FAQs

Our Customer Experience team are always happy to assist. Contact us via email on 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.

For all shipping updates please click here

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

We are confident your MAISON de SABRÉ product will be a quality companion. If you believe your product is faulty or not up to standard, read more here about our returns policy.

Please contact info@maisondesabre.com 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. 

We currently have the AirPods and AirPods Pro in 8 different colour ways.

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.

All shipping times are in compliance with the shipping time frames provided by our shipping partners, Australia Post for Australian orders and SEKO for New Zealand. 

Australia:

Australia Post Standard Shipping: 3-5 Business Days for Metro areas and up to 10 business days for regional areas. The cost of standard shipping is, FREE on orders over $90.

Australia Post Express Shipping: 1-3 Business Days for Metro areas and up to 7 business days for regional areas. The cost for Express Shipping is $10.

Aus-Post Christmas cut-off dates available here

If you’re located in New Zealand your order will be travelling with SEKO. 

New Zealand:

Standard Shipping: 8 -14  Business Days. The cost of Standard Shipping is, FREE on orders over $90.

Express Shipping: 3-6 Business Days. the cost of Express Shipping is, $10.

*Please note that these timeframes only include transit time from when your order has been picked up from our fulfilment centre. Public holidays impact delays.

Taxes/Duties and Custom fees

Your order doesn't include customs taxes and duties. Your order can be withheld in customs for the processing which is mandatory with certain customs regulatory bodies. These delays are not the responsibility of MAISON de SABRÉ.
If there are taxes or duties applied by customs towards your order when, or after delivery is made. please know these charges are not inclusive of the original shipping charge and are unable to be paid for or reimbursed by MAISON de SABRÉ.
If you do not pay your customs fees, your order may be destroyed and or abandoned and we are unable to provide a reimbursement of your order. It is the customer's responsibility to contact the relevant customs office to find out if you are affected by these charges.

Australia: 

AusPost Standard shipping (3-5 business days) 

AusPost Express shipping (1-2 business days) 

New Zealand:

AusPost Standard shipping (8-14 business days) 

AusPost Express shipping (3-6 business days)

*Please note you may experience international shipping delays. Please see further information here

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 

Once an order has been placed and finalised on our website, we’re unable to amend your order under any circumstances. For any further queries regarding your order, please contact us on info@maisondesabre.com

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.

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.

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

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

Across our entire range, we stamp the monogram in gold or silver foil.

Please know that ALL MAISON de SABRÉ logos will remain in gold foil even when the silver foil has been selected. 

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

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

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

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

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

Please email your request to info@maisondesabre.com

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

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.

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

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.

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.

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

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

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

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

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.

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.

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

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.

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.

We use premium bovine pebble-grain leather. 

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

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.

When purchasing a product on ‘pre-order’ you are reserving the product for when it is dispatched from our Distribution Centre at a later date.

 Shipping details for all products on ‘pre-order’ will show in your cart and confirmation email. 

In some instances, sold out items will be restocked via our website. For more information please email info@maisondesabre.com

6 Month General Warranty

Our general warranty covers manufacturing and workmanship faults only. 

This warranty does not cover any damage or distortion caused by general wear and tear, misuse of product, or neglect to care for the leather appropriately. Our warranty also declines to cover any discolouration of the leather and hardware over time.

Our AirPods and AirPods Pro case has been engineered with GridGrip, a new lining material which ensures your case is completely secured and sealed around your AirPods, allowing your case to have full shock absorption and ultimate coverage protection. 

Yes. All our cases will allow you to still charge your AirPods wirelessly. 

No. Our AirPods case has been designed for a perfect, precision fit to allow for normal opening and closing. When the case is on, the base and lid are engineered to be under a millimeter apart to allow for the characteristic closing ‘click’ you’ve come to love with your device. Wireless charging is also compatible.

Yes! Our AirPods case maintains an ultra-slim silhouette and retains the overall shape of your device, making it easy to fit in your pocket or bag.