top of page

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 within Switzerland and to countries across Europe. 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:

  • Switzerland: 3–5 business days (ships directly from our Swiss stock)

  • EU countries: 4–8 business days (ships from our fulfillment center in Germany)

  • 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. Free shipping may be available for orders above a certain value—keep an eye out for any offers!

​

Customs & Duties

For Swiss customers, there are no duties or customs fees since we ship from Switzerland.

For EU customers, there are no duties or customs fees either, as shipments are sent from our fulfillment center in Germany.

For any non-EU countries, please be aware that your order may be subject to local import duties or taxes, which are the responsibility of the buyer.

 

 

Returns & Refunds 

​

Returns

We hope you love your Maison Needlepoint kit, but if something isn’t quite right, we’re here to help.

Returns

​

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:

  1. Check your tracking link (included in your shipping confirmation email).

  2. Allow a few extra days during busy periods or for international deliveries, as occasional customs delays or postal disruptions may occur.

  3. 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.

 

Please note:

  • We are not responsible for parcels lost due to incorrect shipping addresses provided by the customer. If a parcel is returned to us as undeliverable, we’ll contact you to arrange re-shipment (additional charges may apply).

  • If tracking shows the parcel as "delivered" but you have not received it, we ask that you first check with neighbors, household members, or your local postal office. If the parcel still cannot be located, we will open a claim with the carrier and work with you to find a resolution.

 

Right of Withdrawal (Widerrufsrecht)

Under Swiss law, you are not automatically entitled to a right of withdrawal for online purchases unless we offer one voluntarily. At Maison Needlepoint, we do! You have 14 days to change your mind and return your purchase, no questions asked—just make sure it’s unused and in perfect condition.

 

Questions?

We're happy to help. Get in touch at info@maisonneedlepoint.com for any questions about your order, returns, or shipping.

bottom of page