FAQ
Frequently Asked Questions (FAQ)
Welcome to the Maison Rose FAQ page. We have compiled a list of the most common questions our customers ask to help you find answers quickly. If you cannot find what you are looking for, please do not hesitate to contact our support team.
Ordering & Payment
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard, American Express, Discover, and Diners Club. We also offer express checkout options through Apple Pay, Google Pay, and Shop Pay. For flexible payment options, we support Klarna. All transactions are processed securely using industry-standard encryption.
Can I change or cancel my order after placing it?
We process orders very quickly to ensure fast delivery. If you need to change or cancel your order, please contact us immediately at info@trymaisonrose.com. While we will do our best to accommodate your request, we cannot guarantee changes or cancellations once an order has entered the fulfillment process.
Is my payment information secure?
Yes, absolutely. Our store is hosted on Shopify, which provides a secure, PCI-compliant checkout process. We do not store your credit card details on our servers.
What is the free gift included with my order?
As a token of our appreciation, every order currently includes a complimentary Maison Luxe Rope Keychain ($19.99 value) at no extra cost. The gift is automatically added to your package during fulfillment.
What is the free gift included with my order?
As a token of our appreciation, every order currently includes a complimentary Maison Luxe Rope Keychain ($19.99 value) at no extra cost. The gift is automatically added to your package during fulfillment.
Shipping & Delivery
How long will it take to receive my order?
Our standard processing time is 1-3 business days. Once shipped, estimated delivery times are:
•United States: 7-14 business days
•International: 5-14 business days
How much does shipping cost?
We offer Free Shipping on all orders over $89 USD. For orders under $89 USD, our standard shipping rates are:
•United States: $5.99 USD
•International: $6.99 USD
How do I track my package?
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number. You can use this number on our "Track Order" page to monitor your package's journey. Please allow 24-72 hours for the tracking information to update in the carrier's system.
What happens if my package is lost or damaged in transit?
All our packages are insured. If your item arrives damaged or is lost in transit, please contact us immediately at info@trymaisonrose.com with your order number and photos of the damage (if applicable). We will arrange for a replacement or issue a full refund.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with all tags attached, and in its original packaging. You must also provide a receipt or proof of purchase. Please review our full Refund Policy for complete details.
How do I start a return?
To initiate a return, please contact our support team at info@trymaisonrose.com. Do not send your purchase back without contacting us first. If your return is accepted, we will provide you with instructions on how and where to send your package.
Do I have to pay for return shipping?
If the return is due to our error (e.g., you received a damaged, defective, or incorrect item), we will cover the return shipping costs. If the return is due to customer remorse (e.g., you changed your mind or ordered the wrong size/color), you will be responsible for paying the return shipping costs.
Do you charge a restocking fee?
No, we do not charge any restocking fees on returns.
How long does it take to process a refund?
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed and automatically applied to your original method of payment within 10 business days. Please note that it may take additional time for your bank or credit card company to post the refund to your account.
General Inquiries
Where is Maison Rose located?
Maison Rose is operated by STMSD LTD, a registered company in the United Kingdom (Company Number: 16220363). Our registered business address is Shelton Street 71-75, Covent Garden, WC2H 9JQ, London, UK.
How can I contact customer support?
You can reach our customer support team via email at info@trymaisonrose.com or by phone at +44 20 37696285. Our business hours are Monday to Friday, 9:00 AM to 5:00 PM (GMT). We aim to respond to all inquiries within 24 hours during business days.
Do you offer a warranty on your products?
If a product arrives defective or damaged, it is covered under our 30-day return policy for a full refund or replacement. For specific product warranties beyond the 30-day period, please refer to the individual product descriptions or contact our support team.