FAQ
Ordering
What size should I buy?
Not sure which size is right for you?
You can find detailed size guides on each product page.
Still unsure? Reach out to us at info@maisonkartel.com — we’re happy to help you find the perfect fit.
Can I cancel my order?
We begin processing orders very quickly to ensure fast delivery.
Once a shipping label has been created and your order has entered the packing stage, we're unable to make changes or cancellations.
Please double-check all details before completing your purchase — including size, color, and shipping information.
Shipping & Processing
Orders are typically packed and shipped within 1 business day (Monday to Friday) using FedEx or UPS.
You will receive tracking information as soon as your order ships.
Note: Once a shipping label has been created and your order has entered the packing stage, we are unable to make any changes or cancellations.
Incorrect or Temporary Shipping Addresses
Please ensure your shipping address is correct and complete before placing your order. We are not responsible for delivery issues caused by incorrect or temporary addresses (e.g. hotels or short-term rentals).
If your package is returned to us due to an address error, we will notify you and can reship it.
Please note:
- Reshipping fees will apply
- Refunds are not available for packages that are in transit or marked as delivered to the address you provided
U.S & CANADA Shipping
- Free shipping on all orders over $100
- Flat rate $8.95 shipping for orders under $100
- Estimated delivery time: 1–3 business days
Do you ship internationally?
Yes — we ship worldwide.
All international orders are charged a flat shipping fee of $15, which includes full tracking.
If your order has been in transit for more than 20 days, we kindly recommend checking with your local customs office, as delays may occur due to clearance or import fees.
Customs, Duties & Taxes
Sales tax is included in all U.S. orders.
For international shipments, customs duties or import taxes may apply depending on your country. These are the customer’s responsibility.
Maison Kartel is unable to prepay or calculate these fees in advance.
Returns & Refund
All sales are final. We do not offer refunds or returns.
As a small-batch brand, every piece is crafted in limited quantities.
This policy helps maintain the integrity and exclusivity of each drop.
If your item is defective or incorrect, please contact us within 7 days of receiving your order at info@maisonkartel.com
We’ll make it right.
Exchanges
We offer size exchanges for the same design only.
- Exchanges for different colors, styles, or products are not available.
- Please contact us within 7 days of receiving your item to request an exchange.
- Items must be returned in their original condition — unworn, unwashed, and with all original tags and packaging included.
- Once we receive and inspect the returned item, we will ship out the requested size.
Shipping costs for exchanges will be the customer’s responsibility.
To avoid size-related issues, we highly recommend reviewing the product size chart before placing your order.
First-Time Buyer? You're Covered.
We understand ordering from a new brand can feel like a leap.
That’s why we offer a one-time size exchange guarantee on your first order.
Please note: While we’ll gladly assist with your exchange, shipping fees are the customer’s responsibility.
Our goal is to make your first experience with MAISON KARTEL as seamless and satisfying as possible.
Get in touch
Have questions about your order, or a general enquiry?
