Shipping Policy

Last updated: September 21, 2026

Maison Rose is operated by STMSD LTD, a UK company with registration number 16220363. This policy applies to orders placed at trymaisonrose.com.

1. Delivery destinations

We ship to destinations available at checkout. Enter your complete address to see the shipping options available for your order.

Please provide a physical street address. We do not currently deliver to PO Boxes. If your address is not supported, contact us before ordering or provide an alternative address where you can receive the parcel.

Our UK correspondence address in Section 13 does not identify your order’s dispatch location. Do not use it for returns without return instructions.

2. Shipping charges and free shipping

Our standard shipping charges are:

Delivery destination	Order subtotal below $89 USD	Order subtotal of $89 USD or more
United States	$5.99 USD	Free standard shipping
Other supported destinations	$6.99 USD	Free standard shipping

For free-shipping eligibility, the order subtotal is the value of the products after discounts and before delivery charges and taxes. Free standard shipping is applied automatically to eligible orders at checkout.

These amounts are in US dollars (USD). If shopping in another supported currency, check the displayed currency and shipping amount. Applicable shipping charges are shown before you place your order.

Free shipping covers the standard outbound delivery charge. It does not make change-of-mind return postage free or automatically include import charges described in Section 11.

3. Order processing and daily cut-off

We normally process and prepare orders for dispatch within 1–3 business days.

Our daily order cut-off is 5:00 PM GMT (17:00, UTC+0). Orders received after this time, at weekends, or on a public holiday enter processing on the next business day. The cut-off concerns the start of processing; it is not a promise of same-day dispatch.

For this policy, business days are Monday–Friday, excluding UK public holidays. Carrier schedules and public holidays in the destination country can also affect delivery.

If information needed to fulfil your order is missing, we will contact you. Please reply promptly so we can resolve the issue. If we cannot dispatch within the stated processing period, we will explain the delay and your options as described in Section 7.

4. Estimated delivery times

Transit time begins when the carrier physically receives your parcel. Processing time is additional:

Delivery destination	Processing time	Estimated transit time	Estimated total time
United States	1–3 business days	7–14 business days	8–17 business days
Other supported destinations	1–3 business days	5–14 business days	6–17 business days

Total estimates combine processing and transit, subject to the cut-off and non-working days in Section 3. Delivery times are estimates, not guaranteed arrival dates. Customs clearance, local carrier schedules, severe weather, and peak demand may affect arrival.

These estimates do not remove late-delivery rights. If you need an item for a particular date, contact us before ordering to discuss whether we can agree that deadline.

5. Dispatch confirmation and tracking

We will email tracking details so you can follow your parcel’s progress.

A tracking number may be generated while an order is being prepared. “Label created” or similar wording does not, by itself, mean the parcel has been dispatched. Dispatch means the goods have been handed to the carrier.

Tracking normally begins showing carrier activity within 24–72 hours after dispatch. Updates may be intermittent during international transport or handover between delivery services. Contact us if tracking has not activated after this period or you need help interpreting its status.

6. Orders delivered in separate parcels

Orders may arrive in separate parcels with separate tracking details and delivery dates.

We will not add shipping charges when we split your order. Check each shipment’s contents and contact us if you are unsure whether another parcel is due.

Separate deliveries do not reduce any statutory cancellation period that applies from receipt of the final item in an order.

7. Delayed dispatch, late delivery, and missing parcels

If dispatch is delayed, we will email you with a revised dispatch date where available, or explain that a reliable date is not yet available. We will give you the option to agree to the delay or cancel for a refund, and obtain your consent where required by law. We will not treat an order as shipped merely because a label exists.

Contact us if your delivery exceeds the estimated window or tracking has shown no update for more than 10 business days after dispatch. This is a contact trigger, not an automatic declaration that the parcel is lost. We will investigate with the carrier, update you, and provide an appropriate resolution.

Where UK or EU delivery rules apply, goods must arrive within the agreed period or, if no different period has been agreed, generally within 30 calendar days. You may be entitled to set a reasonable additional delivery deadline and cancel for a refund if it is missed. Extra time may not be required if we refuse delivery or an agreed delivery date was essential.

We will not delay a refund required by law indefinitely while a carrier investigates. An “in transit” status does not override cancellation or refund rights. For confirmed loss or other qualifying non-delivery, we will arrange a replacement or refund as appropriate. You do not need to return goods you never received, and we will not require a replacement or store credit where you are entitled to a refund.

8. Tracking says delivered, but you have not received it

Please check the delivery address, any safe place you authorised, and whether someone in your household or building accepted the parcel. Where appropriate, check with neighbours or your local delivery office.

If you still cannot locate it, contact us with your order number. We will review the tracking and request available delivery evidence from the carrier. A delivered scan alone will not automatically close your claim. We will assess the circumstances and provide assistance or a remedy consistent with your applicable rights.

9. Damaged, faulty, or incorrect deliveries

Please inspect your order when it arrives and contact us as soon as you discover damage, a fault, an incorrect item, or missing contents. Include your order number and a description of the issue.

Photos of the product, packaging, and shipping label are helpful, but tell us if you cannot provide them. Reporting a problem more than 7 days after delivery does not remove your statutory rights.

We will arrange an appropriate remedy under our Return & Refund Policy and applicable law. We cover necessary return postage for faulty, damaged, or incorrect goods. Please contact us for instructions before sending an item back.

10. Address errors, unsuccessful delivery, and returned parcels

You are responsible for entering a complete and accurate delivery address and contact details. If you notice an error, email us immediately. We will try to correct it, but cannot guarantee an address change after dispatch.

If a parcel is returned because of an address error, refusal, or non-collection, contact us to discuss redelivery or cancellation. Any reasonable, actual redelivery charge attributable to information you supplied will be explained and agreed before reshipping. You will not be charged to correct an error made by us.

Refusing or not collecting a parcel is not, by itself, a clear cancellation notice. Tell us if you wish to cancel. These situations do not automatically cause you to lose the entire purchase price; any refund or permitted deduction will reflect the circumstances and your legal rights.

11. Customs, import charges, and optional shipping protection

Cross-border deliveries may be subject to import duties, taxes, or carrier clearance charges. Charges legally payable by the recipient are your responsibility unless they have already been collected or expressly included at checkout. Their application depends on the destination and shipment.

We will explain any applicable charges known to us before purchase and collect amounts that we are legally required to collect. This policy does not transfer our own tax obligations to you or permit undisclosed charges contrary to applicable law. If a carrier requests a charge you believe was prepaid, contact us with the payment request.

If optional shipping protection is offered, its price and coverage will be described before purchase. Buying it is not required to receive help with a delivery problem or exercise statutory rights.

12. Order cancellations, refunds, and returns

To request cancellation before dispatch, email us as soon as possible. We will try to stop fulfilment and confirm the outcome promptly.

If the entire order is cancelled before dispatch, we will refund the payment, including the delivery charge, to the original payment method within 10 business days of confirming cancellation, or sooner where required by law. For refunds required under applicable US rules for delayed or unshipped orders, we issue the refund within seven working days after the right to a refund arises. Your payment provider may need additional time to display the credit.

If the order has already shipped, we may be unable to intercept it. We will explain your return or cancellation options. Processing or dispatch does not remove an applicable statutory withdrawal right.

For other refunds, timing and amounts follow our Return & Refund Policy, with any shorter statutory deadline taking priority. If the whole order qualifies for a non-delivery refund, we will also refund the original delivery charge paid and any other amounts required by law.

You can request an eligible return within 30 calendar days after receiving the item. Customers normally pay change-of-mind return postage; we cover necessary postage for faulty, damaged, or incorrect items. We charge no restocking fee. Contact us for the correct return destination and instructions.

13. Consumer rights and contact details

Nothing in this policy excludes or limits mandatory consumer rights. Where applicable law provides a more favourable entitlement, that law takes precedence.

Maison Rose (operated by STMSD LTD)
Company registration number: 16220363
Business correspondence address: 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom
Email: info@trymaisonrose.com
Phone: +44 20 37696285
Customer support: Monday–Friday, 9:00 AM–5:00 PM GMT (UTC+0)

Include your order number when contacting us. Send returns to the destination provided in your return instructions.