01Shipping Costs

The free-shipping threshold is based on USD $100 or its displayed equivalent in your selected currency.

No discount code is required. Free shipping is applied automatically during checkout once your order reaches the required value after discounts.

02Order Processing

24–48 hours Dispatch time, business days

Orders placed during weekends or public holidays begin processing on the next business day.

During collection launches, sales and exceptionally busy periods, processing may take slightly longer. Once your order has been dispatched, you will receive a shipping-confirmation email containing your tracking information.

03Estimated Delivery Time

5–7 business days Standard worldwide, after dispatch

This is an estimate rather than a guaranteed delivery date. Delivery times may vary depending on:

• Your destination.
• The local delivery provider.
• Customs processing.
• Public holidays.
• Severe weather.
• Unexpected carrier disruptions.
• High-volume periods.

Business days exclude Saturdays, Sundays and public holidays in the destination country.

04Order Tracking

Every Maison Auréle order is shipped with tracking.

Once your order has been dispatched, you will receive an email containing your tracking number or tracking link. Tracking information may take up to 48 hours to update after the parcel has been handed to the carrier.

If you have not received a shipping-confirmation email, check your spam or promotions folder before contacting us.

05Separate Parcels

In some cases, products from the same order may be stored at different fulfilment locations. Your order may therefore arrive in more than one parcel.

If this happens:

• You will not be charged additional shipping costs.
• Each parcel may have a separate tracking number.
• Parcels may arrive on different days.

06Delivery Address

Please check your delivery address carefully before placing an order.

If you notice an error, contact contact@maisonaurele.co as soon as possible. We will try to update the address, but changes cannot be guaranteed once an order has entered processing or been dispatched.

Maison Auréle is not responsible for delays or failed deliveries caused by an incorrect or incomplete address supplied during checkout.

If a parcel is returned to us for this reason, reasonable redelivery costs may apply where permitted by law.

07Customs, Duties and Import Taxes

International orders may be subject to customs duties, import taxes or handling fees imposed by the destination country.

Where these charges are not collected during checkout—and checkout does not expressly state that duties are included—they are the responsibility of the recipient.

These charges are determined by local authorities and are outside Maison Auréle’s control. We recommend checking your country’s import rules before placing an order.

If a customer refuses a parcel because of unpaid import charges, reasonable shipping, customs and return costs may be deducted from the refund where permitted by law.

08Delayed Orders

Occasional delays can occur after an order has left our fulfilment location. Customs inspections and carrier delays are outside our direct control, but we will always help investigate.

If your order has not arrived within seven business days after the estimated delivery window, contact us at contact@maisonaurele.co with:

• Your full name.
• Your order number.
• Your delivery address.
• Your tracking number, if available.

We will contact the delivery provider and help determine the next steps.

09Tracking Shows “Delivered”

If tracking shows that your parcel was delivered but you cannot find it:

1. Check the delivery location, entrance and any designated safe place.
2. Ask household members, neighbours or building reception.
3. Check for a delivery notice from the carrier.
4. Contact the delivery provider using your tracking number.
5. Contact us if the parcel still cannot be located.

Please notify us promptly so we can begin an investigation with the carrier.

10Lost Parcels

If a parcel is confirmed as lost by the delivery provider, contact us at contact@maisonaurele.co.

Depending on product availability and your legal rights, we will arrange an appropriate solution, such as:

• Sending a replacement.
• Offering an alternative product with your agreement.
• Issuing a refund.

11Damaged Parcels

If your order arrives damaged, contact us as soon as reasonably possible, preferably within 48 hours of delivery. Include:

• Your order number.
• A description of the damage.
• Photographs of the outer packaging.
• Photographs of the damaged product and shipping label.

Keep the packaging until we have reviewed your request.

Reporting the issue after 48 hours does not remove any mandatory consumer rights you may have.

12Order Changes and Cancellations

We process orders quickly, so changes and cancellations are not always possible after an order has been placed.

Contact contact@maisonaurele.co immediately if you need assistance. If the order has already been dispatched, you may request a return after delivery in accordance with our Return and Exchange Policy.

13Returns

Maison Auréle offers eligible customers a 14-day return period with no restocking fee.

To request a return, visit Request a Return.

For full eligibility requirements and return instructions, review our Return and Exchange Policy.

14Contact Us

For questions about shipping, tracking or delivery, contact:

Please include your order number when contacting us so we can assist you more quickly.