📦 Shipping Policy — Maison Elara

Last updated: 25 November 2025

1. Order Processing Time

All orders placed through our website are processed within:

1–2 business days (Monday to Friday)

Orders are not processed on weekends or public holidays.

During periods of high demand, processing times may be extended by an additional 1–2 business days.

You will receive a confirmation email once your order has been processed and dispatched.

2. Delivery Times

Maison Elara currently ships to the following countries:

• United States
• United Kingdom
• Canada
• Australia

Estimated Delivery Times

Standard Shipping

5–10 business days

Express Shipping

3–7 business days

Delivery times are estimates only and are not guaranteed.

Delays caused by carriers, customs clearance, adverse weather conditions, industrial action, or peak seasonal demand are beyond our control.

3. Shipping Costs

Shipping fees are calculated at checkout based on:

• the selected shipping method
• the weight of your order
• the delivery address

From time to time, we may offer free shipping promotions in selected regions or during promotional campaigns.

4. Order Tracking

Once your order has been dispatched, you will receive a tracking email containing:

• your tracking number
• the name of the courier
• a tracking link

Please allow 24–48 hours for tracking information to appear in the courier's system.

If you do not receive your tracking email, please check your spam or junk folder, or contact us at:

📧 support@maisonelarabrand.com

5. Delivery Issues (Lost, Damaged or Stolen Parcels)

Lost Parcels

If your parcel has not arrived within the estimated delivery timeframe:

• check your tracking information
• check with your neighbours or your building's reception
• contact the courier directly

If the courier is unable to locate your parcel, please contact us and we will assist you in opening an investigation.

Damaged Items

If your order arrives damaged, please contact us within 48 hours of delivery and provide:

• photos of the product
• photos of the packaging
• your order number

We will assess the issue and work to resolve it as quickly as possible.

Stolen Parcels (Marked as "Delivered")

If your tracking status shows "Delivered" but you have not received your parcel, please wait 24 hours, as some couriers occasionally mark parcels as delivered before the final delivery has been completed.

If the parcel is still missing after 24 hours, please contact our customer support team.

6. Incorrect Address or Failed Delivery

Customers are responsible for ensuring that the delivery information provided at checkout is accurate.

If an incorrect address is provided and the parcel is returned to us, additional reshipping charges may apply.

Maison Elara cannot be held responsible for parcels delivered to an incorrect or incomplete address supplied by the customer.

7. International Shipping

Maison Elara offers international shipping to selected countries, including:

• United States
• United Kingdom
• Canada
• Australia

Customs duties, import taxes, or other fees may apply depending on the destination country and are the responsibility of the customer.

Customs clearance procedures may also affect delivery times.

8. Contact

If you have any questions regarding shipping or require assistance, please contact:

Maison Elara

📧 support@maisonelarabrand.com
🌐 maisonelarabrand.com