Frequently Asked Questions
1. What is your shipping policy and do you ship internationally?
We offer free international shipping on all orders to ensure that customers can experience our brand anywhere in the world.
2. How long are shipping times?
We work directly with the manufacturer to get you the lowest prices possible, because of this shipping may take a few weeks. Shipping times will vary depending on the destination country, as our policy covers worldwide shipping.
Please refer to our shipping policy here for full details on shipping times.
COVID-19 Shipping Times
Please note that shipping and delivery times may be 1-2 weeks delayed due to the COVID-19 pandemic.
Do expect longer shipping duration due to the COVID-19 situation with a reduced number of flights and manpower. As such, we are currently offering free shipping worldwide to thank you for your support and patience!
3. What is your return / refund policy?
We have a 14-day refund policy, which means you have 14 days after receiving your item to request a refund.
Eligibility for a refund:
- Product is damaged or defective
- Product does not match the description
- Product was not delivered
Please send all refund requests to email@example.com with the following information:
- Reason for your refund request
- Proof of purchase (full name and order number on your email confirmation)
- Photo showing the product defect / damage (if applicable)
We will notify you once we’ve received and assessed your request, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund as well.
4. Where is my tracking information?
Please allow 3-5 business days for updated tracking to become available after receiving your confirmation email. While we do our best to offer you complete tracking, please note we are unable to provide the exact location and estimated delivery dates until your order is with the end courier. You may track your order here.
5. Can I cancel my order after it has been placed?
As long as your product has not been submitted for fulfillment, we can cancel the shipment. There are no costs to cancel an order if it hasn't been shipped. Orders that have already been fulfilled and shipped are not eligible for cancellations / refunds.
Please contact firstname.lastname@example.org to request to cancel your order.
6. I only received part of my order, where is the rest?
We source our products internationally and some are shipped from different distribution facilities. Please allow a few extra days for the rest of your order to arrive. If you still have not received the rest of your order after a few days, please feel free to contact us at email@example.com so we can locate your additional packages.
7. Who is responsible for customs and duty charges?
Maison Minimalist is not responsible for any duties/taxes upon arrival to your location and any delays due to the shipping carrier or customs clearance. Delivery time does not include Saturdays, Sundays, or Holidays.
Customs, duty, and taxes are non-refundable. If you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
8. How do I get in contact with customer support?
If you have any questions or concerns, we'd be happy to chat. Please send all inquiries to firstname.lastname@example.org and we will respond to you within 48 hours.