Once goods have been handed over to Australia Post, MAISON ESSENTIELE is not responsible for shipping or processing delays. After dispatch, items become the property and responsibility of the customer. If a parcel is lost or delayed, it is the customer’s responsibility to follow up directly with the relevant postal or courier service. Replacements or refunds will not be issued for items that are lost or damaged in transit.

During peak periods—including the Holiday season, promotional events, and sales—order dispatch times may be delayed. We work hard to ensure timely delivery; however, delivery dates provided by carriers are estimates only. In rare cases, orders may arrive outside the expected timeframe. Customers in rural or regional areas may experience additional delays.For any questions or assistance regarding delivery timeframes, please contact us at hello@maisonessentiele.com. 

We offer FREE STANDARD SHIPPING Australia-wide on all orders over $350. Shipping on orders under $350 is charged at a flat rate of $10.

Estimated delivery times are within 4-7 business days.

Express shipping is available to all Australian orders and is charged at a flat rate of $15. Estimated delivery times are within 2-3 business days.

Once goods have been handed over to Australia Post, MAISON ESSENTIELE is not responsible for shipping or processing delays. After dispatch, items become the property and responsibility of the customer. If a parcel is lost or delayed, it is the customer’s responsibility to follow up directly with the relevant postal or courier service. Replacements or refunds will not be issued for items that are lost or damaged in transit.

During peak periods—including the Holiday season, promotional events, and sales—order dispatch times may be delayed. We work hard to ensure timely delivery; however, delivery dates provided by carriers are estimates only. In rare cases, orders may arrive outside the expected timeframe. Customers in rural or regional areas may experience additional delays. For any questions or assistance regarding delivery timeframes, please contact us at hello@maisonessentiele.com. 

We offer FREE STANDARD SHIPPING via Australia Post on all international orders over $350AUD. Standard International Shipping on orders under $350AUD is charged at a flat rate of $25AUD.

Estimated delivery times are within 7-19 business days.

MAISON ESSENTIELE offers FREE PREMIUM SHIPPING via DHL on all international orders over $350AUD. Premium International shipping on orders under $350AUD is charged at a flat rate of $45AUD.

Estimated delivery times are within 7-10 business days.

Please note that international shipments can incur customs or import duties, taxes or delays once they reach their destination. As the recipient, you are liable for these charges in order to release the shipment. We are unable to estimate what these will be, so it is best that you contact your local post office. Please note, your order will be nonrefundable on failure to pay your duties & taxes fee.

USA Shipping Update as of 18.11.25 - 

MAISON ESSENTIELE has now resumed shipping to the USA.

Please note that the price shown at checkout does not include import duties or taxes. All orders being shipped to the USA will be invoiced separately for these fees by our customer service team. Once the duties and taxes have been paid, your order will be released from its hold and dispatched.

Once your order has arrived in the USA, there should be no further duties or taxes payable, however, this cannot be guaranteed.

For an estimate on duties and taxes prior to purchasing, please contact us at hello@maisonessentiele.com.

MAISON ESSENTIELE offers complimentary Click and Collect services from its Darlinghurst Showroom.

Click & Collect is only available on Fridays and Saturdays between 11am – 2pm.

Please note that collections outside of these hours will not be accepted.

Process & Fulfilment

You’ll receive an email once your order has been packed.

Please note that orders can only be collected on Fridays and Saturdays between 11am – 2pm.
For urgent collections outside of these times, please contact us at hello@maisonessentiele.com.
Customers are required to bring their order confirmation and a form of identification when collecting.
In the case where we are unable to fulfil item/s on your order, our team with contact you accordingly.

Time Held

If you are no longer able to collect your item from in store, you will be charged a shipping fee, aligned with the MAISON ESSENTIELE shipping terms and conditions.
Orders must be collected within 5 business days; failure to do so will result in customers incurring a standard shipping fee, and our team will arrange shipment to your billing/delivery address. For more details regarding our standard shipping rates, please refer the table below, which outlines shipping fees and transit times.
For more information on our Click and Collect services, please contact our customer service team via email or Live Chat.

By making a purchase, you acknowledge that it is your responsibility to review and understand our Returns Policy. MAISON ESSENTIELE is not liable for any issues resulting from a customer's failure to do so before completing their order.

All return shipping fees along with international duties & taxes are the responsibility of the customer, unless deemed faulty. If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.

MAISON ESSENTIELE cannot accept returns or price match from third party stores or online stores that stock MAISON ESSENTIELE. In these instances, please contact the provider you purchased from.

MAISON ESSENTIELE accepts returns and exchanges on full-priced and sales items purchased online, subject to the conditions below.

Return timeframe

• Items must be lodged and shipped back return within 5 days of receiving your order

RETURN ELIGIBILITY

Condition of items

• Items must be unused, unworn, unwashed and unaltered
• All original tags must be attached
• Items must be returned in original packaging
• Returns that do not meet these conditions cannot be accepted

Sale Items

• Full-priced + up to 10% off items: Eligible for a full refund, 110% store credit, or exchange
• Sale items (11%–39% off): Eligible for 100% store credit only or exchange (subject to stock availability)
• Final Sale items (40% off or more): Not eligible for return, exchange or credit note, unless deemed faulty

Non-returnable items

• For hygiene reasons, lingerie, jewellery and scrunchies cannot be returned

RETURNS PROCESSING

Refunds 

• Refunds are processed weekly - please allow 10 business days to appear, depending on your bank
• You will receive a notification via email once this has been processed

Credit notes

• Credit notes are valid for 6 months from issue
• Issued via email with a unique code, redeemable online at maisonessentiele.com or at the MAISON ESSENTIELE Showroom & Concept Store
• If an item purchased using a credit note is returned, a new credit note will be issued

 TO COMPLETE A RETURN:

• All online returns must be submitted via the MAISON ESSENTIELE Returns Portal
• Online orders cannot be returned in store

MAISON ESSENTIELE accepts credit notes and exchanges on full-priced and sales items purchased in the Showroom & Concept Store, subject to the conditions below. Please note, Showroom & Concept Store purchases are not eligible for refunds unless deemed faulty.

Return timeframe

• Items must be lodged and shipped back return within 5 days of purchase

RETURN ELIGIBILITY

Condition of items

• Items must be unused, unworn, unwashed and unaltered
• All original tags must be attached
• Items must be returned in original packaging
• They must be presented with a Proof of Purchase
• Returns that do not meet these conditions cannot be accepted

Sale Items

• Full-priced + up to 10% off items: Eligible for a 110% store credit, or exchange
• Sale items (11%–39% off): Eligible for 100% store credit only or exchange (subject to stock availability)
• Final Sale items (40% off or more): Not eligible for return, exchange or credit note, unless deemed faulty

Non-returnable items

• For hygiene reasons, lingerie, jewellery and scrunchies cannot be returned

RETURNS PROCESSING

Credit notes

• Credit notes are valid for 6 months from issue
• Issued via email with a unique code, redeemable online at maisonessentiele.com or at the MAISON ESSENTIELE Showroom & Concept Store
• If an item purchased using a credit note is returned, a new credit note will be issued

For all returns, please use our Returns Portal. 

You will be required to send your return back through a shipping method of your choice.

We recommend using a traceable service with signature required upon delivery as MAISON ESSENTIELE cannot be held responsible for lost return parcels. 

If you wish to submit a return for an exchange of an alternate style, please contact the team on hello@maisonessentiele.com. At current our Returns Portal will only allow for us to exchange for sizes. 

You will receive an email once your return is received and inspected as well as the approval or rejection outcome of your return. If approved, you will receive your desired refund, exchange for another size / style or provide you with a credit to MAISON ESSENTIELE.

Credit notes are valid for six months from the issuing date. Upon issuing your credit note, you will receive an email including a code to redeem online or at our Paddington store. Please note, credit notes are non-refundable and not redeemable for cash.

Items returned for refund will be refunded the total amount, minus any original shipping costs (excluding faulty items or orders where incorrect product has been received).

If you require assistance submitting your return please don’t hesitate to contact the team on hello@maisonessentiele.com

MAISON ESSENTIELE aims to provide our customers with products of the highest standard and quality. If you have received an item with a defect please contact our customer care team at hello@maisonessentiele.com with images of the damage. 

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 1 month of purchase.

Please note that items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.

Items purchased using a credit note are eligible for return for exchange, or a credit note to the same value only.