Shipment & Delivery

  • We offer free delivery in Belgium on orders above €250. For orders below this amount, a shipping fee of €7 applies.
  • Shipping costs within the EU:
    • The Netherlands & Luxembourg: €12
    • France & Germany: €15
    • Rest of Europe: €25
  • Delivery area: We currently ship within the European Union. If you are interested in delivery outside the EU, please contact us at hello@maisonmollie.com.
  • Processing time: Orders are prepared and shipped from Belgium within 1–3 business days.
  • Order tracking: Once your order has shipped, you’ll receive a confirmation email with a tracking link. Please allow up to 24 hours for tracking information to update.
  • Order adjustments: Order cancellations or changes are not possible once an order is placed. For updates, please refer to your tracking information.
  • Peak seasons: During busy periods, deliveries may take longer than usual. We appreciate your patience.
  • Issues with tracking: If your tracking link does not work, kindly reach out to us at hello@maisonmollie.com.
  • Delays: Maison Mollie is not responsible for delays caused by external factors such as customs, carrier issues, or unforeseen circumstances.

Returns & Exchanges

Due to the nature of our products being used by pets, we generally cannot accept returns. This policy is in place to ensure the hygiene and safety of all our customers and their pets, in line with health regulations.

If, however, a product remains unopened and in its original packaging and you received it by mistake or wish to return it for another valid reason, please contact us at hello@maisonmollie.com. We will evaluate your request and, if approved, the following conditions will apply:

  • Return shipping costs are your responsibility. Maison Mollie cannot be held responsible for loss, theft, or damage during shipment.
  • Additional handling & processing charges for the return are as follows:
    • Belgium, The Netherlands & Luxembourg: €10
    • Rest of Europe: €20
  • Refunds: All successfully returned items will be credited to the original payment method used to purchase the items. Original shipping charges will not be refunded. Please allow up to 14 days for the refund to appear on your account, as processing times vary between payment providers.

For exchanges, the original item must first be returned following the above guidelines, after which a new order can be placed. Refunds will be processed according to the same returns policy.

If you receive a wrong or defective product, please email us at hello@maisonmollie.com, and we will work with you to find a suitable solution.