FAQ
Find answers about orders, payments, delivery, returns, and customer support. For help with a specific order, contact info@trymaisonrose.com.
Orders, Payments & Discounts
What payment methods do you accept?
Use the payment methods displayed for your order at checkout. Options may include Visa, Mastercard, American Express, Discover, Diners Club, Apple Pay, Google Pay, Shop Pay, and Klarna where available.
Availability depends on your country, currency, device, and provider eligibility. If you choose instalments or pay-later services, review the provider’s schedule and any fees before agreeing. See our Payment Policy.
Which currency will I be charged in?
Your payment is submitted in the currency and amount shown at the final payment step. Amounts marked USD are in US dollars; other supported currencies may be available.
If your payment account uses a different currency, your provider may apply its own exchange rate or foreign transaction fee. Review the currency, discounts, delivery charge, applicable taxes, and total before paying.
Can I change or cancel my order?
Email info@trymaisonrose.com as soon as possible with your order number and requested change. We will try to stop fulfilment or update the order, although this may not be possible once preparation is underway.
If the entire order is cancelled before dispatch, we refund the payment, including delivery charges. If it has already shipped, we will explain the available return and cancellation options. Processing or dispatch does not remove applicable statutory cancellation rights.
Refund deadlines and full conditions appear in our Shipping Policy and Return & Refund Policy.
How is my payment information handled?
Our store uses Shopify’s checkout infrastructure and the payment services available at checkout. Enter payment details only through the secure checkout.
Do not send full card numbers, security codes, passwords, or bank authentication codes by email or through our contact form. Our Privacy Policy explains how order and customer information is handled.
How do discount codes and other promotions work?
Enter a valid code before placing your order and check that the discount appears in your order summary. Unless an offer allows otherwise, only one promotional code can be used per order. Any combination with automatic discounts or bundles follows the conditions stated with the offer.
If an advertised discount is missing, contact us. See our Promotions Policy for eligibility, offer conditions, and promotional returns.
Shipping & Delivery
Where do you deliver?
We deliver to destinations supported at checkout. Enter your complete address to see the available shipping options.
Please use a physical street address. We do not currently deliver to PO Boxes. Contact us before ordering if you are unsure whether your address is supported.
How long will delivery take?
Order preparation normally takes 1–3 business days. Estimated delivery times are:
| Destination | Processing | Transit after dispatch | Estimated total |
|---|---|---|---|
| United States | 1–3 business days | 7–14 business days | 8–17 business days |
| Other supported destinations | 1–3 business days | 5–14 business days | 6–17 business days |
Orders received after 5:00 PM GMT (UTC+0), at weekends, or on UK public holidays begin processing on the next business day. Business days are Monday–Friday, excluding UK public holidays.
These are estimates, not guaranteed arrival dates. Customs, destination holidays, and carrier delays may affect delivery. See our Shipping Policy for details and late-delivery rights.
How much does shipping cost?
Standard shipping is free on eligible orders of $89 USD or more, calculated after discounts and before delivery charges and taxes.
For orders below that threshold:
- United States: $5.99 USD.
- Other supported destinations: $6.99 USD.
If shopping in another supported currency, review the displayed shipping amount. Charges are shown before payment.
Free outbound shipping does not automatically include change-of-mind return postage or import charges. Cross-border orders may attract duties, taxes, or clearance fees where legally payable by the recipient and not already collected or included. See our Shipping Policy.
How do I track my package?
We will email tracking details for your order. You can also use our Track Order page.
Carrier activity normally appears within 24–72 hours after dispatch. A “label created” status does not necessarily mean the carrier has received the parcel. Contact us if tracking has not activated after this period.
Orders may arrive in separate parcels with separate tracking details. We do not add shipping charges when splitting an order.
What if my order is delayed or missing?
Contact us if the estimated delivery window has passed, tracking indicates a problem, or there has been no tracking update for more than 10 business days after dispatch.
We will investigate with the carrier and explain the next steps. A tracking delay alone does not establish that a parcel is lost. For confirmed loss or other qualifying non-delivery, we will arrange an appropriate replacement or refund.
A carrier investigation or an “in transit” status does not override a cancellation or refund right that has already arisen. You do not need to return goods you never received.
Tracking says delivered, but I have not received my parcel. What should I do?
Check the delivery address, any authorised safe place, and whether someone in your household or building accepted the parcel. Where appropriate, check with neighbours or the local delivery office.
If it is still missing, contact us with your order number. We will request available delivery evidence and investigate. A delivered tracking status alone does not automatically close your claim.
What if an item is damaged, faulty, incorrect, or missing?
Email info@trymaisonrose.com as soon as you discover the issue. Include your order reference and a description. Photos of the item, packaging, and shipping label can help, but contact us even if you cannot provide them.
We will arrange a remedy appropriate to the circumstances and your rights, such as a repair, replacement, price reduction, or refund. We cover necessary return postage for faulty, damaged, incorrect, or materially misdescribed goods.
Reporting a problem more than seven days after delivery does not remove your statutory rights.
Do I need Shipping Protection to receive help?
No. Shipping Protection, where offered, is optional and requires your affirmative agreement to its price and terms.
You can report a delivery problem and exercise your statutory rights whether or not you purchased it.
Returns, Exchanges & Refunds
What is your return policy?
You can request an eligible return within 30 calendar days after receiving the item, including if you change your mind. Regular-price, sale, and discounted products follow the same rules.
For voluntary change-of-mind returns, items must be unused, unworn, unwashed, unaltered, and undamaged, with supplied tags, accessories, and manuals. Reasonable inspection or trying on is allowed. Include original packaging where reasonably available.
Exceptions include qualifying personalised goods, certain sealed hygiene products once opened, and gift cards under our voluntary policy. See our Return & Refund Policy for the precise conditions.
These conditions and the 30-day window do not limit statutory cancellation rights or rights concerning faulty or misdescribed goods.
How do I start a return?
Email info@trymaisonrose.com with your order number or other proof of purchase and the item you wish to return. A reason is optional for a change-of-mind return; please describe any product problem.
Contact us before posting so we can provide the correct return address and instructions. Do not automatically use our business correspondence address or the sender address on your parcel.
Under our voluntary policy, send your request within the 30-day window and dispatch the return within 14 calendar days after we provide instructions. Keep proof of postage.
A timely request remains valid if our response is delayed. Statutory cancellation does not depend on our approval and follows the deadlines explained in the full policy.
Can I exchange an item?
Yes, eligible items can be exchanged subject to availability and our return conditions. Contact us within the applicable return window.
For a change-of-mind exchange, you pay return postage. We will confirm any price difference and replacement delivery charge before you agree. Necessary postage for replacements due to a fault or our error is covered by Maison Rose.
Who pays return postage? Are there any return fees?
Customers arrange and pay postage for change-of-mind returns, including choosing the wrong size, colour, or item. The cost depends on the parcel, carrier, and confirmed return destination. Contact us if you want to check the destination and likely cost before buying.
Maison Rose covers necessary return postage for faulty, damaged, incorrect, or materially misdescribed goods. Contact us to arrange a prepaid label or reimbursement of reasonable postage.
We charge no restocking or return administration fees.
How long does a refund take?
For an eligible returned item, we issue the refund within 10 business days after receiving it, or sooner where a statutory deadline applies. Inspection and approval are included within this period.
Refunds reflect the amount actually paid after discounts, plus applicable taxes and delivery charges where refundable. We normally use the original payment method. Your bank or provider may need additional time to display the credit.
Cancellations and non-delivery refunds follow the relevant deadlines in our Return & Refund Policy and Shipping Policy. A shorter statutory deadline takes priority.
Will my original delivery charge be refunded?
For a voluntary change-of-mind return, the original delivery charge is not normally refunded unless required by law.
For a qualifying full-order UK or EU statutory cancellation, we refund the standard delivery charge. Any premium paid above the least expensive standard delivery option is excluded under those cancellation rules.
We also refund the original delivery charge when the entire order is cancelled before dispatch or qualifies for a full refund because it was faulty, damaged, incorrect, materially misdescribed, or undelivered. Partial-order delivery refunds follow applicable law.
We do not retrospectively deduct an outbound shipping fee solely because a return takes the retained order value below the free-shipping threshold.
Do you offer a product warranty?
Any additional product or manufacturer warranty offered will be described with the relevant product.
Your statutory rights concerning faulty or misdescribed goods apply independently of any additional warranty and our voluntary 30-day return policy. Contact us when you discover a problem; there is no blanket seven-day deadline that removes those rights.
About Maison Rose & Customer Support
Who operates Maison Rose?
Maison Rose is operated by STMSD LTD, a company registered in the United Kingdom under company number 16220363.
Business correspondence address:
71–75 Shelton Street
London, WC2H 9JQ
United Kingdom
This is a correspondence address. It does not identify your order’s dispatch location. For returns, use the destination confirmed by our support team.
How can I contact customer support?
Email: info@trymaisonrose.com
Phone: +44 20 37696285
Contact form: Contact Us
Support hours: Monday–Friday, 9:00 AM–5:00 PM GMT (UTC+0).
Saturday–Sunday: Closed.
We aim to reply within one business day. Messages received outside support hours are reviewed when we reopen.
For order enquiries, include your order number, if available, and the email address used at checkout.
This FAQ summarises our published policies. Nothing here limits your mandatory consumer rights.