Shipping policy
Shipping Policy
Last Updated: 11 August 2026
This Shipping Policy applies to orders delivered within the United Kingdom through Maison Avelon.
We aim to provide customers with clear and transparent delivery information.
1. Shipping Costs
Maison Avelon offers Premium Tracked Shipping.
Orders over £50 qualify for free standard shipping.
For orders below £50, the applicable shipping cost will be displayed at checkout before payment.
There are no undisclosed handling charges added after checkout.
2. Processing and Delivery Times
Our standard delivery structure is:
Order Cut-Off Time: 5:00 PM UK time
Processing / Handling Time:
1–3 business days
Estimated Transit Time:
5–8 business days
Estimated Total Delivery Time:
6–11 business days
Processing days:
Monday–Friday
Shipping and carrier business days:
Monday–Friday, excluding applicable public holidays.
Orders placed after the 5:00 PM cut-off may begin processing on the following business day.
3. Delivery Estimates
Delivery timeframes are estimates rather than guaranteed delivery dates.
Delivery may occasionally be affected by circumstances such as:
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Carrier delays
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Severe weather
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Public holidays
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High seasonal order volumes
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Transport disruptions
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Customs or border procedures
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Incorrect delivery information
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Circumstances outside our reasonable control
4. Shipping Partners
Orders may be delivered through Royal Mail and other trusted logistics partners where necessary.
Depending on fulfilment requirements and product availability, products may be dispatched from different fulfilment locations.
The location from which a product is dispatched does not affect your mandatory consumer rights.
5. Tracking
Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information where available.
Tracking may take some time to update after the carrier first receives the parcel.
Customers are responsible for providing an accurate email address during checkout.
6. Customs and Import Charges
Where Maison Avelon has arranged for duties or import charges to be covered, customers will not be asked to pay those charges separately upon delivery.
If any charge is payable directly by the customer, this should be made clear before purchase or shipment where reasonably possible.
7. Address Changes
You may request an address change within 2 hours of placing your order.
Contact:
Address changes cannot normally be completed after an order has entered fulfilment or been dispatched.
Customers are responsible for ensuring their delivery details are complete and accurate.
8. Order Cancellations
Cancellation requests should be made within 2 hours of ordering.
Once an order has entered processing or has been dispatched, we may no longer be able to cancel it.
Eligible products may still be returned after delivery in accordance with our Return and Refund Policy and any applicable statutory rights.
9. Incorrect Addresses
Maison Avelon is not responsible for delivery failures caused by inaccurate or incomplete information supplied by the customer, including:
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Incorrect postcode
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Missing house or apartment number
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Incorrect recipient name
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Incorrect street
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Incorrect country
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Incomplete address
If an order is returned because incorrect information was supplied, additional shipping charges may apply before reshipment.
10. Delayed Parcels
If your parcel has not arrived within the expected timeframe, contact:
Please include:
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Full name
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Order number
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Delivery address
We will review the available tracking information and assist where appropriate.
11. Lost Parcels
If tracking shows your parcel as delivered but you cannot locate it:
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Check the delivery location
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Check any nominated safe place
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Ask members of your household
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Check with nearby neighbours
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Review any carrier delivery notification
If the parcel still cannot be located, contact us.
We may assist with an investigation through the relevant delivery provider.
12. Damaged Parcels
If your order arrives damaged, contact us as soon as reasonably possible.
Please provide:
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Order number
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Clear photographs of the product
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Photographs of the parcel
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Photographs of the shipping label where available
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Brief description of the issue
We will assess the issue and provide an appropriate solution.
13. Split Shipments
Orders containing multiple products may occasionally arrive in more than one parcel.
Separate tracking numbers may be provided.
You will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments.
14. Customer Support
Email: support@maisonavelon.com
Phone: +44 7737 141295
Customer Service Hours — UK Time:
Monday–Friday: 9:00 AM–7:00 PM
Saturday–Sunday: 10:00 AM–4:00 PM
We aim to respond within 24 hours on business days.
15. Company Information
Maison Avelon
Chamber of Commerce (KvK) Number: 96603585
Van Manenerf 14
3907 MA Veenendaal
Utrecht
Netherlands
Website: www.maisonavelon.com
For return and refund information, please refer to our Return and Refund Policy.