Shipping policy

Order Preparation

Orders are usually prepared within 1–3 business days, Monday to Friday, excluding public holidays.

Some pieces require individual preparation, inspection, allocation or specific packaging before dispatch. As a result, processing times may vary slightly depending on the model and availability.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

Delivery Times

Most orders are delivered within 3–8 business days after dispatch.

In some cases, delivery may take up to 12 business days after dispatch.

Longer delivery times may occur due to:

• the type or model of product ordered;
• additional preparation or inspection;
• carrier or logistics delays;
• customs processing;
• public holidays or seasonal demand;
• weather conditions; or
• other circumstances outside our reasonable control.

A shipment arriving later than the typical 3–8 business day timeframe does not necessarily mean that it has been lost.

Tracking Your Order

Tracking details are sent to the email address used during checkout once your order has been dispatched.

You can also track your shipment through our Track Your Order page.

Please note that tracking information may not update immediately. In some cases, it can take several business days for the first tracking scan to appear while the parcel is being transferred between logistics partners.

A temporary lack of tracking updates does not necessarily mean that the shipment has stopped moving or has been lost.

International Fulfilment

Maisie London works with international fulfilment and logistics partners.

Depending on product availability, destination and logistics requirements, your order may be dispatched from one of our international fulfilment facilities before being transferred to a local carrier for final delivery.

Tracking may therefore show different carriers or international transit locations during the shipment.

Multiple Packages

Some orders may be shipped in more than one package.

This may happen when:

• products are stored at different fulfilment facilities;
• items require different packaging;
• products are prepared separately; or
• different logistics partners are used.

Packages from the same order may therefore have different tracking numbers, be delivered by different carriers and arrive on different days.

If you receive only part of your order, please check all available tracking information before reporting an item as missing.

Delivery Address

Please make sure your shipping address is complete and correct before placing your order.

If you notice a mistake after placing your order, contact us as soon as possible at support@maisielondon.com.

We will do our best to update the address where possible, but once an order has entered processing or has been dispatched, we may no longer be able to make changes.

If a parcel cannot be delivered because an incorrect or incomplete address was provided, additional shipping charges may apply if the order needs to be sent again.

Failed Delivery Attempts

Customers are responsible for monitoring their tracking information and cooperating with the carrier where necessary to complete delivery.

This may include:

• arranging redelivery;
• collecting the parcel from a local pickup point;
• providing access to the delivery location; or
• responding to a carrier notification.

If delivery cannot be completed, the parcel may be held temporarily or returned.

Packages Marked as Delivered

If tracking shows your parcel as delivered but you cannot locate it, please first check:

• around the delivery location;
• with other household members;
• with neighbours where appropriate;
• reception, concierge, mailroom or building management; and
• any delivery photograph or carrier notes.

If you still cannot locate the parcel, please contact us at support@maisielondon.com.

We will review the available tracking information and, where appropriate, contact the carrier.

Carrier tracking records, delivery scans, photographs, GPS information, proof of delivery or other carrier documentation may be used to confirm delivery.

Delayed or Lost Orders

A parcel is not considered lost solely because tracking has not updated for several days or because delivery has taken longer than the typical delivery timeframe.

If your shipment appears significantly delayed, please contact us so that we can review the tracking history and, where necessary, investigate the shipment with the relevant carrier.

If a carrier confirms that a shipment has been lost in transit, we will provide an appropriate resolution in accordance with our policies and applicable consumer law.