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Last updated: 18 September 2026

This policy explains where we deliver, the available shipping options, delivery charges and what to do if a parcel is delayed or does not arrive. Please review the delivery details and final charge at checkout before placing your order.

1 About us

Maison Cheval is operated by MAISONCHEVAL LTD, company number 17313603. Our company address is 123 Disraeli Road, London, SW15 2DZ, England. For questions about delivery, email info@maison-cheval.com and include your order number where available.

This policy should be read alongside our Terms and Conditions and Refund and Returns Policy. These documents do not limit your statutory consumer rights.

2 Delivery destinations and availability

We offer delivery to the countries listed below. The options available for your order are shown at checkout and may depend on the product, delivery address and carrier coverage. A country appearing in the table does not guarantee delivery to every address or territory associated with it.

We do not accept or fulfil orders where doing so would breach applicable sanctions, trade restrictions or other legal requirements. We may be unable to deliver where our carrier or payment provider cannot support the transaction. If a restriction prevents fulfilment, we will contact you where legally permitted and arrange any refund due, subject to applicable law.

3 Delivery rates and estimated timeframes

The rates below are shown in euros. Working days exclude weekends and relevant public holidays. The listed delivery periods are estimates from dispatch, rather than from the moment you place your order. They do not include order processing or customs clearance. Any separate processing timeframe or product-specific delivery arrangement will be shown before purchase.

United Kingdom

Shipping method	Estimated delivery	Rate EUR
Priority Delivery	1–2 working days	€13.52
Standard Delivery	2–4 working days	€8.29
Economy Delivery	3–6 working days	€3.93

European and international destinations

Delivery zone	Countries	Working days	Rate EUR
Europe Zone 1	Germany, France, Italy, Spain, Austria, Poland, Czech Republic, Hungary, Greece, Cyprus, Belgium, Netherlands, Luxembourg, Denmark	4–8	€10.90
Europe Zone 2	Ireland, Portugal, Sweden, Finland, Norway, Switzerland, Malta, Monaco, Andorra	5–10	€16.14
Europe Zone 3	Slovakia, Slovenia, Romania, Bulgaria, Croatia, Estonia, Latvia, Lithuania	6–12	€23.99
Europe Zone 4	Albania, Armenia, Azerbaijan, Georgia, Ukraine, Turkey	7–14	€30.97
Central Asia	Kazakhstan, Kyrgyzstan, Tajikistan, Turkmenistan, Uzbekistan	10–18	€37.08
International	Canada, India, Israel	10–20	€48.42

4 Currency conversion and changes to rates

Delivery rates may be adjusted from time to time to reflect exchange-rate movements. If you shop in a supported currency other than EUR, the displayed delivery charge may vary with the conversion rate used by the website.

The final delivery charge and currency are shown at checkout before you confirm payment. That is the charge that applies to your order. Later changes to our rates or exchange rates do not increase the delivery charge on an order already placed. Any separate currency conversion or fees charged by your bank are governed by your agreement with that provider.

5 Dispatch and tracking

We arrange dispatch after the order has been accepted and the necessary payment and order checks have been completed. If an item is unavailable or a problem affects dispatch, we will contact you using the details provided with your order.

Where tracking is available, we will provide the tracking details so you can follow the parcel. Carrier updates may take time to appear after dispatch. An order may arrive in more than one parcel; we will not charge an additional delivery fee simply because we choose to split the shipment.

6 Your delivery and contact details

You are responsible for providing a complete and accurate recipient name, delivery address, postcode, email address and any contact number needed for delivery. Use an email address you can access and check regularly, as order updates and replies will normally be sent there.

If you notice a mistake, email info@maison-cheval.com as soon as possible. Updating your account does not automatically change an order already being processed. We will try to help, but may be unable to amend or redirect a parcel once it has been dispatched.

Follow reasonable delivery or collection instructions from the carrier. If redelivery is needed because of incorrect details or a missed collection, we will explain any lawful, reasonable additional cost before you agree to it. You are not responsible for costs caused by our mistakes.

7 Customs duties and import charges

International orders may be subject to customs duties, import taxes or local handling charges under the rules of the destination country. Except for the EEA and UK arrangements below, these charges are not included in the product price and are the customer’s responsibility.

EEA deliveries

Under our delivery arrangements, customers receiving orders within the European Economic Area (EEA) are not required to pay additional customs duties or import taxes on delivery.

United Kingdom deliveries

For orders delivered to the United Kingdom, any customs duties, import taxes or fees connected with customs clearance are covered exclusively by MAISONCHEVAL LTD. These charges are not payable by the customer. If a carrier asks you to pay them, contact info@maison-cheval.com with your order number and a copy of the request so we can resolve it.

Customs procedures

We are not responsible for delays or additional costs caused solely by customs procedures outside our reasonable control, except for charges we have agreed to cover, costs caused by our own error or amounts for which we remain responsible by law. Customs checks may extend the estimated delivery period, but do not remove your statutory rights regarding delivery or refunds.

If customs or local postal authorities return an order to us, we may refund the product price without the original shipping charge where legally permitted. We will explain the reason and refund calculation. We will not withhold shipping charges where the return results from our error or where the law requires them to be refunded, including standard delivery charges on a valid cancellation of the whole order.

8 Delayed missing or damaged parcels

If your parcel has not arrived within the estimated timeframe, or tracking shows delivery but you have not received it, email info@maison-cheval.com with your order number and tracking reference if available. We will investigate with the carrier and explain the next steps. A tracking status alone does not settle a dispute about non-delivery.

If a parcel arrives damaged or an item is missing, keep the packaging where practical and send a description and photographs if available. Reporting promptly helps us investigate, but we do not impose an automatic loss of your rights because you did not report within 24 or 48 hours.

We remain responsible for goods until they reach you or a person you nominate to receive them. If you independently arrange a carrier that we did not offer, responsibility may pass when we hand the goods to that carrier, as the law provides.

9 Delivery deadlines and cancellation

Estimated delivery dates are not guaranteed unless we expressly agree otherwise. If delivery by a particular date is essential, tell us before ordering so we can confirm whether we can meet it. Unless a different delivery period is agreed with you, we will deliver without undue delay and within 30 days of the contract being made.

If we miss the agreed delivery deadline, you may give us an appropriate additional period to deliver and cancel if we still fail to do so. Where the law allows, you may cancel immediately, including if we refuse delivery or miss an essential deadline. We will refund amounts due without undue delay.

For other cancellations or returns, contact us before sending goods back. Refusing delivery or leaving a parcel uncollected does not replace a clear cancellation notice. Full return instructions and refund timeframes are set out in our Refund and Returns Policy.

10 Contact details

MAISONCHEVAL LTD

Company number 17313603

123 Disraeli Road

London SW15 2DZ

England

Email: info@maison-cheval.com

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