Shipping policy

SHIPPING POLICY

Shipping Policy

Last updated: 12 August 2026

This Shipping Policy explains how Maison Lorne processes, dispatches and delivers orders within the United Kingdom.

Please read this policy before placing an order. The delivery methods, charges and estimated timeframes available for your specific order will also be displayed at checkout.

1. Delivery Area

Maison Lorne currently delivers to addresses within the United Kingdom only.

We do not currently offer international delivery.

Orders cannot be delivered to countries or territories that are not available as delivery destinations during checkout.

2. Order Processing

Orders are normally processed within 1–3 business days after they are placed.

Processing may include:

  • payment and order verification;
  • product preparation;
  • quality checks;
  • packaging;
  • preparation for dispatch.

Business days are Monday to Friday, excluding UK bank holidays.

Orders placed during weekends or bank holidays will normally begin processing on the next business day.

The processing period is separate from the estimated delivery time after dispatch.

3. Delivery Options and Charges

The following delivery options are currently available for eligible UK orders.

Royal Mail Standard Shipping

  • Shipping charge: £3.50
  • Free Standard Shipping: available on eligible orders with an order value of £120 or more, as calculated at checkout
  • Processing: 1–3 business days
  • Estimated delivery after dispatch: 6–8 business days
  • Estimated total time from order: approximately 7–11 business days
  • Tracking: included

Royal Mail First-Class Rushed Shipping

  • Shipping charge: £8.50
  • Processing: 1–3 business days
  • Estimated delivery after dispatch: 4-6 business days
  • Estimated total time from order: approximately 4–9 business days
  • Tracking: included

The delivery method and price displayed at checkout will apply to your order.

Selecting Rushed Shipping shortens the estimated delivery period after dispatch but does not remove the normal order-processing period.

4. Delivery Estimates

Delivery timeframes are estimates and are not guaranteed delivery dates unless we expressly agree otherwise.

The total estimated delivery period consists of:

  1. order processing; and
  2. delivery after dispatch.

Delivery may occasionally take longer due to circumstances such as:

  • disruption within courier networks;
  • severe weather;
  • UK bank holidays;
  • unusually high order volumes;
  • operational or transport disruption;
  • incorrect or incomplete delivery information;
  • circumstances outside our reasonable control.

Nothing in this section removes or restricts your statutory consumer rights.

Unless another delivery period has been specifically agreed with you, we will deliver goods within the period required by applicable UK consumer law.

5. Dispatch and Tracking

Once your order has been dispatched, we will send a shipping confirmation to the email address supplied at checkout.

Where available, the confirmation will include:

  • a tracking number;
  • the delivery service;
  • a tracking link or instructions.

Tracking information may take a short period to become active after dispatch.

Please check your spam or junk folder if you have not received your shipping confirmation.

6. Delayed Orders

A parcel may still be in transit if the estimated delivery window has recently passed.

If your order has not arrived by the end of its estimated delivery period, contact:

contact@maisonlornelondon.com

Please provide:

  • your full name;
  • your order number;
  • your delivery address;
  • any tracking information available.

We will investigate the shipment and, where necessary, contact the relevant delivery service.

Maison Lorne remains responsible for meeting its legal delivery obligations.

Unless another delivery period has been agreed, UK distance-selling rules generally require goods to be delivered within 30 days.

7. Lost, Missing or Undelivered Parcels

If a parcel appears to be lost, missing or undelivered, please contact us so that we can investigate.

We may ask you to confirm:

  • the delivery address;
  • whether another household member received the parcel;
  • whether the parcel was left in an authorised safe place;
  • whether the courier supplied delivery evidence.

Where an order is confirmed as lost or has not been delivered as required, we will provide an appropriate resolution in accordance with your statutory rights, which may include replacement or refund.

You will not be required to resolve a confirmed carrier loss directly with the courier before receiving appropriate assistance from Maison Lorne.

8. Damaged Parcels or Incorrect Items

If your parcel arrives damaged or contains an incorrect item, contact us as soon as reasonably possible:

contact@maisonlornelondon.com

Please provide your order number and a description of the problem.

Photographs may assist us in investigating the issue more quickly, but your statutory rights will not depend solely on providing photographs.

Faulty, damaged, incorrect or misdescribed goods will be handled in accordance with our Returns & Refund Policy and applicable UK consumer law.

9. Delivery Address

Customers are responsible for checking that the delivery information supplied at checkout is complete and accurate.

If you notice an error, please contact us as soon as possible.

We may be able to amend an address before dispatch, but changes cannot be guaranteed once processing or dispatch has begun.

If an order is returned because the customer supplied an incomplete or incorrect address, reasonable additional delivery costs may apply before the order is dispatched again.

This does not apply where the delivery issue was caused by Maison Lorne or the delivery service.

10. Failed Delivery Attempts

Where a delivery attempt is unsuccessful, the delivery provider may:

  • attempt delivery again;
  • provide instructions for redelivery;
  • deliver the parcel to a collection point;
  • return the parcel to the sender.

Customers should follow the tracking information and instructions provided by the delivery service.

If a parcel is returned to us following unsuccessful delivery attempts, please contact us so that we can review the available redelivery or refund options.

11. Order Changes and Cancellations

Contact us promptly if you need to change or cancel an order before dispatch.

We cannot guarantee that an order can be modified or stopped once processing has begun.

If your order has already been dispatched, any cancellation and return rights will be handled in accordance with our Returns & Refund Policy and applicable UK consumer law.

12. Contact Us

For questions regarding shipping, delivery or tracking, contact:

Maison Lorne
Operated by NORTHBRIDGE GLOBAL COMMERCE LTD
Company Number: 16826998
Registered Office: 128 City Road, London, United Kingdom, EC1V 2NX
Email: contact@maisonlornelondon.com

Please include your order number where applicable.