FAQ – Frequently Asked Questions

Where does Maison Alder deliver?
We ship worldwide from our distribution centers in Germany. While the majority of our orders are delivered within Europe, we cater to a global clientele. If your country is available at checkout, we can ship to you.
What are the shipping costs?
Our current DHL shipping options are:
  • DHL Free Shipping – On orders over €150.00
  • DHL Standard Shipping – €8.99 (Orders from €0.00–€149.99)
  • DHL Insured Shipping – €12.99
  • DHL VIP Shipping – €19.99 (Priority handling & enhanced tracking)
Available options and exact prices for your location will be displayed at checkout before finalizing your order.
How long does shipping take?
Delivery times depend on your country and the chosen shipping method:
  • Processing Time: 1–3 business days (Picking & packing)
  • DHL Standard (EU): Approx. 3–8 business days after dispatch
  • DHL Full / VIP (EU): Approx. 2–5 business days after dispatch
  • International (Global): Approx. 5–12 business days, depending on destination and customs.
Note: These are estimates and may be extended by external factors such as customs or local holidays.
How can I track my order?
As soon as your order is shipped, you will receive a confirmation email with your DHL tracking number. You can use the link provided in the email to track your package's status online at any time.
Are there additional customs or import duties?
For deliveries outside the European Union, additional customs duties and import taxes may apply. These fees are levied by local authorities and are the responsibility of the recipient. Please check with your local customs office for specific regulations.
How do returns and exchanges work?
You have a 30-day return policy from the date you receive your order, provided the items are:
  • Unworn, unused, and in perfect condition.
  • With all original tags still attached.
  • In their original packaging.
For EU deliveries, you also have a statutory 14-day right of withdrawal.
How do I initiate a return?
Send an email to infozhauberlux@gmail.com with your:
  • • Order Number
  • • Full Name
  • • Items to return and reason (optional)
We will provide the return address and instructions. Unannounced returns cannot be accepted.
When will I receive my refund?
Once your return is inspected and approved, the refund will be processed back to your original payment method within approximately 10 business days.
Which payment methods do you accept?
We accept major credit/debit cards (Visa, Mastercard), digital wallets (Apple Pay, Google Pay, Shop Pay), and various local payment methods available during checkout.
How can I contact you?
For any inquiries, reach us at:
Email: infozhauberlux@gmail.com