Maison Orvéa – United Kingdom and United States

Last updated: 29 July 2026

1. Delivery destinations and checkout information

Available destinations, shipping methods, charges and estimated delivery times are displayed at checkout. Maison Orvéa may decline or cancel an order if an address cannot be served, stock is unavailable or a payment or security check fails. Any payment for a cancelled item will be refunded.

2. Dispatch and delivery timing

We aim to dispatch and deliver within the timeframe shown at checkout or in the confirmation email. For UK consumer orders, goods will be delivered without undue delay and no later than 30 days after the contract unless another date is agreed. For US orders, if no shipment time is clearly stated, we will have a reasonable basis to ship within 30 days; if we cannot meet the promised or applicable time, we will offer the choice to accept a delay or cancel for a prompt refund.

3. Taxes, duties and import charges

Prices and taxes collected by Maison Orvéa are shown before payment. Cross-border orders may be subject to import VAT, customs duties or carrier clearance fees. Where Maison Orvéa collects these amounts, they are shown at checkout. Otherwise, the recipient may be asked to pay them to the carrier or local authority.

4. Address accuracy, delivery and risk

Please verify the delivery address before ordering. Re-shipping costs may apply when an address error is attributable to the customer. Risk of loss or damage remains with Maison Orvéa until the goods are physically delivered to you or a person identified by you, except where you independently appoint a carrier not offered by us.

5. Tracking, delays and missing parcels

Tracking is provided where available. If tracking does not update or delivery is unusually late, contact contact@maison-orvea.fr with the order number. Do not assume a parcel is lost before the carrier's investigation period has elapsed. Mandatory rights to cancel, receive replacement goods or obtain a refund remain available.

6. Cancellation before dispatch

Contact contact@maison-orvea.fr as soon as possible. We will try to stop or amend the order, but cannot guarantee this once fulfilment or shipping has begun.

7. 30-day commercial returns

For eligible change-of-mind returns, email us within 30 calendar days of delivery. Items returned under this commercial policy must be unused, unwashed, complete and in resaleable condition, with original packaging and accessories where reasonably possible.

·   Provide the order number and identify the product and quantity being returned;

·   Pack the goods securely and follow the return instructions we send;

·   Do not send goods to the registered office unless we specifically give that address for returns;

·   Personalised or made-to-order goods are not eligible for change-of-mind return, unless defective or supplied incorrectly;

·   Gift cards and fully performed digital services are non-returnable to the extent permitted by law.

8. UK statutory cancellation

A UK consumer buying at distance may normally notify us of cancellation within 14 days after receiving the goods, without giving a reason, and then has a further 14 days to return them. The consumer may inspect goods as they could in a shop; a deduction may be made for diminished value caused by handling beyond what is necessary to establish nature, characteristics and functioning.

For a valid UK statutory cancellation, we refund the item price and the cost of our least expensive standard outbound delivery. Extra express-delivery costs are not refundable. This section does not apply to statutory exceptions, including genuinely personalised goods.

9. How to request a return

Email contact@maison-orvea.fr with your name, order number, items and reason. We will provide the correct return address and instructions.

10. Return costs

For change-of-mind returns, the customer pays direct return shipping costs when this was disclosed before purchase. Maison Orvéa pays or reimburses reasonable return costs for goods that are faulty, damaged in transit, misdescribed or sent incorrectly.

11. Damaged, faulty or incorrect goods

Contact contact@maison-orvea.fr as soon as reasonably possible with the order number and clear photographs. Prompt contact helps with carrier claims but does not remove statutory rights. UK goods must be of satisfactory quality, fit for purpose and as described. US state warranty and consumer-protection rights remain unaffected.

12. Refused or unclaimed parcels

If a parcel is returned because it was refused, unclaimed or undeliverable due to customer-supplied address information, actual outbound, return and clearance costs may be deducted from the refund where legally permitted.

13. Refunds

Refund timing, payment method, deductions and late-refund steps are set out in the Refund and Cancellation Policy.