If your tracking indicates your item has been delivered but you have not received it, or if the shipment appears to be stationary, contact us immediately.
Disputed Delivery
If the tracking shows your package as "Delivered" but it is not in your possession, take the following steps before contacting our team:
- Check with Neighbors: Verify if the parcel was left with a neighbor or a building manager.
- Look for a Delivery Notice: Check your mailbox or door for a notice providing details on where the parcel was left.
- Verify the Shipping Address: Review your order confirmation to ensure the delivery details were accurate.
Opening an Investigation
If you are still unable to locate your parcel, contact our team by clicking on Submit a Request with your Order Number.
- Formal Inquiry: Once notified, the Maison will open a formal investigation with DHL to locate your item.
- Required Documentation: To support the claim, you may be asked to provide a formal Declaration of Honor confirming the non-receipt of the parcel.
- Timeline: Carrier investigations can take several business days to reach a conclusion as they verify GPS coordinates and delivery evidence.
Limitation of Responsibility
An investigation cannot be opened if you have provided specific instructions to DHL via the On Demand Delivery portal to deliver the parcel without a signature.
- Signature Waiver: By selecting options such as "Leave in a safe place" or "Signature release," the recipient assumes full responsibility for the parcel.
- Liability: The Maison cannot be held liable for lost or stolen items once a delivery has been completed according to your modified instructions.
Important Note
- Reporting Timeframe: Any dispute regarding the delivery of your order must be reported to the Maison within 14 days of the delivery date indicated by the carrier. Beyond this period, we cannot guarantee the opening of a claim with DHL.