Shipping policy

At Lorien Maison, we place great importance on clear, transparent, and reliable delivery.

This Shipping Policy explains our delivery areas, processing times, estimated shipping times, tracking information, failed deliveries, and customer responsibilities.

By placing an order on our website, you agree to the terms outlined below.

1. Delivery Area

We currently deliver to:

Australia

Orders outside Australia cannot be processed at this time.

If an order is placed using an unsupported delivery address, we may contact you to cancel the order and issue a refund to the original payment method.

2. Delivery Address

Your order will be shipped to the delivery address provided during checkout.

Please ensure that all address details are complete and accurate before submitting your order, including:

Full name
Street address
Apartment, unit, or suite number, if applicable
Suburb/city
State/territory
Postcode
Country
Telephone number, if required by the carrier

Lorien Maison is not responsible for delays, failed deliveries, returned parcels, or additional costs caused by incorrect or incomplete address information provided by the customer.

If you notice an error in your delivery address, please contact us as soon as possible at:

Email: contact@lorienmaison.com

We will do our best to assist, but address changes may not be possible once the order has entered processing or been handed to our warehouse or logistics partner.

3. Order Processing Time

All orders are processed within 1–3 business days.

Business days are Monday to Friday, excluding public holidays.

Orders placed on weekends or public holidays will be processed on the next business day.

During periods of high order volume, promotions, seasonal demand, or warehouse capacity limitations, processing times may occasionally be extended. If a significant delay occurs, we will contact you where possible.

4. Shipping & Fulfilment Partners

Lorien Maison fulfils orders through its warehouse and logistics partners.

Warehouse Address:
Building 4, 4th Floor
58 Baiye Road
523000 Guangdong
China

The fulfilment and shipping process for your order may vary depending on:

Product availability
Logistics requirements
Carrier availability
Destination address

Orders containing more than one item may occasionally be shipped in separate parcels.

If your order is shipped in multiple parcels, you may receive more than one tracking number.

5. Estimated Shipping Time

Once your order has been processed and shipped, the estimated shipping time is:

Australia: 8–12 business days

Business days are Monday to Friday and do not include weekends or public holidays.

Shipping times may vary due to factors outside our direct control, including:

Seasonal demand
Carrier delays
Transport or logistics capacity
Customs clearance procedures
Public holidays
Severe weather events
High order volume during promotions
Incorrect or incomplete delivery details

Our logistics partners actively monitor shipments, but estimated delivery dates are not guaranteed.

6. Estimated Total Delivery Time

The estimated total delivery time includes both processing and shipping.

Processing time: 1–3 business days
Shipping time: 8–12 business days

Estimated total delivery time: 9–15 business days from the date of purchase

These timeframes are estimates. External factors beyond our control may occasionally impact delivery times.

If your order experiences an unusual delay, please contact us so we can assist with tracking and carrier communication.

7. Order Cut-Off Time

Orders placed before 5:00 PM Sydney time on a business day will begin processing on the same business day.

Orders placed after 5:00 PM Sydney time, on weekends, or on public holidays will begin processing on the next business day.

8. Shipping Costs

We offer free standard shipping on all orders to Australia.

No additional standard shipping or handling fees apply at checkout.

If optional paid services are offered at checkout, such as insured shipping or priority handling, these will be clearly displayed before payment.

Please ensure that the shipping information shown on product pages, cart pages, checkout, and this Shipping Policy remains consistent.

9. Taxes, Duties & Customs

Orders may be fulfilled from our warehouse in China and shipped internationally to Australia.

Where applicable, taxes, duties, import charges, or customs fees may depend on the destination country, order value, and applicable laws.

For orders shipped to Australia, any applicable charges shown at checkout will be clearly displayed before payment.

If any additional customs charges, duties, or fees are requested by local authorities or carriers, the customer may be responsible for these charges unless otherwise required by law.

Lorien Maison is not responsible for delays caused by customs clearance procedures.

10. Secure Payment Options

We offer secure, SSL-encrypted payment methods through authorised payment service providers.

Available payment methods may include:

Visa
Mastercard
American Express
Discover
Dinners Club
PayPal
Apple Pay
Google Pay
Shop Pay

All payments are processed securely through our authorised payment service providers.

Lorien Maison does not store full payment card details on its own servers.

11. Shipment Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking link or tracking number.

Tracking information may take 3–8 business days to update after the parcel has left the warehouse or fulfilment facility.

This is normal for some international shipments, as tracking may only update once the parcel is scanned by the carrier or arrives at a transit point.

If your tracking information has not updated after 8 business days, please contact us at:

Email: contact@lorienmaison.com

Our support team will review the shipment status and assist where possible.

12. Multiple Parcels

Some orders may be shipped in separate parcels.

This may happen when:

Certain items require separate packaging
Logistics partners split the order for faster delivery
Items are processed separately for shipping efficiency
Carrier or customs requirements require separate handling

If your order is split into multiple parcels, each parcel may have its own tracking number and delivery timeframe.

You will not be charged additional standard shipping fees for split shipments.

13. Failed Delivery or Incorrect Address

If delivery is unsuccessful due to an incorrect or incomplete address provided by the customer:

The parcel may be delayed
The parcel may be returned to the sender, warehouse, or logistics partner
Additional shipping or reshipment costs may apply
A refund may be reduced by reasonable costs already incurred, where permitted by law

If the parcel is returned, our customer support team will review the case and may offer one of the following options:

Reshipment to the correct address, subject to any applicable costs
Store credit
Refund, less reasonable costs already incurred, where applicable

If the failed delivery was caused by an error by Lorien Maison or the carrier, we will review the situation and provide an appropriate solution.

Please carefully review your delivery address during checkout.

14. Refused or Uncollected Parcels

If a parcel is refused upon delivery or not collected from the post office, collection point, or carrier facility, it may be returned to the sender or fulfilment partner.

In these cases, we may deduct reasonable costs from any eligible refund, including:

Return shipping costs
Reshipment costs
Carrier handling fees
Customs or clearance charges, where applicable
Restocking fee, where applicable under our Returns, Refunds & Cancellations Policy

Alternatively, we may offer reshipment or store credit depending on the condition and status of the returned parcel.

This does not limit any rights you may have under Australian Consumer Law.

15. Delivery Confirmation & Missing Packages

Once a package is marked as delivered by the carrier, delivery is generally considered complete.

If your package is marked as delivered but cannot be located, please take the following steps:

Check around your delivery location
Ask household members, neighbours, building reception, or property management
Check whether the carrier left the parcel in a safe place
Contact us so we can assist with a carrier investigation

Lorien Maison will assist where possible in contacting the carrier and reviewing the delivery information.

If the carrier confirms in writing that the parcel was lost before successful delivery, we will review the case and provide an appropriate solution, which may include replacement, refund, or store credit depending on the circumstances.

Customers are responsible for providing a safe and accurate delivery location.

16. Delayed Orders

While we work to deliver all orders within the estimated timeframe, delays may occasionally occur.

If your order is delayed beyond the estimated delivery window, please contact us at:

Email: contact@lorienmaison.com

Our team will review the tracking status and contact the carrier, warehouse, or logistics partner where necessary.

If we are unable to supply your order within a reasonable time, we will provide an appropriate solution in accordance with applicable consumer laws. This may include continued delivery support, replacement, refund, store credit, or another suitable resolution depending on the circumstances.

17. Lost Packages

If your tracking information suggests that your parcel may be lost in transit, please contact us.

We may need to open an investigation with the carrier or fulfilment partner.

A parcel will not be considered lost until the carrier has completed its investigation or confirmed the loss in writing.

If the carrier confirms that the parcel was lost before delivery, Lorien Maison will provide an appropriate solution, which may include replacement, refund, or store credit.

18. Order Changes After Purchase

After an order is placed, we begin processing it as quickly as possible.

If you need to change your delivery address, contact details, or order information, please contact us immediately.

We will do our best to assist, but changes are not guaranteed once the order has entered processing or been transferred to our warehouse or logistics partner.