FAQ

Shipping

Can you help me track my order?

Our Customer Experience team are always happy to assist. We are contactable via WhatsApp here or you can send an email to info@maisondesabre.com 

Please ensure you are checking all tracking details carefully. We also advise checking with your local post service as they will provide further updates for you.

Where can I track my order?

You have two options to track your parcel: 

If you have a MAISON de SABRÉ account: 

Log in to your account through our website, check your account overview to see your previous orders. Please click your invoice number, this will redirect you to the fulfilment status and all tracking details. 

If you don't have a MAISON de SABRÉ account: 

Once your order has been fulfilled, you'll receive a shipping confirmation email. You will then be able to track your order through the tracking link provided in the email. Your order can take 1-3 business days to be dispatched 

*Please note, tracking can take around 24 hours to update after dispatch 

Where do you ship to?

We ship worldwide including: Australia, New Zealand, United States, Canada, the United Kingdom. Europe, Asia, Middle East, Japan as well as many other countries. 

How long will my order take to arrive?

Australia: 
AusPost Standard shipping (4-6 business days) 
AusPost Express shipping (1-2 business days) 

New Zealand:
AusPost Standard shipping (5-8 business days) 
DHL Express shipping (1-2 business days)

All orders will be dispatched from our warehouse within 1-3 business days.

*All shipping times exclude clearance/customs delays.

Will my parcel be delivered to my address?

Yes! Your parcel will be delivered to the address provided at the time of purchase.
However, if you are not home at the time of delivery, or you have provided an incorrect address your parcel will be redirected to your local post office for collection.

My address is incorrect can you please change this?

Please contact info@maisondesabre.com or our WhatsApp team here as soon as possible. We can amend address details if your order hasn't already been processed by our distribution team. If your order is undeliverable due to an insufficient or incomplete address our Customer Experience team will contact you to organise a re-delivery.  

Will there be any customs fees or taxes?

Customs fees or taxes vary between individual countries. Additional taxes or customs fees may be applied at the port of entry at the recipient country.

If you are unsure about customs fees in your country, please contact your post office or customs office. We take every effort to ensure a quick and smooth delivery. However, we do not take responsibility for any delays and extra fees that may be applied via customs and duty offices in the receiving country.

It is the customer’s responsibility to cover any additional import duties, customs and taxes. Payment is necessary for your parcel to be delivered.

What if I don't pay the customs charges?

Customs charges aren't affiliated with MAISON de SABRÉ. If you do not pay your customs fees your order may be destroyed/abandoned and we are unable to provide a refund of your order.

Order Information

I just placed my order can I change it?

If you require a change to your order, please contact info@maisondesabre.com or our WhatsApp team as soon as possible. You can request to change the size of your case or change your monogram preference. This is subject to availability and if you order hasn't yet been processed. 

*Note: all changes aren't guaranteed due to quick processing times. 

I asked for my order to be changed but it is still the same. Can this be replaced?

Unfortunately, we are not liable for changes to orders once they have been placed. We don't guarantee change requests can be fulfilled and we are unable to replace items once they have been personalised. Please ensure all details are confirmed and correct before finalising your purchase.

I have received the incorrect product, what do I do?

In the rare instance, you believe you have been sent the incorrect item please email photos of the front and back of your items to info@maisondesabre.com

Please know MAISON de SABRÉ is not liable for incorrectly ordered products. We are unable to replace these unless it is a fault made by our warehouse team.

The monogramming is incorrect, what do I do?

In the rare instance your monogramming is incorrect please send through your order number and photos of the incorrect monogram to info@maisondesabre.com

Are there any discount codes?

We do not currently have any discount codes. If we are to offer discounts please keep an eye out on our social media channels.

Personalisation & Monogramming

What colours do you monogram the Phone Cases?

We stamp in gold and silver foils.
Please know ALL MAISON de SABRÉ logos will remain in gold even when silver foil has been selected.

What colours do you monogram the Clutches?

We stamp in gold and silver foils.
Please know that the BLACK CAVIAR/SILVER MAISON de SABRÉ logo will remain in SILVER. All other clutches will be monogrammed in gold.

How many letters can I have monogrammed?

Maximum 4 characters with only English letters, numbers and the symbols: # . & and ♡

Do you monogram emojis?

We currently only offer the “love heart” emoji.
Simply click the “heart” button when completing your monogram.

Can my monogram be in a different language?

Unfortunately, we currently only allow English Alphanumeric characters to be monogrammed.

Can you monogram my business logo instead of initials?

We offer full customisation for our corporate customers. Please note minimum order quantities apply. 

Please email your request to info@maisondesabre.com

Where are the initials monogrammed?

Your initials will be monogrammed depending on the product of your choice: 

- Top third of your Phone Case
- Bottom right corner of your Clutch 
- Centre of your card Holder 
- Inner fold right corner of your Bi-Fold Wallet 
- Top Centre of your Zipped Wallet 
- Bottom Centre of your Card Case

Returns & Refunds

I am not satisfied with my product, what do I do?

We perform quality checks on all of our products prior to dispatch and are confident that all orders are up to standard before being sent. 

If you are dissatisfied with your product please contact our customer experience team on info@maisondesabre.com advising us of the problems you are having. Please also include a photo of the front and back of your product and we will endeavour to resolve this as soon as we can.

Can I cancel my order?

Unfortunately, once your order has been finalised we are unable to cancel and refund your order.

I changed my mind and want a different colour. Can I return this?

Under no circumstances will monogrammed or customised products be accepted for return due to change of mind. We do not refund or exchange monogrammed or customised products unless the item is faulty as a result of manufacture.

My item is faulty, what do I do?

In the rare instance your product is faulty or damaged please email info@maisondesabre.com with your order number and photos of the damages occurring. 

Items that are damaged as a result of normal wear and tear are not considered to be faulty.

Product Information

What products do you sell?

We currently sell iPhone and Samsung phone cases, Clutches, Card Holders and a variety of Wallets in exclusive Maison de Sabré colour-ways.

What is included in the clutch?

The clutch will include a leather cardholder and also a leather wrist strap.

What iPhone sizes do you stock?

We stock the following sizes: 

- iPhone 7/8 and iPhone 7/8 Plus 
- iPhone X/XS
- iPhone XR
- iPhone XS MAX
- iPhone 11 
- iPhone 11 Pro 
- iPhone 11 Pro MAX

What Samsung Sizes do you stock?

Our Samsung range is available in Samsung S10 and S10+.

Will you bring out a wider range of colours and sizes for Samsung?

We are looking into bringing out a wider range in the near future. Please reach out to our team to let them know your requests.

Billing & Payments

My payment method is not working.

If you are having trouble with your payment, please ensure that you are using one of our accepted payment methods and that you have sufficient funds on your card.

What payment methods do you offer?

We currently accept American Express, Apple Pay, MasterCard, PayPal, and Visa.

Do you have AfterPay?

AfterPay is available to Australian and US customers only. With AfterPay you can pay for your order interest free and pay nothing upfront. Payments will be automatically taken from your debit or credit card in four equal payments each fortnight over 8 weeks and you will receive your order immediately.

To use this service simply:

Add your items to your shopping bag and checkout as normal

On the Checkout page, select 'AfterPay' as your Payment Method

Enter your details with Afterpay.

Do you accept Cash on Delivery?

No we don’t accept this form of payment. All orders must be purchased through our website and paid at the time of check out.

Leather Care

What leather do you use?

We use premium bovine pebble-grain leather. 

As our products are all hand-made, every item is unique and there will be slight variations.

Caring for your Leather

With any natural product, your leather goods do require care to ensure they will be admirable for times to come. 
Avoid rubbing your casing against rough or sharp surfaces to minimize scratching. Avoid bringing your products into contact with dark articles of clothing that may impart colour. 

You will need to protect your case from humidity and temperature extremes and avoid harsh chemicals or prolonged periods in direct sunlight. If you casing does get wet, gently pat dry immediately with a soft cloth. 

If your casing appears to be marking simply use a damp cloth and wipe and dry immediately.

Wrapping

All orders arrive with our signature Maison de Sabré gift box, perfect for all occasions whether your product is a gift for someone or if you’re treating yourself.

Your gift box is sent in a protective parcel ensuring no damages occur during the transit to your location.

All gift boxes also include our signature Maison de Sabré tissue paper or dust bag. A care card is also included providing you with some tips and tricks to ensure your new leather products receive all the love they deserve.

CAN'T FIND WHAT YOU'RE LOOKING FOR?

EMAIL US: info@maisondesabre.com