A Note on Recent Shipping Delays & Our Commitment to You

Dear Valued Customers,

We understand that you may be experiencing frustration with recent shipping delays and issues, particularly with the United States Postal Service (USPS). We want to acknowledge the challenges many have faced with package delays, lost shipments, and even theft.

November is traditionally a busy time for shipping, and unfortunately, this year, the USPS has faced significant operational hurdles. These include:

• Staffing shortages: A lack of postal workers has led to slower processing times and increased delivery delays.
• Increased volume: The holiday season always brings a surge in packages, further straining the system.
• Operational challenges: The USPS has been experiencing various operational challenges, including equipment malfunctions and delays in mail processing centers.

These issues have unfortunately impacted many of our customers' orders. We sincerely apologize for any inconvenience this may have caused.

Our Commitment to You:

We value your business and understand the importance of receiving your orders on time. To minimize the impact of these shipping disruptions, we are offering the following:

• Reshipment of Undelivered Packages: For any orders placed in November that have not yet been delivered, we will reship them at no additional cost to you.

  • Please contact us within 5-10 days of the expected delivery date if you have not received your order.
  • We will work with you to determine the best course of action and ensure you receive your order as quickly as possible.

• Proactive Communication: We will continue to monitor the situation closely and provide updates on any further shipping delays or disruptions.

• Exploring Alternative Shipping Options: We are actively exploring alternative shipping options to minimize the impact of potential future disruptions.

We understand that these shipping issues can be frustrating, and we appreciate your patience and understanding. We are committed to providing you with the best possible service and ensuring that your orders reach you safely and on time.

While we understand the desire for a refund in cases of significant delays, please note that issuing refunds for all delayed packages is not always feasible. Many factors beyond our control contribute to shipping delays, and issuing widespread refunds would have a significant financial impact on our small business. We believe that reshipping your order promptly and providing excellent customer support are the most effective ways to address these challenges.

We encourage you to reach out to us with any questions or concerns you may have. You can also contact us directly through Shopify Chat Monday-Friday from 9am to 6pm. We try to answer as quickly as possible. 

We are currently experiencing a higher-than-usual volume of emails. This may result in a slight delay in our response time. We apologize for any inconvenience this may cause and want to assure you that we are doing our best to address all inquiries as promptly as possible. We appreciate your patience and understanding during this busy period.

Sincerely,

La Marque Sensuelle