FREQUENTLY ASKED QUESTIONS
How to shop & place an order?
Do I need an account to place an order?
An email address is all you need to start the order process. We recommend that you register for a Maison Orient account so that you can start adding your favorite pieces to your wish list and easily place an order.
I have forgotten my password:
Follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.
How do I receive Maison Orient email updates?
Stay informed of new arrivals, news and exclusive promotions by entering your email address under ‘Connect’ at the bottom of our homepage. Email preferences can be easily managed under ‘My Account’.
How do I place an order on your site?
Here is how you can place an order on Maison Orient:
- Choose a category or designer from the top navigation menu or search to explore a specific product
- Select the size/color of your item and click ‘Add to bag’. Once you have finished adding your items, proceed to checkout.
- Sign in to your account if you have not done so already. If you do not have an account, simply enter your email address to proceed as guest checkout.
- Enter your address and payment information and select a delivery method to complete your order. Once your purchase is confirmed, it will be carefully prepared and shipped to you. We’ll be sure to keep you updated every step of the way via email notifications.
Can I place an order over the phone?
Our Customer Service Advisors are happy to assist you with placing your order over the phone.
Where can I find size & fit advice?
Click on ‘Size Guide’ on the item’s page to view our conversion chart. We also provide fit information and model measurements for each style under the ‘Size & Fit’ tab.
Can I cancel or make changes to my order?
As your purchase will be prepared quickly for dispatch, please contact our Customer Service as soon as possible to cancel or make changes to an order. Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces.
You can only cancel an order until its status becomes “preparing”. To see the status of your order, go to ‘My Orders & Returns’ in your Maison Orient account. Once your order goes into “preparing” status, your cancellation process will be treated as a return and refund process.
Further information on cancelling an order can be found in our Return & Refunds Policy.
Are you going to have my size again?
- To be notified if a sold-out item becomes available again, click on “notify me when back in stock”
- Can I reserve an item to buy later?
We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable therefore placing an item in your shopping bag or wish list does not reserve it.
- How will my order be packaged?
Your order will be carefully packaged in a protective DHL box to ensure it arrives to you in great condition. Additional branded items such as dust bags will be included if provided by the designer.
- Shipping, taxes & duties
How much will I be charged for shipping?
Every Maison Orient order is unique so our shipping costs vary depending on the size, weight and destination of your chosen items. This information will appear at the checkout.
When will I receive my item and how can I track delivery?
Once your order details are confirmed, your item will be carefully prepared and sent out maximum within 3 business days. Delivery will normally take 2-7 days after dispatch, depending on your location and chosen shipping method.
We will keep you updated with tracking information and an estimated delivery date. You can also follow the progress from your Maison Orient account under ‘My Orders’. If you ordered from multiple Maison Orient partners, please bear in mind that your items will arrive separately at different times.
Will I need to pay taxes and duties?
Maison Orient ships to the following destinations on a DAP (Delivery At Place) basis, the price you pay to Maison Orient will exclude all relevant import duties and sales taxes. As the recipient, you must instead pay these directly to our carrier to release your order from customs upon arrival. DHL will be sending you the necessary information to complete this step.
For US customers, Maison Orient does not collect sales or use tax in all states. Your purchase may be subject to sales or use tax, unless your state is exempt from taxation. Many states require a sales/use tax return filing at the end of the year for taxable purchases that were not taxed (including internet purchases) and payment of use tax on those purchases.
Why can't certain items be shipped to me?
While Maison Orient ships internationally, the brands on our site can determine where their goods are distributed, and some items may not be available to purchase in every region. This is a decision determined by the country’s import regulations.
Please note: Real fur and exotic skins cannot be shipped to the state of California. We are also unable to ship jewelry (including costume jewelry) or fur goods to Russia.
- Returns & refunds
What is your returns policy?
If your purchase isn’t right, you can return it for a refund within 14 days of your delivery date using our free returns service.
We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location in time. If you would like to exchange an item, you will need to return it and place a new order. Simply go to ‘My Orders & Returns’ in your account to arrange a return, or contact our Customer Service Advisors for assistance. For further information on returning an order, view our Return & Refunds Policy.
How do I book a free collection or return in store?
To book a free collection, go to ‘My Orders and Returns’ and then click ‘Return Order’ in your account and follow the steps.
How do I package my item for return?
Simply follow these steps to prepare your item:
- Place any unwanted items with original packaging inside the protective DHL box and leave it open until the driver has checked the contents.
- Attach the return label and a signed copy of the return note to the outside of the DHL box. Please do not to attach any labels to an item’s branded box.
If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding return label attached to the outside of
When will I receive my refund?
Using the tracking number assigned to your returns label, you can follow the progress of your package with our courier. As soon as your item is received and accepted by our brand partner we will send an email to confirm the completion of your refund.
Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.
Will shipping & duties be refunded on return?
While we offer free returns for all orders, the original delivery cost won’t be included in your refund. If you have shipped an order to a DAP (Delivery At Place) country/region, taxes and duties are non-refundable through Maison Orient. You may be able to recover these by contacting your local customs office directly. If you have shipped an order to a DDP (Delivery Duties Paid) destination, taxes and duties are refundable through Maison Orient.