Shipping policy
Shipping Overview
We ship internationally from France.
Many destinations are available directly at checkout. For certain regions, prior confirmation may be required to ensure appropriate shipping, insurance, and customs arrangements.
All deliveries require a signature upon receipt.
Processing & Dispatch Times
Processing time refers to the period between payment confirmation and shipment.
Delivery time refers to the transit time once the item has been dispatched.
Processing Times
• Small and medium objects shipped in reinforced cardboard boxes: dispatched within three (3) working days after payment confirmation.
• Large furniture or items requiring custom crating: dispatched within fifteen (15) working days after payment confirmation.
This additional time allows for made-to-measure protective packaging or custom crating adapted to the specific object.
Delivery Times
Delivery times vary depending on destination and shipping method.
Estimated delivery timeframes are clearly indicated at checkout prior to payment.
Once your order has shipped, you will receive tracking information.
Customs Duties, Import Taxes & Shipping Costs
Shipping costs, customs duties, and import taxes are calculated at checkout based on destination and applicable regulations.
Where applicable, shipments are sent on a Delivered Duty Paid (DDP) basis. In such cases:
• Import duties, taxes, and brokerage fees are collected in advance at checkout.
• No additional customs charges are due upon delivery.
In limited cases where duties and taxes cannot be pre-calculated, import charges may be assessed by local customs authorities upon arrival. The carrier will contact the recipient during customs clearance to arrange payment prior to delivery.
Shipping costs are calculated separately and clearly displayed at checkout before payment.
Shipping Availability by Destination
To ensure appropriate packaging, insurance, and customs handling, shipping availability may vary by destination.
If your country is not available at checkout, please contact us prior to purchase so we can confirm feasibility and provide a tailored shipping quotation.
Insurance
All shipments are fully insured to the total purchase value of the item.
Insurance coverage applies throughout international transit until delivery.
No additional action is required from the buyer.
Packaging Standards
Packaging is individually adapted to each object to ensure maximum protection during international transport. This may include reinforced double-boxing or custom-built wooden crates.
Delivery & Inspection
All deliveries require a signature upon receipt.
Customers are responsible for inspecting the package and item upon delivery.
If the Package Appears Damaged at Delivery
If the outer packaging shows visible damage:
• Notify the delivery agent before signing.
• Ensure the damage is clearly noted in writing on the delivery record.
• Take photographs of the external packaging where possible.
• Accept the delivery and contact us immediately.
Failure to record visible damage with the carrier at the time of delivery may affect the outcome of the insurance claim process.
If Damage Is Discovered After Unpacking
If damage is discovered after opening the package:
• Retain all original packaging materials.
• Contact us as soon as possible, and no later than 5 calendar days after delivery.
• Provide clear photographs of:
○ the damaged area,
○ the full object,
○ the internal packaging, and
○ the external packaging.
Failure to notify us within this timeframe may affect eligibility for resolution or insurance coverage.
Vintage Condition Disclaimer
All items sold are vintage or antique and may show signs of age, patina, or prior use.
These characteristics are inherent and are not considered damage.
Only damage incurred during transit or material discrepancies from the product description are eligible for review under our Refund Policy.
Damage Resolution
If transport damage is confirmed, we will determine the most appropriate resolution based on the nature and extent of the damage.
This may include:
• A partial refund proportional to the damage,
• A repair solution where appropriate, or
• A full reimbursement in the event of total loss.
Each case is handled individually and in coordination with the applicable insurance coverage.
Returns
Return eligibility and procedures — including statutory 14-day withdrawal rights for customers located in the European Union — are governed by our Refund Policy.
We encourage all customers to review the Refund Policy prior to purchase.
Lost Shipments
In the rare event of confirmed loss during transit, the matter will be handled under the applicable insurance coverage once the carrier formally declares the shipment lost.
A resolution will then be provided accordingly.
Contact
For any questions regarding shipping, delivery, or claims:
sales@maisonlunecollection.com