Shipping policy
Free shipping on orders over €100 (Europe) and $100 (United States & Canada). We ship with full tracking and insured delivery. Most orders dispatch in 1-3 business days.
Free over €100 / $100
Europe & US / Canada
7-15 business days
In transit
Fully tracked
Insured carrier service
Processing time
Orders are processed and dispatched within 1-3 business days of payment confirmation. Orders placed on weekends or public holidays are processed the following business day.
Shipping rates & transit times
| Region | Transit time | Rate |
|---|---|---|
| Europe (incl. Switzerland) | 7-15 business days | €15 flat, free over €100 |
| United States & Canada | 7-15 business days | $15 flat, free over $100 |
| Hong Kong | 3-10 business days | Free shipping |
Express options
Express shipping is available at checkout for most destinations. Rates vary by weight and destination, the exact cost is displayed at checkout.
Tracking
You receive a shipping confirmation email with your tracking number as soon as your order is dispatched. Track your parcel at any time from your account page or via the carrier's website.
Customs & duties
For European Union orders there are no customs charges. Switzerland is outside the EU: Swiss orders are shipped Delivered Duty Paid (DDP), the price you pay at checkout includes Swiss import fees and VAT, so there is nothing to settle on delivery. Hong Kong orders ship domestically with no customs charges. For the United States and Canada we offer Delivered Duty Paid (DDP) at checkout, the price you pay at checkout includes all import fees, so there is nothing to settle on delivery.
Failed delivery & address issues
If a parcel cannot be delivered because the address is incomplete or incorrect, or because no one is available to receive it after the carrier's retry attempts, the order is returned to our fulfillment partner. Any reshipment costs are at the customer's expense.
Please double-check your shipping address at checkout. We cannot modify the address once an order has been dispatched.
Lost or damaged parcels
If your parcel is lost in transit (no tracking update for 7+ consecutive business days after dispatch) or arrives damaged, contact us within 48 hours of the issue at contact@maison-moya.com with your order number and (if applicable) photographs of the damage. We open a claim with the carrier and arrange a free replacement or refund.
Pre-orders & backorders
Some items are available for pre-order with a specific shipping window indicated on the product page. The full 30-day return period and 14-day right of withdrawal begin from the date you receive the item, not from the pre-order purchase date.
Frequently asked questions
Is shipping really free?
Yes, free shipping is automatically applied at checkout when your subtotal exceeds €100 (Europe) or $100 (United States & Canada).
Do you ship internationally?
Yes, we ship across Europe (including Switzerland), the United States, Canada and Hong Kong. For other destinations, please contact us at contact@maison-moya.com.
When will I receive my order?
Most orders arrive within 7-15 business days from purchase (1-3 days processing + transit). Transit times by region are listed in the table above.
Will I pay extra duties on top of the checkout price?
No for European orders (no customs). For the US and Canada we offer DDP, the checkout price is final, with nothing to settle on delivery.
Can I change my shipping address after ordering?
Only before dispatch. Contact us within 2 hours of placing the order at contact@maison-moya.com and we will update the address if the order is not yet processed.
What if my parcel is lost or damaged?
Contact us within 48 hours of the incident, we open a carrier claim and arrange a free replacement or full refund.
Need help?
Reach our team at contact@maison-moya.com, we reply within one business day, Monday to Friday.
Cosino Company Limited, Room 2902, 29/F, Ho King Commercial Centre, 2-16 Fa Yuen Street, Mong Kok, Hong Kong. CR 79184924. Last updated: 15 May 2026.