FAQs
ORDER TRACKING
How can I track my order?
Once you've received your order confirmation email, you will receive a second email once your order has been dispatched with your order tracking information and specific instructions to track your order using the carrier designated to your order. Note that carriers may vary depending on your selected country of delivery. Our Client Services team is always happy to help with any questions you may have regarding your order. If you have already reviewed our standard Shipping timeframes and still have questions, please email us at info@maisondesabre.com.
Where do you ship to?
We're pleased to offer worldwide shipping on all orders. To view estimated shipping timeframes for your country, please refer to our Shipping page.
Can I change my order?
Unfortunately once an order has been processed we cannot make any changes to it. Please ensure all details are confirmed and correct before finalising your purchase. If your order is unable to be processed due to an incomplete delivery address, our team will get in touch with you. If you believe you've made an error in your delivery address, email us as soon as possible at info@maisondesabre.com and we will do our best to amend the address, though this is not always possible. We are not liable for incorrect details placed on orders including delivery, payment, and/or personalisation details.
I received something other than what I ordered, what should I do?
In the rare occurrence that you receive a product that is not what you ordered, we will refulfill your order. If the item you ordered is out of stock, you may be offered a store credit in its place. Contact info@maisondesabre.com to enquire about our Returns Policy on incorrect orders. Please note that we are not liable for incorrectly placed orders. We fulfill all orders based on the details we receive from you so please ensure all details are correct before finalising your purchase.
PERSONALISATION
What colours are available for personalisation?
We're proud to offer personalisation on all leather products in your choice of silver or gold metallic foil. Please note that all MAISON de SABRÉ logos are finished in gold foil unless stated otherwise.
How many characters can I choose for personalisation?
We offer a maximum of five characters which can be a combination of English letters, numbers, and select symbols. Please note that character limits vary between products. To view available symbols for personalisation, head to one of our product pages and click "personalise."
Where will my personalised characters be printed?
Each product has different specifications as to where personalised stamps are placed. Please refer to our product pages to preview your order. Note that for our larger leather goods, personalisation is often placed on the detachable leather key bell.
Can I choose personalisation in a different language?
We currently only offer personalisation in English alphanumeric characters.
Can I have my logo printed on MAISON de SABRÉ products?
We do offer custom orders for business customers and would be happy to work with you to develop a product and logo pairing to suit your specific requests. Please send us at email at contact@maisondesabre.com to get started.
MATERIALS
What are your products made from?
Our entire leather collection is crafted from full-grain European bovine leather that is LWG-certified and processed using the DriTan™ method to help conserve resources and minimise waste. Our silicone range is crafted from 100% high density silicone. For more information, visit our Materials page.
What does LWG-certified mean?
LWG is an abbreviation for the Leather Working Group; a not-for-profit membership organisation dedicated to upholding responsible standards for the global leather manufacturing industry at all stages of the supply chain. They govern suppliers based on environmental, social, and governance metrics.
How should I care for my leather goods?
Leather is a natural material and is therefore design to wear naturally over time. To best care for your MAISON de SABRÉ leather goods, we recommend using a diluted solution of water and mild soap to gently wipe down your products as needed. Do not rub or saturate. Avoid leaving your products in high temperatures for extended periods of time and minimise abrasion against rough surfaces including canvas and denim. For more details on caring for your leather, visit our Warranty page.
How are your products personalised?
All of our personalised products are finished by hand using a precise hot-stamping process. Individual character stamps are selected and secured to our custom machine, heated, and pressed firmly onto our leather with a thin foil.
PROMOTIONS
Why isn't my discount code working?
If your discount code isn't working at checkout, make sure the items in your cart are not currently already discounted or a part of the Outlet. Discount codes cannot be applied to sale items or combined with other offers.
I purchased an item that's now on sale. Can I get the sale price?
We cannot honour sale prices or promotions outside of specificed sale dates under any cirucmstances.
Can't find what you're looking for?
Email us at info@maisondesabre.com and we'll aim to respond within one business day.
