Shipping policy

Last updated: 28/11/2025

Thank you for shopping with Maison Andeve.
This Shipping Policy explains how we process, ship, and deliver orders placed on maisonandeve.com.

1. Processing Times

All orders are handmade and packaged with care.

Processing time:

1–3 business days for standard orders

3–5 business days during busy periods, holidays, or restocks

Orders are not processed on weekends or UK public holidays.

2. Delivery Within the United Kingdom (Mainland UK)

We ship using Royal Mail or other reliable courier services.

Delivery options:

Royal Mail 2nd Class: 2–4 business days

Royal Mail 1st Class: 1–2 business days

Tracked 24 / 48: 1–3 business days (with tracking)

Delivery times are estimates and may vary due to courier delays or seasonal demand.

3. Shipping Rates (UK)

Shipping costs are calculated at checkout based on:

Weight of the order

Delivery option selected

Destination

Free shipping thresholds (if applicable) will be displayed at checkout.

4. International Shipping

We currently ship to selected international destinations.
Delivery times vary by country and customs processing.

Customers outside the UK are responsible for:

Import duties

Customs taxes

Local handling fees

These charges are not included in product or shipping prices.

5. Order Tracking

Orders shipped with tracked services will receive a tracking number by email once dispatched.

Untracked Royal Mail services do not include tracking updates.

6. Delivery Issues & Delays

Once a parcel is handed to the courier, we cannot control delivery times.
Delays caused by Royal Mail, customs, weather, or other external factors do not qualify for refunds of shipping fees.

If your parcel is significantly delayed, please contact us so we can investigate with Royal Mail.

7. Lost or Missing Parcels

A parcel is considered “lost” when Royal Mail confirms it as such.

For untracked services:

Royal Mail declares a parcel lost after 10 working days (UK)

After 25 working days (international)

We will offer a replacement or refund only after this timeframe has passed.

We are not liable for parcels where incorrect or incomplete addresses were provided at checkout.

8. Damaged Orders

If your parcel arrives damaged, leaking, or broken, contact us within 48 hours with photos of:

The product

The packaging

The shipping label

We will arrange a replacement or refund in accordance with the Consumer Rights Act 2015.

9. Incorrect Address or Failed Delivery

If the address entered at checkout is incorrect and the parcel is returned to us:

The customer is responsible for reshipping costs

Refunds for unclaimed packages exclude shipping charges

Please double-check your address before completing your order.

10. Local Delivery / Pickup (Optional)

If you offer these, include:

Local collection:
Available from [your location].
You will receive an email with collection details once your order is ready.

(If you do NOT offer this, remove this section.)

11. Contact Us

If you have any questions about shipping or delivery, contact us at:

📧 contact@maisonandeve.com
🌐 maisonandeve.com

We aim to respond within 1–2 business days.