Shipping policy
We currently ship to customers across the United Kingdom using trusted third-party logistics partners. Below you'll find details on our processing times, delivery estimates, and how to track your order.
Order Processing Time
Orders are processed within 1–3 business days after payment is confirmed.
Processing times exclude weekends and public holidays.
Shipping Costs
Free shipping on all orders within the United Kingdom – no minimum spend required.
Estimated Delivery Times
Region Estimated Delivery Time
United Kingdom 6–11 business days
Total delivery time breakdown:
- Processing time: 1–3 business days
- Transit time: 5–8 business days
- Estimated total delivery time: 6–11 business days
Note: Shipping times are estimates and may vary slightly due to courier delays, public holidays, or seasonal demand. The timeframes shown include order processing time.
Carriers
Orders are delivered by Royal Mail, DHL eCommerce, or DHL Express.
Order Tracking
Once your order ships, you will receive a confirmation email with your tracking number and a link to follow your shipment. If you don't see it within 3 business days, please check your spam folder or contact our support team for assistance.
Shipping Delays or Missing Packages
While we aim to meet all estimated delivery windows, delays may occasionally occur due to courier disruptions, public holidays, or seasonal demand.
If tracking shows your parcel has been delivered but you have not received it, please check with housemates or neighbours, confirm the delivery address, and allow 24 hours, as parcels are sometimes marked as delivered prematurely. If it still hasn't arrived, contact us and we will open an investigation with the courier.
If your package has not arrived within 15 business days of shipping, please email us at hello@maisonsoreve.com and we will investigate the issue promptly with the courier.
Damaged Parcels
If your order arrives damaged, take photos of the product and packaging immediately, then contact us within 48 hours of receipt with your order number and the photos. We will assess the situation and arrange a replacement or refund where applicable.
Incorrect or Incomplete Addresses
We ship to the address provided at checkout. Please double-check your information before placing an order. Address changes are only possible before shipment, so contact us as soon as possible if something needs correcting. If an order is returned to us due to an incorrect or incomplete address, it will be cancelled and refunded, and you can place a new order with the correct address. Shipping remains free.
Cancelling an Order
You can cancel your order as long as it has not yet been shipped – please contact us immediately to do so. If the order has already shipped, you can return it in accordance with our Return and Refund Policy.
Support
If you have any questions about your shipment, feel free to contact us at: hello@maisonsoreve.com
Business Information
Company Name: Qevanoo GmbH T/A Maison Soreve
Business Registration No.: CHE-207.402.352
Registered address: Baarerstrasse 112, 6300 Zug, Switzerland
Email: hello@maisonsoreve.com
Phone: +44 7988 949724
Hours of operation: Monday to Friday, 10:00–18:00 CET
Response time: Within 24–48 hours