Shipping policy
Last updated: 2 October 2026
H.ISLE takes particular care in preparing and shipping its lighting products to ensure reliable delivery tailored to each order.
1. Delivery address
Products are delivered to the address provided by the Customer when placing the order.
The Customer is responsible for the accuracy and completeness of the information provided for delivery. Any error or omission in the delivery address resulting in an additional delivery attempt, reshipment or additional charges may result in such costs being invoiced to the Customer where they arise directly from that error.
2. Delivery methods and charges
Delivery methods and charges are calculated based in particular on the destination and the weight and dimensions of the products ordered.
The applicable delivery charges are communicated to the Customer before confirmation of the order.
H.ISLE selects the carrier and shipping method best suited to the order, unless otherwise specifically agreed with the Customer.
Depending on the destination and nature of the order, H.ISLE may use different shipping partners.
3. Delivery times
Estimated delivery times are communicated to the Customer before confirmation of the order.
These times may vary depending on the destination, product availability and the selected method of transport.
Where an order contains several products with different availability or shipping times, H.ISLE may make several separate shipments.
Unless otherwise stated in advance, the Customer will not be charged any additional delivery costs as a result of such additional shipments.
In the event of an exceptional delay or an event likely to affect the stated delivery time, H.ISLE will endeavour to inform the Customer as soon as possible.
4. Delivery tracking
Where the delivery service provides tracking, the Customer will receive the information required to track the parcel.
Tracking information may, in particular, be provided by email when the order is shipped.
The Customer is advised to check the tracking information regularly and to inform H.ISLE of any difficulties encountered during delivery.
5. Receipt of the order
Upon receipt of the parcel, the Customer is advised to check the apparent condition of the packaging and the products delivered.
In the event of any visible issue, including damaged or opened packaging or packaging showing signs of impact, the Customer is advised to make appropriate reservations with the carrier and to contact H.ISLE as soon as possible, providing, where possible, photographs showing the condition of the parcel and the products.
This recommendation does not deprive the Customer of any rights available under applicable statutory guarantees.
6. International deliveries
International shipments are made under the DAP (Delivered At Place) Incoterm, unless otherwise expressly agreed with the Customer.
For delivery under DAP terms, H.ISLE arranges transportation of the products to the agreed place of destination. Any customs duties, import taxes, customs clearance charges or other costs that may apply in the country of destination remain payable by the recipient.
The amount of any such charges is determined by the customs authorities and/or service providers in the country of destination and depends in particular on local regulations and the nature and value of the products shipped. H.ISLE is therefore unable to determine these amounts in advance.
Customers are advised to contact the competent customs authorities in their country before placing an order in order to ascertain any applicable duties, taxes and formalities.
Any additional delays resulting from customs formalities are beyond H.ISLE’s control.
7. Delivery in multiple parcels
Where necessary, a single order may be shipped in several parcels or separate shipments.
In this case, any available tracking information will be communicated to the Customer as each shipment is dispatched.
Unless otherwise stated in advance, these additional shipments will not result in any additional charges for the Customer.
8. Returns and right of withdrawal
The conditions applicable to returns, the right of withdrawal and refunds are detailed in our General Terms and Conditions of Sale.
For information on the procedure to follow in the event of a return or withdrawal request, the Customer is advised to refer to the relevant section or contact H.ISLE.
Products made to the Customer’s specifications or clearly personalised may be excluded from the right of withdrawal under the conditions provided by applicable regulations.
9. Contact
For any questions relating to a delivery or order tracking, the Customer may contact H.ISLE:
H.ISLE
5 rue Denis Papin
56890 Plescop – France
Tel.: +33 (0)2 30 85 96 15
Email: hisle@hisle.fr
