Shipping policy
AZRA SHIPPING POLICY
Last updated: September 2026
This Shipping Policy applies to purchases made through the AZRA online store, operated by MAISON ARABIA ATELIER.
BUSINESS INFORMATION
Trading name:
AZRA
Registered / business name:
MAISON ARABIA ATELIER
NIF:
B88892526
Business address:
Carretera de la Sierra, No. 20
Granada, Spain
Phone:
+34 687 414 981
Email:
contact@azrakeftan.com
Website:
azrakaftan.com
1. SHIPPING DESTINATIONS
AZRA ships orders internationally.
Available shipping destinations may vary depending on the products ordered, the destination country, carrier availability and applicable customs or legal restrictions.
If we are unable to ship an order to your destination, we will contact you as soon as reasonably possible.
2. ORDER PROCESSING
Each AZRA order is carefully inspected and prepared before shipment.
Processing times may vary depending on whether the item is:
• ready to ship;
• handmade to order;
• customised;
• altered;
• made according to the customer’s measurements or specifications.
Any estimated production or preparation time displayed on the product page or communicated to the customer is separate from the carrier’s delivery time.
Orders are processed after payment has been successfully authorised.
3. HANDMADE AND MADE-TO-ORDER ITEMS
Certain AZRA pieces are handmade or produced specifically for the customer.
These products may require additional preparation or production time before shipment.
Where possible, the estimated production period will be communicated on the product page, during checkout or directly to the customer.
Production times are estimates unless expressly stated otherwise.
4. SHIPPING CONFIRMATION
Once your order has been dispatched, you will receive a shipping confirmation by email or through the contact details provided with your order.
Where available, the confirmation will include tracking information.
Please allow some time for tracking information to become active after the carrier receives the parcel.
5. ESTIMATED DELIVERY TIMES
Delivery times are estimates only unless expressly guaranteed.
Actual delivery times may vary depending on:
• destination country;
• shipping carrier;
• customs clearance;
• public holidays;
• weather conditions;
• local delivery conditions;
• peak shopping periods;
• transportation disruptions;
• events outside AZRA’s reasonable control.
The total estimated delivery period may include both production or preparation time and carrier transit time.
6. SHIPPING COSTS
Shipping costs, where applicable, will be displayed during checkout before the customer confirms the order.
Shipping charges may vary depending on:
• destination;
• parcel size;
• parcel weight;
• carrier;
• delivery service selected.
Any additional delivery options available will be shown during checkout where applicable.
7. INTERNATIONAL SHIPPING, CUSTOMS AND IMPORT CHARGES
International orders may be subject to customs duties, import VAT, taxes, handling charges or other fees imposed by the destination country.
Unless expressly stated that such charges have already been collected during checkout, these charges are normally the responsibility of the recipient.
AZRA does not control customs authorities and cannot predict or guarantee:
• whether customs charges will apply;
• the amount of such charges;
• the time required for customs clearance.
Customers are responsible for complying with the import rules applicable in their destination country.
8. CUSTOMS DELAYS
International shipments may occasionally be delayed by customs authorities.
AZRA is not responsible for delays caused solely by customs inspections, customs processing or requirements imposed by public authorities where these circumstances are outside our reasonable control.
We will, where reasonably possible, assist the customer with information necessary for the shipment.
9. SHIPPING DAMAGE
AZRA carefully inspects each product before shipment.
When AZRA arranges delivery using one of the carriers offered by us, the risk of accidental loss or damage remains with AZRA until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the order, where required by applicable law.
If your parcel arrives visibly damaged, please:
1. Photograph the parcel before opening it.
2. Photograph any visible damage to the packaging.
3. Photograph the damaged product.
4. Keep all packaging materials.
5. Contact us as soon as possible at:
contact@azrakeftan.com
We recommend reporting transport damage within 48 hours of delivery so that we can open a claim with the carrier promptly.
This 48-hour recommendation does not limit or reduce any mandatory consumer rights provided by applicable law.
10. LOST PARCELS
If tracking information suggests that your parcel has been lost before delivery, please contact us at:
contact@azrakeftan.com
We will investigate the shipment with the carrier.
Where AZRA remains legally responsible for the shipment, we will provide the appropriate solution in accordance with applicable law.
11. CUSTOMER-ARRANGED TRANSPORT
If the customer independently chooses and contracts a shipping company that was not offered by AZRA, responsibility for the shipment may transfer when AZRA hands the goods to that carrier, to the extent permitted by applicable law.
12. INCORRECT OR INCOMPLETE SHIPPING ADDRESS
Customers are responsible for providing complete and accurate shipping information.
Please check your:
• full name;
• street address;
• building or apartment number;
• postcode;
• city;
• country;
• telephone number.
If an order cannot be delivered because the customer provided an incorrect or incomplete address, additional shipping, return or redelivery charges may apply where legally permitted.
Please contact us immediately if you notice an error in your shipping information.
We cannot guarantee that an address can be changed once an order has been dispatched.
13. FAILED DELIVERY ATTEMPTS
If the carrier is unable to deliver the parcel, the customer should follow the carrier’s instructions regarding redelivery or collection.
If a parcel is returned to AZRA because:
• delivery was repeatedly unsuccessful;
• the customer failed to collect the parcel;
• the address provided was incorrect or incomplete;
additional shipping charges may apply before the order is sent again, where legally permitted.
14. REFUSED DELIVERIES
If a customer refuses delivery without an applicable legal reason, any resulting return shipping costs or charges may be deducted from the refund where permitted by applicable law.
This does not affect statutory withdrawal or consumer rights.
15. DELIVERY CONFIRMATION
Once the customer, or an authorised recipient, has physically received the parcel, AZRA is not responsible for subsequent:
• loss;
• theft;
• misuse;
• improper storage;
• accidental damage;
• damage caused by failure to follow product care instructions;
except where liability cannot legally be excluded.
16. DELAYS OUTSIDE OUR CONTROL
AZRA will not be responsible for delays caused by circumstances outside our reasonable control where permitted by law.
These may include:
• severe weather;
• natural disasters;
• strikes;
• transportation disruptions;
• customs delays;
• public authority restrictions;
• telecommunications or infrastructure failures;
• other extraordinary events.
Where such circumstances significantly affect an order, we will take reasonable steps to keep the customer informed.
17. RETURNS
Shipping-related returns are subject to the AZRA Return & Refund Policy.
For standard change-of-mind returns, the customer may be responsible for the direct cost of returning the item where permitted by applicable law.
If a return is required because the product is defective, incorrect or otherwise non-conforming and AZRA is legally responsible, AZRA will cover the necessary return costs.
18. CONTACT
For any questions regarding shipping, tracking, delivery, damaged parcels or lost shipments, please contact:
AZRA
MAISON ARABIA ATELIER
Carretera de la Sierra, No. 20
Granada, Spain
Phone:
+34 687 414 981
Email:
contact@azrakeftan.com
Website:
azrakaftan.com