1 Agreement – Shipping & Delivery Policy
1.1 This Shipping & Delivery Policy (“Policy”) explains how the business under the registered business name “LAVIEN HOME” and trading as “LAVIEN HOME” (together, “Lavien Home”, “we”, “us” or “our”) processes, ships, and delivers orders placed through our website located at https://www.maisonlavien.com (the “Site”).
1.2 This Policy forms part of the terms on which you purchase products from Lavien Home and should be read together with our Terms & Conditions, Privacy Policy, Refund Policy, Tax Rules Policy, and any other policies published on the Site.
1.3 By placing an order through the Site, you acknowledge that you have read, understood, and agreed to this Policy.
2 Contact details
2.1 If you have questions about shipping, delivery availability, customs, or tracking, you may contact us at support@maisonlavien.com.
2.2 Our shipping operations may be fulfilled from the following business locations, depending on stock availability, order destination, logistics considerations, and operational requirements:
2.2.1 New York, United States of America.
2.2.2 Singapore.
2.2.3 Jakarta, Indonesia.
3 Shipping origins and fulfilment locations
3.1 Orders may be shipped from any of our operational offices, fulfilment points, warehouses, or logistics partners in the United States, Singapore, or Indonesia.
3.2 We reserve the right to determine the most appropriate shipping origin for each order based on stock location, shipping efficiency, destination country, customs considerations, courier availability, consolidation needs, and other operational factors.
3.3 If an order contains multiple items, those items may be shipped from different locations and may arrive in separate parcels at different times.
3.4 We do not guarantee that all items in a single order will be dispatched from the same country or delivered together in one shipment.
4 Shipping destinations and restrictions
4.1 We ship to selected domestic and international destinations, subject to courier coverage, customs clearance capability, legal restrictions, sanctions compliance, and operational feasibility.
4.2 We do not ship to:
4.2.1 P.O. boxes;
4.2.2 APO, FPO, or similar military mail addresses;
4.2.3 freight forwarding addresses where restricted by our fraud or shipping review;
4.2.4 certain remote, inaccessible, high-risk, embargoed, or otherwise non-serviceable locations; or
4.2.5 destinations affected by force majeure, war, active armed conflict, sanctions-related restrictions, or severe delivery instability, as determined by us or our carriers from time to time.
4.3 If you are unsure whether we can deliver to your location, you should contact us before placing your order.
4.4 We reserve the right to refuse, hold, or cancel any order where the delivery address is incomplete, inaccurate, inaccessible, restricted, non-serviceable, or otherwise unsuitable for delivery.
4.5 Our current shipping destinations are set out below. Shipping availability may vary based on courier coverage, customs restrictions, import regulations, and operational capacity.
4.6 For domestic shipping destinations, we aim to fulfil orders from the local warehouse serving that market. If a Product is not available in that local warehouse at the time of dispatch, we may, at our discretion and without prior notice, fulfill and ship that Product from another warehouse located in a different country. Where this occurs, delivery times may be extended and the shipment may be subject to additional carrier handling, customs clearance, import procedures, duties, taxes, or other cross-border operational requirements.
4.7 Shipping destinations may be added to, removed from, restricted, or suspended at any time without prior notice.
5 Order processing times
5.1 Orders are generally processed after payment is successfully received and verified.
5.2 Standard processing times are estimates only and may vary depending on order volume, product availability, verification checks, public holidays, warehouse capacity, destination country, or events beyond our reasonable control.
5.3 Orders may require additional processing time where:
5.3.1 the order contains multiple items shipped from different origins;
5.3.2 address or fraud verification is required;
5.3.3 inventory reconciliation is needed;
5.3.4 special handling, fragile packing, or export documentation is required; or
5.3.5 peak sales periods, promotions, holidays, or courier disruptions apply.
5.4 Processing time is separate from shipping or transit time.
6 Order review, verification, and acceptance
6.1 We may carry out fraud screening, payment verification, sanctions screening, address verification, or other compliance checks before dispatching an order.
6.2 We reserve the right to delay, hold, request additional information for, or cancel an order if we reasonably believe:
6.2.1 payment cannot be authorised or verified;
6.2.2 the address is incomplete or suspicious;
6.2.3 the order presents a fraud, resale, or compliance risk; or
6.2.4 the shipment cannot be lawfully or practically completed.
7 Shipping methods and carriers
7.1 We may use different shipping carriers, courier services, postal partners, freight providers, or third-party logistics providers depending on the order destination, parcel size, service availability, and shipping origin.
7.2 We reserve the right to select or change the carrier, shipping service level, routing, or fulfilment method without prior notice, provided that the change does not materially reduce the service purchased.
7.3 Any delivery dates or shipping estimates shown at checkout, in confirmation emails, or elsewhere on the Site are estimates only and are not guaranteed unless expressly stated otherwise in writing.
8 Shipping charges
8.1 Shipping charges, where applicable, will generally be displayed at checkout.
8.2 Shipping charges may vary depending on delivery destination, parcel weight, dimensions, number of items, courier rates, insurance requirements, customs handling, and promotional shipping rules.
8.3 We reserve the right to revise shipping fees before you place your order. Once your order is placed, the shipping fee shown at checkout will generally apply to that order, subject to pricing or system error.
9 Address accuracy and delivery information
9.1 You are solely responsible for ensuring that your shipping address, recipient name, contact number, email address, postal code, apartment or unit number, and any delivery instructions are complete and accurate at the time of order.
9.2 We are not responsible for delay, failed delivery, loss, return-to-sender, or additional charges resulting from incorrect, incomplete, outdated, or non-deliverable address information provided by you.
9.3 If the courier cannot deliver because of inaccurate address details, restricted access, failed delivery attempts, or inability to contact the recipient, the parcel may be returned, held, or disposed of in accordance with courier policy and applicable law.
10 Changes to orders after placement
10.1 Once an order has been placed, we will not be able to amend or cancel it.
10.2 We may try to accommodate changes before processing begins, but no change is guaranteed. During times of high order volume we are strictly unable to cancel or amend orders.
10.3 Once the order has been processed or shipped, we will not be able to make changes to the order, including changes to:
10.3.1 delivery address;
10.3.2 recipient details;
10.3.3 items ordered;
10.3.4 quantities;
10.3.5 shipping method; or
10.3.6 cancellation requests.
11 Order tracking
11.1 Once your order is shipped, you will generally receive a tracking number via email.
11.2 You may track your shipment through the carrier’s website using the tracking information provided.
11.3 Tracking updates are controlled by the relevant carrier and may not appear immediately after dispatch.
11.4 We are not responsible for delays in carrier scan events, incomplete tracking updates, or temporary tracking inaccuracies shown on third-party tracking systems.
12 Delivery timeframes
12.1 Delivery timeframes depend on the shipping destination, shipping origin, customs processes, carrier performance, and local delivery conditions.
12.2 Transit times shown at checkout or in shipping communications are estimates only and begin after processing and dispatch.
12.3 Delays may occur due to force majeure, customs clearance, carrier backlogs, weather events, public holidays, address verification, failed delivery attempts, remote-area routing, border restrictions, industrial action, regulatory checks, or other events beyond our reasonable control.
12.4 We are not liable for delivery delays caused by third-party carriers, customs authorities, government actions, force majeure events, or circumstances outside our reasonable control.
13 International shipping, customs, duties, and import taxes
13.1 International orders may be subject to customs inspections, import duties, import taxes, VAT, GST, brokerage fees, handling charges, or other governmental charges imposed by the destination country.
13.2 Unless we expressly state otherwise in writing, orders are shipped on a delivered duty unpaid / delivered at place basis. This means the customer is generally responsible for import duties, taxes, customs clearance charges, and any other import-related fees imposed by the destination jurisdiction.
13.3 You are responsible for complying with the import laws of your destination country and for providing any information, identification, or documentation required by customs authorities or carriers.
13.4 If you fail or refuse to pay customs charges, fail to provide requested documentation, or otherwise fail to complete customs clearance, your shipment may be delayed, returned, abandoned, or destroyed by the carrier or customs authority.
13.5 In such cases, we may refuse any refund except where required by law, and any refund granted may be reduced by shipping fees, return shipping fees, customs charges, storage charges, processing costs, and any other direct costs incurred by us.
14 Risk, title, and delivery completion
14.1 Subject to any mandatory law that applies and cannot be excluded, risk of loss or damage to the products passes to you when the parcel is delivered to the delivery address provided, left in accordance with your delivery instructions, collected by you or your authorised recipient, or otherwise marked delivered by the carrier in accordance with the carrier’s procedures.
14.2 Delivery may be completed by signature, doorstep delivery, mailroom delivery, concierge delivery, locker delivery, safe-drop delivery, or other method permitted by the carrier and selected service.
14.3 Where you authorise a parcel to be left unattended or the carrier does so in accordance with your instructions or local practice, you assume the risk once the parcel is left as instructed, subject to any mandatory law to the contrary.
15 Split shipments and partial fulfilment
15.1 We may split your order into multiple shipments for operational, packaging, stock, or courier reasons.
15.2 If part of an order is delayed or unavailable, we may dispatch the available items first and the remaining items later, or cancel the unavailable portion and refund it where appropriate.
15.3 Shipping charges may or may not be separately itemised for split shipments depending on the platform and logistics setup.
16 Delivery attempts, refusal, and return to sender
16.1 If delivery cannot be completed after one or more attempts, the parcel may be held at a local depot, returned to sender, or otherwise handled in accordance with the carrier’s policy.
16.2 If you refuse delivery, fail to collect the parcel, fail to respond to the carrier, fail to pay customs charges, or fail to comply with delivery requirements, the parcel may be returned or treated as undeliverable.
16.3 In those cases, we may refuse any refund except where required by law, and any refund granted may be reduced by shipping, return shipping, customs, storage, and handling costs.
17 Lost, delayed, or stolen parcels
17.1 If your tracking information shows no movement for an unreasonable period, or the parcel appears lost in transit, you should contact us as soon as reasonably possible so that we can review the matter with the carrier.
17.2 We may, at our discretion, open a carrier investigation, request supporting information from you, or require a waiting period before classifying a parcel as lost.
17.3 A parcel marked as delivered by the carrier will generally be treated as delivered unless there is credible evidence to the contrary and applicable law requires a different result.
17.4 We are not responsible for theft occurring after confirmed delivery, subject always to any non-excludable rights under applicable law.
18 Damaged, incomplete, or incorrect shipments
18.1 You should inspect your order promptly upon delivery.
18.2 If your order arrives damaged in transit, incomplete, or incorrect, you must contact us within a reasonable time and provide sufficient supporting evidence, including clear photographs of:
18.2.1 the outer packaging;
18.2.2 the shipping label;
18.2.3 the internal packaging; and
18.2.4 the affected item or items.
18.3 Operationally, we recommend that you notify us within forty-eight (48) hours for visible transit damage or missing items and within three (3) days for incorrect items.
18.4 Failure to notify us promptly may affect our ability to investigate the issue or pursue a claim with the carrier, although this does not remove any non-excludable rights you may have under applicable law.
18.5 Minor wear to external packaging caused by normal transit, or minor handmade variations consistent with the product description, will not be treated as transit damage or product defect.
19 Remote areas and delivery limitations
19.1 Some addresses may be classified by carriers as remote, extended-service, restricted-service, or difficult-to-access locations.
19.2 Deliveries to such locations may take longer, cost more, require additional verification, or be unavailable altogether.
19.3 We reserve the right to decline shipments to remote or inaccessible areas even after checkout if the destination later proves non-serviceable. In that case, we may cancel and refund the order or contact you regarding alternatives.
20 Force majeure and carrier limitations
20.1 We are not liable for delay, non-delivery, or delivery issues caused by events beyond our reasonable control, including acts of God, natural disasters, severe weather, fire, flood, epidemic, pandemic, labour disputes, carrier disruptions, customs delays, border controls, cyber incidents, war, civil unrest, sanctions, government action, utility failure, or supply chain disruption.
20.2 Where such an event occurs, shipping and delivery timeframes may be extended without liability.
21 Policy interaction with refunds and consumer rights
21.1 This Policy should be read together with our Terms and Conditions, Returns, Refunds & Exchanges Policy, and Tax Policy.
21.2 Nothing in this Policy excludes, restricts, or limits any rights or remedies that cannot lawfully be excluded under applicable consumer protection law.
21.3 Where mandatory law gives you a non-waivable right in relation to goods that are lost, damaged, defective, incorrect, or materially not as described, we will comply with that law to the extent required.
22 Changes to this Policy
22.1 We may update this Policy from time to time by posting an updated version on the Site.
22.2 The version of this Policy in effect at the time you place your order will generally apply to that order, subject to any mandatory legal requirements.
23 Governing law
23.1 This Policy and any dispute arising out of or in connection with it shall be governed by the laws of Singapore, excluding its conflict of laws rules.
23.2 Nothing in this clause is intended to deprive any customer of any mandatory rights or remedies that cannot be waived under applicable law.