Shipping policy
Last updated: 23 August 2026
1. Shipping destinations
MAI SALO RETAIL, S.L., trading as Mai Salo, ships only to destinations available for selection at checkout on maisalo.com. Available countries, regions and delivery services may change according to carrier coverage, legal restrictions and our current Shopify Markets configuration.
If your destination is not available at checkout, contact hello@maisalo.com before ordering. We cannot accept an order for delivery to an unsupported destination.
2. Shipping methods and charges
Available shipping methods and their charges are displayed at checkout before you submit the order. The checkout information for your destination and cart is the applicable offer.
Any free-shipping promotion, reduced rate or minimum-spend threshold is subject to the conditions displayed with that offer. Unless required by law, shipping charges are not refundable except as stated in our Refund Policy and Terms of Sale.
3. Processing time
In-stock orders are normally prepared within 1–3 business days after order acceptance and payment authorization. Business days exclude weekends and public holidays applicable at our dispatch location.
Orders placed during promotions, launches or peak periods may require additional processing time. Pre-order, personalized or made-to-order products may have different processing times, which will be disclosed on the product page or before purchase.
Processing time is separate from carrier transit time. We will notify you if we become aware of a material processing delay.
4. Estimated delivery time
Delivery after dispatch is normally estimated at 2–7 business days for supported European destinations. The typical total estimate for an in-stock order is therefore 3–10 business days after order acceptance.
Delivery estimates are not guaranteed dates unless we expressly agree otherwise. Destination, remote-area service, peak periods, public holidays, carrier disruption, weather and customs may affect transit time. Any more specific estimate shown at checkout or in the dispatch confirmation applies to that shipment.
Unless a different delivery period has been agreed, we will deliver without undue delay and within the maximum period required by applicable consumer law. In the European Union, that period is generally no later than 30 days after the contract is concluded.
5. Dispatch and tracking
We will send a dispatch confirmation when the order leaves our control. Tracking details will be provided where supported by the selected carrier and service. Tracking events are supplied by the carrier and may take time to update.
A delivery date or time window supplied by a carrier is an estimate unless that carrier service is expressly sold as guaranteed.
6. Delivery information and address changes
You are responsible for providing a complete and accurate delivery address, recipient name and contact information. Review these details carefully before placing the order.
If you need an address change, contact hello@maisalo.com immediately. We will try to help before dispatch but cannot guarantee a change once processing or shipment has begun. For security, we may require verification and may be unable to redirect a parcel to a different country or materially different address.
We are not responsible for delay caused solely by incorrect or incomplete information supplied by the customer. Reasonable direct costs of correction, return or redelivery attributable to that information may be charged where permitted by law and after informing you.
7. Delivery attempts, collection points and returned parcels
The carrier may require a signature, make more than one delivery attempt, or hold a parcel at an authorized collection point. Follow the tracking information and collect the parcel within the carrier’s stated period.
If a parcel is returned because of refusal, failure to collect, an incorrect address or another circumstance attributable to the customer, we will contact you. Where permitted by law, we may deduct or request the reasonable direct return or redelivery cost. This does not affect statutory withdrawal rights or our responsibility where the return resulted from our error or a carrier issue for which we remain responsible.
If you expressly instruct a carrier to redirect a parcel, release it without signature, or leave it in a nominated safe place, delivery may be treated as completed when the carrier follows that instruction, to the extent permitted by applicable law.
8. Customs, duties and import taxes
Orders delivered within the European Union generally do not require consumer import customs clearance. For destinations outside the European Union, import duties, local taxes, brokerage or customs charges may apply.
Where those charges are not collected at checkout, the recipient may be responsible for paying them as permitted by law. Customs authorities and carriers control clearance timing, and customs delays may extend the delivery estimate. We will provide commercially reasonable shipment information but cannot control a destination authority’s assessment.
9. Delayed shipments
If tracking has not updated for an unusual period or the estimated delivery period has passed, contact hello@maisalo.com. We will investigate with the carrier and keep you reasonably informed.
We are not responsible for delay caused solely by events beyond our reasonable control, but we will take reasonable steps to reduce the impact. This does not remove statutory remedies for late or failed delivery. Where applicable, you may set an appropriate additional delivery period and terminate the contract if delivery still does not occur, or terminate immediately where delivery by an agreed date was essential under applicable law.
10. Lost, missing or damaged parcels
If a parcel is marked delivered but cannot be located, check the delivery location, household members, neighbours or building staff where appropriate, then contact us promptly. We will help investigate with the carrier. You will not be required to pursue the carrier alone where risk had not yet passed to you.
If a parcel arrives visibly damaged, photograph the outer packaging and product where reasonably possible and contact us as soon as reasonably possible. Photographs and retaining the packaging may help the carrier investigation, but failure to provide them does not remove statutory rights.
If goods are lost or damaged before risk passes to you, we remain responsible and will provide the remedy required by applicable law, which may include replacement or refund.
11. Passing of risk
Risk of loss or damage passes to you when you, or a third party designated by you other than the carrier, takes physical possession of the goods.
If you independently commission a carrier that we did not offer, risk may pass when the goods are delivered to that carrier as permitted by law. Nothing in this policy transfers risk earlier than mandatory consumer law allows.
12. Split shipments
We may dispatch items from one order separately where operationally necessary. We will not charge additional shipping solely because we choose to split an accepted order unless you agree to a different arrangement.
13. Returns
Return shipping, withdrawal, exchanges, damaged items and refunds are governed by our Refund Policy and Terms of Sale. The private returns address is provided with return instructions and is not published in this Shipping Policy.
14. Contact
For shipping or delivery questions, contact MAI SALO RETAIL, S.L. at hello@maisalo.com or through the live chat available on maisalo.com.