Shippings & Returns Policies
At Maison Alia, every piece is handcrafted and finished in our Tuscan atelier. As many of our creations are made to order or personalised for each client, we kindly ask you to read the information below before placing your order.
Shipping
Carrier & Tracking
All orders are shipped via DHL Express, fully insured, with tracking details provided as soon as your order leaves our atelier.
Complimentary Shipping
Complimentary shipping is offered on all orders over 1.500,00 €. Orders below this threshold are subject to a shipping fee, calculated at checkout based on the destination and package weight.
Destinations
We currently ship across the European Union, as well as to Oman, the United Arab Emirates, Saudi Arabia, Qatar, Kuwait, and Bahrain. If your destination is not listed, please contact us at contact@maisonalia.com. We will be delighted to arrange delivery wherever possible.
Processing Time
Ready-to-ship pieces are dispatched within 3 to 5 business days.
Bespoke and made-to-order pieces are handcrafted individually. Production time is approximately six weeks from order confirmation and receipt of the required deposit. We will confirm an estimated delivery date when your order is placed.
Customs & Duties
For shipments outside the European Union, the recipient is responsible for any customs duties, import taxes, or other fees required by the destination country. These charges are not included in the order total and may be collected by the carrier or local customs authorities, where applicable.
Returns & Exchanges
Ready-to-Ship Pieces
Non-personalised, in-stock pieces may be returned within 14 days of delivery, provided they are unused, unwashed, and returned in their original packaging with all tags attached.
To initiate a return, please contact us at contact@maisonalia.com and include your order number.
Bespoke, Personalised & Made-to-Order Pieces
In accordance with EU consumer law (Directive 2011/83/EU, Article 16), goods that are custom-made or personalised to a client’s specifications—including monogrammed linens, bespoke embroidery, and made-to-measure pieces—cannot be returned or exchanged, except in the event of a manufacturing defect.
As each Maison Alia piece is handcrafted specifically for you, we encourage you to review and confirm all measurements, colours, fabrics, and embroidery details carefully before your order is finalised.
Order Changes & Cancellations
As production begins shortly after your order is confirmed, cancellations or modifications may only be accepted within 24 hours of purchase. Once production has commenced, bespoke and made-to-order pieces cannot be cancelled.
Damaged or Defective Items
If your order arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery and provide photographs of both the item and its packaging. We will arrange a repair, replacement, or refund at no cost to you.
Return Shipping
Unless a return is due to our error or a manufacturing defect, return shipping costs are the responsibility of the client. We recommend using a tracked and insured shipping service, as Maison Alia cannot be held responsible for items lost or damaged during return transit.
Refunds
Once your return has been received and inspected, we will notify you by email. Once approved, refunds will be issued to the original payment method within 14 business days. Please note that your bank or card provider may require additional time to process and post the refund.
If you have any questions regarding your order, delivery, or returns, our team will be delighted to assist you. Please contact us at contact@maisonalia.com.
