Shipping policy

Last updated: 15 September 2026

At Maud Mae Mabel we want you to know where your order is from the moment you place it. Here's how delivery works, the rules for cancelling or amending an order, and what we do when a parcel is late, lost or damaged. This policy applies together with our Returns & Refunds Policy — please read both before you order.

The essentials

Delivery cost: free on all UK orders, with no minimum spend.
Processing: 1–3 working days. Delivery: 3–5 working days. Total: 4–8 working days from your order date.
Tracking: provided on every shipment.
Cancellations: only within 5 minutes of ordering — orders are processed automatically after that.
Returns: international, to our returns centre in the United States, at your own cost.

1. Where we deliver and what it costs

We deliver throughout the United Kingdom and don't currently deliver internationally. Delivery is free on all UK orders, with no minimum spend — the price at checkout is the total price, and no courier will contact you for further payment.

2. Delivery timeframe

Processing — confirming your order, inspecting the items and packing them for transit — takes 1–3 working days. Delivery with our shipping network and your local courier, including any customs clearance, takes an estimated 3–5 working days, so allow 4–8 working days in total from your order date. Orders are processed Monday to Friday; anything placed at a weekend or on a bank holiday begins the next working day. During seasonal peaks and the run-up to Christmas, processing can take up to 2 additional working days.

These are estimates based on courier performance, not guaranteed dates: seasonal volume, customs processing, severe weather and courier operations can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 explains what we do when a parcel is late or lost.

3. Order tracking

You'll receive a dispatch confirmation email once your order is on its way, including your tracking number. Allow 2–5 working days for tracking to show its first scan, and note that a shipment can sit without updates for several days while in transit between courier hubs — neither means anything has gone wrong. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.

Items are dispatched from the warehouse that holds them, so orders containing several items may arrive in separate deliveries on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

4. Cancelling or amending an order

Every order is passed to our fulfilment warehouse automatically and enters processing within minutes. For that reason an order can only be cancelled or amended within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, colours and delivery address carefully before you confirm.

To cancel within the 5-minute window, email support@maudmaemabel.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 2 is the time the warehouse needs to prepare your parcel; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 5).

5. Your delivery address, uncollected and returned parcels

Please check your address carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 4; after dispatch, couriers can't redirect a parcel.

Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the warehouse again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.

Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

6. Delays and parcels marked as delivered

We monitor shipments and follow up on anything that stalls. If tracking shows no movement for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll open an investigation with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

Parcel shows as delivered but hasn't arrived? Check the usual places first — neighbours, household members, a porch, a communal entrance or building management — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. Let us know within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 8 applies.

7. Damaged parcels

If the outer packaging or the item is damaged on arrival, keep all packaging and email us within 3 working days of delivery with your order number and photographs of the outer box, the shipping label and the damaged item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).

8. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 4.

9. VAT and duties

All prices are shown in pounds sterling with VAT included. Orders travel through our international delivery network before reaching your local courier, and all import VAT, customs duties and handling charges are paid by us — nothing is collected on delivery.

10. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@maudmaemabel.com