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Delivery, returns, payment, and who we are: the answers as they apply to every order.
When will I receive my order?
The delivery time depends on the product: from 6 to 21 days. It is stated on each product page, before payment — not after.
Which countries do you ship to?
To the countries offered at checkout: Australia, Canada, the United States, the United Kingdom, Switzerland, New Zealand, Israel, South Africa and most countries of the European Union. If yours is not listed, write to us before ordering.
Is there a charge for delivery?
No. Standard shipping is free on every order, with no minimum order value. Any delivery charge that may apply to your destination is shown at checkout before you pay.
Will I have to pay customs duties or import taxes?
No. They are at our expense: the price shown on the product page is the final price. If a carrier nevertheless asks you to pay, settle it and send us the receipt at support@maisonvelnaris.com; we refund you in full within 14 days.
How do I track my parcel?
A tracking number is sent to you by e-mail as soon as the parcel is handed over to the carrier.
I haven't received my tracking number
First check your spam folder. If it isn't there, write to us at support@maisonvelnaris.com with your order number: we reply within 24 to 48 working hours.
Can I change my mind after receiving my order?
Yes. You have 30 days from receipt of your order to change your mind and return it.
Who pays the return costs?
Return postage costs remain at your expense. Exception: if the product is damaged or does not match its description, we cover all the costs.
Can I change or cancel my order?
Write to us as soon as possible at support@maisonvelnaris.com with your order number. If the parcel has not yet been handed over to the carrier, we can often step in. After that stage, the 14-day right of withdrawal takes over.
Which payment methods do you accept?
Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay and Shop Pay.
Is payment secure?
Transactions are encrypted and processed by Shopify. We never see your card number.
Who is behind Maison Velnaris?
The shop is operated by Quantum AI Technologies Inc., company number 1752243-6. Full contact details can be found in our legal notice.
How do you choose what you sell?
We explain this in detail on our About us page.
Can I ask a question before buying?
Yes, and that’s the best time to do it. The exact dimensions, the materials, what is included in the box, the delivery estimate for your country: write to us at support@maisonvelnaris.com and we will answer before you order.
