Shipping Policy

At Madeleine Clavel, we ship to customers across Spain. Below is everything you need to know about how your order reaches you.

1. Where we ship

We currently ship to mainland Spain and the Balearic Islands.

We do not currently ship to the Canary Islands, Ceuta or Melilla, as these territories fall outside the EU customs and VAT area and are subject to separate import procedures.

2. Processing time

Orders are typically processed within 2–3 business days, Monday to Friday, excluding public holidays.

During peak periods or promotions, processing may take slightly longer. We will let you know if there is a delay.

Order cut-off is 18:00 CET. Orders placed after this time begin processing the following business day.

3. Shipping rates

Free shipping on all orders, with no minimum spend.

4. Estimated delivery times

Processing: 2–3 business days
Transit: 4–9 business days
Total estimated delivery: 6–12 business days

Order cut-off: 18:00 CET

Delivery estimates are given in good faith but are not guaranteed, and may be affected by carrier delays, customs processing, or weather.

If your order has not arrived within 30 days of your order being accepted, you may cancel it and receive a full refund.

5. Import VAT and customs charges

Please read this before ordering. Your order is dispatched from outside the European Union.

The price you pay at checkout does not include Spanish import VAT or customs handling charges. Spanish VAT of 21% will be charged on delivery, along with a handling fee set by the carrier. These charges are payable by you before the parcel is released.

If a parcel is refused or returned because these charges were not paid, we will refund the price of the goods less any shipping and return costs incurred.

6. Tracking

Every order ships with tracking. You will receive a tracking number by email once your order has been dispatched. Please allow 24–48 hours for tracking information to update after dispatch.

7. Shipping restrictions

We deliver to residential and business addresses in Spain. We are unable to deliver to Correos apartado de correos (PO Box) addresses.

8. Failed delivery or returned parcels

If a delivery attempt fails, or a parcel is undeliverable due to an incorrect or incomplete address, it may be returned to our fulfilment partner. We will contact you if this happens and arrange redelivery, which may incur an additional shipping charge.

9. Lost or damaged parcels

Risk in the goods remains with us until you, or someone you nominate, takes physical possession of them.

If your parcel is lost or arrives damaged, contact us at help@madeleineclavel.com and we will investigate with the carrier and put it right. You do not need to pursue the carrier yourself.

10. Changes to this policy

We may update this shipping policy from time to time. The current version is always available on this page.

Last updated: 3 August 2026

11. Contact information

Store name: Madeleine Clavel

Company name: Highland Commerce Pty Ltd

Registered address: 5 Fairway Drive, Kew East VIC 3102, Australia

Warehouse Address: Carrer de Pau VI, 88, 08173 Sant Cugat del Vallès, Barcelona, Spain

ABN: 97 695 098 116

ACN: 695 098 116

Email: help@madeleineclavel.com

Phone Number: (+34) 632994022