FAQs
1. How do I know what size to order?
We want you to love everything you buy from Maison Charleau, so we’ve provided a Size Guide to help you choose the perfect fit. Simply visit our Size Guide page to see our detailed measurements for each style. If you're between sizes or need more assistance, feel free to reach out to our customer support team for personalized advice.
2. Do you offer international shipping?
Yes! We proudly offer worldwide shipping through DHL Express. International shipping rates are calculated at checkout, and we include most customs duties and taxes. Please note that some countries may charge additional customs fees, which are beyond our control. Maison Charleau is not responsible for any extra charges incurred by customs.
3. How can I track my order?
Once your order has shipped, we’ll send you an email with a tracking number and a link to follow your package’s journey. If you’re experiencing any issues with tracking updates, please allow 1-2 business days for the system to reflect accurate information. For further assistance, feel free to contact us.
4. What is your return policy?
We offer a 14-day return policy. If you’re not completely happy with your purchase, you can return it within 14 days of receiving it. To be eligible for a return, items must be unworn, unused, with tags attached, and in original packaging. For more details, visit our Return and Refund page.
5. Can I exchange an item?
We currently do not process direct exchanges. The quickest way to get the item you want is to return your original purchase and place a new order. Once we’ve processed your return, we’ll issue a refund to your original payment method.
6. Do you offer gift cards?
Yes! Maison Charleau offers gift cards that can be used for any of our collections. Our gift cards are available in a variety of denominations and make the perfect gift for any occasion. You can purchase them directly from our website on the Gift Card page.
7. How do I cancel my order?
If you wish to cancel your order, please contact us as soon as possible at support@maisoncharleau.com. We process orders quickly, so if your order has already shipped, we will guide you on how to proceed with a return instead. Please note, we cannot guarantee that we can cancel orders once they’ve been processed.
8. Can I change my shipping address after placing my order?
If you need to update your shipping address, please contact us at support@maisoncharleau.com immediately. While we strive to accommodate these changes, there is a limited time window for modifying orders before they are processed for shipping. If your order has already shipped, we cannot change the address, but you can contact the carrier to redirect your package.
9. How long will it take to receive my order?
Shipping times vary depending on the shipping method selected:
- Standard shipping typically takes 3-5 business days for U.S. orders.
- Expedited shipping can deliver in 2-3 business days for U.S. orders.
- International shipping times depend on location and customs processing. You will receive tracking details to keep an eye on your order’s progress.
10. What should I do if my order arrives damaged or incorrect?
We are committed to providing you with high-quality products. If you receive a damaged or incorrect item, please contact us immediately at support@maisoncharleau.com. We will resolve the issue as quickly as possible, either by offering a replacement or issuing a refund, depending on the situation.
11. Do you offer promotions or discounts?
From time to time, we offer exclusive promotions and discounts. Be sure to sign up for our newsletter to be the first to know about sales, new collections, and special offers. Follow us on Instagram, Facebook, and TikTok to stay updated on the latest trends and deals.
12. What payment methods do you accept?
We accept all major credit and debit cards, including Visa, MasterCard, American Express, and Discover. We also offer PayPal and Apple Pay for your convenience.
13. How can I contact customer support?
If you have any questions or need assistance, feel free to reach out to our Customer Support team at support@maisoncharleau.com. We strive to respond to all inquiries within 48 hours. You can also reach us via Instagram DM for quicker inquiries.
14. Are your products sustainable?
At Maison Charleau, we are committed to sustainability and ethical practices. We carefully source our materials and partner with manufacturers who share our values of quality, sustainability, and responsibility. We’re always striving to improve and minimize our environmental footprint.
15. How can I stay updated with Maison Charleau’s latest collections?
Join our community by subscribing to our newsletter for the latest updates, exclusive offers, and new arrivals. Follow us on Instagram, TikTok, and Pinterest for daily inspiration and sneak peeks into upcoming collections.