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

At the moment, we deliver exclusively within Switzerland.

We do plan to expand internationally in the future, based on demand. If you live outside of Switzerland and would like to be notified when we start shipping to your country, please subscribe to our Newsletter or send us an Email — we’d love to keep you updated.

Shipping Times

Orders are normally processed and dispatched within 2–5 business days.
Delivery within Switzerland usually takes 2–5 business days after dispatch.

Please note: if we are on holiday or temporarily closed, order processing may take longer. In that case, we’ll always communicate this clearly on our website.

Tracking Information & Shipping Types

All orders are shipped with Swiss Post, A-Post Plus and include a tracking number.

Shipping Costs

Shipping costs are calculated at checkout based on your order size.

Customs & Duties

All orders are shipped from Switzerland. Swiss customers do not pay any duties or customs fees.

Returns & Exchanges

Returns

We hope you love your Maison Needlepoint kit, but if something isn’t quite right, here’s how returns work:

Returns: You can return unused products within 14 days of receiving your order, as long as items are in their original condition and packaging. To start a return, email us at info@maisonneedlepoint.com with your order number and reason for return.
Return shipping costs are the customer’s responsibility. We recommend using tracked shipping.

Non-returnable items:

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

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 parcel hasn’t arrived within the estimated timeframe:

Check your tracking link. If it shows “delivered” but you haven’t received it, first check with neighbors, household members, or your local post office. If the parcel still cannot be located, we’ll open a claim with Swiss Post and work with you to find a solution.

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 lost in transit by Swiss Post, 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 Swiss Post to track down your parcel first.

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).

Right of Withdrawal (Widerrufsrecht)

Even though Swiss law doesn’t automatically grant a right of withdrawal for online purchases, Maison Needlepoint offers one voluntarily. You have 14 days from receipt of your order to change your mind and return your purchase.

To keep things fair and smooth, please ensure that:

Items are unused and in perfect condition
Items are returned in their original packaging
Return shipping costs are covered by the customer

This way, you can shop with confidence, knowing we’ll accept returns if needed — while protecting the quality and condition of our products.

Questions?

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

Updated on October 14th 2025