SHIPPING & DELIVERY

WE ARE HERE TO HELP

PROCESSING & SHIPPING

Q1: How long does it take to process my order?

We aim to ship within 3 business days (excluding weekends and holidays).
You'll receive a confirmation email with tracking information once your order ships.

Q2: What are the expected shipping times?

Standard Shipping: 7-15 business days, depending on your location.
Express Shipping: 2-7 business days, depending on your location.

Please note that customs clearance and local carrier delays may extend delivery times beyond our control.

Q3: Do you ship internationally?

Yes! We ship worldwide from South Korea. Whether you're in the US, Europe, Asia, Australia, or beyond, we've got you covered.

Shipping rates and delivery times are calculated at checkout based on your destination.

Q4: How can I track my order?

Once your order ships, you'll receive a confirmation email with a tracking number. Click the tracking link in the email to follow your package every step of the way.

If you haven't received tracking info within 3 business days of placing your order, please contact us at info@maisonjeofficial.com.

Q5: What is a dispatch date?

At Maisonje, our highly demanded products are crafted in small batches to maintain quality. The dispatch date listed on pre-order items is an estimate, as handmade items require careful attention.

While we strive to ship on time, if your order hasn't shipped by the estimated date, please don't hesitate to contact us. We're committed to providing transparent updates on your order status.

Q6: What happens if I order both in-stock and pre-order items?

Your entire order will be shipped together once all items are ready.

If you'd like to receive certain items separately, we can arrange split shipping at an additional cost. Please contact us at info@maisonjeofficial.com before placing your order or shortly after to discuss options.

DUTIES & TAXES

Q7: Will I have to pay customs duties or import taxes?

Yes. For all international orders, customs duties, import taxes, and any related fees are the responsibility of the customer.

These charges are determined by your country's customs authority and are not included in your order total or shipping cost. You will be required to pay these fees directly to the carrier (FedEx, DHL, etc.) or customs office before delivery.

We are unable to estimate these charges in advance, as they vary by country and product value. We recommend checking with your local customs office for more information.

Q8: Why isn't VAT/tax included in the price?

Maisonje ships internationally from South Korea, and we operate on a Delivered Duties Unpaid (DDU) basis. This means:

The price you see at checkout covers the product and shipping only:
- Local taxes (VAT, GST, customs duties, import fees) are calculated by your country's customs authorities upon arrival.
- These fees are paid directly by you, the customer, to the carrier or customs office

For EU customers under €150: VAT is collected at checkout via the IOSS scheme and included in your order total. For orders over €150, standard import duties apply.

Q9: What happens if I refuse to pay customs fees?

Refusing to pay customs duties may result in:

- Your package being held by customs
- The package being returned to us or abandoned
- Order cancellation with deductions

If you refuse the shipment, your refund will be processed minus:
- Original shipping cost
- Return shipping fee
- A $10 handling fee
- Any customs penalties or related expenses

Example: For a $110 order ($100 product + $10 shipping), with a $14 return shipping fee, $12 customs penalty, and $10 handling fee, you would receive a refund of $64 ($110 - $10 - $14 - $12 - $10).

We strongly recommend understanding your country's import policies before placing an order.

Q10: Are there any countries where duties are pre-paid?

Currently, all international orders ship on a Delivered Duties Unpaid (DDU) basis. Customers are responsible for any customs fees, duties, or taxes upon delivery.

ADDRESS & DELIVERY

Q11: Can I change my shipping address after ordering?

We can change your shipping address only if your order has not yet shipped. Please contact us at info@maisonjeofficial.com within 24 hours of placing your order.

Once your order has shipped, we cannot make changes to the delivery address.

Q12: What if my order is shipped to the wrong address?

We cannot assume responsibility for failed delivery attempts due to incomplete or incorrect addresses provided at checkout.

If your shipment fails to deliver due to an address error:
- Any additional costs to recover or reship the package will be your responsibility
- Returned packages may be subject to a restocking fee

Please double-check your shipping address before completing your order to avoid any issues.

Q13: My package hasn't arrived. What should I do?

If your order hasn't arrived within the expected timeframe, please reach out to us:

- 14 business days from dispatch (most regions)
- 21 business days from dispatch (remote areas)

We'll investigate with the carrier and provide a resolution — either a replacement or refund — at our discretion.

Q14: What carriers do you use?

We ship internationally using trusted carriers including:

- DHL Express
- FedEx
- EMS / Korea Post

The carrier used for your order will depend on your destination and selected shipping method. Tracking information will be provided in your shipping confirmation email.

SUPPORT

Q15: How can I contact customer service?

We're here to help!

Email: info@maisonjeofficial.com

Response time: Within 48 business hours (excluding weekends and holidays)
Please include your order number in any inquiry to help us assist you faster.