FAQ

Maisonnove is a fashion-focused online store offering thoughtfully selected clothing and style pieces designed to feel modern, wearable, and expressive. Our collections are curated with care, combining everyday comfort with refined details.

How long does shipping take?
Orders are processed within 1–2 business days. After dispatch, delivery usually takes 3–7 business days, which means most orders arrive within 4–9 business days in total. Once your order is on the way, you will receive a tracking link so you can follow the delivery progress.

Do you offer free shipping?
Yes. All orders include free shipping within Hong Kong. There are no minimum order values or special conditions.

Where do you ship?
At the moment, we ship exclusively within Hong Kong. Our focus is on providing a reliable and smooth local shopping experience.

What payment methods can I use?
We accept Visa, Mastercard, Maestro, American Express, Apple Pay, and Google Pay. All payments are securely processed using SSL encryption.

Is my personal and payment information protected?
Yes. Your privacy and security are very important to us. Maisonnove does not store sensitive payment details, and all transactions are handled through secure, trusted payment providers.

What is your return policy?
If something is not quite right, you have 60 days from the delivery date to request a return. Simply email us at info@maisonnove.uk and our team will guide you through the next steps.

How long does it take to receive a refund?
After your return has been received and approved, refunds are processed within 7 business days. Depending on your bank or payment provider, it may take a little longer for the funds to appear in your account.

Do you offer exchanges?
Yes, exchanges are available. If you would like to swap an item, contact us at info@maisonnove.uk and we will help you explore the available options.

What should I do if my order has not arrived?
Start by checking the tracking link sent in your shipping confirmation email. If more than 7 business days have passed since dispatch and your order has not arrived, please contact us at info@maisonnove.uk so we can assist you.

Can I change or cancel my order after placing it?
If your order has not yet been shipped, changes or cancellations may be possible. Contact us as soon as you can after placing your order, and we will do our best to help.

Still need assistance?
Our team is always happy to help. Send us a message at info@maisonnove.uk and we will get back to you as quickly as possible.