Delivery & Customer Care

Shipping & Returns

Important information to help you understand processing, delivery, inspection and returns.

Order Processing

Orders are prepared after payment has been successfully authorised. Processing time is separate from transit time. Orders placed on weekends, public holidays or during busy periods may begin processing on the next business day.

Once an order enters fulfilment, changes to the delivery address or cancellation may no longer be possible. Please check your contact and delivery details carefully before submitting payment.

Secure Delivery

Where available, tracking details are sent by email after dispatch. High-value shipments may require a signature, age-appropriate adult recipient or additional carrier verification. Do not authorise unattended delivery for valuable goods unless you accept the associated risk.

Delivery estimates are not guaranteed. Carrier disruption, customs checks, weather and incomplete address information can cause delays.

International Orders

Available countries and delivery services appear at checkout. The recipient is responsible for accurate customs information and for any import duties, taxes, brokerage or handling fees not collected at checkout. Customs authorities may inspect or delay a shipment. Refusal to pay destination charges may cause the parcel to be returned, and related costs may be deducted where permitted by law.

When Your Order Arrives

Check the parcel and shipping label before opening.
Photograph any tears, crushing, moisture or tampering.
Open carefully and retain all packaging.
Compare the item with your order confirmation.
Contact us promptly if anything is missing, incorrect or damaged.

These steps help us raise a carrier claim and investigate efficiently.

Return Eligibility

To be considered for return, an eligible item must be requested within the return period stated at purchase, remain unused and unchanged from the condition in which it was delivered, and include every accessory and piece of packaging supplied.

Any Maison Valmont security, identification or return tag must remain attached. Removing or altering it may make the item ineligible for return, except where local consumer law provides otherwise.

How to Request a Return

Before sending anything back, use our Contact page and provide your order number, the item being returned and the reason for the request. Wait for return instructions and the approved return address. Parcels sent without authorisation, to the wrong address or using cash-on-delivery may be refused.

Pack the item securely and use a tracked, appropriately insured service when return shipping is your responsibility. Keep the receipt and tracking number until your return is completed.

Inspection & Refunds

Returned items are inspected before approval. If accepted, the refund is issued to the original payment method, less any lawful deductions disclosed in the applicable policy. Original or return delivery charges may be non-refundable unless the item was faulty, incorrect or consumer law requires otherwise.

Bank and payment-provider processing times are outside our control.

Non-Returnable Items

Subject to applicable law, exclusions may include final-sale goods, customised items, gift cards, items returned late, items with removed security tags, and goods showing use, damage or alteration after delivery. Hygiene-sensitive items may also have restrictions where legally permitted.

Your statutory rights for faulty or misdescribed goods are not excluded.

Questions about an order?

Contact us before purchasing if you need delivery, customs, condition or return clarification.