Shipping policy
At Madeleine Clavel, we ship to customers across Spain, the United Kingdom, the United States, Australia, and Canada. Below is everything you need to know about how your order reaches you.
1. Where we ship
We currently ship to the following countries:
- Spain (mainland Spain and the Balearic Islands)
- United Kingdom
- United States
- Australia
- Canada
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 to Spain, the United Kingdom, the United States, Australia, and Canada, 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
These estimated delivery times apply to Spain, the United Kingdom, the United States, Australia, and Canada.
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 any applicable import VAT, customs duties, or customs handling charges unless explicitly stated otherwise at checkout. These charges vary depending on the destination country, the value of the order, and applicable customs regulations.
For orders delivered to Spain, Spanish import VAT may apply at the applicable rate, which is generally 21% for standard-rated goods, along with any customs duties or handling fees charged by the carrier. Where these charges have not already been collected at checkout, they may be payable by you before the parcel is released.
For orders delivered to the United Kingdom, the United States, Australia, and Canada, applicable import taxes, duties, and customs handling charges may be assessed according to the destination country's regulations. Where these charges have not been collected at checkout, you are responsible for paying them if required by the customs authorities or delivery carrier.
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, where permitted by applicable consumer protection laws.
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, the United Kingdom, the United States, Australia, and Canada.
For deliveries within Spain, we are unable to deliver to Correos apartado de correos (PO Box) addresses.
Additional address restrictions may apply depending on the destination and delivery carrier.
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.
11. Contact information
Store name: Madeleine Clavel
Registered address: Melbourne, Victoria, Australia
Warehouse Address: Carrer de Pau VI, 88, 08173 Sant Cugat del Vallès, Barcelona, Spain
Email: help@madeleineclavel.com
Phone Number: (+34) 632994022
Monday to Friday | 09:00 – 17:00 CET
We aim to respond within one business day.