Shipping Policy

Please pay attention to the fact that we create every single dress individually and each item is produced in dedication to each order.

Preparation & Dispatch

Preparation, production and dispatch times vary by dress, size, customisation requirements and availability. Any lead time stated for the selected product or confirmed by our team applies to that order. Please contact us before ordering for a specific event date.

Production and preparation are separate from shipping transit time. The delivery estimate starts only after dispatch.

Shipping & Delivery

Unless otherwise stated, all orders are shipped via FedEx Express. Estimated shipping transit time is shown at checkout and starts only after dispatch. This transit time does not include production or order preparation; any product-specific lead times apply separately.

Our dresses ship with the Delivery At Place method, requiring the recipient's signature. Do not change the delivery method, otherwise, we cannot guarantee its arrival. If the customer changes the delivery method to Front Door or Backyard, without a signature, we are not responsible for the parcel and its loss.

Shipping Fees

We offer complimentary worldwide delivery, excluding custom-made items and the destinations listed below.

A flat £100 shipping charge applies to the 40 destinations below, regardless of order value or item quantity. There is no free-shipping threshold for these destinations. The final delivery charge is shown at checkout before payment.

Destinations with flat £100 shipping

Benin, Côte d’Ivoire, Eritrea, Fiji, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Honduras, Jamaica, Kyrgyzstan, St. Kitts & Nevis, Kazakhstan, St. Lucia, Sri Lanka, Libya, Madagascar, Myanmar (Burma), Martinique, Mauritania, Montserrat, Mauritius, Mozambique, Namibia, Nicaragua, Nepal, Nauru, Papua New Guinea, Sudan, Suriname, South Sudan, El Salvador, Sint Maarten, Togo, Tajikistan, Timor-Leste, Turkmenistan, Tanzania, Vietnam, South Africa.

If you need your item(s) sooner, please contact our team directly via email at info@maisonharleen.com. Original standard delivery charges are refunded where required by law when you exercise an eligible return. Additional charges for upgraded delivery are not refunded. See our Return Policy for the full refund conditions.

We do not process or ship orders on weekends or holidays.

Maison Harleen is not responsible for delays due to local disruptions.

The shipping transit time starts when your order is dispatched, not when it is placed. Production and preparation times are separate and may be longer during sales; please refer to any lead time stated on the product page.

Once your order has left us, you’ll receive an automatic message on your phone and email with your tracking information so you can follow its progress.

Customs duties, import taxes, brokerage, clearance and other charges billed directly to you by customs authorities, couriers or other third parties are payable by you to the organisation that charged them. For change-of-mind returns and exchanges, Maison Harleen does not reimburse these third-party charges unless applicable law requires it. Any available refund of such charges must be requested from the relevant authority or provider under its own rules.

Taxes and charges collected by Maison Harleen, mandatory delivery refunds, and any costs we are legally required to bear for faulty, damaged or incorrectly supplied goods are handled in accordance with applicable consumer law. This section does not exclude those obligations.

14-Day Returns

Request a return or size exchange for eligible non-personalised products within 14 days of delivery. Where no statutory return right applies, our voluntary return offer is limited to orders containing one item. This single-item condition does not restrict mandatory consumer rights; UK statutory cancellation rights also cover eligible items in multi-item orders.

Personalised pieces made to your individual measurements, design or alteration requirements are excluded from change-of-mind returns and size exchanges because they are made specifically for you and cannot be resold as a standard item. A standard-size piece is not personalised merely because it is made after ordering. Rights for faulty, damaged or incorrectly described goods are unaffected.

For return and exchange parcels sent by you, postage is paid by you as the sender directly to your chosen carrier. We do not provide prepaid return labels. Please contact us for return instructions before posting and keep your postage receipt. For change-of-mind returns and size exchanges, these shipping costs remain your responsibility.

If an item is faulty, damaged or incorrectly supplied, contact us before paying for a return so we can agree a suitable arrangement. Where applicable consumer law requires Maison Harleen to bear reasonable return costs, we will arrange the return or reimburse those costs. We do not charge a restocking fee.

Read our Return Policy for instructions, item-condition requirements and refund timing.