Shipping policy

SHIPPING POLICY

At Maison Esmia, every order is an act of care. We take particular care over the preparation and shipping of your orders, so that the quality of the service matches the experience we wish to offer you.

1. Delivery zones

We currently ship our creations to the following countries:

Belgium
France
The Netherlands
Spain
Germany

All orders are shipped from Belgium. No delivery is currently provided outside the European Union.

2. Preparation times

Every order is prepared in our ateliers within a maximum of 1 to 2 business days from confirmation of payment. Orders placed at the weekend or on a public holiday are processed on the next business day.

3. Delivery times

The delivery times below are counted from the dispatch of the parcel (and not from the order):

Belgium - Standard: 3 to 5 business days
Belgium - Express: 24 to 48 hours
France, the Netherlands, Spain, Germany: 3 to 7 business days

These times are given for guidance only and depend on the carrier.

4. Delivery costs

Belgium - Standard: €6
Belgium - Express (24-48h): €12
France, the Netherlands, Spain, Germany: €8
All destinations on orders over €100: free

5. Carrier

All our shipments are handled by Bpost, the logistics partner of Maison Esmia.

6. Tracking your order

As soon as your parcel is dispatched, a confirmation email is sent to you, containing a tracking number and a link allowing you to follow your order in real time.

7. Maison Esmia signature packaging

Every order is prepared by hand and shipped in Maison Esmia signature packaging, designed to offer an unboxing experience worthy of our creations. The care given to the case reflects the spirit of the house: elegance, attention to detail and the pleasure of discovery.

8. Transfer of risk

In accordance with Article VI.44 of the Belgian Code of Economic Law, the risks of loss or deterioration of the products are transferred to the customer at the moment when the customer, or a third party designated by them, takes physical possession of the parcel. Until this handover, Maison Esmia bears all the risks linked to transport.

9. Absence of the recipient and uncollected parcels

In the event of absence when the courier calls, Bpost leaves a calling card and offers the recipient several redelivery or collection options, to be selected via the Bpost email received.

The parcel is then made available at a Bpost pick-up point for 5 days. After this period, it is automatically returned to Maison Esmia.

In the event of the parcel being returned to the sender for lack of collection by the customer, two options are offered:

Re-dispatch of the parcel to the same address or to a new address, at the customer's expense (at the standard rate in force).
Refund of the product, less the actual transport costs borne by Maison Esmia with Bpost, which may exceed the flat-rate contribution paid by the customer at the time of the order.

The customer has a period of 14 days from the return of the parcel to make their choice known by email to contact@maisonesmia.com. After this period, Maison Esmia automatically proceeds with the refund according to the terms above, in order to close the matter in the best conditions.

10. Incorrect delivery address

It is the customer's responsibility to check that their delivery address is correct before confirming their order.

Any request to change the address must be sent to contact@maisonesmia.com as soon as possible, and at the latest before the parcel is dispatched. Once the parcel has been handed to Bpost, no change is technically possible.

In the event of an incorrect or incomplete address provided by the customer, resulting in delivery to the wrong address, Maison Esmia cannot be held liable and will not be required to make a new shipment or a refund. A goodwill gesture may nevertheless be considered on a case-by-case basis.

If the parcel is returned to the sender due to an incomplete or incorrect address, the terms set out in Article 9 above apply.

11. Lost parcel

Maison Esmia undertakes to handle every claim with the greatest care.

If you have not received your parcel within a reasonable time after the estimated delivery date, contact us at contact@maisonesmia.com within 14 days of that date.
An investigation is immediately opened with Bpost, without delay.
Without a satisfactory response from the carrier, Maison Esmia will proceed with a re-dispatch of the product or a full refund within 7 to 10 business days from the opening of the investigation, without waiting for Bpost's official conclusion.

12. Damaged parcel

In the event of receiving a visibly damaged parcel or a product damaged on opening:

Send us a few photographs of the parcel and the product concerned at contact@maisonesmia.com within 48 to 72 hours of receipt.
Maison Esmia will proceed, as appropriate, with the replacement of the product or its full refund, as soon as possible.

13. Delivery delay

In accordance with Article VI.43 of the Belgian Code of Economic Law, in the event of a failure to deliver, the consumer retains the option of giving Maison Esmia notice to deliver within a reasonable additional period and, failing performance, of terminating the contract and obtaining a full refund of the sums paid.

In the event of a significant delay attributable to the carrier, Maison Esmia undertakes to keep you informed and to seek the best solution with you, which may go as far as a refund of the delivery costs.

14. Periods of high activity

The preparation and delivery times indicated may be temporarily extended during certain periods, in particular:

The end-of-year holidays;
The Maison's annual closures (the dates will be communicated on the site);
Launches of new collections or capsule collections.

Maison Esmia will endeavour, in all circumstances, to respect the announced times as best it can and will keep its customers informed in the event of a significant delay.

15. Force majeure

Maison Esmia cannot be held liable for any delay or impossibility of performance resulting from an event of force majeure or an event beyond its control, including in particular, but not limited to: strikes (in particular by Bpost or any carrier), bad weather, natural disasters, fires, pandemics, armed conflicts, civil unrest, attacks, government restrictions, major IT failures or failures of telecommunications infrastructure.

In such a case, Maison Esmia will inform the customer as soon as possible and agree with them on the terms for continuing or cancelling the order.

16. Return address

Any correspondence or return of a parcel must be addressed to:

Maison Esmia SRL
Avenue Louise, [NUMÉRO]
1050 Brussels
Belgium

17. Contact

For any question concerning your delivery: contact@maisonesmia.com

Our team will respond to you as soon as possible and with the greatest care.