Ask us a question

Have a query, or need assistance with your
order or account? Check through the list
below or get in contact with us at: customerservice@maisonkin.com

ORDERS

Please contact our customer support team via email and let us know you forgot to use your discount code. We will go from there.

Please check all folders in your inbox including junk and spam folders. If you still can’t find your confirmation email, please submit a request with our customer support team.

When your order status states ‘unfulfilled’ it means your order has been accepted and processed and once dispatched the status will change to ‘fulfilled’. Once fulfilled, you should receive an email providing you with your tracking number.

Unfortunately, no changes to an order can be made after it has been placed but please email at customerservice@maisonkin.com as soon as possible if you would like to cancel your order and place a new one. Our warehouse process orders quickly, but we will try our best to process your request.

Please email us as soon as possible if you would like to cancel your order. Our warehouse process orders quickly, but we will try our best to process your request.

Please contact our customer service team ASAP with a photo of the damages and we will take care of you.

We encourage you to check all possible locations where the package could have been delivered, including asking your neighbors before contacting us. If you still are unable to locate your package, then please contact your local USPS or delivery company office and file a complaint. Unfortunately, Maison Kin does not accept responsibility once a package shows as delivered by the courier company. We are also unable to help with packages that are missing from front door or porch. It is the customers responsibility to ensure that the address they provide is able to receive packages safely. We also do not offer assistance with missing, lost, stolen or undelivered packages, you must contact the carrier directly. 

Shipping & tracking

We’re pretty fast at processing and packing your order. So unfortunately, no changes can be made after you’ve placed your order. This includes changes to the delivery option, delivery address, payment method or the products in the order.

However, there might be enough time to cancel your order and create a new one. If you wish to do so, please submit a request with our customer support team below ASAP, and we’ll cancel your order if it hasn’t been processed and packed yet.

Please email us as soon as possible if you have entered an incorrect shipping address and please provide us with the correct details. We will try our best to get these changes in before it is too late. 

Maison Kin currently only ships to USA and Canada. If you are based in another country, please contact our customer service team and we will try to help you.

All orders are shipped via ground and should arrive within 7 business days to most US destinations. The time it takes for orders to arrive varies depending on your location. For Canadian orders, please allow up to 18 business days as orders need to clear Canadian Customs.

We offer free US shipping over $100, or $8 under $100. Canada shipments are $15 flat rate.

Processing takes 2-3 business days. And as soon as one of our carriers picks up your parcel you will receive a shipping confirmation email with a tracking number.

Your order may be subject to import duties and taxes which are issued by your local government once your parcel reaches the destination country and these charges are the responsibility of the recipient. We recommend contacting your local customs office for further information as customs policies differ from country to country. Please note, customs may hold your parcel and cause delivery delays. 

RETURNS

We understand that sometimes things don’t work out, therefore, Maison Kin will be happy to provide a refund, exchange or store credit for full priced items only. Items purchased on sale are not eligible for a refund, however we will be happy to offer an exchange issued via E-Store Credit. Returns will need to be sent back to our warehouse for processing before a refund or exchange is processed.

Please visit our returns page here for more information and to submit a return request.

Please reach out to our customer support team via email with your return tracking number and we will look into it for you.

Full-price items claimed within 30 days days of purchase in their original sealed packaging are eligible for refund to your original payment method. Items purchased during our seasonal sales or using an online gift card are eligible for a refund via Store Credit only, and may be subject to restocking fee. Discovery Sets are not eligible for refund or exchange.

We are a boutique business and we strive to offer you products at the lowest costs possible, therefore, we are unable to refund shipping costs both outbound and return. We appreciate your understanding in this matter.