FAQ’s

With pleasure. Please email our customer care team at contact@maisonduroc.com and we will happily assist you.

We ship all orders via 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.

Orders are shipped within 1 to 2 business days. Orders are not processed or shipped on weekends. Once an order has shipped, an email will be sent with tracking information.

Domestic shipping can take up to 7 business days.

Foreign shipping could take up to 14 business days or more.

Due to global supply chain challenges, shipping times could be longer than usual.

We accept Visa, Mastercard, American Express, Discover, Google Pay, Shop Pay, and PayPal.

All direct payment gateways adhere to the standards set by PCI-DSS, managed by the PCI Security Standards Council – a collaboration between leading payment brands including Visa, Mastercard, American Express, and Discover.

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.

An exchange request can be submitted within 14 days after the product is delivered.

Customer Care is available at contact@maisonduroc.com. Please allow 24 to 48 hours to receive a response via email.