Shipping policy
Shipping Policy
At Maison Soierie, we work with carefully selected international fulfilment and logistics partners to deliver our products to customers in different countries.
Because some products may be dispatched directly from one of our fulfilment partner facilities, the country of dispatch may differ depending on product availability and destination.
Order Processing
Orders are normally processed within 1–3 business days after payment confirmation.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During periods of high demand, collection launches, promotional events or holidays, processing may take slightly longer.
Once an order has entered fulfilment, we may no longer be able to change or cancel it.
Estimated Delivery Times
Estimated delivery times after dispatch are generally:
United Kingdom and European Union:
7–15 business days
Other international destinations:
10–20 business days
These are estimates rather than guaranteed delivery dates.
Where applicable, the estimated shipping method and cost will be displayed before you complete your purchase.
Unless a different delivery period has been expressly agreed with you, we aim to ensure orders are delivered within the maximum period required by applicable consumer law.
International Fulfilment
Maison Soierie operates using international fulfilment partners.
This means your order may be prepared and shipped directly from a fulfilment centre located outside your country of residence.
This fulfilment arrangement does not change your relationship with Maison Soierie.
Your purchase contract is with Maison Soierie, and we remain responsible for customer service, order issues, refunds and your applicable consumer rights.
Multiple Packages
If your order contains more than one product, items may occasionally be dispatched separately.
You may therefore receive more than one tracking number or receive different items on different days.
You will not be charged additional shipping fees solely because an order is divided into multiple packages.
Order Tracking
Where tracking is available, a tracking number will be sent to the email address provided during checkout after your order has been dispatched.
Please allow up to 72 hours for tracking information to become active after receiving your shipping confirmation.
Delivery Delays
International deliveries may occasionally experience delays caused by:
- customs processing;
- local postal services;
- carrier disruptions;
- severe weather;
- public holidays;
- unusually high shipping volumes;
- incorrect or incomplete delivery information;
- circumstances outside our reasonable control.
If your order appears delayed, please contact:
We will review the shipment and assist you.
Orders Not Received
If your order has not arrived within the expected delivery period, please contact us.
If an order is confirmed as lost or cannot reasonably be delivered, we will offer an appropriate solution, which may include a replacement or refund, in accordance with applicable consumer law.
Maison Soierie remains responsible for the goods until they are physically received by you or by a person you have designated to receive them, except where applicable law provides otherwise.
Incorrect Shipping Information
Customers are responsible for providing complete and accurate delivery information.
Please contact us as quickly as possible if you notice an error.
If an order has not yet entered fulfilment, we will try to update the information.
Once an order has been dispatched, address changes may no longer be possible.
If a package cannot be delivered because the address provided during checkout was incorrect or incomplete, additional shipping costs may apply where permitted by law.
Customs, Taxes and Import Duties
International orders may be subject to local taxes, VAT, customs duties or import charges depending on the destination and method of fulfilment.
Where such charges are known and collected by us, they will be reflected during checkout.
Where additional charges may legally be collected by customs or local authorities, responsibility for those charges will be communicated as required by applicable law.
We do not intentionally impose undisclosed charges.
Damaged Packages
If your order arrives visibly damaged, please photograph the package and product and contact us as soon as reasonably possible at:
Photos can help us resolve the matter more quickly.