Shipping policy

Shipping and Delivery Policy

MUAE · La Maison London Limited · Company number 07178915

1. Made-to-order production

All MUAE vessels are hand-cast to order. Unless a product page states otherwise, vessels are prepared for dispatch within 5-7 working days after your order is accepted. Working days are Monday to Friday, excluding UK bank holidays.

Candle inserts and other products may have different preparation times. Where an order contains products with different dispatch times, we may send the order together when all items are ready unless we agree otherwise.

The 5-7-working-day period is a dispatch estimate, not a delivery guarantee. If an unusual delay affects your order, we will contact you using the details provided at checkout.

2. Delivery destinations and charges

Available destinations, delivery methods and charges are shown at checkout. We currently offer the destinations enabled in the MUAE checkout, which may change from time to time.

Delivery charges are calculated before payment and depend on the destination, parcel and selected service. We will not add an undisclosed mandatory delivery charge after the order is placed.

3. Estimated delivery

Estimated transit times begin when an order is dispatched, not when it is placed. Any estimate shown at checkout or in a dispatch email is provided in good faith but may be affected by the carrier, customs, severe weather, industrial action or other circumstances outside our reasonable control.

Unless we agree another date with you, we will deliver without undue delay and within 30 days after the contract is made. If we cannot meet an agreed essential delivery date, your legal rights may include cancelling the order and receiving a refund.

4. Tracking

Where tracking is available, we will send tracking details to the email address used for the order after dispatch. Tracking can take time to update after the carrier receives a parcel.

5. Delivery address

You are responsible for providing a complete and accurate delivery address. Contact care@muae.uk immediately if an address needs correcting. We cannot guarantee that changes can be made once production or fulfilment has begun.

If an order is returned because the address was incomplete or incorrect, or because delivery was refused or not collected, we may charge the reasonable cost of redelivery. This does not affect your statutory rights.

6. International orders, customs and taxes

For deliveries outside the United Kingdom, local import duties, taxes, brokerage charges or customs fees may apply. Unless checkout expressly states that duties and taxes are included, the recipient is responsible for these charges. They are set by the destination authorities and are not controlled by MUAE.

Customers should check local import requirements before ordering. Customs procedures may delay delivery. We cannot describe a parcel as a gift or declare an inaccurate value.

7. Damaged parcels

Please inspect your order promptly after delivery. If the parcel or product has been damaged in transit, contact care@muae.uk as soon as reasonably possible with your order number and photographs of the outer packaging, inner packaging and affected item. Keep all packaging until we confirm the next steps.

8. Lost or delayed parcels

If tracking has not updated or an order appears delayed, contact care@muae.uk. We may need to complete the carrier's investigation before confirming whether a parcel is lost. Your statutory rights regarding delivery remain unaffected.

9. Partial deliveries

We may dispatch an order in more than one parcel. Where we do so, you will not be charged additional delivery fees unless this was agreed before the order was placed.

10. Contact

Delivery enquiries: care@muae.uk

Operator: La Maison London Limited, trading as MUAE

Registered office: 20 Wenlock Road, London, United Kingdom, N1 7GU