FAQ's | Maison du Roc | Transformative Power of Timeless Luxury

Can you assist with deciding on a fragrance?

What are your shipping methods and policies?

We ship all orders via FedEx, UPS, USPS, and DHL, depending on your location and the most reliable delivery option available. Domestic orders ship for a flat rate of $10 USD, while international orders ship for a flat rate of $20 USD. Please note that, by law, fine fragrances must be shipped via ground transportation, which may result in slightly longer transit times. Once your order has been processed, you will receive a tracking number so you can follow your shipment from our studio to your destination.

We are not responsible for delays caused by the carrier or for packages that are lost in transit. If your tracking information shows an issue or your package appears to be missing, we will always do our best to assist; however, final responsibility lies with the carrier. If you experience a delivery concern, please reach out to contact@maisonduroc.com with your order number, and we will help guide the next steps.

If you have any questions regarding shipping or special delivery needs, please contact us at contact@maisonduroc.com.

Do you ship internationally?

We ship internationally to allow our customers around the world to experience Maison du Roc, even in regions where we do not yet have retail partners. While international customers are charged a flat shipping rate at checkout of $20 USD, the actual cost of outbound international shipping is often significantly higher, and we absorb this difference as a courtesy to our customers.

Please note that all international orders may be subject to import duties, taxes, or customs fees determined by the destination country. These charges are the responsibility of the recipient and are not controlled by Maison du Roc.

If a package is refused, returned, or undeliverable due to unpaid duties, incorrect address details, or failed delivery attempts, the customer remains responsible for any original shipping costs, return shipping costs, and additional duties or taxes incurred. Once a package is returned to us, any eligible refund will exclude these fees.

While we are always happy to assist where possible, we are unable to assume responsibility for additional costs resulting from refused or returned international shipments.

When will my order ship?

How long does it take to get my products?

What payment methods are accepted?

Is my payment data safe with you?

Do you accept returns or exchanges?

We are not accepting returns at this time, but would be happy to assist with exchanging a fragrance. Please email contact@maisonduroc.com to process an exchange. Note that all fragrances must be unused, with the plastic cellophane unwrapped, in order to exchange an item.

At this time, Maison du Roc does not accept returns. However, we are happy to offer an exchange within 14 days of delivery. To be eligible for an exchange, the fragrance must be unused, with the plastic cellophane fully intact and the packaging in its original, unopened condition. Once the product is received and inspected, we will process an exchange for another scent of your choosing.

Discovery sets are not eligible for return or exchange.

If your order arrives damaged or you experience a quality issue within 14 days of delivery, please email us with your order number and a clear photo of the concern. We will gladly review and assist.

Items purchased online at www.maisonduroc.com cannot be returned or exchanged through third-party retailers, pop-ups, or boutiques. Likewise, any items purchased outside of our website must be handled directly through the retailer where the purchase was made.

How long after I complete a purchase can I ask for an exchange?

How can I contact customer care?

FAQ’s