Shipping Policy

Last updated: September 23, 2026

This Shipping Policy applies to all orders placed with MAISON WOON, operated by Peaq Network Ltd., Craigmuir Chambers, Road Town, Tortola, VG1110, British Virgin Islands ("we", "us", "our"). It forms part of our Terms of Service.

Questions about a shipment: [email protected] — please include your order number.

1. Made to Order

Every MAISON WOON item is produced individually after your payment has been confirmed. Nothing ships from stock. Your total delivery time is therefore made up of two separate stages:

Production time + Shipping time = Total delivery time

2. Production Time

Production usually takes 2–7 business days after your payment has been confirmed on the blockchain and your order confirmation has been issued.

Production time may be longer during peak seasons (November and December), around public holidays, and for certain product types such as all-over-print garments, embroidery or framed items.

3. Shipping Time

Once your order leaves the production facility, estimated transit times are:

All times stated are estimates, not guarantees. Carrier delays, customs clearance, weather events and peak-season volumes can extend delivery times beyond these ranges.

If your order has not shipped within 30 days of your order confirmation, you may cancel it at any time before it ships for a full refund. We will also notify you if we become aware that your order will miss this window.

4. Where We Ship

We ship to all countries available for selection at checkout. If your country does not appear in the checkout address fields, we are currently unable to deliver there.

We do not ship to the European Economic Area, the United Kingdom or Switzerland.

We cannot ship to countries or territories subject to comprehensive international sanctions, and we may cancel and refund orders where delivery would breach applicable export or sanctions rules.

5. Shipping Costs

Shipping costs are calculated at checkout based on the destination and the items in your cart, and are shown before you complete your order.

6. Production Locations and Split Shipments

Our products are made by independent print partners at facilities in several countries. Your order is routed to the facility best suited to the product and destination.

If your order contains several items, they may be produced at different facilities and therefore arrive in separate parcels, on different days, with separate tracking numbers. This is normal and does not mean part of your order is missing. You are never charged extra for split shipments.

Because facilities are located in different countries, items in your order (including items in the same split shipment) may ship from, and be marked with, a different country of origin than you expect. This can mean different customs duties or import charges apply to different parcels within the same order. If one parcel in a split shipment is lost, delayed or undelivered, this does not affect the other parcels in your order, which are each handled individually under Section 10.

7. Customs, Duties and Import Taxes

Unless expressly stated otherwise at checkout, our prices do not include import duties, customs fees, VAT, GST or other local taxes.

Where such charges apply, they are levied by the authorities of the destination country and are your responsibility. They are usually collected by the carrier before or upon delivery. Rates and thresholds vary by country and are outside our control — please check your local import rules before ordering.

If a parcel is refused, or is abandoned at customs because charges were not paid, the order is treated as a refused delivery under Section 10. In these cases, we will refund the item price, less the cost of shipping and handling already incurred.

8. Shipping Address

Please check your shipping address carefully before completing checkout. Address changes are only possible within 2 hours of payment confirmation and only if production has not yet started — email us immediately at [email protected].

We are not responsible for delays, losses or returns caused by an incorrect or incomplete address. Where a parcel is returned to us for this reason, reshipment is possible at your own cost. If we receive no response from you within 14 days, the order is closed and we will refund the item price, less the cost of shipping and handling already incurred.

We recommend using a residential or business address where someone can receive the parcel. Some carriers do not deliver to PO boxes, parcel lockers or forwarding addresses.

9. Tracking

Once your order ships, you receive a confirmation email with a tracking number, where the carrier provides one.

Tracking information can take 24–72 hours to become active after the email is sent. In the case of split shipments, you receive one tracking number per parcel.

For international shipments, tracking detail may become limited once the parcel is handed over to the local postal operator in the destination country.

10. Delays, Lost and Undelivered Parcels

Delayed parcels. International shipments occasionally show no tracking movement for a week or more, particularly during customs clearance. This is usually temporary.

Marked as delivered but not received. Please check with neighbours, building reception, mailroom and your local delivery depot first — parcels are frequently scanned as delivered shortly before they actually arrive. Then contact us.

Deadline. Contact us within 14 days of the last tracking update or the stated delivery date so we can open an investigation with the carrier. For parcels confirmed as delivered by the carrier to the address you provided, we cannot guarantee a replacement or refund.

Refused deliveries. If a delivery is refused by the recipient, the order is treated as a refused delivery. Reshipment is possible at your own cost; otherwise, we will refund the item price, less the cost of shipping and handling already incurred.

Failed delivery attempts. If a parcel is returned to us because the carrier was unable to complete delivery (for example, no safe location, the recipient was unavailable, or a collection window was missed), this is not treated as a refusal. Reshipment is possible at your own cost; otherwise, we will refund the item price, less the cost of shipping and handling already incurred.

11. Damaged, Misprinted or Incorrect Items

If your order arrives damaged, misprinted, defective or incorrect, please see our Return & Refund Policy. Claims must be filed within 30 days of delivery, with photos of the item and the shipping label.

12. Risk of Loss

Risk of loss and damage passes to you upon delivery of the products to the shipping address you provided.

13. Contact

Peaq Network Ltd. (trading as MAISON WOON) Craigmuir Chambers, Road Town Tortola, VG1110 British Virgin Islands

Email: [email protected]