Shipping policy
1. INTRODUCTION
This Shipping Policy sets out the terms and conditions on which Maison Molier ships its Products to Customers worldwide. By placing an order through our Website, you agree to the terms set out below. This Shipping Policy is supplementary to our Terms of Service and Return and Refund Policy.
2. ORDER PROCESSING
Orders are processed within one (1) to two (2) business days after payment has been received and confirmed. Orders placed on weekends or public holidays in the Netherlands will be processed on the next business day.
During peak periods (such as Black Friday, Christmas season and major collection launches), processing times may be slightly longer. We will inform you by email if a material delay is expected.
You will receive a shipping confirmation email containing tracking information as soon as your order is dispatched. For order-related questions, please use the chat widget at the bottom right of any page on our Website.
3. ESTIMATED DELIVERY TIMES
The estimated delivery times below are indicative and are calculated from the moment your order is dispatched, not from the moment of order placement. Delivery times are based on standard shipping methods provided by our logistics partners.
3.1 The Netherlands
Estimated delivery: 1–2 business days after dispatch. All orders within the Netherlands are shipped via PostNL.
3.2 Europe (within the European Union and EEA)
Estimated delivery: 2–5 business days after dispatch. Orders within the EU and EEA are shipped via DHL or DPD.
3.3 United Kingdom
Estimated delivery: 3–5 business days after dispatch. Orders to the United Kingdom are shipped via DHL Express. See section 5 below regarding import duties and VAT.
3.4 United States
Estimated delivery: 5–7 business days after dispatch. Orders to the United States are shipped via DHL Express.
3.5 Outside Europe, the United Kingdom and the United States
Estimated delivery: 7–14 business days after dispatch. Orders to other international destinations are shipped via DHL Express. See section 5 below regarding import duties.
All delivery times are estimates and may vary due to factors beyond our control, including customs clearance, weather conditions, carrier delays, peak shipping periods and remote delivery locations. Maison Molier shall in any event ensure delivery within the statutory maximum period of thirty (30) days, unless a different period has been agreed.
4. SHIPPING COSTS
Shipping costs are calculated based on destination, weight and selected delivery method. The applicable shipping cost is shown clearly during the checkout process before you confirm your order.
From time to time we may offer free shipping above a certain order value or as part of a promotion. Conditions will be communicated transparently at the moment of the offer.
5. IMPORT DUTIES, TAXES AND CUSTOMS
5.1 European Union
For deliveries within the European Union, all applicable VAT is included in the price displayed at checkout. No additional import duties or customs charges apply.
5.2 United Kingdom
For deliveries to the United Kingdom, UK VAT (20%) and a customs handling fee may apply at the point of delivery. These charges are NOT included in the purchase price or shipping cost. They are payable by the Customer to the carrier or HM Revenue & Customs upon delivery.
5.3 United States
For deliveries to the United States, orders below the federal de minimis threshold (currently USD 800 per shipment) are typically not subject to import duties. Above this threshold, customs duties may apply and are payable by the Customer.
5.4 Outside Europe, the United Kingdom and the United States
For all other international deliveries, import duties, customs charges, value added tax (VAT, GST, or local equivalent) and customs handling fees may apply upon arrival in the destination country. These charges typically range from 5% to 25% of the order value, depending on the destination. They are NOT included in the purchase price or shipping cost and are payable by the Customer to the local authorities or the carrier.
5.5 Customer Responsibility
Maison Molier has no control over import duties, taxes, or customs procedures in destinations outside the European Union. We strongly recommend that customers based outside the EU contact their local customs office in advance to obtain information about possible duties and procedures applicable to their order.
If a Customer refuses to pay applicable import duties and the Product is returned to Maison Molier, the original delivery costs and any return shipping costs will be deducted from the refund.
6. DELIVERY ADDRESS
It is the Customer's responsibility to provide a complete and accurate delivery address at the time of placing the order. Maison Molier is not responsible for delays, non-delivery or losses resulting from incorrect or incomplete address information provided by the Customer.
Once an order has been processed and dispatched, changes to the delivery address are generally not possible. If a re-routing is required, additional costs may apply and will be borne by the Customer. For urgent address changes, please use the chat widget on our Website immediately after placing your order.
7. RISK AND TITLE
In accordance with Article 7:11 of the Dutch Civil Code, the risk of loss or damage to the Products passes to the Consumer at the moment the Consumer, or a third party designated by the Consumer (other than the carrier), has acquired physical possession of the Products.
Title to the Products remains with Maison Molier until full payment of the purchase price has been received, in accordance with our Terms of Service.
8. LOST OR DAMAGED SHIPMENTS
If your order is lost in transit or arrives visibly damaged, please contact us through the chat widget at the bottom right of any page within seven (7) days of expected delivery, including:
Your order number;
The tracking number;
Photographs of any visible damage to the packaging and Product, where applicable.
We will investigate the matter together with the carrier and provide a suitable resolution, which may include a replacement, a refund or another agreed remedy. Until delivery, the risk of loss or damage rests with Maison Molier.
9. FAILED DELIVERY AND UNCLAIMED PARCELS
If a parcel cannot be delivered because the Customer is not present to receive it, the carrier will typically attempt redelivery or hold the parcel at a local pickup point. Should the parcel remain unclaimed and be returned to Maison Molier, we will contact you to arrange re-shipment. Additional shipping costs for re-shipment will be payable by the Customer.
If, after a reasonable period, no agreement on re-shipment is reached, Maison Molier may treat the Agreement as cancelled and refund the purchase price minus any costs incurred for the failed delivery, without prejudice to your statutory rights.
10. RESTRICTED DESTINATIONS
Maison Molier does not currently ship to certain destinations due to logistical, regulatory, or sanctions-related reasons. The available shipping destinations are displayed during checkout. If your country is not listed, please reach out through the chat widget on our Website to enquire about possibilities.
11. RETURNS AND EXCHANGES
For information on returning or exchanging Products, please refer to our Return and Refund Policy. For practical questions about a return or exchange, please use the chat widget on our Website. Please note that the direct cost of return shipment is, as a rule, payable by the Customer, unless otherwise agreed in writing.
12. FORCE MAJEURE
Maison Molier is not liable for any delays in delivery caused by events beyond its reasonable control, including natural disasters, epidemics, strikes, governmental restrictions, customs disruptions, or carrier failures. In such cases we will keep you informed and seek a reasonable solution.
13. CONTACT
For formal or legal correspondence regarding this Shipping Policy:
Maison Molier B.V.
De Trompet 1217
1967 DA Heemskerk
The Netherlands
Email: info@maisonmolier.com
For all customer service matters, including order questions, delivery updates, exchanges, returns, and product enquiries, please use the chat widget at the bottom right of any page on our Website. Our customer service team responds within one business day.
