MAIREZ — Shipping Policy

Last updated: 12 October 2026

At MAIREZ, every order is handled with care. This policy explains how orders are processed, dispatched and delivered, including what happens when delays or delivery problems occur.

1. Order Processing

Orders are processed after payment has been successfully authorised.

Some MAIREZ products may be made to order or fulfilled through third-party production partners. Processing times can therefore vary depending on the product, production requirements and order volume.

Processing time is separate from shipping and delivery time. A dispatch confirmation does not mean that the parcel has already been delivered.

2. Shipping and Delivery Estimates

Available delivery services, shipping costs and estimated delivery times will be displayed at checkout where applicable.

Delivery estimates are provided for planning purposes and are not guaranteed unless expressly agreed. We will fulfil orders within the applicable agreed delivery period and comply with legal delivery deadlines.

Unless a different period has been agreed with the customer, UK consumer orders must generally be delivered without undue delay and within 30 days of the contract being made.

If we anticipate a significant delay, we will communicate relevant information and explain the available options where required by law.

3. Shipping Charges

Shipping charges are displayed at checkout before you complete your purchase.

Any applicable additional charges, including international duties or import taxes where relevant, will be explained as clearly as reasonably possible before purchase.

We will not impose undisclosed mandatory charges after an order has been placed.

4. Tracking Information

Where tracking is available, tracking details will be sent to the email address provided at checkout once the relevant shipment information becomes available.

Tracking information may take time to update after dispatch. Please allow a reasonable period for the carrier's tracking system to register the parcel.

If tracking has not updated for an unusually long period, contact us with your order number so we can investigate.

5. Incorrect Delivery Information

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an error, contact us immediately at mairezofficial@gmail.com. We will try to amend the address if the order has not progressed too far through production or dispatch.

Once an order has been dispatched, changes may no longer be possible.

Where an unsuccessful delivery results from incorrect information supplied by the customer, we will work with the relevant carrier to identify any available options. Any additional charges will be handled fairly and in accordance with applicable law.

6. Lost, Missing or Delayed Parcels

If your parcel has not arrived within the estimated delivery period, contact us at mairezofficial@gmail.com with your order number and tracking details, if available.

We will investigate the shipment with the relevant fulfilment provider or carrier.

A tracking status marked as delivered will be considered as part of the investigation, but it will not automatically prevent you from raising a genuine non-delivery claim.

Where MAIREZ is responsible for arranging delivery, we remain responsible for resolving delivery issues in accordance with applicable consumer law. We will not automatically require customers to resolve a carrier dispute themselves.

7. Damaged Parcels or Incorrect Items

If your order arrives damaged or contains the wrong item, contact us as soon as reasonably possible.

Please provide your order number and, where reasonably available, photographs of the packaging and item to help us investigate.

We may request reasonable supporting information, but this will not remove your legal rights if the item is faulty, damaged or not as described.

We will assess the issue and explain the appropriate resolution under our Returns and Refunds Policy and applicable law.

8. Customs, Duties and International Deliveries

International orders may be subject to customs checks, import duties, taxes or other charges imposed by the destination country.

Where these charges apply and have not already been included in the price, the customer may be responsible for paying them, provided this is consistent with the information disclosed before purchase and applicable law.

Customs processing may affect delivery times. We cannot guarantee the speed of decisions made by customs authorities.

9. Multiple Shipments

Orders containing products fulfilled by different production partners may arrive in separate parcels.

Where this happens, tracking details may be provided separately. You will not be charged an undisclosed additional shipping fee simply because we choose to split a shipment.

Contact us if an expected item has not arrived so we can check its status.

10. Cancellations and Returns

If you wish to cancel an order before dispatch, contact us as soon as possible. We will try to stop fulfilment where possible.

Once an order has been dispatched, the applicable cancellation and returns process will apply.

Your legal cancellation rights and your rights concerning faulty, damaged or misdescribed goods are not removed by this policy.

Please read our separate Returns and Refunds Policy for full details.

11. Contact Us

For shipping enquiries, delayed parcels or delivery issues:

MAIREZ Customer Support

Email: mairezofficial@gmail.com

Website: https://mairez.co.uk

Please include your order number so we can investigate your enquiry efficiently.

MAIREZ reserves the right to update this policy when necessary. Any updates will be published on this page and will not unlawfully remove rights relating to existing orders.