Shipping, Delivery, Customs & Returned Parcels

1.1 Physical orders covered. This policy applies to physical products purchased through the Maison The Five EU retail checkout. It covers destination availability, preparation, dispatch, delivery estimates, split shipments, tracking, address issues, whole-parcel delay or loss, customs events, pickup points, refusal, non-collection, return to sender and redelivery logistics. Mandatory law applies in addition and prevails over any conflict.

1.2 Seller and point of contact. Maison The Five is the seller and the customer's point of contact for the order. Maison may use production providers, fulfillment providers, platforms, customs representatives and carriers operationally, but their internal policies do not replace Maison's obligations or require the customer to pursue them directly.

1.3 Related policies. The Terms & Conditions of Sale and Website Use govern contract formation, accepted price and the baseline delivery promise. The Right of Withdrawal & Order Cancellation Policy governs an eligible change of mind. The Returns, Refunds & Product Issues Policy governs a product that arrives faulty, damaged, incorrect, incomplete or otherwise nonconforming and any resulting repair, replacement, price reduction, termination or refund.

1.4 Cases involving both logistics and a remedy. This policy governs the delivery investigation and any right to continued performance, termination or reimbursement arising solely from whole-parcel delay, non-delivery, customs or returned-to-sender logistics. The Returns, Refunds & Product Issues Policy governs delivered-item nonconformity and product remedies; shared refund administration cannot add a condition or delay a right established here. A whole parcel that did not arrive is handled here; an item missing from a delivered parcel is handled under the product-issue policy.

1.5 Safety and privacy. A parcel or product that may be unsafe, contaminated or materially tampered with must be handled under the Product Safety, Compliance & Recalls Policy. Maison processes the customer, address, tracking, customs and support data needed to perform and investigate delivery as explained in the Privacy Policy.

2.1 Supported destinations. Maison delivers only to destinations and address types offered for the relevant product through checkout. Availability can depend on the product, destination, applicable law, transport restrictions and the services available for the address. Checkout shows pre-order availability; a general statement elsewhere does not create availability where checkout offers none. An accepted order promise remains controlling thereafter.

2.2 Address types and local limitations. A post-office box, parcel locker, pickup point, military address, remote area or other special address is accepted only if checkout offers it and the selected delivery service supports it. Maison may request a standard street address or other lawful delivery information where the selected service cannot use the submitted address.

2.3 Operational routing. Maison determines the lawful production location, dispatch origin, carrier and route used to perform an accepted order unless checkout expressly offers the customer a choice. An order may be prepared or dispatched from one or more locations, including a location outside the destination's customs territory. Operational routing does not change Maison's role as seller or the customer's mandatory rights.

2.4 Later restrictions. If a new legal, safety or transport restriction makes the accepted destination unavailable, Maison will contact the customer without undue delay. Maison may offer a lawful alternative where the customer agrees. If performance becomes impossible or Maison cannot provide an agreed lawful alternative, the order or affected part will be terminated and reimbursed as required by law.

2.5 Equal access within the offered area. Maison may define its delivery destinations, but it will not apply prohibited different access conditions within an offered area merely because of a customer's nationality, residence or establishment. Product availability, destination law, address support and objectively different delivery costs may affect checkout options.

3.1 Checkout total. The delivery charge payable to Maison is shown before the customer submits the order and is reflected in the durable order documents as required. Any other mandatory amount payable to Maison is included in the checkout total. Maison does not add a supplier, fulfillment or handling fee after acceptance unless the customer expressly requests and agrees to a new service.

3.2 VAT. For the selected EU market, displayed product prices include the applicable VAT as stated in the Terms & Conditions. The checkout shows the total price payable to Maison. A tax or customs treatment that depends on the final route is handled under Sections 3.3 and 11.

3.3 Route-specific customs disclosure. Customs treatment depends on the dispatch origin, destination, product, value and import arrangement used for the order. Where an import tax, customs duty, public-authority charge or carrier collection fee is payable directly by the customer, Maison will disclose that possibility before ordering where it applies and is reasonably determinable. A low order value does not by itself guarantee duty-free delivery.

3.4 Included or prepaid charges. If checkout or the accepted order expressly states that specified import duties and taxes are included or prepaid, Maison is responsible for arranging those specified amounts. If a carrier or authority then requests an unexpected or duplicate payment, contact Maison promptly before paying where practicable so the charge and delivery route can be verified. If immediate payment is reasonably necessary to prevent loss or return, keep the demand and proof of payment for review.

3.5 Direct public charges. A customs authority or carrier may collect from the person legally liable. The pre-order allocation applies between the customer and Maison, subject to mandatory customs law. Maison does not shift a charge created by its routing unless the customer-payable possibility was properly disclosed and lawfully allocated; otherwise, Maison bears or reimburses it as required and provides reasonable assistance.

The accepted price and charge rules are set out in the Terms & Conditions of Sale and Website Use.

4.1 Preparation after ordering. Many Maison products are produced, printed, finished, quality-checked or otherwise prepared after an order is accepted. Preparation time is distinct from carrier transit time. An order status showing that preparation has begun does not mean that the parcel has been handed to a carrier.

4.2 Order-specific delivery period. Before the order is submitted, checkout states a binding delivery period or latest delivery date that includes expected preparation and transit. Checkout may also show a narrower estimated arrival window. Business days exclude weekends and relevant public holidays unless checkout states otherwise.

4.3 Estimate or guarantee. A separately estimated date or range is a good-faith prediction and is not itself guaranteed or essential; the binding period under Section 4.2 remains. A date is guaranteed or essential when Maison expressly confirms that status before contract formation or in a later agreed amendment, or when the circumstances made the essential timing clearly recognizable and applicable law gives that effect.

4.4 Statutory default. If no delivery time was agreed and none can be inferred from the circumstances, Maison will deliver consumer goods without undue delay and no later than 30 days after the contract is concluded, subject to the applicable mandatory rule.

4.5 Holds and missing information. Maison may place an order on hold while reasonably necessary to obtain missing or corrected information required for lawful performance. Maison will request it and explain any material effect on timing. A hold caused by Maison or an operational provider is not customer delay.

4.6 Operational disruption. Stock changes, quality rework, peak demand, weather, customs review, industrial action, carrier disruption or public measures can affect an estimate. Maison will take reasonable steps to limit the impact and communicate a known material delay. The event does not suspend mandatory delivery, termination or reimbursement rights.

5.1 Multiple parcels. Where disclosed before the order is submitted, products in one order may be prepared or dispatched separately because of their size, packaging, availability, production process or route. The accepted order may therefore be completed in separate parcels that leave and arrive on different dates. Delivery of one parcel does not establish delivery of products assigned to another, and rights concerning an overdue or missing parcel remain unaffected.

5.2 No split-shipment surcharge. Maison will not add a delivery charge beyond the amount confirmed at checkout merely because Maison divides the order into shipments. A later charge applies only to a separate customer-requested service or a customer-caused redelivery where this policy, the accepted order and applicable law permit it.

5.3 Dispatch notice and tracking. Maison provides or makes available a dispatch notice and tracking reference for each parcel when tracking is available. Tracking may take time to activate, may be updated in batches and may change format when a parcel passes between international or final-mile carriers. A temporary lack of scans does not by itself prove that a parcel is lost or delivered.

5.4 Delivery communications. A carrier may send delivery, customs, pickup or failed-attempt messages using the contact information supplied for the order. These operational messages support delivery but do not replace Maison's order communications or responsibility. A customer may contact the carrier for convenience, but doing so is not a condition of obtaining assistance from Maison.

6.1 Accurate delivery information. The customer must provide a complete, accurate and deliverable recipient name, street or supported delivery point, postal code, locality and country. A reachable email address and, where the route lawfully requires it, a telephone number or destination-specific identifier may be needed for delivery or customs communication.

6.2 Corrections before dispatch. Contact Maison immediately after discovering an error. Maison will make reasonable efforts to correct an address before dispatch, but a change is effective only when Maison confirms it. Once preparation or dispatch has reached a stage that cannot reasonably be changed, Maison may be unable to redirect the parcel or may need to wait for it to return.

6.3 Material destination changes. Changing the destination country, tax territory, delivery service or another material routing element may affect price, law, availability and customs. Maison may require cancellation and a new order rather than alter the accepted order, subject to the contract and mandatory rights.

6.4 Safe places, neighbors and pickup points. A customer-authorized safe place, neighbor, locker, pickup point or redirection is assessed under the actual authorization, carrier record and mandatory risk rules. No single status automatically proves physical receipt. Monitor a time-limited pickup notice and contact Maison promptly if access is unavailable or the parcel cannot be located.

7.1 Consumer transit risk. For a consumer sale, the risk of accidental loss or damage generally remains with Maison until the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods. Dispatch or a first carrier scan does not by itself transfer that risk.

7.2 Independently appointed carrier. A different rule may apply if the consumer independently appoints a carrier or other transport person that Maison did not previously name as an available option. A carrier selected from Maison's checkout remains part of Maison's delivery arrangement for this purpose. Mandatory law governs the actual allocation.

7.3 Delivery evidence. A delivered status, signature, photograph, one-time code, location record or recipient statement can be relevant evidence. Maison considers its reliability and context, including the address and any customer authorization. A carrier status is not an automatic denial of credible non-receipt.

7.4 Non-consumer orders. A business order follows the Terms, accepted order terms and mandatory law. Maison will not classify a person as a business customer merely to avoid consumer protection.

8.1 Reporting delay. Contact Maison if the order-specific delivery period expires or a material delay becomes apparent. Include the order number and identify each parcel or item still outstanding. Maison will review preparation, dispatch, tracking, carrier and customs information and will communicate the available status and next step.

8.2 Additional delivery period. Where required before termination, the consumer may ask Maison to deliver within an additional period that is reasonable in the circumstances. If Maison does not deliver within that additional period, the consumer may terminate the affected contract and obtain reimbursement as provided by law.

8.3 When no additional period is required. An additional period is not required where Maison refuses to deliver, where delivery within an agreed period or on an agreed date was essential and that importance was established before contract formation, or where another mandatory rule permits immediate termination. Maison will not require an artificial waiting period when the legal conditions for termination are already met.

8.4 Partial orders. If only part of an order is delayed or cannot be delivered, the available termination or reimbursement normally concerns the affected part. A wider outcome may apply if the products form an agreed unit or the customer cannot reasonably be expected to keep the delivered part without the outstanding goods. The applicable law and accepted order determine the result.

8.5 Reimbursement and other rights. After effective termination for non-delivery, Maison reimburses the amount due without undue delay. Shared refund administration cannot add a condition or delay. Separate rights to damages or expenses remain available where their legal conditions are met.

9.1 Whole parcel or missing item. Report a whole parcel that did not arrive under this policy. If a parcel arrived but an item assigned to it is missing, report incomplete fulfillment under the Returns, Refunds & Product Issues Policy. For a split order, check the shipment allocation before treating an item as missing.

9.2 Reasonable initial checks. Maison may ask the customer to check the delivery address, entrance, mailbox, authorized safe place, household, building reception, neighbor or pickup point where appropriate, and to confirm whether anyone accepted the parcel. These checks must remain proportionate and do not make the customer responsible for pursuing the carrier instead of Maison.

9.3 Investigation. Maison may compare carrier records, final-mile details, signatures, photographs or location data with the order facts and may request proportionate confirmation of non-receipt. A police report, carrier admission or particular document is not an automatic condition of a statutory outcome.

9.4 Prompt reporting without a shortened deadline. Prompt reporting helps preserve carrier and tracking evidence, so the customer should contact Maison as soon as reasonably possible after the expected delivery or disputed status. This practical request does not incorporate an operational provider's claim window, shorten a statutory period or waive rights solely because a report was made later.

9.5 Outcome where delivery is not established. If lawful delivery cannot be established, Maison will provide the performance, replacement, termination, reimbursement or other outcome required by the accepted contract and applicable law. An operational reimbursement decision or credit arrangement does not determine the customer's rights against Maison.

9.6 Parcel found after an outcome. If the original parcel arrives after a replacement or full reimbursement, contact Maison promptly. Maison may arrange a no-cost return or agree another lawful outcome. Do not retain both parcels, or the goods and full reimbursement, without Maison's written agreement.

10.1 Visible parcel issue. If a parcel is visibly damaged, open, wet, crushed, resealed or otherwise appears tampered with, document the condition where reasonably possible and contact Maison promptly. If accepting or opening it may be unsafe, do not handle it further and follow the safety route supplied by Maison or the competent authority.

10.2 Helpful evidence. Photographs of the parcel, label, packaging and goods can help distinguish transit damage, missing contents and a product issue. If safe and practical, keep relevant packaging for a reasonable period while Maison assesses whether it is needed. A carrier note, unopened-parcel photograph or immediate inspection is helpful where available but is not an absolute condition of a statutory right.

10.3 Product remedy route. Damage to a product, a wrong item or contents missing from an otherwise delivered parcel is assessed under the Returns, Refunds & Product Issues Policy. A possible product-safety concern is escalated under the Product Safety, Compliance & Recalls Policy. Maison remains responsible for coordinating both routes.

For a damaged, incorrect or incomplete delivered parcel, read the Returns, Refunds & Product Issues Policy. For a possible safety issue, read the Product Safety, Compliance & Recalls Policy.

11.1 Customs cooperation. For a cross-border parcel, a customs authority or carrier may lawfully require recipient information, an import identifier, confirmation of value or another document before release. The customer must provide accurate, proportionate information within a reasonable time where the requirement lawfully applies. Maison will never ask the customer to misstate the value, product, origin or purpose of a shipment or to describe a commercial order falsely as a gift.

11.2 Secure handling of sensitive information. Do not send identity documents, tax identifiers or sensitive customs material through a general contact form. If the information is legally necessary, Maison will identify a secure, verified channel, including a direct authority or carrier channel where appropriate. Submit only required data.

11.3 Customs holds and delay. A customs inspection, information request or payment review can delay release. Monitor the tracking and any verified request and contact Maison if the request is unclear, unexpected or inconsistent with the order. A customs delay does not by itself transfer transit risk, prove customer fault or remove statutory delay and non-delivery rights.

11.4 Pickup and failed delivery. When a verified notice places a parcel at a pickup point or records a failed attempt, the customer should follow the stated collection or redelivery instructions within the available period where reasonably possible. Contact Maison promptly if the notice was not received, the point is inaccessible, identification cannot lawfully be provided or the parcel is not present.

11.5 Refusal and non-collection are not withdrawal. Refusing a parcel, failing to collect it or not responding to a customs request does not by itself cancel the order or exercise a right of withdrawal. A customer who intends to withdraw must give Maison a clear withdrawal statement in accordance with the Right of Withdrawal & Order Cancellation Policy.

11.6 Allocation of failed-delivery costs. A properly disclosed, lawful customer-payable public charge or customer action may affect delivery. Any customer-caused cost of a new delivery is governed exclusively by the conditions in Section 12.4. An undisclosed, duplicate, erroneous or Maison-caused charge is not customer-caused and does not support such a cost.

To make a clear change-of-mind withdrawal, follow the Right of Withdrawal & Order Cancellation Policy.

12.1 Reasons for return. A parcel may return because the address was incomplete or undeliverable, delivery attempts failed, the parcel was not collected, customs requirements were not completed, delivery was refused, the carrier made an error or another routing event occurred. A return status is the beginning of a case review, not an automatic finding of responsibility.

12.2 Identification and inspection. Maison may need to trace the parcel, wait for it to reach a case-specific logistics location and confirm its identity and condition before a same-parcel redelivery can be considered. The customer should confirm the address and relevant circumstances. Maison will communicate the available lawful outcome once the necessary facts are established.

12.3 Redelivery is not always possible. Redelivery of the same parcel is not guaranteed if it is lost, unsafe, damaged, used, unidentifiable, incomplete, unavailable or legally unsuitable. For a logistics failure, Maison provides the outcome required by this policy, the accepted contract and law. Delivered-item nonconformity is handled under the product-issue policy.

12.4 Customer-caused return. If delivery fails solely and culpably because of customer-supplied address information, or refusal or non-collection after a due and proper attempt and required notice, Maison may request only the documented, actual incremental cost of a new delivery, without markup, where the accepted terms disclosed that possibility and law permits. Maison must establish the customer cause; the customer may show no or lower additional cost. Maison will explain the amount before redelivery, and the order value is not forfeited automatically.

12.5 Maison or operational error. Maison bears the delivery and remedy costs caused by Maison, its production or fulfillment agent, or a carrier for whose performance Maison is legally responsible. The customer will not be charged for redelivery needed because Maison supplied the wrong address data, used an unsuitable service, failed to complete its customs role or otherwise caused the return.

12.6 Operational addresses are not return addresses. A dispatch origin, operational address or return reference shown on a parcel is used for logistics and is not Maison's legal address or a general customer-return address. Do not send a product to an address found on a parcel label or provider website unless Maison has authorized that destination in writing for the specific case.

12.7 Unclaimed returned parcels. For an unclaimed parcel, Maison will send a final written notice stating a reasonable response deadline and possible consequence. After expiry, and subject to law, Maison may arrange lawful storage, recycling, donation, disposal or other handling. No provider deadline extinguishes statutory rights. If the parcel becomes unavailable, any logistics outcome is determined under this policy, the accepted contract and law.

Logistics-based termination or reimbursement remains governed here. A faulty, damaged or otherwise nonconforming product is governed by the Returns, Refunds & Product Issues Policy.

13.1 How to report. Use the Maison The Five Contact page and state that the message concerns shipping or delivery. Include the order number, affected product or parcel, delivery postal code, tracking reference if available, the issue, relevant dates and the outcome requested. For a split order, identify each parcel or item separately.

13.2 Proportionate evidence. Maison may request information reasonably necessary to verify the address, delivery status, customs event, returned parcel or claimed loss and to prevent duplicate reimbursement. Requests will remain proportionate to the issue and applicable burden rules. An operational provider's preferred evidence or approval does not substitute for the evidence requirements or legal standard that applies.

13.3 Data minimization. Do not submit full payment-card details, passwords, unrelated identity documents or unnecessary sensitive information. Maison may share order, recipient, address, contact, customs and case data with relevant operational providers, authorities and professional advisors for performance, investigation, legal compliance and claim handling. Each recipient receives only the individual data fields necessary for its role.

13.4 Maison remains responsible for the response. Maison may coordinate operational providers internally. The customer need not open a provider account, accept provider credit, use a provider-only process or wait for a provider refund as a substitute for Maison's obligation.

Report a delivery issue through the Maison The Five Contact page. For the handling of claim and delivery data, read the Privacy Policy.

14.1 Contact route. Use the Maison The Five Contact page for an address correction, delivery delay, missing parcel, customs request, pickup problem or returned-to-sender case. Maison may provide case-specific instructions in its response. The seller's legal identity and statutory business details are provided in the Legal Notice where legally required and are not repeated unnecessarily in this operational policy.

14.2 Version governing the order. Maison may update this policy prospectively as requirements change. A new version does not reduce mandatory rights or rewrite delivery terms attached to an accepted order. The accepted contract documents and applicable law remain controlling.

14.3 Mandatory rights. Nothing in this policy excludes or restricts a non-waivable consumer right, a more favorable local rule or another remedy available under applicable law. If a provision conflicts with mandatory law, the mandatory rule applies and the remaining provisions continue where legally possible.

Contact Maison through the Maison The Five Contact page. For the contract baseline, read the Terms & Conditions of Sale and Website Use.

POLICY MAINTENANCE Maison The Five maintains this policy and reviews it as requirements change. The Policies Hub version is current for new orders. The policy and delivery terms accepted with an existing order continue for that order, subject to mandatory rights. Current Maison policies are available in the Maison The Five Policies Hub.