This Shipping and Delivery Policy explains how Maison Marna FZE LLC (“MARNA,” “we,” “us” or “our”) processes and delivers orders placed through maisonmarna.com.
1. Delivery Coverage
We currently deliver to addresses within the United Arab Emirates.
We do not currently offer international delivery. If international delivery becomes available, the applicable options, costs and restrictions will be shown at checkout.
2. Delivery Cost
Complimentary standard delivery is provided for orders within the United Arab Emirates.
Additional charges may apply if a customer requests a special delivery service or if an order requires redelivery because of incorrect information or repeated unsuccessful delivery attempts.
Any applicable charge will be communicated before it is collected.
3. Order Processing
Orders are normally processed within 1 to 2 business days after payment confirmation.
Orders placed during weekends, public holidays or promotional periods may require additional processing time.
Processing time refers to the time required to prepare an order and does not include the courier’s delivery time.
4. Estimated Delivery Time
Standard UAE delivery normally takes approximately 1 to 3 business days after dispatch.
Delivery to remote areas may take up to 5 business days.
Delivery times are estimates and are not guaranteed. Delays may occur because of weather, public holidays, courier operations, high order volumes or circumstances outside our reasonable control.
5. Order Confirmation and Tracking
After placing an order, you will receive an order confirmation using the contact information provided at checkout.
Where tracking is available, tracking details will be sent after the order has been dispatched.
Please allow some time for tracking information to become active after dispatch.
6. Delivery Information
Customers are responsible for providing:
* A complete and accurate delivery address.
* A reachable UAE telephone number.
* Any building, unit, access or location information required by the courier.
MARNA is not responsible for delays caused by incomplete or incorrect delivery information.
7. Changing a Delivery Address
To request an address change, contact hello@maisonmarna.com as soon as possible.
We cannot guarantee that an address can be changed after an order has been processed or dispatched.
Additional delivery charges may apply if a dispatched order must be redirected.
8. Delivery Attempts
The courier may contact you before or during delivery.
If delivery cannot be completed because no one is available, the telephone number is unreachable or the address is incorrect, the courier may arrange another attempt or return the order to MARNA.
A redelivery charge may apply before the order is dispatched again.
9. Delivery Delays
If your order is delayed, please contact us and we will assist in obtaining an update from the courier.
MARNA is not responsible for delays caused by circumstances outside our reasonable control, but we will make reasonable efforts to help resolve delivery issues.
10. Damaged or Incorrect Orders
Please inspect your order upon delivery.
If your order arrives damaged, defective or incorrect, contact hello@maisonmarna.com as soon as possible, preferably within 48 hours of delivery.
Please provide:
Your order number.
A description of the issue.
Clear photographs or videos of the product and packaging.
Confirmed damaged, defective or incorrect orders will be handled in accordance with our Refund and Return Policy.
11. Missing Orders
If tracking shows that an order has been delivered but you have not received it:
1. Check with household members, building reception or security.
2. Confirm that the delivery address was correct.
3. Contact us at hello@maisonmarna.com within 48 hours.
We will work with the courier to investigate the delivery.
12. Limited Releases and Pre-Orders
During limited releases, launches or promotional periods, processing and delivery may take longer than usual.
If a product is offered for pre-order, its expected dispatch period will be stated on the product page or communicated before purchase.
Orders containing pre-order and available products may be shipped together when all products are ready unless stated otherwise.
13. Order Cancellations
Orders may only be cancelled before they have been processed or dispatched.
Once an order has been dispatched, it must follow the process outlined in our Refund and Return Policy.
14. Contact Us
For shipping or delivery enquiries, contact:
Maison Marna FZE LLC
United Arab Emirates
Email: hello@maisonmarna.com
Website: maisonmarna.com