Shipping & Delivery
PROCESSING AND SHIPPING
Your order will be processed and shipped within 1-3 business days (Monday - Friday). We will ship your order as soon as possible, so if you need to make any changes to your order or address, please contact us promptly via email info@emiliamaison.com or through the contact form on the website's contact page. Once the carrier has picked up the package, it is no longer possible to halt the shipment or make alterations. As soon as it becomes available from the carrier, you will receive a tracking code by email to follow each step of the shipment.
Some shipping companies can take more time than others to update the tracking information on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, contact us.
For logistical reasons, items from the same purchase may be shipped in separate packages. If this happens, don't worry, you will receive the rest of your items shortly.
SHIPPING TIME
Delivery time varies by location. Our shipping time is generally 3-10 business days for the United States and 7-14 business days for International orders. All shipping times exclude clearance/customs delays and doesn’t include our processing time. Please keep in mind that processing and shipping times may increase during specific collection launches, holidays, and other peak seasons.
Please note that the deadlines provided are estimated, and your order may arrive earlier or later than the expected delivery timeframe. We recommend to stay attentive to your order tracking.
"Emilia Maison" cannot be held responsible for delays in shipments caused by weather conditions, international customs issues or any other circumstances beyond our control. You can be sure that we do our best to meet the deadlines provided, but problems can happen. We count on your patience and understanding if something does not go as expected, and we are always available to dialogue and clarify any doubts.
SHIPPING COSTS
Free shipping
TAXES AND DUTIES (this is something you have to know)
Depending on your country, import/customs fees may be applied to your order. Please note that we are not liable for any custom fees, hold times, or incorrect shipping information provided. The customer is responsible for any applicable customs fees, taxes, and duties. If a package is refused, no refund will be provided.
"Emilia Maison" is not responsible for any shipping deliveries affected by customs, natural occurrences, air and ground transportation strikes or delays. The customer is responsible for any extra fees, customs, or back-end charges that may apply. If you need clarification on the rates, kindly get in touch with your country's customs office.
DELIVERY (pay attention to your address)
This is the stage where the carrier delivers the products directly to the recipient's address. Note that we do not deliver to P.O. boxes.
Please make sure that your shipping address is correct before processing your order. We cannot guarantee that it will be possible to change the delivery address or the selected shipping method after checkout.
If the package is not successfully delivered due to lack of cooperation from the customer, such as providing wrong telephone numbers or addresses, being absent at the address, non-compliance with import regulations, or failing to collect the package when indicated in the tracking, the package may risk being sent back to our warehouse.
In these cases, we will store the package for up to 30 days after it arrives at our warehouse. This is the deadline for the customer to contact us, providing a new/correct delivery address if necessary, and pay the costs for reshipment. Informing the correct address for delivery and providing the necessary conditions for the delivery to be completed is the sole responsibility of the customer, and we will not issue refunds in case of a return for the reasons mentioned here, or if the customer does not make the payment for a new shipment.
For deliveries to the wrong address by carrier mistake, please submit a claim via the carrier used to ship your order or contact us.
ORDER CANCELLATION
If you wish to cancel an order after payment, please contact us, and we will endeavor to assist you. However, we cannot guarantee cancellation due to orders being swiftly forwarded to the warehouse. If processing or shipping has already taken place, we are regrettably unable to cancel the order, requiring you to initiate a product return.
LOST PACKAGES
We are not responsible for any misplaced or stolen packages if your tracking number shows it as successfully delivered, either in our tracking system and/or directly in the tracking system of the international or local carriers. Stolen or lost packages are nonrefundable if there is a carrier registration confirming successful delivery.
In most cases, a neighbor receives the shipment, or the package is held by a doorman or another person responsible for the final delivery of mail at that address. With a little bit of effort, these packages are typically located.
Packages lost during the shipping process, without delivery confirmation from the carrier, are the sole responsibility of the store (Emilia Maison). In such cases, the customer may choose a new shipment, credit for the paid amount available for use in the store, or a full refund.
DAMAGED/OPENED PACKAGES
If you receive your package, and it is damaged and/or opened, please take a photo of the damage before checking the contents inside. Please submit a claim via the carrier used to ship your order and also contact us.
COMMON AGREEMENT
By placing an order, you accept all these terms & conditions and you are in a binding agreement with us.
STILL HAVE QUESTIONS?
If you have any questions, send us a message: info@emiliamaison.com