Frequently Asked Questions
How long does shipping take?
Orders are typically processed within 1–2 business days. Shipping usually takes 8–12 business days depending on your location.
Is shipping free?
Yes, all orders from Maison Nexa include complimentary standard shipping.
How can I track my order?
Once your order is shipped, you will receive a tracking number via email so you can follow your package in real time.
Why is my tracking not updating?
Tracking updates may take 24–72 hours to appear after shipment has been processed.
Do you ship internationally?
Yes, Maison Nexa ships worldwide to most countries.
Can I change my shipping address after ordering?
If your order has not yet been processed, contact us immediately at support@maisonexa.com and we will try to assist.
What is your return policy?
We accept returns or replacements only for items that arrive damaged, defective, or incorrect.
How long do I have to request a return?
Return requests must be made within 7–14 days of delivery with photo evidence.
Do you offer refunds?
Yes, refunds are issued for eligible damaged or incorrect items once approved by our support team.
Can I return an item if I change my mind?
No, all sales are final unless the item arrives damaged or incorrect.
How long do refunds take?
Approved refunds typically take 5–10 business days to process back to your original payment method.
What if my item arrives damaged?
Please contact us immediately with photos and your order number so we can resolve it quickly.
What payment methods do you accept?
We accept major credit/debit cards and secure online payment methods available at checkout.
Is my payment information secure?
Yes, all payments are processed through encrypted and secure checkout systems.
Can I cancel my order?
Orders can only be canceled if they have not yet been processed or shipped.
Do you restock sold-out items?
Some items may be restocked depending on demand, but availability is not guaranteed.
How do I contact customer support?
You can reach our support team at support@maisonexa.com.
What currency are prices shown in?
Prices are displayed in your local currency based on your location.
Do you offer discounts or promotions?
Occasionally, we release exclusive promotions to our email subscribers.
Why haven’t I received a confirmation email?
Please check your spam folder or contact support if it hasn’t arrived within a few minutes of purchase.