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FAQ

MY ORDER

Can I change my order?

You can modify your order if you contact us as soon as you receive the order confirmation email. To make changes to your order, send us a message at info@maisonduquesne.com.

I didn't receive a confirmation email.

If you haven't received an email with your order confirmation one hour after placing your order, please reach out to us at info@maisonduquesne.com.

How secure is my payment?

Payment processing on our platform is 100% secure.

What should I do if I do not receive the correct item or if the product is damaged?

If there are any problems with your order, please contact us at info@maisonduquesne.com. and we will do our best to resolve any issues with your order.

How do I return or exchange a product?

Sorry, but all sales are final and we are unable to accept returns or exchanges on any items. If you would like to discuss the issue further, please feel free to reach out to us at info@maisonduquesne.com.

RATES AND DELIVERY

What are the shipping rates?

Shipping rates are automatically calcuated based on the delivery location. We offer various shipping methods via UPS and USPS. To compare shipping rates, simply proceed to the shipping options section at checkout.

How are orders shipped?

Domestic orders are shipped Monday through Friday, excluding holidays. Express orders (2-Day Air and Next Day Air) are typically shipped within 24 hours of receipt when placed Monday through Friday. Express orders placed before 11AM PST usually ship same day provided all items are in stock. Ground, Priority Mail and First Class Mail may take up to 3-5 days to fulfill due to current COVID-19 protocols. Due to the complexities of international shipping, international orders are processed on a weekly basis. We thank you for your patience and understanding.

To which countries does Maison Matine deliver?

We deliver to the United States and Canada.

Can I track my package?

Yes, you will be provided with a tracking number for your order as soon as your package is shipped.

What if my tracking number does not work?

Tracking information is typically available within 24 hours of label creation. If it has been more than 24 hours, please contact us at info@maisonduquesne.com. and we will resolve the issue.

What is the delivery time?

Delivery times vary based on shipping method and delivery location. Standard domestic shipping times typically range from 3-5 business days.

Which payment methods are accepted?

We accept VISA, MasterCard, Discover, American Express, JCB, Diners Club, Elo, Shop Pay, Apple Pay and Google Pay. We also accept ATM/debit cards with a VISA or MasterCard logo. Additionally, we accept payments via Paypal.com. You can simply proceed to checkout where you will be given the option to pay with PayPal.

THE PERFUMES

Is there alcohol in the perfumes?

Yes, our perfumes contain organic wheat alcohol. If you have any questions about the specific contents of our fragrances, please do not hesitate to reach out to us at info@maisonduquesne.com.

How long can I keep my perfume once opened?

Fragrances technically have no expiration date and when properly stored (see below), fragrances can last for many years. That being said, fragrances can become more intense with time and maturation. The color of the fragrance may also change with time, without risk to use.

How should I store my fragrance?

Light and heat are the two biggest enemies of perfume. In order to keep your Maison Matine fragrance smelling great, do not store your perfume in direct sunlight and keep it away from heat sources.

GENERAL

I placed an order with Maison Matine. Why am I being contacted by Maison Duquesne?

In order to better serve the North American market, Maison Matine has partnered with Maison Duquesne to handle distribution and sales in the United States and Canada. As such, all communication, logitics and shipping services in North America are handled by Maison Duquesne.