At Maison Sole, we aim to make international shipping as clear and reliable as possible.
This Shipping Policy explains how orders are processed, how delivery times are estimated, how tracking works, what happens when shipping information is incorrect, and how we handle significant delivery issues.
Please note that international shipping times are estimates and may be affected by factors outside Maison Sole’s direct control.
Where We Ship
Maison Sole offers international shipping to many countries and regions worldwide.
Shipping availability may depend on:
- Destination country or region
- Carrier availability
- Local regulations
- Customs restrictions
- Product availability
- Current logistics conditions
If you are unsure whether we can ship to your location, please contact:
before placing your order.
Shipping Costs
Most standard Maison Sole orders qualify for free international shipping.
If any shipping charge applies to your order, it will be shown during checkout before payment is completed.
Special shipping arrangements, bulk orders, remote destinations, or customer-requested shipping upgrades may involve additional charges.
Order Processing Time
Once your payment has been successfully confirmed, your order enters processing.
Processing typically includes:
- Order verification
- Product preparation
- Size and variation confirmation
- Quality inspection
- Packaging
- Shipping label preparation
Most orders are prepared for shipment within approximately 2–5 business days.
Processing times may be longer during:
- Weekends
- Public holidays
- Major promotions
- High order volumes
- Product sourcing delays
- Additional quality checks
Processing time is separate from shipping time.
Shipping Time
After your order has been dispatched, international delivery typically takes approximately:
7–20 business days
for many destinations.
This is an estimate rather than a guaranteed delivery timeframe.
Actual delivery time may vary depending on:
- Destination
- Shipping route
- Carrier
- Customs processing
- Weather
- Public holidays
- Local delivery conditions
- Remote-area delivery
- Transportation disruptions
In some cases, delivery may take longer than the estimated range.
Total Delivery Time
Your total order time consists of:
Processing time + shipping time = estimated total delivery time
For example:
The actual timeframe may vary depending on the circumstances described in this policy.
Estimated Delivery Times by Region
The following timeframes are general estimates after dispatch.
They are not guaranteed delivery dates.
| Country or region | Estimated time |
|---|---|
| United States | 7–14 business days |
| United Kingdom | 7–14 business days |
| Germany | 10–20 business days |
| France | 10–20 business days |
| Italy, Spain and Portugal | 10–20 business days |
| Netherlands | 10–15 business days |
| Greece and Denmark | 10–20 business days |
| South Africa | 7–15 business days |
| Saudi Arabia | 7–14 business days |
| Singapore | 7–14 business days |
Other Destinations
Maison Sole ships to many additional countries and regions that are not listed above.
Delivery estimates for other destinations may vary depending on the shipping route and local logistics network.
If you need an estimated timeframe for your location, contact support@maisonsole.me.
Shipping Carriers
Maison Sole works with international and local logistics providers depending on the destination and available shipping route.
The carrier used for your order may vary according to factors such as:
- Destination
- Delivery speed
- Service availability
- Route reliability
- Local logistics conditions
Possible carriers may include major international or regional shipping providers.
The actual carrier used for your shipment will normally be shown in your tracking information.
Maison Sole does not guarantee that a specific carrier will be used unless this has been confirmed before shipment.
Shipping Confirmation
Once your order has been dispatched, we will normally send a shipping confirmation email to the email address used during checkout.
This email may include:
- Order information
- Tracking number
- Shipping carrier
- Tracking link
Please ensure that the email address entered during checkout is correct.
If you do not receive a shipping confirmation after your order has been processed, check your spam or junk folder first.
If you still cannot find it, contact:
Tracking Your Order
Once tracking information becomes available, you can use the tracking number provided in your shipping confirmation email to follow your package.
Depending on the carrier, you may be able to track your order through:
- The carrier’s official tracking website
- Maison Sole’s order tracking page, where available
- A supported third-party tracking service
Always use the tracking number provided for your specific shipment.
When Will Tracking Information Appear?
Tracking information may not become active immediately after a tracking number is generated.
In many cases, the first tracking event appears within approximately:
48–72 hours
after shipment information has been created.
In some cases, it may take longer.
This can happen because:
- The carrier has not completed the first scan
- The package is moving between logistics facilities
- Tracking data has not yet synchronized
- The shipment is waiting for export processing
A tracking number showing no information immediately does not necessarily mean that the package has not been shipped.
Why Has My Tracking Stopped Updating?
Temporary gaps in tracking are common with international shipments.
Tracking may stop updating temporarily while the parcel is:
- Traveling between countries
- Moving between logistics hubs
- Waiting for customs processing
- Being transferred to a local delivery carrier
- Waiting for the next carrier scan
If your tracking has not changed for an unusually long period, contact:
and include your order number and tracking number.
Our team will help review the shipment status.
Shipping Address Accuracy
Customers are responsible for providing a complete and accurate shipping address during checkout.
Please carefully check:
- Full name
- Street address
- Apartment or unit number
- City
- State or province
- Postal code
- Country
- Telephone number
- Email address
Incorrect or incomplete information may cause delivery delays or failed delivery.
Changing Your Shipping Address
If you notice an error in your shipping address, contact us immediately at:
Please provide:
- Your order number
- The incorrect address
- The correct complete address
If the order has not yet entered shipment processing, we will do our best to update the address.
Once the package has already been dispatched, Maison Sole may no longer be able to change the delivery address.
In this situation, the carrier may need to handle any available redirection or delivery options.
Incorrect or Incomplete Addresses
If a parcel cannot be delivered because the shipping information provided by the customer was incorrect or incomplete, the parcel may:
- Be returned to sender
- Be held by the carrier
- Require redelivery
- Require address correction
- Incur additional shipping costs
If reshipping is necessary because of an address error supplied by the customer, additional shipping charges may apply.
Maison Sole will review the specific situation before arranging reshipment.
Customs Processing
International shipments may be reviewed or inspected by customs authorities.
Customs processing can sometimes cause delivery delays.
Maison Sole does not control:
- Customs inspection
- Customs processing time
- Import restrictions
- Import duties
- VAT
- Other government charges
Customers should ensure that the products they order can legally be imported into their destination country.
Duties, Taxes and Import Fees
Import duties, VAT, customs fees, and other local charges depend on the destination country.
Unless specifically stated otherwise at checkout or in another Maison Sole policy, customers may be responsible for charges imposed by local customs or government authorities.
Maison Sole does not determine or control these fees.
If you are unsure about potential import charges, we recommend checking with the relevant customs authority in your country before ordering.
Customs Delays
If your shipment is held for customs inspection, additional delivery time may be required.
Customers may occasionally be asked by the carrier or customs authority to provide:
- Identification
- Import information
- Payment of duties or taxes
- Additional delivery information
If you receive a customs-related request and need order documentation, contact:
and we will review what assistance can reasonably be provided.
Customs Clearance Issues
If a package experiences a significant customs clearance issue, contact Maison Sole customer support.
Customs cases differ depending on the destination and circumstances.
Our team will review:
- Tracking information
- Carrier status
- Customs status
- Available shipping options
- Applicable Maison Sole policies
Any replacement, reshipment, or refund will be handled according to the specific circumstances and applicable Shipping and Refund & Return Policies.
Delayed Shipments
International shipments may occasionally take longer than expected.
Common causes include:
- Customs clearance
- Weather
- Natural disasters
- Carrier delays
- Transportation disruptions
- Public holidays
- High-volume shipping periods
- Local postal delays
- Remote delivery locations
Maison Sole cannot guarantee an exact delivery date.
However, if a shipment appears significantly delayed, our support team can help review the tracking and available carrier information.
Lost Packages
A package is not considered lost simply because tracking has temporarily stopped updating.
Where a shipment has been delayed for an extended period, Maison Sole may need to work with the shipping provider before the package can be classified as lost.
If the carrier or available shipping evidence confirms that a package has been lost in transit, Maison Sole will review the appropriate solution under our policies.
Depending on the circumstances, this may include:
- Reshipment
- Replacement
- Refund where applicable
Damaged Packages
If your package arrives visibly damaged, please take photos before discarding the packaging.
Where possible, photograph:
- The outside of the parcel
- Shipping label
- Damaged packaging
- Product packaging
- Damaged product
Contact:
as soon as possible and include your order number and relevant photos.
Our team will review the situation and explain the available resolution under the applicable policies.
Tracking Shows Delivered, but I Cannot Find My Package
If tracking shows that your package was delivered but you cannot find it, first:
- Check around the delivery location
- Ask household members
- Ask reception, building management, or neighbors
- Check whether the carrier left the parcel in a safe place
- Contact the local carrier using the tracking number
If you still cannot locate the package, contact Maison Sole.
We may review:
- Tracking details
- Delivery scan
- Carrier information
- Proof of delivery where available
Depending on the circumstances, you may also be asked to open a delivery inquiry or claim with the carrier.
Packages Received by Another Person
If tracking indicates that a package was signed for or collected by another person at the delivery address, please first check with:
- Household members
- Reception
- Building management
- Neighbors
- Authorized recipients
If the package still cannot be located, contact the carrier and Maison Sole customer support.
We will review the available delivery information where possible.
Failed Delivery
A delivery may fail if:
- Nobody is available to receive the parcel
- The address is incomplete
- The address is incorrect
- The recipient cannot be contacted
- The package is not collected from a pickup location
- Local carrier requirements are not completed
If a parcel is returned because of an issue attributable to the customer, additional reshipping charges may apply.
Returned-to-Sender Packages
If a shipment is returned to the sender, contact Maison Sole customer support.
We will review the reason for the return.
Depending on the circumstances, possible options may include:
- Reshipment
- Address correction
- Refund after return processing
- Additional shipping charges where applicable
The available solution depends on why the shipment was returned.
Shipping to Remote Areas
Some remote or difficult-to-service destinations may require:
- Additional transit time
- Alternative carriers
- Additional delivery procedures
- Extra shipping charges
If your address is in a remote location and special handling is required, Maison Sole may contact you before shipment.
Multiple Packages
Some orders may be shipped in more than one package.
This may happen because:
- Products are prepared separately
- Different shipping routes are used
- Package size or weight requires separation
- Bulk orders are divided into multiple shipments
If your order is shipped in multiple parcels, you may receive more than one tracking number.
Do not assume that an order is incomplete simply because one parcel arrives before another.
Bulk Orders
Large or wholesale orders may require special shipping arrangements.
Depending on quantity and destination, bulk orders may:
- Ship in multiple parcels
- Require additional processing time
- Use different carriers
- Require additional logistics coordination
- Have different shipping costs
Customers placing bulk orders should contact:
for shipping arrangements where necessary.
Delivery Estimates Are Not Guarantees
All shipping and delivery timeframes listed on the Maison Sole website are estimates.
They do not constitute a guarantee that delivery will occur on a specific date.
Maison Sole works to provide accurate shipping information, but final delivery timing may depend on third-party carriers, customs authorities, and other external factors.
Relationship With Our Refund & Return Policy
This Shipping Policy should be read together with the Maison Sole:
That policy explains how we handle:
- Returns
- Refunds
- Exchanges
- Incorrect items
- Damaged products
- Certain lost shipment cases
- Return shipping
Where a shipping problem leads to a refund, replacement, return, or exchange request, the applicable Refund & Return Policy terms also apply.
Contact Us
For questions about:
- Shipping
- Tracking
- Delivery estimates
- Address changes
- Delayed parcels
- Customs issues
- Lost packages
- Damaged shipments
contact:
Maison Sole Customer Support Email: support@maisonsole.me
Please include:
- Your order number
- Tracking number, if available
- A clear description of the issue
- Relevant photos where necessary
This will help our team review your request more efficiently.
Delivery support
We’re Here Throughout the Delivery Process
Our responsibility to customers does not end when a parcel leaves our hands.
Maison Sole aims to provide clear tracking information, responsive support, and practical assistance when significant shipping problems occur.
While international delivery can occasionally be affected by circumstances outside our control, we will help review legitimate delivery concerns and explain the available options.
If you need assistance with a shipment, contact support@maisonsole.me.
Customer support
Need Help With Shipping?
Include your order number, tracking number when available, a clear description of the issue and relevant photos where necessary.