Shipping policy

Thank you for shopping with Maison Shu. We carefully prepare and package every order to help ensure your jewelry arrives safely.

Order processing

Orders are typically processed within 2–3 business days, excluding weekends and US federal holidays. Processing time is separate from the carrier’s delivery time.

During launches, holidays, or periods of unusually high order volume, processing may take slightly longer. We will contact you if a significant delay affects your order.

Shipping destinations

Maison Shu currently ships to addresses within the United States. International shipping is not currently available. 

Shipping rates and delivery estimates

Available shipping methods, charges, and estimated delivery times are displayed at checkout before you complete your purchase.

Delivery estimates begin after an order has been processed and transferred to the carrier. They are estimates rather than guaranteed arrival dates. Weather, carrier disruptions, holidays, and other circumstances outside Maison Shu’s control may affect delivery.

Order tracking

When your order ships, you will receive a confirmation email containing tracking information. Please allow up to 48 hours for the carrier’s tracking page to update.

Shipping addresses

Please review your shipping address carefully before placing an order. If you notice an error, contact us as soon as possible at maisonshu26@gmail.com.

We will make reasonable efforts to update the address before shipment, but changes cannot be guaranteed after an order has entered processing or has been transferred to the carrier.

Customers are responsible for providing a complete and accurate delivery address. Additional shipping charges resulting from an incorrect or incomplete address may be the customer’s responsibility.

Lost, delayed, or missing packages

If tracking shows that your package is still in transit, please allow additional time for the carrier to complete delivery.

If your package appears lost, is marked as delivered but cannot be located, or has not moved for an extended period, contact us at maisonshu26@gmail.com. We will help you review the tracking information and, when appropriate, initiate an inquiry with the carrier.

A carrier’s “delivered” status does not always mean the package was placed directly at your door. Before contacting us, please check with household members, neighbors, building management, and the carrier.

Maison Shu is not responsible for packages lost because an incorrect or incomplete address was provided, or for packages stolen after confirmed delivery. However, we will make reasonable efforts to help you investigate the issue.

Damaged or incorrect orders

Please inspect your order when it arrives. If an item arrives damaged, defective, or incorrect, contact us at maisonshu26@gmail.com within 7 days of delivery.

Include your order number and clear photographs of the item, packaging, and shipping label. We will review the issue and work with you toward an appropriate resolution.

Please retain the original packaging while your claim is being reviewed.

Returned or refused packages

If an order is returned to Maison Shu because of an incorrect address, failed delivery attempts, refusal, or failure to collect the package, we will contact you after receiving it.

Additional shipping charges may apply if you ask us to resend the order. Original shipping charges are nonrefundable unless the return resulted from an error by Maison Shu.