Shipping policy
Last updated: August 2026
Here's how we get your order from checkout to your door, and what to expect along the way.
Order Processing
Orders are processed Monday through Friday, excluding public holidays. We aim to process all orders within 1–3 business days. Anything placed after 3:00 PM ET, or on a holiday, moves into processing the following business day.
Certain factors can influence processing times — such as incomplete payment, insufficient address information, or high demand during peak seasons. In these instances, we may reach out to you via email before proceeding to ensure a successful delivery. You'll get a shipping-confirmation email with tracking as soon as your order leaves our facility.
Delivery Windows
After dispatch, packages generally arrive within 5–12 business days, bringing the total time from order to delivery to roughly 6–15 business days. Some factors affecting shipping are beyond our control, including:
- Weather conditions
- Holiday seasons
- Customs checks
- Carrier volume and errors by the shipping company
Despite our limited control over these variables, we will make every effort to keep you informed using all available information at our disposal.
Carriers
Depending on your address and which fulfillment partner ships your order, we work with a mix of reliable carriers — including USPS, UPS, FedEx, and DHL — to get your package to you as efficiently as possible.
Tracking Your Order
A tracking link arrives by email the moment your order ships. It can take 24–48 hours for the first scan to appear, so don't worry if there's no movement right away.
Taxes and Duties
Placing an order with us does not cover any potential customs taxes or duties that your country may impose on incoming packages. Where applicable, it is your responsibility to handle these charges. If you need clarification on the rates, kindly get in touch with your country's customs office.
Important: Cole & May cannot be held accountable for any delays caused by the customs clearance process in the destination country. The timing of releasing your package rests solely with the customs authorities, and we lack control in this matter.
Shipping Address Accuracy
Please double-check your address at checkout. If a package is returned to us due to an incomplete or incorrect address, we'll reach out to arrange reshipment, and additional shipping fees may apply.
- Shipping cost: Free standard shipping, every order
- Handling time: 1–3 business days
- Transit time: 5–12 business days
-
Estimated delivery: 6–15 business days total
All timeframes on this page are counted in business days (Monday–Friday), excluding weekends and public holidays
Delayed, Lost, or Missing Parcels
- Order running noticeably behind schedule? Contact us and we'll look into it.
- If a carrier confirms a shipment as lost, we'll send a replacement or issue a full refund.
- If tracking says "delivered" but the parcel is nowhere to be found, we'll help you file a claim with the carrier.
Please get in touch within 7 business days of the expected delivery date so we can help.
Order Cancellation
If you wish to cancel an order after payment, please contact us and we'll endeavor to assist you. However, we cannot guarantee cancellation, as orders are swiftly forwarded to the warehouse. If processing or shipping has already taken place, we are regrettably unable to cancel the order, and you'll need to initiate a product return instead.
Policy Updates
We may revise this policy periodically. Any changes take effect as soon as the updated version is posted here.
Contact Us
Store: Cole & May
Company: Luis Malter Online Services
Address: Neustr. 32, 47228 Duisburg, Germany
Warehouse Address: 2220 SW 25th St, Miami, FL 33133, USA
Email: info@coleandmay.com
Phone: +1 424 458 5649
Support hours: Monday – Friday, 9:00 AM – 5:00 PM (ET)
We aim to respond within 24 hours on business days. Thank you for your patience!
You can also reach us through the contact form on our Contact page, or check our FAQ page for quick answers to common questions.