Shipping policy

Last updated: 15 September 2026

1. Order processing

Orders are generally prepared and dispatched within 1 to 3 working days after payment confirmation.

During collection launches or busy periods, this may take slightly longer.

A dispatch confirmation is sent to the customer when the order leaves our premises.

2. Delivery destinations

MAISON LEROY LLUKES currently offers delivery:

  • within Switzerland;
  • to the European Union countries we serve;
  • to the United Kingdom.

We do not currently offer delivery to other destinations.

3. Carrier

MAISON LEROY LLUKES orders are mainly dispatched with DPD.

The service used may vary according to the destination and transport conditions.

4. Delivery charges

Delivery is complimentary for orders sent within Switzerland.

For orders sent to the European Union and the United Kingdom, applicable delivery charges are shown at checkout before the order is finally confirmed.

5. Delivery times

Delivery times vary according to:

  • the destination;
  • the transport service used;
  • the time of year;
  • any customs formalities;
  • logistical conditions.

The times provided are estimates and do not necessarily include order preparation time.

Tracking information is sent to the customer once the order has been dispatched.

6. Customs duties, VAT and import taxes

Orders dispatched outside Switzerland may be subject to customs duties, import VAT and any customs clearance or administrative charges applied by local authorities or the carrier.

These charges are not included in the price of the products or in the delivery charges billed by MAISON LEROY LLUKES when the order is placed.

International orders are dispatched under DAP (Delivered At Place) terms. Any customs duties, import taxes and customs clearance charges are therefore payable by the recipient and may be requested by the carrier or the relevant authorities before or at the time of delivery.

The amount of these charges depends in particular on the destination country, the value of the order, the nature of the goods and the applicable regulations. MAISON LEROY LLUKES does not determine these amounts.

The customer is responsible for paying any import charges required for delivery of their order.

7. Order tracking

Once the order has been dispatched, the customer receives an email containing the available tracking information.

The tracking number allows the parcel’s progress to be checked with the carrier.

8. Delivery delays

Delays may occur due to circumstances beyond the control of MAISON LEROY LLUKES, including:

  • carrier delays;
  • weather conditions;
  • busy periods;
  • customs formalities;
  • logistical disruptions.

In the event of an unusual delay, we ask the customer to contact our customer service team so that we can check the situation and, if necessary, raise an enquiry with the carrier.

9. Lost or damaged parcels

If a parcel appears to be lost, damaged or affected by a problem during transit, the customer is asked to contact MAISON LEROY LLUKES as soon as possible.

Where necessary, an investigation may be opened with the carrier.

If a product is damaged during transport, the customer is asked to keep:

  • the product;
  • the delivery parcel;
  • the packaging;
  • any photographic evidence of the damage.

The applicable arrangements are also detailed in our Returns & exchanges policy.

10. Delivery address

The customer is responsible for the accuracy and completeness of the information provided when placing an order.

In particular, the customer should check:

  • their name;
  • their address;
  • their postcode;
  • their town or city;
  • their country;
  • any additional information needed for delivery. If an order cannot be delivered because the customer has provided an incorrect or incomplete address, any costs associated with redispatch may be charged to the customer where applicable.

11. Changing the address after ordering

Once an order has been confirmed, we cannot guarantee that the delivery address can still be changed.

If there is an error, please contact our customer service team as soon as possible.

If the order has not yet been prepared or handed to the carrier, we will do our best to make the change.

12. Refused delivery or uncollected parcels

If a parcel is refused by the recipient or is not collected within the carrier’s specified time and is returned to us, additional charges may arise.

Where these charges result from an action or omission by the customer, they may be charged to the customer to the extent permitted by applicable law.

13. Contact

For any questions about a delivery:

contact@maisonleroyllukes.com

Please include your order number so that we can process your enquiry promptly.