Shipping policy

Store: Maisonxen
Address: Via Portuense 1532, 00148 Roma (RM), Italy
Email: contact@maisonxen.com
Phone: +393445763009
Full Name: Michela Vellone

At Maisonxen, we’re committed to providing a fast, secure, and reliable delivery experience. This Shipping Policy explains how we handle the processing, shipment, and delivery of your orders.

1. Processing Time

All orders are processed within 1–2 business days after payment confirmation. Once your order has been processed and shipped, you will receive a confirmation email with a tracking number and a tracking link to follow your parcel.

Please note that orders placed on weekends or public holidays will be processed the next business day.

2. Shipping Time and Delivery Area

We currently ship to multiple international destinations using trusted private courier services to ensure safe and timely delivery.

  • European Union & Switzerland: 8–10 working days
  • United Kingdom: 6–10 working days
  • South Africa: 8–12 working days

Delivery times may vary slightly depending on the destination and local courier operations.

3. Shipping Fees

  • Free Shipping & Returns from €30: Orders over €30 qualify for free delivery and free returns.
  • For orders under €30, standard shipping fees will apply and are calculated at checkout.

All prices shown on our website include VAT.

4. Order Tracking

Once your order has shipped, you will receive an email with your tracking information. You can track your parcel online at any time.
If you do not receive your tracking email within 48 hours of placing your order, please contact us at contact@maisonxen.com.

5. Delivery Issues

If your package is delayed, lost, or arrives damaged, please contact us immediately. We will work directly with the courier service to resolve the issue as quickly as possible.
Maisonxen is not responsible for delivery delays caused by incorrect address information, courier issues, customs clearance, or force majeure events.

6. Address Accuracy

Please ensure that all shipping details are entered correctly at checkout.
We are not responsible for orders delivered to incorrect addresses due to mistakes made by the customer.
If you notice an error after placing your order, contact us immediately so we can attempt to correct it before shipment.

7. Split Shipments

In some cases, items in the same order may be shipped separately due to availability or warehouse logistics. If this happens, you’ll receive tracking details for each shipment.

8. Customer Support

Our support team is available 24/7 to assist with shipping questions, tracking issues, or delivery concerns.
You can reach us at contact@maisonxen.com.