FAQ's
Welcome to the Maison X FAQ page. Find quick answers about our products, sizing, orders, payments, shipping, delivery, returns, exchanges, and refunds. We’re here to make your shopping experience simple and seamless. If you need further assistance, our customer support team is always happy to help.
Order Status
Where can I track the status of my order?
Your order will be shipped within 1–2 working days. Post dispatch, delivery takes 3–7 working days depending on your location. Once shipped, you will receive a tracking number via email/SMS to track your order in real time. Track here: https://shipprime.live/track-order?awb=AWBNUMBER
What is the standard delivery timeline for orders?
Orders are delivered within 3–7 working days from the date of dispatch. The timeline may vary slightly based on your location.
Do you offer express shipping?
Unfortunately, we currently do not offer express shipping. We are working on making this available soon. That said, we work with reliable courier partners to ensure your order reaches you as quickly as possible.
Why is my order delayed?
We're so sorry for the wait. Occasionally, delays can happen due to high order volumes, weather conditions, or logistical challenges. Rest assured, our team is closely tracking your order and doing everything possible to get it to you as soon as possible. If you'd like a real-time update or need any help, feel free to reach out — we're here for you. Contact us
My tracking number says my order is delivered, but I can not find it.
If this happens, we understand how concerning this can be, and we're here to help. Sometimes, logistics companies may mark a package as delivered a few hours early, or it may have been handed over to a family member, neighbour, or security. We recommend checking with them once. If you still cannot locate the package, please reach out to us right away — we'll investigate with our delivery partners and ensure a resolution or refund for you. Contact us
Returns & Exchange
What is the return policy?
We offer a 7-day return window from the date of delivery for all products purchased, so long as the product(s) are unused, unwashed, and undamaged, with all original packaging and tag loops intact. You can raise a return or exchange request here — https://maisonx.in/apps/return_prime
If you place an order using a 5%–10% discount, the discount will not be carried forward or refunded in the event of a return. The refund or credit will be processed based on the actual amount paid at checkout, post-discount.
What is the Exchange policy?
For exchanges, we allow a one-time size or shade exchange within 7 days of delivery. Style exchanges are subject to stock availability and approval by our team. For any subsequent exchange requests (more than once), a shipping fee of ₹100 will be charged.
What if there is a quality issue?
All our products are crafted to the highest production and quality standards, ensuring you receive something you'll truly love. But if something doesn't feel right, you can return any item covered under our policy within 7 days of delivery. Just click here to raise a return request.
I received the wrong item or size. What should I do?
Please raise an exchange request or get in touch with our customer support team Contact us within 48 hours and we'll make it right. Please do not accept any tampered or damaged packages at delivery. We also recommend making a quick unboxing video as proof, in case of any discrepancies.
I am unable to place the return request for my order. What should I do?
Please check if you are still within the 7-day return or exchange window when placing a request. If you are trying to raise a request immediately after delivery, don't worry — it can take up to 12 hours after delivery for the return option to be activated for your order. If the issue persists beyond that, feel free to reach out to our customer support Contact us , and we'll resolve it for you.
Which products are not available for any exchange or return?
All items purchased on sale are not eligible for return or exchange. If you're unhappy, you can always reach out to us — we're happy to help!