Frequently Asked Questions
Everything you need to know about shopping with MAISON. If you can't find your answer here, our client care team is always happy to help.
Ordering
How do I place an order?
Browse our curated collections and select the pieces that speak to you. Choose your preferred size and colour, then add them to your bag. When you're ready, proceed to checkout where you'll enter your shipping details and payment information. You'll receive a confirmation email the moment your order is placed.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also offer PayPal, Apple Pay, and Google Pay for a seamless checkout experience. All transactions are processed through our secure, PCI-compliant payment gateway.
Can I modify or cancel my order after it's been placed?
We begin preparing your order promptly to ensure swift delivery. If you need to make changes, please contact our client care team within one hour of placing your order at care@maisonstore.com. Once an order has entered the fulfilment process, modifications are no longer possible, though you may initiate a return upon receipt.
Do you offer gift wrapping?
Absolutely. Every MAISON order arrives in our signature packaging—a matte black box with tissue paper and a hand-finished ribbon. For an additional touch, we offer a premium gift wrapping service with a personalised note card. Simply select the gift wrapping option at checkout and include your message.
Can I place an order from outside the United States?
Yes, MAISON ships to over 40 countries worldwide. International orders are subject to local customs duties and import taxes, which are the responsibility of the recipient. Shipping costs and estimated delivery times for your region are displayed at checkout.
Tracking Orders
How do I track my order?
Once your order has shipped, you'll receive an email with a tracking number and a direct link to follow your package's journey. You can also visit our Order Tracking page and enter your order number and email address to view real-time status updates.
My tracking number isn't updating. What should I do?
Tracking information can take up to 48 hours to become active after your shipping confirmation is sent. This is standard carrier behaviour during the initial scan process. If your tracking hasn't updated after 48 hours, please reach out to our client care team and we'll investigate with the carrier on your behalf.
What are the estimated delivery timeframes?
Domestic orders typically arrive within 3–5 business days via standard shipping, or 1–2 business days with express shipping. International deliveries generally take 7–14 business days depending on your location and local customs processing. Please note that these are estimates and not guaranteed delivery dates.
What happens if I miss my delivery?
If you're unavailable at the time of delivery, the carrier will typically leave a notice and attempt redelivery the following business day. Depending on your region, the package may be held at a local collection point for up to seven days. If your parcel is returned to us, we'll contact you to arrange reshipment at no additional cost.
Can I change my shipping address after my order has shipped?
Once a shipment is in transit, address changes are subject to carrier availability. Please contact us as soon as possible at care@maisonstore.com and we'll do our best to redirect the package. We cannot guarantee address changes once the parcel has been dispatched.
Refunds
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unworn, unwashed, and in their original condition with all tags attached. Returned pieces should be sent back in their original MAISON packaging whenever possible. For full details, please visit our Refund Policy page.
How do I initiate a return?
To begin a return, visit our Refund Policy page or contact our client care team at care@maisonstore.com. We'll provide you with a prepaid return label and detailed instructions. Simply package your item securely, affix the label, and drop it off at the nearest carrier location.
How long does it take to receive my refund?
Once we receive and inspect your return, refunds are typically processed within 5–7 business days. The credit will be applied to your original payment method. Please allow an additional 3–5 business days for your bank or card issuer to reflect the refund on your statement.
Can I exchange an item instead of returning it?
We're happy to accommodate exchanges for a different size or colour of the same style, subject to availability. Please contact our client care team to arrange an exchange. If the desired variant is out of stock, we'll process a full refund so you can place a new order when it becomes available.
Are sale or final-sale items eligible for returns?
Items purchased during seasonal promotions may be returned within 14 days under the same conditions as full-price pieces. However, items explicitly marked as Final Sale at the time of purchase are not eligible for returns, exchanges, or refunds. Please review the product details carefully before completing your purchase.
Shipping
What shipping options are available?
MAISON offers two domestic shipping tiers: Standard Shipping (3–5 business days) and Express Shipping (1–2 business days). International shipping is available to select countries with estimated delivery of 7–14 business days. Rates are calculated at checkout based on your location and order weight.
Do you offer free shipping?
Yes. Complimentary standard shipping is available on all domestic orders over $200. This threshold applies to the merchandise subtotal before taxes. International orders and express shipping upgrades are not included in the free shipping offer. Keep an eye on our announcements for occasional free shipping promotions.
Do you ship internationally?
We ship to over 40 countries across North America, Europe, Asia-Pacific, and the Middle East. International shipping rates and delivery estimates vary by destination and are displayed during checkout. Please note that customs duties, import taxes, and brokerage fees are the responsibility of the recipient and are not included in our shipping charges.
How long does order processing take?
Orders are typically processed and dispatched within 1–2 business days. During peak periods—such as holiday seasons and new collection launches—processing may take an additional 1–2 business days. You'll receive a shipping confirmation email with tracking details as soon as your order leaves our fulfilment centre.
Can you deliver to PO boxes or military addresses?
We can ship to PO boxes and APO/FPO/DPO military addresses via standard shipping only. Express shipping is not available for these address types. Please ensure your address is formatted correctly at checkout to avoid any delays. Delivery timeframes to military addresses may vary depending on the destination.