Shipping policy
What delivery costs
Standard delivery costs nothing: it is free on every order to the United States, the United Kingdom and Australia, with no minimum. The carrier is picked for each package by its destination and its contents.
How long it takes
- Daily order cut off: 5:00 PM Central. An order that comes in before then begins processing on that business day.
- Processing time: 1 to 3 business days to get your order ready and hand it to the carrier.
- Time in transit: 6 to 8 business days once the carrier has it.
- Estimated total: 7 to 11 business days.
A business day is any day from Monday to Friday, leaving out weekends and public holidays. These times are estimates and can run longer when a carrier is delayed, the weather is severe or shipping volumes are high. If your order runs later than these estimates, we will let you know by email.
Customs and import taxes
For orders shipped outside the United States, any customs duties, import taxes or handling fees charged by your country are not covered by Zavienna and remain the responsibility of the customer. Your local customs office can confirm the rates that apply to you.
Tracking
A tracking number is emailed to you when your order ships. It can take 48 to 72 hours for the carrier to log the first scan, and the tracking page may show nothing before that.
Changing or canceling an order
Processing begins soon after an order is placed. To change the address or to cancel, email support@maisonrae.com inside 2 hours of ordering. Once an order is processed it cannot be changed or canceled.
Where delivery is not possible
Our carriers cannot take PO Boxes, military addresses such as APO, FPO or DPO, or restricted areas. Checkout needs a street address, for a home or for a business.
When a delivery fails
If the carrier is unable to deliver, because of an incorrect address or a problem on the carrier's side, the package may be sent back to our facility. We then get in touch about shipping it out again, and a reshipping fee may apply.
Once tracking shows Delivered
Packages are delivered to the address given at checkout, and the risk of loss is ours up to the moment the carrier scans a package as Delivered. After that Delivered scan, Zavienna cannot be responsible for a package that is lost or stolen. If a package left on a doorstep would be at risk in your area, follow the tracking and take it inside soon after it is dropped off.
Lost in transit, or damaged
A package can go missing before delivery, or turn up damaged. In either case email support@maisonrae.com and give your order number; for damage, add photos of the item and of its packaging. The next step is ours: an inquiry with the carrier. If that inquiry confirms the loss or the damage, you choose between a replacement or a refund to your original payment method.
Changes to this policy
This policy may change. Any change is published on this page, and the latest version is the one that applies.