FAQ
Frequently Asked Questions — Maison Rosen
Orders
How long does order processing take?
Orders are processed within 1 to 2 business days, Monday to Friday.
When will my order arrive?
Total delivery time is 6 to 9 business days, Monday to Friday. This includes processing plus shipping.
Where do you ship from?
Your order is dispatched from our international fulfilment centre overseas and delivered to your door in Australia. Shipping is free, and no customs or import fees will be charged to you on delivery.
Can I change or cancel my order?
If your order has not been processed yet, we can try to help. Email us as soon as possible: support@maisonrosen.com
I entered the wrong address, what now?
Email us immediately with the correct address. If the order has already shipped, we cannot guarantee changes.
I did not get an order confirmation
Check spam and promotions first. If it is not there, email us with your full name and the email address used at checkout.
Shipping
How long does shipping take after dispatch?
After dispatch, transit time is around 5 to 7 business days, Monday to Friday.
How do I track my order?
As soon as your order ships, you will receive a tracking link by email.
My tracking is not updating
Tracking updates can take 24 to 72 hours after dispatch. If it still does not move after that, email us and we will check it.
My package says delivered, but I do not have it
Check your mailbox, porch, neighbours, and building reception if you have one. If it is still missing after 24 hours, email us. Your order is our responsibility until it reaches you — we will investigate with the carrier and send a replacement or refund you.
Returns and refunds
What is your return policy?
You have 30 days from receiving your order to return eligible items. This is in addition to your rights under the Australian Consumer Law.
What are the return conditions?
Items must be unused, unworn, unwashed, and in original condition. Original packaging should be included where possible.
Where do returns go?
Returns are sent to our fulfilment centre overseas, in China. Contact us before sending anything back, and we will give you the address and instructions. Returns sent without contacting us first may not be accepted.
My item arrived faulty or damaged
Contact us with your order number and a photo. You are entitled to a full refund or a replacement, including any shipping costs. You do not need to return the item at your own expense.
How do I start a return?
Email support@maisonrosen.com with:
- Your order number
- The item(s) you want to return
- The reason for return
When will I receive my refund?
After we receive and inspect your return, we refund to the original payment method. Approved refunds are processed within 3 to 5 business days. Depending on your bank, it may take a few extra days to appear.
Can I exchange an item?
If your preferred size or item is in stock, we can set up an exchange. Email us with your order number and what you want instead.
Payments
Is my payment secure?
Yes. Your payment details are encrypted and processed using industry-standard security. Full details are in our Payment Policy.
What payment methods do you accept?
We accept common Australian payment options shown at checkout, including major cards and popular wallets.
Will I be charged in AUD?
Prices are shown and charged in Australian dollars at checkout.
Products and sizing
How do I choose the right size?
Use the size guide on the product page. If you are between sizes, email us and we will help.
Will sold out items come back?
Some items restock and some do not. Email us the product name if you want an update.
Contact
Store name: Maison Rosen
Company name: RvB Online FSMB
Company address: Graaf Hendrik III laan 163 B, 4819 CE Breda, The Netherlands
Company nr. (KvK): 81999720
Phone: +61 7 5371 3388
Email: support@maisonrosen.com
Customer service hours:
Monday to Friday | 09:00 – 17:00 (GMT+11)
Saturday | 12:00 – 17:00 (GMT+11)
Sunday and public holidays: Closed
We aim to respond within 24 hours.