Shipping policy

Last updated: 24 May 2026

1. Policy overview

Our goal is to ensure a smooth and transparent shipping process, in order to ensure your comfort and satisfaction. Below you will find the details relating to our shipping policy.

2. Shipping details

2.1 Delivery area

Currently, we only deliver to France, Belgium, Spain, Ireland and the United Kingdom.

2.2 Shipping fees

Delivery is free for all orders shipped to France, Belgium, Spain, Ireland and the United Kingdom.
No hidden fees or surcharges apply. 

2.3 Processing and delivery times

Orders are processed within 1 to 3 business days.
The shipping time is then 4 to 8 business days, bringing the total delivery time to 5 to 11 business days.
These times may vary due to external factors such as weather conditions or logistical disruptions.

Note: Our business days are Monday to Saturday.

2.4 Processing cut-off time

Orders placed after 6:00pm (Central European Time – CET/CEST, Paris) for customers in France, Belgium, Spain and Ireland, or after 5:00pm (Greenwich Mean Time – GMT/BST, London) for customers in the United Kingdom, as well as those placed during the weekend or on public holidays, will be processed the next business day.

2.5 Shipping process

  • France and Belgium
    Parcels shipped to France and Belgium are sent via Chronopost or DPD, with insurance included.
  • Spain
    Parcels shipped to Spain are sent via Correos Express or DHL, with insurance included.
  • Ireland
    Parcels shipped to Ireland are sent via DPD or DHL, with insurance included.
  • United Kingdom
    Parcels shipped to the United Kingdom are sent via DHL, UPS or FedEx, also with insurance included.

In the event of loss or damage during transport, Virelle Maison will cover the costs (except in the case of returns, where responsibility lies with the customer).
We use eco-friendly packaging in order to limit our environmental impact.

2.6 Tracking information

After the order has been confirmed, you will receive an email containing the tracking information: carrier, tracking number and tracking link.
You can track your parcel directly on our website via the tracking portal.

3. Problems related to orders

3.1 Defective or damaged product

If you receive a defective or damaged item, we invite you to contact our customer service team as soon as possible after receipt, ideally within 5 days.
For damaged items, please attach photos or a video clearly showing the damage.
We will offer you an appropriate solution (replacement or refund).

3.2 Incorrect product or product not as described

If you receive an incorrect product or one different from the one described, please contact us ideally within 5 days.
We will organise and cover the return, then send you the correct product.

3.3 Product not received

If your order has not been delivered, please contact us within 7 days following the estimated delivery date.
We will open an investigation with the carrier. If the parcel remains untraceable, you will receive a full refund or a new shipment.

4. Missed delivery or uncollected parcel

If you are not at home at the time of delivery, the carrier will attempt delivery one or two additional times, depending on its policy. If unsuccessful, the parcel may be left with a neighbour or at a designated collection point for pickup.

Important: If a parcel is refused or not collected, it will only be eligible for a refund if it is returned in accordance with our Return and Refund Policy.

If your parcel is returned to us following unsuccessful delivery attempts, we will resend it only once, at our expense.

5. Virelle Maison contact details

If you have any questions regarding this policy or your shipment, you can contact us using the following information:

Customer service opening hours

  • Monday to Friday: 9:00am – 5:00pm
  • Saturday: 12:00pm – 5:00pm
  • Sunday: Closed

We are committed to responding to all enquiries within 24 hours on business days.