Frequently Asked Questions (FAQ)

Do you have a question? You will find answers to the most common questions below. If you do not find what you are looking for, feel free to contact us at info@maisonelmora.com.

Shipping and delivery

What is your shipping policy?

We offer free delivery in France and Australia for any order placed with us, with each item carefully packaged and handled to ensure fast and secure delivery.

Do you deliver to pickup points or lockers?

For now, we can only ship to the delivery location specified at checkout. Delivering to pickup points or lockers is not an option at this time.

What are your delivery times?

Orders placed from Monday to Friday before 6 PM (GMT+1) are processed and shipped within 1 to 2 business days.

France: The delivery time after shipping is on average 5 to 7 business days. Total duration: 6 to 9 business days.

Australia: The delivery time after shipping is on average 10 to 20 business days. Total duration: 12 to 22 business days.

Deliveries take place only from Monday to Friday. During busy periods, delays may occur.

How can I track my order?

Once your purchase is shipped, a confirmation email containing a tracking number will be sent to you. This number will allow you to track the progress of your order.

With which delivery partners do you work?

We work with trusted carriers, including La Poste and DHL, to ensure safe and reliable delivery of all orders.

What to do if my package has not arrived or has been lost?

If your order does not arrive within the expected timeframe, first check the tracking information included in your shipping confirmation email. If no update is available, please contact us at info@maisonelmora.comIn the case of confirmed loss, we will either resend your purchase or issue a full refund.

7. What should I do if my item arrives damaged or broken?

If the product you received is damaged, please contact us by email within 7 days of receiving your package. Please provide your order number along with photos of the damaged item and its packaging. We will do our best to quickly offer you a replacement or refund.

Refunds and returns

8. How can I return an item?

If you are not fully satisfied with your purchase, please email info@maisonelmora.com within 30 days of receiving your order. Products must be unused and in their original condition with all tags and packaging intact. The refund will be issued after receiving and inspecting the returned item.

9. How long does it take to process a refund?

Refunds are generally processed within 7 business days after receiving and inspecting the returned item. You will receive a confirmation email as soon as the refund is processed.

10. Who covers the return shipping costs?

If you return a product due to damage or defect upon receipt, we will cover the return shipping costs. For other returns (change of mind), the costs are your responsibility. Please contact our customer service at info@maisonelmora.com before any return.

Privacy

11. How do you protect my privacy?

We take your privacy very seriously. All transactions and personal data are protected by SSL encryption, and we never store your credit card information. Your data is never shared with third parties without your consent.

12. Will my data be shared with third parties?

We do not sell or share your personal information with third parties in any way. This data is used solely for processing orders and customer support. For more information, please see our Privacy Policy.

Payments

13. What payment methods do you accept?

We accept the following payment methods:

• Credit card (Amex, Mastercard, Visa)
• Apple Pay
• Google Pay
• PayPal

14. In what currency are payments processed?

Prices are displayed in Euros (€) for customers in France and in Australian Dollars (AUD) for customers in Australia. If you are purchasing from another country and paying with your credit card, your bank may apply conversion fees.

15. Are my payments secure?

Yes, the security of your payments is our top priority. All transactions are protected by the SSL (Secure Socket Layer) protocol to ensure the safety of your information.

16. How can I tell if my payment has been processed?

Once the payment is made, you will receive a confirmation email for your order. If you do not see it, check your spam folder or email info@maisonelmora.com.

17. What should I do if my payment is declined?

Please check your card details, billing address, and available balance. If the problem persists, contact your bank or card provider. You can also reach us at info@maisonelmora.com to get help.