01
Processing Time
Orders placed before 12:00 noon Hong Kong time on a business day enter processing the same day. Orders placed after that cutoff, or on weekends and public holidays, are processed the next business day. Standard pieces ship within 1–3 business days of payment. Made-to-order pieces require 5–10 business days. You will receive a tracking email the moment your order leaves our atelier.
02
Order Cancellation
Orders may be cancelled within 30 minutes of placement by emailing care@maisonaero.com with your order number. After that window, the atelier has begun processing and we cannot intercept. If you need to change a shipping address and we have not yet generated a label, we will update it, once the label is printed, the package must complete delivery before we can redirect.
03
Carriers & Delivery
Domestic (Hong Kong): SF Express, 1–2 business days. United States: DHL Express or USPS Priority International, 5–8 business days. Europe & UK: DHL Express, 7–12 business days. Rest of world: DHL Express or tracked local carrier, 10–18 business days. Free standard shipping on orders above $100 USD. Express upgrade is available at checkout for an additional fee displayed at the time of order.
04
Signature & Risk of Loss
Orders totalling $150 USD or more require adult signature at delivery. You may waive this by arranging pickup at a carrier hold location through your tracking portal. Risk of loss transfers to the recipient when the carrier confirms delivery or when a designated agent signs for the package. We do not ship to PO boxes, parcel lockers, or freight forwarders, these channels cannot be reliably insured and we will refund any order routed to such an address.
05
Tracking
Tracking numbers activate within 24–48 hours of carrier handoff. If the status has not updated by hour 48, the package is in transit and has not been scanned at a sorting facility yet, not lost. If tracking remains unchanged for more than 7 business days after handoff, email care@maisonaero.com with your order number and we will open a carrier trace the same day.
06
Duties & Taxes
For United States, European Union, and United Kingdom destinations, all duties and import taxes are prepaid at checkout, no surprise fees on delivery. For all other countries, we estimate duties at checkout where possible but cannot guarantee final amounts; your local customs authority has final say. If your order is held at customs pending payment, the carrier will contact you directly.
07
Lost or Delayed Packages
If a carrier trace confirms the package is lost, we file the claim on our side the same day and offer you an immediate replacement or refund, your choice. Final determination and replacement shipment occur within 10 business days of the carrier ruling. Force majeure events (natural disasters, regulatory disruptions, pandemics) pause all shipping timelines until the carrier resumes normal operation.