Policies

 

Returns

Sample Orders
Sorry, but all sales of samples and discovery sets are final and we are unable to accept sample returns.

Product Orders
Most products can be returned for a refund up to 30 days after the item has been shipped. Shipping costs must be paid by the customer. In order to receive a full refund, the item must be unused, unopened and in its original and undamaged packaging (including unopened cellophane wrap where applicable).

To begin the return process, please email info@maisonduquesne.com to receive authorization and approval. Returns will not be accepted without a return authorization. We recommend that you package the item carefully so that it arrives at our facility undamaged. If an item is used or if the packaging is damaged (including damage in transit), we can only offer up to a 50% refund, subject to the discretion of our returns department. In such cases, we will assess the extent of the damage to the item in order to determine the refund amount. The decision of our returns department is non-negotiable. We do not accept COD returns.

If your return is accepted, we will provide you with a return shipping label via email. Items must be shipped no later than 14 days after the return is approved. A refund will be issued no later than 14 business days after we receive and inspect the package. The return shipping will be deducted from your refund total.

Please note, if the item has not been shipped after 14 days, we will consider your return request rescinded and the return authorization and return shipping label will be cancelled.

Exchanges

Sample Orders
Sorry, but all sales of samples and discovery sets are final and we are unable to accept sample exchanges.

Product Orders
As customers are responsible for both the return shipping and the shipment of the new item, exchanges must be processed by first returning the initial item and then making a second purchase. If you would like to exchange an item, please contact info@maisonduquesne.com to begin the process. The first stage is functionally a return, so please refer to the section above for details. Once your item has been received and inspected, you will be issued credit for the value of the item minus the return shipping charges, which can then be applied to the purchase of a new item.

Payment Options
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.

Shipping

Domestic Orders
We ship Monday through Friday, excluding holidays. Domestic 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.

International Orders
Due to the complexities of international shipping, international orders are processed on a weekly basis. We thank you for your patience and understanding.

Back Orders
If the item you order is out of stock, it will ship as soon as the product arrives at our warehouse.

Split Shipments
If one of the items in your order is out of stock, the order will not ship until all items are available.

Notifications

Order Confirmations
Once your order is placed, you will receive a confirmation email containing your order receipt. Once your order is shipped, you will receive a second email containing your package's tracking number, if available.