FAQ
Frequently Asked Questions (FAQ)
How long does shipping take?
Orders are usually processed within 1 to 3 business days.
After dispatch, delivery usually takes 3 to 7 business days.
Delivery times are estimates and may vary during busy periods, sale events or due to carrier delays.
Where do you ship from?
Some orders are shipped directly from our trusted suppliers.
This may include suppliers located overseas, including China.
We do this to make fulfilment more efficient, reduce unnecessary handling time and help ensure your order is delivered as quickly as possible.
Do you offer free shipping?
Yes, we offer free shipping across Australia.
Do you offer returns?
Yes, Maison Elire accepts returns according to our Returns and Refund Policy.
Customers may request a return within 14 days of receiving their order.
Please contact us at:
Please note that products with a discount of more than 40% are considered Final Sale and cannot be returned or refunded.
How do I start a return?
To request a return, email us at:
Please include:
- Your full name
- Your order number
- The reason for the return
- Photos if the item is damaged, faulty or incorrect
Do not send any items back before receiving approval from Maison Elire.
Who pays for return shipping?
For change of mind returns, size changes or unwanted items, the customer is responsible for all return shipping costs.
If the approved return address is with our supplier overseas, including a supplier located in China, the customer is responsible for arranging and paying for the return shipment.
A valid tracking number must be provided for every approved return. Without tracking information, we cannot process or confirm the return.
This does not limit your rights under the Australian Consumer Law.
When will I receive my refund?
Once your return has been received, inspected and approved, we will process your refund to the original payment method.
Your bank, card provider or payment provider may require additional time to complete the refund.
What if my item is faulty, damaged or incorrect?
Please contact us as soon as possible at:
Include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
We will review the issue and work with you on a suitable solution.
If an item arrives damaged, faulty or the wrong size has been received due to an error, we may provide a replacement item depending on the circumstances.
What are my rights under Australian Consumer Law?
Your rights under the Australian Consumer Law (ACL) are not excluded or limited by our policies.
If a product:
- Is defective;
- Does not match its description;
- Does not perform as reasonably expected;
- Is unsafe;
you may be entitled to a repair, replacement, refund or another appropriate remedy depending on the situation.