Shipping policy

Shipping Policy

1. Shipping Areas & Carriers

We ship from our fulfilment centres to Australia, New Zealand and most international destinations.

Our trusted logistics partners may include DHL, Australia Post, NZ Post, and other reliable local or international carriers depending on the destination and selected shipping method.

2. Order Processing

Orders are generally processed within 24 to 48 business hours.

Orders placed after 12:00 PM on Friday, during weekends, or on public holidays will be processed on the next business day.

You will receive a confirmation email as soon as your order has been shipped.

3. Estimated Delivery Times

Australia: 5 to 10 business days
New Zealand: 5 to 10 business days
International: 6 to 12 business days, depending on the destination

Delivery times are estimates provided by carriers and may vary during periods of high demand, customs processing, severe weather, carrier delays, or any other circumstances beyond our reasonable control.

4. Shipping Costs

Shipping costs are calculated automatically at checkout based on the destination, weight and volume of the package.

We regularly offer free shipping promotions. Please check the current offer on the product page or at checkout.

5. Order Tracking

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

Tracking updates may take up to 24 hours to appear after the carrier performs the first scan of the package.

6. Addresses & Failed Deliveries

Please ensure that your shipping address is entered correctly at checkout.

If a package is returned due to an incorrect address, failure to collect the package, or repeated unsuccessful delivery attempts, we may reship the order once the customer has paid the applicable reshipping costs.

7. “Delivered” Status but Package Not Received

If the tracking shows “Delivered” but you have not received your order, please contact us at info@maisonatelieraura.com within 24 to 48 hours.

We will open an investigation with the carrier to help locate or replace your package where possible.

We strongly recommend adding Shipping Protection at checkout, where available, to benefit from faster replacement or refund assistance in case of loss, theft or damage during transit.

8. Damaged Package or Incomplete Order

If your order arrives damaged or incomplete, please notify us within 24 hours of delivery and include photos of the packaging and the affected items.

This allows us to review your request quickly and efficiently.

If the issue is due to a faulty, damaged, incorrect or non-compliant product, we will handle the case in accordance with applicable consumer laws.

9. Customs & Taxes

For international shipments, customs duties, import taxes or clearance fees may apply upon arrival.

These charges are the responsibility of the customer and are not included in our prices unless clearly stated otherwise at checkout.

Refusal to pay customs or import charges may result in the package being returned or destroyed by local authorities.

In such cases, shipping costs and any associated fees are non-refundable, unless otherwise required by applicable law.

10. Order Changes or Cancellations

You may request a change or cancellation before your order enters the preparation stage.

Once an order has been prepared or shipped, we cannot guarantee that changes or cancellations will be possible.

Please contact us as soon as possible at info@maisonatelieraura.com for assistance.

11. Shipping Contact

For any shipping-related questions, please contact us:

Email: info@maisonatelieraura.com
Company: ATELIER AURA™ — 8THPATH LLC
Registered address: 8206 Louisiana Blvd NE, STE A, Albuquerque, NM 87113, United States