Frequently Asked Questions

GENERAL QUESTIONS

Where do you source your products from?

The items at Maison Maisonnette are sourced across Europe, including but not limited to France, Germany, and Belgium. Being centrally located allows us to select unique finds from a variety of regions.
Are all your pieces 100% vintage?

Yes, all of our pieces are vintage, with some dating back to antique periods, and are primarily sourced across Europe with occasional finds from other parts of the world.
WHERE ARE YOU LOCATED?

Our home is in Luxembourg, a small but vibrant country at the heart of Europe. From here, we are able to explore and connect with neighboring regions, discovering unique treasures that inspire our collection.

Luxembourg’s central location mirrors our philosophy: bringing together timeless design, quality craftsmanship, and a mix of European and global inspiration to create a warm and inviting home.
Can I see more photos of an item?

Of course. Just email us, and we’ll do our best to share any additional images we have available.
How do you package your items?

All items are carefully hand-packed to ensure they arrive safely at your door. We prioritize biodegradable and eco-friendly materials, striving to minimize our impact on the planet at every step.

Sometimes, your order may be packed in reused or repurposed boxes and materials. We embrace this sustainable approach to give packaging a second life and reduce waste.

Once packed, your treasures are shipped directly to you, ready to begin their new story in your home.
HOW CAN I CONTACT YOU FOR FURTHER ASSISTANCE?


Please visit Contact Us page and complete the enquiry form. I’ll get back to you as quickly as possible to assist with your questions or requests.
ORDERS & SHIPPING
DO YOU SHIP TO MY COUNTRY?

Please refer to our Shipping Policy.
WHEN WILL MY ORDER SHIP?

Orders are typically prepared and shipped within 3 business days after they are placed. Our shipping partners deliver parcels Monday through Friday during standard business hours (9:00 a.m. – 5:00 p.m. local time).

Business days refer to weekdays only and exclude Saturdays, Sundays, and public holidays.

Please keep in mind that delivery timeframes are estimated. Once a package has been handed over to the shipping carrier, the final delivery schedule is managed by the courier and may vary depending on location and operational conditions.
HOW MUCH DOES SHIPPING COST?

Please refer to our Shipping Policy.
When will I get my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
Can I cancel my order?

If you need to cancel your order, email us at info@maisonmaisonnette as soon as possible and we’ll do our best to help.

We aim to dispatch orders quickly, so if your parcel has already been handed over to the carrier, it can no longer be canceled. In that case, please follow our returns procedure.
I'VE ONLY RECEIVED PART OF MY ORDER. WHERE IS THE REST?

Your order may have been divided into two or more shipments to optimize shipping efficiency and costs.

We recommend reviewing your tracking information to check if multiple packages are on the way. Each shipment can be tracked individually using the tracking link provided.

returns and exchange
Is it possible to exchange an item?

We don’t offer direct exchanges due to the online nature of our shop. If you’d like a different item, you can return your original purchase in line with our return policy and place a new order. Please refer to our return policy for full details.
Are any purchases final sale?

Items can be returned according to our standard return policy.

Please note that orders shipped outside the EU are final sale. Once shipped, international orders cannot be returned, refunded, or exchanged.
How do I process a return?

You can find step by step instructions on our Returns page. If you still have questions, feel free to contact us at info@maisonmaisonnette.com
What do I do if my order arrived damaged?

We take great care in packing your order, but if it arrives damaged, please email us at info@maisonmaisonnette.com within 48 hours of delivery. Include your order number and clear photos of the damaged items and packaging, and we’ll work quickly to find the best solution for you.