Maison Orris · historical perfumery materials for creators, fragrance houses and collectors
info@maison-orris.comShipping policy
Maison Orris ships primarily from Tunisia with DHL and other suitable tracked carriers. Some orders may dispatch from Germany or another European fulfilment point. The available service, rate, origin and delivery estimate are shown for the actual basket and destination before an order is confirmed.
Free-shipping eligibility
Free shipping applies to the lowest eligible tracked service. Express upgrades, remote-area charges or regulated-material surcharges may still be charged when they apply.
Maison Orris intends to serve destinations worldwide where the selected materials, carrier service and local import rules permit delivery. A destination may be unavailable for a specific regulated material even when ordinary products can be shipped there.
Available orders are normally prepared within 2–5 business days. The checkout or written confirmation identifies whether a parcel leaves Tunisia, Germany or another European point. Split fulfilment is never assumed silently; if an order needs more than one parcel, the customer is shown the arrangement first.
Where available, standard tracked delivery uses DHL Paket or another suitable tracked parcel service. It is normally the lower-cost option and may be handed to a local delivery partner. A route-specific estimate is shown before confirmation; many routes take roughly 5–15 business days after dispatch, but this is not a guarantee.
Express normally uses DHL Express Worldwide or the most appropriate equivalent. Many routes arrive in roughly 2–5 business days after dispatch. Remote destinations, customs checks, weekends and restricted goods can take longer. The destination-specific carrier estimate takes priority over any general range.
Shipping is calculated from dispatch origin, destination and postcode, packed weight and dimensions, the higher of actual or volumetric weight, current fuel and remote-area surcharges, service level, declared value and any transport restriction. Fixed universal rates are not published because these inputs change. Tracking is sent when the parcel is handed to the carrier; the first scan can take time to appear.
Unless checkout explicitly says duties and taxes are included, international orders are sent with destination import charges unpaid. The recipient is responsible for import VAT, customs duty, courier clearance or advancement fees and any destination permits. These charges are set by local authorities and are separate from the Maison Orris shipping fee.
A Tunisia-to-EU parcel is an import and normally requires customs clearance and import VAT. A Germany-to-EU parcel already in EU free circulation normally has no border import clearance. Germany-to-UK, Switzerland, Norway or another non-EU destination remains an export/import shipment. Dispatch country is not automatically the customs origin of every material.
Some essential oils, aroma chemicals, alcoholic preparations and other materials may be regulated for transport. Eligibility is determined from the safety data, pack size, origin, destination and approved carrier account. A material may be express-only, quantity-limited, unavailable on a route or moved to manual quotation. Never return a restricted material without written instructions.
Contact Maison Orris promptly—ideally within 48 hours for visible damage—without limiting statutory rights. Keep all packaging and send the order number, tracking number and photographs of the outer parcel, label, inner packing and damage. Maison Orris opens the carrier trace or claim. A parcel is treated as lost after the carrier investigation, not only because a scan is late.
The customer must provide a complete deliverable street address, postcode, email and reachable phone number. DHL Express does not deliver to PO boxes. Changes after dispatch are not guaranteed. Where a parcel is returned because of a customer address error, refusal, unpaid import charges or failed collection, actual outbound, return and customs costs may be deducted where law permits. Maison Orris bears correction costs when Maison Orris caused the error.
Perfumery raw materials are generally final sale. Maison Orris does not accept change-of-mind returns or exchanges after dispatch because material integrity and transport compliance cannot be re-verified once an order has left our control. Business orders are non-returnable. If Maison Orris supplied the wrong material or quantity, or an item arrives damaged or materially different from the order, contact us promptly with the order number and photographs. Do not send anything back without written authorisation, especially regulated materials. We may resolve an approved claim by replacement or refund without requiring a physical return; if a return is necessary, we will provide the safe carrier and address. Mandatory consumer withdrawal and legal-guarantee rights remain unaffected where applicable.
Operational note
The checkout is designed to request live carrier availability and a route-specific rate. If the carrier cannot return a reliable rate—or if safety or customs data requires review—the order moves to manual confirmation instead of showing an invented charge.
Send the material names, pack sizes and destination postcode so Maison Orris can check the correct route.
Ask about shipping