Shipping & Returns

We want to make your Maison Needlepoint experience as smooth and enjoyable as possible. Here’s everything you need to know about our shipping and returns policies.

Shipping

Where We Ship

We currently ship Worldwide. If your country isn’t listed at checkout, please contact us, and we’ll do our best to accommodate you.

Shipping Times

Orders are processed and dispatched within 3–5 business days. Shipping times vary by destination:

Countries within Europe: 3-5 business days
Rest of the World: 5-10 business days
Remote areas: May take longer

You’ll receive a tracking number once your order is on its way.

Shipping Costs

Shipping is calculated at checkout based on your location and order size.

Customs & Duties

We ship our products worldwide from our fulfillment center in the Netherlands.

For customers within the European Union, there are no duties or customs fees, as shipments are sent from our fulfillment center in The Netherlands.

For any customers outside the European Union, please note that orders shipped outside of the European Union may be subject to import duties, taxes, or customs fees imposed by the destination country. These charges are not included in the total price at checkout and are the responsibility of the recipient.

Maison Needlepoint has no control over these additional charges, and we cannot predict what they may be. Customs policies vary widely from country to country, so we recommend checking with your local customs office for more information before placing an order.

By placing an international order, you agree to pay any applicable duties and taxes upon delivery.

Returns & Refunds

Returns

We hope you love the items you have ordered from maisonneedlepoint.com, but if something isn’t quite right, we’re here to help.

You can return unused products within 14 days of receiving your order, as long as the items are in their original condition and packaging. To initiate a return, email us at info@maisonneedlepoint.com with your order number and reason for return.

Please note:

Return shipping costs are the responsibility of the customer.
We recommend using a tracked shipping method as we cannot guarantee reception without it.

Non-Returnable Items. We do not accept returns on:

Custom or personalized items
Sale or discounted items
Products that have been opened, used, or damaged after delivery

Refunds

Once we receive and inspect your return, we’ll process your refund within 7 business days. The refund will be made via your original payment method. Shipping costs are non-refundable unless the return is due to an error on our part.

Exchanges

We don’t offer direct exchanges at the moment. If you’d like a different item, please return the original and place a new order.

Late or Missing Deliveries

If your order hasn’t arrived within the estimated delivery timeframe, please:

Check your tracking link (included in your shipping confirmation email).
Allow a few extra days during busy periods or for international deliveries, as occasional customs delays or postal disruptions may occur.
Contact us at info@maisonneedlepoint.com if your parcel hasn’t arrived within 10 business days after being dispatched. We’ll be happy to investigate and help resolve the issue.

Please note:
Once your parcel has been handed over to the carrier, delivery times are beyond our direct control. Maison Needlepoint is not responsible for delays caused by the shipping provider, incorrect addresses provided at checkout, or events outside our control (e.g. weather, customs processing, strikes).

What If My Parcel Never Arrives?

If your order is confirmed as lost in transit by the carrier, we will either:

Send a replacement free of charge, or
Issue a full refund—depending on your preference and product availability.

We will always work with the carrier to track down your parcel first. This process can take a few business days.