Shipping policy
Shipping policy
Maison Orea is an online store operated by Heikoa. Maison Orea remains your point of contact for sales, order tracking, delivery and after-sales service.
Depending on the product, certain preparation, storage or shipping operations may be entrusted to logistics partners or suppliers acting on behalf of Maison Orea. This arrangement does not change your contractual relationship: you purchase from Maison Orea, which remains your point of contact for any questions or problems relating to your order.
Preparation and delivery times
Applicable delivery times are communicated to customers before they confirm their order or on the relevant pages of the website.
Delivery times may vary according to the product, delivery address and carrier.
If your order is unusually delayed, please contact our customer service at:
We will do our best to promptly provide the available information about your parcel's progress.
Shipping costs
Applicable shipping costs are shown to customers before final order confirmation.
No additional shipping costs that were not disclosed will be added after the order is confirmed.
Customs and import charges
When shipping an order involves customs formalities or import charges, Maison Orea covers them.
Customers should not have to pay additional customs or import charges that were not disclosed when ordering upon delivery of their parcel.
If a carrier or organisation exceptionally requests an additional payment for customs or import charges, contact us before paying at:
Order tracking
When a tracking number is available, it is provided to customers so they can track their parcel.
You can also track an order using the tracking tools available on our website.
Damaged or lost parcels and delivery problems
If a parcel is visibly damaged, lost, delivered to the wrong address or affected by any other delivery issue, contact us as soon as possible at:
We may ask for photographs, tracking information or any other evidence needed to address the situation with the relevant carrier or logistics partner.
Maison Orea remains your point of contact for resolving these situations.
Administrative address
The administrative address of Maison Orea / Heikoa is not automatically a return address.
For any return, please contact customer service first to obtain the instructions and return address for your order.
