Shipping & Returns
Practical information on delivery times, costs, and our 30-day return policy.
Shipping
All orders ship from our European fulfilment partner within 1 to 3 business days of payment. Once dispatched, you will receive a tracking number by email along with a link to follow the parcel from collection to delivery. The delivery times listed below are estimates for our standard service and exclude weekends, public holidays, and any delays caused by customs clearance for non-EU destinations.
Orders placed before 14:00 CET on a business day are usually prepared the same afternoon. Orders placed after that time, on weekends, or on Belgian public holidays move to the next working day. Larger items such as pendant lamps and floor lamps are packed with reinforced corners and double-walled boxes to protect them in transit.
| Destination | Delivery time | Free shipping | Standard rate |
|---|---|---|---|
| · Europe (EU and UK) | 5 to 10 business days | Orders over 100 € | 12 € |
| · United States | 7 to 14 business days | Orders over $100 | $19 |
| · Canada | 7 to 14 business days | Orders over $100 | $25 |
| · Switzerland | 7 to 12 business days | Orders over 50 CHF | 18 CHF |
Please note: orders shipped outside the European Union (United States, Canada, Switzerland, and other non-EU destinations) may be subject to customs duties, import taxes, or local handling fees on arrival. These charges are set by the destination country and remain the responsibility of the recipient.
Returns
We accept returns within 30 days of delivery. To be eligible, items must be in their original condition, unused, and returned in the original packaging with all protective materials and accessories.
For customers in the European Union, we provide a prepaid return label at no cost. Returns from outside the EU are at the customer's expense and we recommend a tracked service.
To start a return, email contact@maison-moya.com with your order number and the items you wish to send back. We will reply within one business day with the return address and a printable label where applicable.
Once your return is received and inspected at our warehouse, the refund is issued to your original payment method within 7 to 14 business days. You will receive a confirmation email when the refund is processed.
Need help?
If you have a question about a specific order, a delivery date, or a return that is already in progress, our team is reachable by email Monday to Friday. We typically reply within one business day.
Frequently asked questions
What if my order arrives damaged?
Please email us within 48 hours of delivery with your order number and clear photos of the damaged item and outer packaging. We will arrange a replacement or full refund at no cost to you.
Do you ship outside Europe?
Yes. We currently ship to the United States, Canada, and Switzerland. For other destinations, please contact us before ordering so we can confirm availability and rates.
How long until I receive a tracking number?
Tracking numbers are sent by email within 1 to 3 business days of your order, as soon as the parcel leaves our warehouse. If you have not received tracking after 4 business days, please check your spam folder or contact us.
