Shipping policy

Shipping Policy

This policy applies to all orders placed on the maison-radiance.com website.

 


1. Order processing

Orders are prepared and shipped within 1 to 3 business days after payment confirmation.

 

2. Delivery Areas

We currently deliver to France, Germany, Belgium, Spain, and Italy. For orders to other countries, please contact us in advance at the following email address: contact@maison-radiance.com.

 

3. Free delivery

Standard delivery is free for all orders shipped to France and neighboring countries. For orders to other countries, please contact us in advance at the following email address: contact@maison-radiance.com.

 

4. Estimated delivery times

For France and neighboring countries: between 3 and 8 business days on average from the date of shipment. Delivery times may vary depending on the destination.

 

5. Order tracking

Once your order has been shipped, you will receive a confirmation email with your tracking number. => If you do not receive an email, or if the tracking number does not update or does not work, don't worry: contact us and we will resolve the issue quickly. For any further information, our team is available at: contact@maison-radiance.com.

 

6. Delays, losses, or delivery issues

In the event of a delivery issue, customers are invited to contact our customer service department by email at the following address: contact@maison-radiance.com. We are committed to processing all requests as quickly as possible.

 


*** Lost packages
Please note that we use the carrier's delivery confirmation as the primary proof of delivery. In the rare event that a package is lost during shipment, we will work closely with our logistics partners to investigate and resolve the issue quickly so that you receive the products you ordered. However, we cannot be held responsible for packages confirmed as delivered by the carrier but which have subsequently been stolen or misplaced.

 

*** Delivery address
Please carefully check the accuracy of the address provided when placing your order. We cannot be held responsible for any problems, delays, or additional costs related to an incomplete or incorrect address entered during checkout. If you notice an error in your address, please contact us immediately so that we can attempt to correct it before your order is shipped. Once your order has been prepared, no address changes will be possible.

 

7. Important notice:

  1. Force majeure exemption
    RADIANCE cannot be held responsible for logistical delays caused by events of force majeure, including but not limited to: natural disasters (earthquakes, typhoons, etc.), pandemic-related control measures, wars, strikes, or customs clearance delays.
  2. After-sales complaint procedure
    1. Deadlines:

* Loss/Non-delivery: a complaint must be submitted within 7 calendar days of the package being marked “Delivered.”

* Shipping error/Damage: the claim must include clear photographic evidence with the shipping label and be submitted within 48 hours of receipt.

2. Processing rules

All delivery-related claims must be sent by email to customer service: contact@maison-radiance.com.

RADIANCE reserves the right to:

  • Request additional evidence.
  • Refuse a replacement or refund based on its assessment of the case.
  • Refuse a secondary return for items that have already been replaced free of charge.

3. Other important notes

Accuracy of address: if the customer provides an incorrect address, they will be responsible for the cost of reshipment.