Orders & Shipping

Orders & Shipping

 Free worldwide express shipping for orders above EUR 299

Order Process

Standard Order Process

Dear our beloved customers, thank you for being interested in Stolen Stores fashion pieces. To order our pieces, please order via our website www.maisoncandele.com . To help you have a smooth buying experience and in light of transparency so you can make the best informed buying decision, we at Stolen Stores have provided our Shipping Policy, Cancellation Policy, Exchange and Return Policy and Refund Policy which are applicable to all Standard Order, Pre-Order and Made-to-Order Orders.

Should you have any special enquiries or are unsure of how to make your orders, feel free to email us at info@maisoncandele.com or contact us through our social media channels (Instagram:@maisoncandele). Our hours of operation are Monday to Friday, 9am to 5pm (CEST). We will try to reach back as soon as possible :) 


Pre-Order Process

Occasionally, we craft up special pieces that are either handmade using special techniques by our very best craftsmen and craftswomen or made of limited fine fabric, color or patterns which we hope you’ll love. These pieces are stated as Pre-Order on the item page. If you are unsure if the item you are considering is a Pre-Order item, feel free to email us at info@maisoncandele.com or contact us through our social media channels (Instagram: @maisocandele).

Pre-Order orders will only be confirmed upon receipt of payment and take between 7-14 business days to complete before it is ready to be shipped unless otherwise stated. Please note Pre-Order items usually have less variation in sizes due to the limited quantity and fabric we have. Should your size not be available for the Pre-Order item, feel free to email us to start your Made-to-Order process.


Made-to-Measure Process

Clothing pieces are an important part of your personal artistic expression to the world, and with that, a perfect fit is absolutely important for you. Hence, here at Maison Candelé we offer customization where you can have your favorite styles reproduced in a color of your choosing and with minor adjustments made to existing size ranges including bust, waist, hip and length measurements. Last but not least, should you wish to choose one of our design for one of your special occasions such as weddings (gowns/bridesmaids dresses), birthdays or anniversaries, we’ll be more than honored to help you get started on the Made-to-order piece!

In order to commission a Made-to-Measure order please email infor@maisoncandele.com to confirm that the item you are interested in can be customized and start the Made-to-Measure order process. Our Stolen Stores team will reach back as soon as possible and take you through your Made-to-Measure order process to help you get your personal Maison Candelé item. 

Made-to-Measure orders will only be confirmed upon receipt of payment and can take between 2-6 weeks to complete, depending on the complexity and volume of orders,  before it is ready to be shipped. Depending on the level of customization, additional charges may apply. These details will be further discussed and made clear to you during your Made-to-Measure order process with our Stolen Stores team.



Shipping Policy


Shipping Process 

We ship to you worldwide from our headquarters Paris,France. Free UPS Express shipping is offered for all international orders above EUR 299 

All orders are processed by Maison candelé within 1-3 business days from purchase pending availability and credit verification. Orders are then dispatched the following business day to our partnered courier. International orders will be shipped via UPS Express, FedEx International Priority or equivalent international standard courier. UPS Express and FedEx International Priority typically ships within 3-5 business days globally. We will send you the tracking number provided by our partnered courier to the email you have provided to us during the order process. Please note our order and sale process and responsibility for the transaction ends upon sending the customer the tracking number and we cannot and will not be responsible or liable for the package thereafter, such as any shipment delays, tracking and collecting of for the package as this is not within our control. The courier will be responsible for the shipping of the package and it is the responsibility of the customer to ensure the package is safely received by a person designated by the customer. However, please feel free to contact us should you have any issues and our team will try our best to work with our courier partners to ensure you receive the package successfully.

Please note for Pre-order and/or Made-to-Order items, order process and processing times will differ as per the table above. In the event of an order containing multiple items that are a mixture of Standard, Pre-order and/or Made-to-Order items, the items will all be bundled together and only shipped upon the complete production of the last item. If you would like to arrange for separate shipping, please reach out to us and we will try our best to make it happen for you (additional charges may apply). For more information regarding Pre-Order and/or Made-to-Order items, please see Pre-Order and Made-to-Order sections.

To ensure you will be able to receive your package at your intended address and for us to process your shipping, please provide your full name, a contact number and correct delivery address in English. Please refrain from providing P.O. Boxes delivery as UPS and FedEx is unable to deliver to P.O. Boxes or APO/FPO addresses. If you entered a P.O. box as your delivery address, we will be unable to process your order and will reach out to you via e-mail to get an alternative address which may delay your delivery. As part of our international standard courier delivery process, a signature will be required on delivery of all orders. 

Shipping Costs and Delivery Times

Free Express Shipping for order over EUR 299

Free Shipping and return within France


International Shipping

Standard Shipping EUR15 (14-21 Business Days) - LA POSTE

Express Shipping EUR35 (3-5 Business Days) - UPS FedEx DHL or equivalent

Please note delivery times are provided as guidelines from our international courier partners and do not take into account customs delays. Occasionally, there might be delays in shipping or delivery due to force of nature or other uncontrollable events. Though Maison Candelé is not liable for such delays, we thank you for your patience in such cases and will try our best to work with our courier partners to ensure all orders arrive and your doorstep safe and sound in a timely manner.

*Due to the current COVID-19 situation there is reduced air capacity, therefore please allow for a possible delay. 


Unnecessary costs related to re-delivery of order packages

Maison Candelé would love for you to receive your order as you intended and avoid our customers from paying unnecessary costs. We try our best to you with the details required for processing your orders successfully. If you are unsure, please feel free to reach out to us prior to making your order via email at info@maisoncandele.com so we can help you ensure you have a smooth buying experience.

Such unnecessary costs usually occurs when the following events happen (includes but not limited to below events):

  • Incorrect shipping address
  • Incomplete shipping address
  • Insecure shipping address
  • Refused/rejected or uncollected order package
  • Unpaid International Customs, Duties and Tax
  • Incorrect size of item of purchase
  • Incorrect color of item of purchase etc.

The unnecessary costs, which will be at the expense of the customer, include but not limited to:

(i) the return shipping cost charged by the international courier for delivery from Incorrect Address to Maison Candelé HQ; 

(ii) the inbound International Customs, Duties & Tax payment cost as a result of return shipping from Incorrect Address to Maison Candelé HQ; 

(iii) the redelivery shipping cost charged by the international courier for delivery from Maison Candelé HQ to new address provided;

(iv) the inbound International Customs, Duties & Tax payment cost as a result of redelivery shipping from Maison Candelé HQ to new address provided;

(v) clothing alteration costs etc.

Please note such costs can be extremely expensive. We at Maison Candelé want our customers to have the best buying experience and avoid these costs, hence, we urge you to be accurate in providing correct information.


Incorrect, Incomplete and Secure Shipping Address Policy

Please be sure to check your shipping address for errors before processing any orders. If you have incorrectly or incompletely input your shipping address for your order, please contact us immediately via email at info@maisoncandele.com. Unfortunately, in the event your order has already been processed and picked up by our international courier partner for shipping, Maison Candelé will not be able to amend or cancel your order and change your shipping address. Maison Candelé will not be held responsible for products shipped to the wrong address due to input error. Customers will be subject to costs as stated in the Unnecessary costs related to re-delivery of order packages section.

For a secure shipping address, please ensure the shipping address you provide is safe and secure for receiving and storing your order package for your collection. In the event the tracking information provided by our third party international courier shows the order package has been delivered to the shipping address you provided, we will assume that the order package has been delivered and that something must have happened to the order package at the delivery destination. In such cases, Maison Candelé will neither be held responsible for lost/stolen packages nor interact with the international courier to locate the lost package. Customers will be subject to costs as stated in the Unnecessary costs related to re-delivery of order packages section.

Refused or Uncollected Order Package Policy

We understand occasionally you might not be able to personally accept your orders upon delivery due to your busy schedule. In such cases, please arrange for someone to receive the orders on your behalf. In the event the order is not received, it would be held at our partnered courier’s facility for a certain period of time. You may check on the status of such delivery via your tracking number and arrange with the courier for pickup or re-delivery. In the meantime, we will contact the customer via email. In the event the customer is uncontactable, or should the order be refused or uncollected pass the courier’s holding period, we will proceed to cancel the order and it will be shipped back to Maison Candelé. In such cases, we are more than happy to redeliver the order at a similar shipping fee. However, please note that customers will be subject to costs as stated in the Unnecessary costs related to re-delivery of order packages section.


International Customs, Duties & Taxes

Maison Candelé ships on a Delivery Duty Unpaid basis for international orders and does not cover any customs, duties or taxes applied to orders. These additional costs are not included in our product prices or shipping fees and are at the receivers expense. 

You may be charged import duties and taxes by your local customs authority when your parcel is received into your country. International Customs, Duties and Tax rates vary depending on the value of the goods, what they are made of and where they are made. Importantly, all countries have different rules regarding this so we are unable to tell you exactly what International Customs, Duties and Tax you may be required to pay as this is determined on import by customs officials. You will not always be required to pay International Customs, Duties and Tax, but it is important that you make yourself aware of the International Customs, Duties and Tax and thresholds that may apply in your country in case you are charged to avoid any surprises. We have highlighted some customs websites to refer to before purchasing below:

USA: https://www.cbp.gov/trade/basic-import-export/internet-purchases

Canada: https://www.cbsa-asfc.gc.ca/import/postal-postale/dtytx-drttx-eng.html

The UK: https://www.gov.uk/goods-sent-from-abroad/tax-and-duty

Australia: https://www.abf.gov.au/buying-online/buying-online

New Zealand: https://www.customs.govt.nz/personal/online-shopping/


Please note, if you decide not to pay import taxes or duties and choose to refuse/reject the parcel, you will not be refunded for your order. In such cases, customers may be subject to costs as stated in the Unnecessary costs related to re-delivery of order packages section. Maison Candelé will not be held responsible for any action and/or costs and/or International Customs, Duties & Taxes and/or delays due to customs over which it has no control.