During that window we

• Check your order details and delivery address
• Send your made-to-order pieces into production
• Pass general collection items to our fulfilment partners
• Book collection with the carrier

Processing can run slightly longer around public holidays, seasonal sales and promotional periods. If your order will be materially delayed, we'll email you rather than let you wonder.

Why tracking doesn't arrive at checkout

Nothing is dispatched until it's ready, and made-to-order pieces don't exist until we make them. There's no parcel to scan on the day you order, so tracking follows 1–3 business days later.

Once you have a link, allow a little time before it shows movement — carrier systems often take up to 24 hours to register a first scan. A quiet tracking page in the first day usually means nothing is wrong.

No tracking email by the fourth business day? Check your spam folder, then write to us.

Changing an address

Email info@aspenmaecollective.com with your order number within 24 hours of ordering. We'll change it if we possibly can.

Made-to-order pieces enter production quickly and carry the shipping label from the start, so the window there is genuinely short. Once an order has been dispatched, the address cannot be altered.

Where an incorrect address was supplied and the parcel is lost or returned, additional shipping costs for a reshipment may fall to the customer.

Delays

Customs inspections, carrier disruption, severe weather, public holidays and peak volumes can all push a delivery beyond our estimate. We can't guarantee dates against circumstances outside our control, but we will always tell you what we know.

If a parcel seems lost

• Read the tracking history in full — many parcels show a gap mid-route
• Check the address used at checkout, in your confirmation email
• Contact the carrier with the tracking number
• Write to us, and we'll take it from there

Where tracking does not confirm delivery, see the 30-day replacement or refund above.

If tracking says delivered but nothing arrived

Please check around the property, with household members and with immediate neighbours, and ask the carrier where the parcel was left — drivers frequently record a safe place or a neighbour's address.

Where a carrier confirms delivery to the address supplied, we're unable to accept responsibility for a parcel that goes missing afterwards. That said, tell us anyway. We look at these case by case, and a pattern at one carrier depot is something we want to know about.

Parcels returned to sender

A parcel may come back if the address is incomplete, delivery is refused, or it goes unclaimed at a collection point. Made-to-order pieces cannot be recovered or resold in this situation. We'll contact you to arrange a reshipment, for which shipping charges may apply.

What may apply

Made-to-order pieces are produced within the United States and travel domestically, so no customs process, duty or import charge arises.

Items from our general collection may be dispatched from an international fulfilment partner. Where that happens, the parcel passes through customs on entry, and import duties, taxes or handling fees may be charged by the authorities or the carrier.

These charges are set by the destination country, are outside our control, and are payable by the recipient. We have no visibility of the amount in advance. Customs processing can also add time to the delivery estimate.

Refusing a parcel in order to avoid such charges is treated as a return to sender under Section 6.