Shipping policy

TRACK YOUR ORDER (CLICK HERE)

Effective date: July 18, 2026

Maison Ketenci delivers internationally. Please review the following information regarding shipping rates, delivery estimates, tracking and shipment protection.

Shipping Rates

United States, United Kingdom and European Union: Economy delivery is completely free.
Other countries: Shipping costs are calculated and displayed at checkout.
Express delivery: FedEx or UPS express delivery is available for an additional charge displayed at checkout.

Delivery Duties and Taxes

All Maison Ketenci shipments are sent Delivered Duty Paid (DDP).

This means all applicable import duties, customs charges and taxes are prepaid by Maison Ketenci. Customers will not face additional customs, duty or tax charges when their package is delivered.

We actively monitor current DDP and import requirements, particularly the latest requirements affecting shipments to the European Union and United States. We always dispatch orders with the applicable duties and taxes paid.

This applies to both economy and express shipments.

If a carrier or customs authority unexpectedly requests an additional payment, please contact us before paying it. We will investigate and resolve the matter for you.

Estimated Delivery Times

Economy Delivery

European Union: Approximately 4–9 business days after dispatch.
United Kingdom: Approximately 4–9 business days after dispatch.
United States: Approximately 4–12 business days after dispatch.

All economy orders are transported through WIDECT’s air-cargo network. A local delivery partner may complete the final stage of delivery.

Express Delivery

FedEx or UPS express delivery is available for an additional charge.

Estimated delivery: Approximately 1–3 business days after dispatch.

The available express carrier and price will be displayed at checkout.

Business days are Monday through Friday, excluding public holidays. Delivery estimates begin after the order has been dispatched and are not guaranteed delivery dates. Customs inspections, severe weather, public holidays, remote destinations and carrier disruptions may occasionally cause delays.

Tracking Your Order

Once your order has been dispatched, you will receive a tracking number.

You can track an economy shipment by:

Visiting the official Navlungo tracking page:
https://navlungo.com/en/track
Searching Google for “Navlungo Tracking” and selecting the official navlungo.com result.
Messaging Maison Ketenci with your order number and the email address used at checkout. We will gladly check the shipment for you.

FedEx and UPS express shipments can also be tracked through the applicable carrier’s official website.

Your shipment may display more than one tracking number or carrier as it moves between international air cargo and the local delivery network.

Damaged, Lost or Stolen Orders

If your order:

Arrives damaged
Is lost during delivery
Is stolen
Does not arrive

You will receive a full refund with no questions asked.

The refund includes the complete amount paid for the affected order, including any express shipping charge paid.

You only need to provide your order number and the email address used at checkout so we can locate the transaction and issue the refund. You will not be required to pursue a carrier claim or provide a police report.

A photograph of a damaged order is appreciated when convenient, but it is not required to receive your refund.

Incorrect Items

If you receive a different item from the one you ordered, you will receive a full refund with no questions asked.

You will not be required to pay return postage or complete a carrier claim. Please contact us with your order number and the email address used at checkout so we can issue your refund.

Refund Processing

Refunds are issued to the original payment method. After the refund has been issued, your bank or payment provider may require additional time to display the funds in your account.

Delivery Address

Please check your name, street address, apartment or unit number, postal code and telephone number before completing your order.

If you notice an error, contact us immediately. We will make every reasonable effort to update the address, but changes cannot be guaranteed after an order has been dispatched.