Shipping & Returns

Shipping time. Depending on your location, shipping time fully depends on destination and customs regulations and usually ranges from 5 to 10 business days.

Please note that we reserve the right not to deliver an order if we believe the address is not secure, for example a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

You should receive an email confirming your order. If you do not, please check your junk email folder or contact us straight away, as it is possible your order has not been successfully completed.

To ensure that there are no mistakes with addresses, please check that the confirmation order email has the correct details, and contact us straight away if any details are incorrect.

We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by us only as an estimate. We encourage you to order in a timely fashion to avoid delays caused by shipping or product availability.

Additionally, the products may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. As the customer, you will be responsible for paying any such import duties and taxes.

For all our shipments, we use DHL or FedEx.

Please keep in mind that production time may increase during busy seasons and holidays.

Current production for our collection is 20 to 25 days.

Please understand that every single item on our website is handmade by skilled artisans and seamstresses specifically for you, with your preferences in mind, size, colours and more. We do not offer anything mass produced, only high end apparel and accessories of the best quality. In this regard, please keep in mind that production time may vary from season to season. Always check current production time to ensure that you will receive your items in a timely manner. If an item is needed by a certain date, please leave a note with your order specifying the date it is needed by. Please contact us at info@maisonava.com if you have any questions regarding our production time.

Our store will automatically charge sales tax for orders to be delivered within the United States. For orders shipped to other destinations, the products may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. You, the customer, are solely responsible for any sales taxes and other import duties that may apply.

• If you are not satisfied with your purchase, we will gladly accept your return of unworn or unwashed merchandise within 14 days from the date delivered. You can initiate your return by emailing us at info@maisonava.com.
• All personalised items custom ordered through our Privé services are final sale and are not eligible for return, refund or exchange.
• Returned merchandise must be in the original packaging with all tags attached and be in the same condition as when it was delivered. The refund will be issued to the original form of payment. Please allow 10 to 15 business days to process your return. We reserve the right to refuse return of any merchandise that does not meet the above return requirements.
• Maison Ava does not assume responsibility for reimbursement or compensation in the event that any return package is lost, stolen or mishandled.
• To return an online purchase, contact us at info@maisonava.com to initiate a return merchandise authorisation, which is required to process a return. We will provide you with instructions on where returns should be shipped. If you choose to return an item, we will provide you with a refund of the original merchandise price and original shipping charges. The cost of return shipping will be deducted from your refund. Please allow 10 to 15 business days after receipt of the return to process your refund.