Delivery & Returns

Delivery

Every order is packed by hand with care and shipped from the Gold Coast, Australia.

Shipping rates
We currently ship to Australia and New Zealand only.
Australia — $9.95 flat rate (free on orders over $199), or $15 for express.
New Zealand — $15 flat rate, or $25 for express.

Dispatch
Please allow 1–2 business days for your order to be packed and dispatched. Once it’s on its way, we’ll email you tracking so you can follow it to your door.

Delivery times
Australian orders typically arrive within 3–7 business days, depending on your location. International delivery times vary by destination and any local customs processing.

During launches & sales
We’re a small business, and during launch and sale periods orders can take a little longer to pack and send. Please bear with us — every piece is wrapped with care, and we’ll get yours to you as soon as we possibly can. Thank you for your patience and for supporting a small brand.

Returns

We want you to love your Maison Parlour pieces. Because bedding is a hygiene-sensitive product, we operate a strict returns policy — please choose carefully, and reach out any time before ordering if you’re unsure.

Change of mind
If you’ve changed your mind, please contact us within 14 days of receiving your order at hello@maisonparlour.com.au. For hygiene reasons, items need to be returned unopened and in their original, sealed packaging. If a product has been taken out of its packaging, or has clearly been unfolded and refolded, we’re unfortunately unable to accept the return. The good news is that the print and colours of each piece are fully visible through the packaging, so there’s no need to open or remove anything to see exactly what you’ve received. Return shipping is the responsibility of the customer, and we’d recommend a tracked service, as we can’t be responsible for parcels lost in transit.

Faulty or incorrect items
If your item arrives faulty, damaged or not as ordered, we’d love to hear from you as soon as possible — ideally within 7 days of delivery, with your order number and a photo, so we can sort it quickly. We’ll make it right with a replacement, exchange or refund, including any return postage for faulty goods. This request window is simply to help us resolve things fast; it does not limit your rights under the Australian Consumer Law, which allow you to seek a remedy for a faulty product within a reasonable time, however long that may be.

Refunds
Once your return is received and inspected, approved refunds are processed to your original payment method within 5–10 business days. Original shipping charges are non-refundable except where an item is faulty.

Sale items
Unless faulty, sale and clearance items are final sale for change of mind and cannot be returned or exchanged. Your Australian Consumer Law rights still apply in full to sale items — if a sale item is faulty, you’re entitled to a remedy the same as any other purchase.

Your rights under Australian Consumer Law
Nothing in this policy limits, excludes or attempts to contract out of the consumer guarantees you’re entitled to under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights exist regardless of any timeframe stated elsewhere in this policy.

Questions? Email hello@maisonparlour.com.au and we’ll be glad to help.