Shipping policy

Shipping Policy

Last updated: 6 October 2026

Thank you for shopping with Maple & Moss. This policy explains how physical and digital orders are delivered.

Where we deliver

Available delivery destinations are shown at checkout. If checkout does not accept your address, we are currently unable to deliver that order to your location.

Order processing

Orders are processed after payment has been successfully authorised.

Processing times can vary by product and fulfilment partner. The estimated dispatch or delivery information shown on the product page, at checkout or in your order confirmation forms part of your order information.

Orders placed on weekends or UK bank holidays may begin processing on the next working day.

Separate parcels

Maple & Moss offers products from our own collections and selected fulfilment partners.

Items from the same order may be dispatched separately, arrive on different days and use different delivery companies. You will not be charged additional delivery fees after checkout because an order has been divided into multiple parcels.

Delivery charges and estimates

Available delivery options, charges and estimated delivery times are displayed before you complete checkout.

Delivery dates are estimates unless we expressly confirm a guaranteed delivery date. We aim to deliver physical goods within 30 days of the order unless a different timeframe has been agreed with you.

If we cannot deliver within the agreed timeframe, we will contact you and explain the available options, including cancellation and a refund where required by law.

Tracking

Where tracking is available, the tracking details will be sent to the email address used for the order.

Tracking can take a short time to update after dispatch. Some smaller or lower-value parcels may use an untracked service where this is stated during checkout or in the order information.

Delivery addresses

Please check your delivery address carefully before placing an order.

Contact info@shopmapleandmoss.com immediately if an address needs to be corrected. We will try to update it, but changes cannot be guaranteed after processing or dispatch has begun.

We are not responsible for delays or losses caused by an incorrect or incomplete address supplied by the customer. Additional delivery charges may apply if an order must be sent again.

Delays

Delivery can occasionally be delayed by weather, carrier disruption, customs checks, seasonal demand or other events outside our reasonable control.

If a significant delay occurs, we will provide available information and take reasonable steps to resolve it. Your statutory rights remain unaffected.

Missing parcels

Before contacting us about a missing parcel, please:

Check the tracking information
Check any safe place or delivery notice
Ask members of your household
Check with immediate neighbours where appropriate

If the parcel still cannot be located, email info@shopmapleandmoss.com with your order number. We will investigate with the relevant delivery or fulfilment partner.

Damaged parcels or incorrect items

If an item arrives damaged, faulty or incorrect, contact us as soon as reasonably possible.

Please include your order number and, where available, clear photographs of the product and packaging. We will arrange an appropriate replacement, refund or other remedy in accordance with your consumer rights.

Do not return the item until we provide instructions, as different products may have different return locations.

International orders

Where international delivery is offered, customers may be responsible for import duties, customs charges or local taxes that are not collected at checkout.

Customs processing can delay delivery. Maple & Moss cannot control or predict customs-clearance times.