Shipping policy
Last updated: August 14, 2026
Maison Velume sells lighting and home decor that may vary in size, fragility, configuration, and parcel weight. The timing below is our normal estimate, not a guaranteed delivery date.
Order processing
Most orders are reviewed, confirmed, and prepared within 3 to 4 business days. Processing time can vary with product weight, configuration, availability confirmation, order volume, destination, and carrier handoff requirements. Business days exclude weekends and statutory holidays.
An order confirmation acknowledges that we received your order. It does not mean the order has already shipped. If we need information to complete an order, processing may begin only after that information is received.
Delivery timing
After dispatch, delivery typically takes about 8 business days. The total expected time from order date is therefore generally about 11 to 12 business days: 3 to 4 business days for processing, followed by approximately 8 business days in transit.
These are estimates. Carrier schedules, destination, remote-area service, weather, customs, peak periods, and events outside our reasonable control can extend delivery. The delivery estimate shown at checkout or provided in your order confirmation is the best estimate available at that time.
Shipping destinations, methods, and charges
Available destinations, shipping methods, and charges are shown at checkout based on the delivery address and cart contents. We do not ship to a destination unless Shopify offers an eligible shipping option at checkout.
Any duties, taxes, or import charges collected at checkout will be shown there. If an applicable charge is not collected by Maison Velume, the customer is responsible for any amount assessed by the destination country or carrier. Refusing delivery because of unpaid import charges may result in return and recovery costs being deducted from any available refund.
Tracking and split shipments
When tracking is available, it will be sent to the email address or phone number provided at checkout. Tracking can take several business days to update after a label is created or a parcel is handed to the carrier.
Some orders ship in more than one parcel. Products in the same order can arrive separately and may have different tracking numbers and delivery dates. This is normal for large, fragile, or differently configured products.
Address accuracy and delivery access
Customers are responsible for providing a complete and accurate delivery address, including unit number, buzzer code, and a reachable phone number when required by the carrier. Contact hello@maisonvelume.com immediately if an address needs correction. We cannot guarantee a change after fulfillment begins.
Before ordering oversized lighting or decor, confirm doorway, elevator, stairway, and installation-site clearance. Additional carrier fees caused by an incorrect address, failed appointment, inaccessible location, or refused delivery may be charged to the customer.
Delivery inspection
Inspect all cartons before signing when possible. Photograph visible damage and note it with the carrier. After delivery, retain all packaging until the product has been fully inspected.
Report loss, visible damage, concealed damage, missing pieces, or an incorrect item as soon as reasonably possible, preferably within 48 hours. Include your order number, photos of the parcel and shipping label, internal packaging, full item, and the affected area. Do not install, wire, assemble, modify, or discard a product reported as damaged until we provide instructions.
Delays, lost parcels, and delivery issues
Carrier scans and delivery dates are estimates. If tracking does not update for an unusual period or a parcel appears lost, email hello@maisonvelume.com so we can open an investigation with the carrier. A replacement or refund is considered after the carrier investigation and eligibility review are complete.
Maison Velume is not responsible for delay caused by inaccurate delivery information, a missed delivery, an inaccessible location, a customer-requested hold or change, or an event outside our reasonable control. This does not affect rights that cannot be excluded by law.