Frequently asked questions
ORDER
When will my order ship? When will I receive my order?
All orders typically dispatch within 2-3 business days excluding weekends and holidays, and they are shipped from the UAE.
For domestic orders, they will typically arrive the next day once it ships. For international orders, please allow up to 7 business days to arrive depending on your destination country and shipping method.
Do you ship overseas?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout.
Duties and taxes (where applicable) are calculated and collected at checkout. You will not have to pay duties upon delivery.
How do I cancel/change my order?
Oh no! We're sorry to hear you wish to cancel your order. Once an order is placed, our warehouse and fulfillment team begins processing and preparing all orders to get them out as fast as possible. Therefore, we are unable to cancel or change any orders at this time.
My order says delivered, but I haven't received it!
Oh no! We're sorry to hear you haven't received your order yet. Please double check the shipping address on your order matches your location. If so, check with your neighbors and/or building manager to ensure no one received your package by mistake.
My order is stuck in transit!
Occasionally there may be times tracking your order may get stuck or not moving transit. Don't worry, we're here to help. Depending on the tracking age, there can be a few things playing a factor:
If your order tracking is stating is not been shipped yet,
There may be two reasons for this:
- Your order may have been shipped but due to the destination distance of the shipment or the couriers workload, the first scan may not occur for a few days after you've been notified of shipment. Sometimes courier's may be scanning more/less depending on their workload or the package is on it's way to the courier's sorting hub.
- The order may require additional processing time to complete your order. Sometimes if there is an address or payment issue, we need to conduct additional verification. Other instances that can delay processing is due to sitewide sales, product launches or more.
If your order tracking is delayed in transit or taking too long,
Orders will show an "in transit" status until it reaches the next shipping hub along the transit journey. Unfortunately, we don't have control of how fast a courier ships a package and can potentially be subject to delays out of our control. If your package has remained "in transit" in over 7 days, please reach out to us further to investigate.
If your international order is being held, stuck in transit or verification is needed:
Your international order may require additional verification set forth by your countries duty regulations so we ask you please provide your country with your invoice as your proof of purchase.
In some cases, your country will invoice custom fees that need to be paid. Maison Aureus is not responsible for custom fees and/or duties and taxes and you will need to remit payment in order to receive your package.
