Shipping policy

Shipping

1. General

Hudson Maison is committed to a safe, reliable, and transparent shipping process. This shipping policy explains how orders are processed, shipped, tracked, and delivered.

2. Order Processing

All orders are typically processed within 1–2 business days of payment being received. During this time, items are inspected, securely packaged, and prepared for shipment.

Please note: orders are not processed on weekends or holidays.

3. Shipping Method

We work with European and international shipping providers. The shipping provider is selected automatically based on availability, delivery speed, and delivery address.

Note on international logistics centers Some of our orders are handled through international logistics centers. In rare cases, additional requirements from the relevant customs authorities may apply during cross-border shipping or return processes. These procedures are governed by the responsible authorities and shipping providers and are outside our control.

4. Delivery Time

The estimated delivery time is:

5–14 business days after shipment, depending on:

  • Delivery address
  • Customs clearance
  • Shipping provider workload

Important: all delivery times are estimates. External delays (customs, weather, holidays) are outside our control. A delay does not entitle the customer to immediate cancellation of the contract, as long as the item is still within normal transit.

4.1 Customs, Duties & Import Taxes (Orders Outside the United States)

Orders shipped to destinations outside the United States may be subject to import duties, VAT or sales taxes, customs clearance fees, or local handling charges imposed by the destination country. These charges are not included in your order total. They are set by the customs authorities of your country, and the customer is responsible for paying them. We have no influence over their amount or when they are collected.

Depending on the destination, these charges may be collected by the carrier before or at delivery. If you are unsure what applies to your order, please contact your local customs office before ordering.

Some countries (for example Saudi Arabia and Oman) require additional recipient details for customs clearance, such as a phone number, a complete address in the national address format, or a national ID number. Please make sure your details at checkout are complete and accurate, as missing information can delay clearance or cause the shipment to be returned.

If you refuse to pay these charges or refuse the delivery, the shipment is treated as a failure to accept delivery, and Section 6.3 applies.

5. Order Tracking

Once your order has shipped, you will receive an email with your tracking number.

Please note:

  • The first tracking update may take up to 5 business days to appear.
  • A stagnant tracking status does not necessarily mean the package is lost (it is often being processed by customs).

6. Delivery & Liability

6.1 Delivery to the Address Provided

Delivery is made to the address provided at checkout. Please double-check your information carefully. If delivery fails due to an incorrect address, the customer is responsible for the cost of reshipment.

6.2 Proof of Delivery ("Delivered" Scan)

We work with shipping providers who document delivery via GPS scan or signature. If tracking shows "Delivered" but you have not received the package, please check:

  • Your mailbox
  • Neighbors or housemates
  • Hidden spots around your entrance

If the package remains missing, please contact us right away. Important: if you have authorized the carrier to leave packages unattended (e.g., "leave at the door"), the risk of theft or loss transfers to you once the package has been left.

6.3 Costs in the Event of Non-Delivery (Failure to Accept Delivery)

If a shipment is returned to us because:

  • the address provided was incorrect or incomplete,
  • the name was not on the mailbox,
  • the package was not picked up from the branch/pickup point within the storage period after notification,
  • or delivery was refused,

this is considered a failure to accept delivery. In these cases, we reserve the right to:

  • charge the shipping fee again if reshipment is requested;
  • deduct the return shipping costs charged to us by the shipping provider from the refund amount, in the event of cancellation/refund.

7. Delays & Force Majeure

We accept no liability for delivery delays caused by force majeure (strikes, natural disasters, unforeseeable customs seizures). In such cases, the delivery time will be extended accordingly.

8. Lost Packages

A package is officially considered lost if there is no further tracking movement after 30 business days and the shipping provider has confirmed the loss. In this case, you will of course receive a full refund or a free replacement shipment.

9. Transport Damage

Please inspect your shipment immediately upon receipt for completeness and condition.

If the package shows external damage, we strongly recommend reporting this to the carrier immediately and taking photos. Please notify us as soon as possible (ideally within 48 hours), including your order number and photos of the damage, so that we can file a claim with the carrier. Your statutory warranty rights remain unaffected.

10. Customer Service

For any questions about shipping, please contact us at: info@hudsonmaison.com

We typically respond within 24 hours (Mon–Sun).