Shipping policy

Shipping Policy

At Maison Sorel, we are committed to providing clear, transparent, and reliable shipping information. This Shipping Policy explains our shipping destinations, order processing times, estimated delivery times, tracking procedures, and other important details regarding the delivery of your order.

Shipping Area

Maison Sorel ships worldwide.

We accept and process orders from customers across the United States and internationally. Shipping availability may occasionally be limited in certain countries or regions due to carrier restrictions, customs regulations, international sanctions, local laws, or circumstances outside our reasonable control.

Available shipping options will be displayed during checkout based on the delivery address provided.

Shipping Address

Your order will be shipped to the delivery address entered during checkout.

Please make sure that your:

Full name is correct;
Street address is complete;
Apartment, suite, or unit number is included where applicable;
City and state or province are correct;
Postal or ZIP code is included;
Country is selected correctly;
Telephone number and email address are accurate.

Incorrect or incomplete shipping information may result in processing delays, failed delivery attempts, additional carrier charges, or the package being returned to the sender.

Customers are responsible for reviewing and confirming their shipping information before completing an order.

Order Processing Time

All orders are normally processed within 1–3 business days.

Business days do not include weekends or public holidays.

Orders placed during weekends, public holidays, promotional events, or periods of unusually high demand may be processed on the following business day.

Once your order has been processed and shipped, you will receive a shipping confirmation email containing your tracking information.

Estimated Shipping Time

After processing, your order will be shipped from our logistics center.

The estimated shipping time is:

8–12 business days

Shipping times may vary depending on the destination country, local postal services, customs procedures, transportation availability, and other external circumstances.

Possible causes of shipping delays include:

Seasonal demand;
High order volumes;
Promotional or sale periods;
Carrier capacity limitations;
International transportation disruptions;
Customs clearance procedures;
Public holidays;
Severe weather conditions;
Incorrect or incomplete shipping information;
Local delivery service interruptions;
Government restrictions;
Circumstances outside our reasonable control.

Estimated Total Delivery Time

The estimated total delivery time includes both order processing and shipping:

Processing time: 1–3 business days;
Shipping time: 8–12 business days.

Estimated total delivery time: approximately 9–15 business days from the date of purchase.

These delivery times are estimates only and are not guaranteed delivery dates.

International orders may occasionally require additional time due to customs clearance procedures or delays involving the destination country’s local carrier.

Our logistics team continuously monitors shipments and works to ensure that orders are delivered as quickly as reasonably possible.

Shipping Costs

Maison Sorel offers free shipping on all orders worldwide.

There are no additional standard shipping or handling fees charged by Maison Sorel unless otherwise clearly stated during checkout.

Customs duties, import taxes, brokerage fees, or other charges imposed by the destination country are separate from shipping fees and may still apply.

Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, processing charges, or other fees imposed by the destination country or local authorities.

Unless otherwise expressly stated during checkout, these charges are not included in the product price and are the responsibility of the customer.

Maison Sorel does not control these charges and cannot predict their amount.

Customers are responsible for complying with the import laws and regulations of their destination country.

A package refused because of unpaid customs duties or import charges may be returned to the sender. Any refund or reshipment will be handled in accordance with our applicable refund and return policies, and any non-refundable shipping, customs, carrier, or return costs may be deducted where permitted by law.

Secure Payment Options

We offer secure payment methods protected by SSL encryption, including:

Visa;
Mastercard;
American Express;
UnionPay.

All payments are processed securely through our authorized payment service providers.

Maison Sorel does not directly store complete payment card details.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number or tracking link.

You can track your order at any time here:

https://shopmaisonsorel.com/apps/parcelpanel

Please note that tracking information may take approximately 3–8 business days to appear after the package has left our logistics center.

A temporary delay in tracking updates does not necessarily mean that the package has stopped moving or has not been shipped. International packages may travel between logistics facilities before the local carrier provides the next tracking update.

Multiple Packages

Orders containing multiple products may occasionally be shipped in separate packages.

When this occurs:

The packages may arrive on different dates;
Each package may have a separate tracking number;
Receiving one package does not necessarily mean that the remaining products are missing.

No additional shipping fee will be charged when an order is divided into multiple packages by our logistics providers.

Incorrect or Incomplete Shipping Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

If you notice an error in your shipping address, contact us as soon as possible at:

info@shopmaisonsorel.com

We will make reasonable efforts to update the address before the order is processed. However, once the order has been shipped, we may not be able to modify or redirect the delivery address.

If delivery cannot be completed because the address provided was incorrect, incomplete, inaccessible, or undeliverable:

The package may be returned to the sender;
The carrier may charge additional fees;
We may contact you to confirm the correct address;
Reshipment may require payment of additional shipping or carrier costs;
Another appropriate solution may be offered depending on the circumstances.

Failed Delivery Attempts

The shipping carrier may make one or more delivery attempts or leave the package at a local pickup location.

Customers are responsible for monitoring the tracking information and following any instructions provided by the local carrier.

If a package is returned because it was not collected, the recipient was unavailable, delivery was refused, or the carrier could not complete delivery, additional shipping costs may apply before the order can be shipped again.

Delivery Confirmation

Once a package has been marked as delivered by the shipping carrier, the delivery will generally be considered completed.

If your tracking information shows that the package was delivered but you cannot locate it, please:

Confirm that the shipping address is correct;
Check around the delivery location;
Check your mailbox or parcel locker;
Ask household members or neighbors;
Check with reception, security, concierge, or building staff;
Contact the local shipping carrier;
Allow a short additional period, as some carriers mark packages as delivered shortly before physical delivery.

You may also contact our customer service team, and we will assist you in investigating the shipment with the carrier where reasonably possible.

Lost Packages

A package will not be considered lost solely because tracking information has not been updated for several days.

International shipments may experience periods without visible tracking updates while the package is moving between countries, customs facilities, or logistics providers.

If the package has not been delivered within a reasonable period after the estimated delivery window, contact us at info@shopmaisonsorel.com.

We may ask you to confirm your delivery address and cooperate with the carrier’s investigation before a replacement, refund, or other resolution can be considered.

Damaged Packages

If your order arrives damaged, contact us as soon as possible after delivery.

Please provide:

Your order number;
A description of the damage;
Clear photographs of the package;
Clear photographs of the damaged product;
A photograph of the shipping label where possible.

Do not discard the packaging until our customer service team has reviewed the issue, as the carrier may require the original packaging as part of its investigation.