Order issues

What currency are you charging? 

When will I receive my order?

For orders with items that are in stock; they will be processed and shipped out in 5-7 working days, excluding weekends and public holidays. However, during promotional periods or new launches, orders may take up to 7-14 working days to process and shipped out.

For orders with items on PREORDER; fulfillment will follow what is stated on product listing. If your order has both an in stock and preorder item, please note that your order will be sent out together when ALL items have arrived. 

 Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

Why is my order unfulfilled?

Don't worry, we have received your order and this just means your order is processing!

Once we have processed and shipped out, you will receive a tracking email.

Can I add on / modify my order?

We apologise but we cannot add on or modify any orders once they have been placed.

All sales are final.

Can I change my address / details for my order?

If your order has not shipped out, we might still be able to make changes.

 Please drop us an email to hello@maisonace.com with your order number and new address.

 We will confirm any changes via email.

Can I cancel my order?

So sorry for the inconvenience but as all sales are final, we are unable to cancel or modify the order.

I received the wrong items / missing items in order

We're so sorry for the error and inconvenience caused! Please email us at hello@maisonace.com with your order details, along with picture of the wrong products (if any) and we will get back to you as soon as possible.

For products that are Out Of Stock, we will offer a replacement of similar value or refund.

I received damaged products

Oh no, we're so sorry this happened! We always check our products before shipping out but accidents do happen along the way.  (Outer packaging damage and slight cosmetic marks that do not affect usage and or functionality are not considered.)

Please email us at hello@maisonace.com within 5 days of delivery.

Products must be brand new and unused.

Please include your order details and product that was damaged, along with a  photo if possible. We will get back to you ASAP.