Shipping policy

Every Maison Skin order is packed by hand in Australia and dispatched with tracking. Below is everything you need to know about how, and when, your order will reach you.

Australia

Complimentary standard shipping applies automatically at checkout once your cart total reaches $150 AUD after any discounts and before shipping.

Delivery estimates are calculated from the date of dispatch, not the date of order, and are provided by our carrier as a guide rather than a guarantee.

New Zealand

We ship to New Zealand via tracked international post.

New Zealand orders may attract GST, duties or customs charges on arrival. These are set by New Zealand Customs, are not collected by Maison Skin, and remain the responsibility of the recipient. We are unable to mark parcels as gifts or declare a value other than the amount paid.

We do not currently ship outside Australia and New Zealand. If you would like us to reach your market, write to us at info@maisonskin.com.au — we read every message.

Processing and dispatch

Orders are processed Monday to Friday, excluding public holidays.

• Orders placed before 12pm AEST on a business day are dispatched the same day where stock allows.
• Orders placed after 12pm, or on a weekend or public holiday, are dispatched the next business day.
• During restocks, launches and peak retail periods, dispatch may take up to two business days. We will always tell you if this is the case.

Express shipping accelerates the carrier's transit time, not our processing time. An express order placed on a Friday evening will still be dispatched on Monday.

Tracking your order

You will receive two emails from us: an order confirmation at the time of purchase, and a dispatch notification containing your tracking number once your parcel leaves us.

Tracking can take up to 24 hours to become active after dispatch. If your number is not scanning after a full business day, contact us and we will investigate on your behalf.

If your dispatch email has not arrived, please check your junk or promotions folder before contacting us.

Delivery, authority to leave and redelivery

Our carriers will attempt delivery to the address provided. If nobody is available to receive the parcel and no authority to leave is in place, a card will be left and the parcel held at a nearby collection point.

Parcels held at a collection point are generally returned to sender after 10 business days. Where a parcel is returned to us for this reason, we will contact you to arrange redelivery at your cost.

If you select authority to leave with the carrier, the parcel is considered delivered once the carrier records it as left at your address. Maison Skin cannot accept responsibility for parcels lost or stolen after that point.

Incorrect or incomplete addresses

Please review your delivery address carefully before completing checkout, including unit numbers and building names.

If you notice an error, email info@maisonskin.com.au immediately with your order number. We can usually amend an address before dispatch, but once a parcel has left our warehouse we are unable to redirect it. Parcels returned to us due to an incorrect address will be reshipped at your cost.

Delays

Occasionally a parcel moves more slowly than expected due to carrier volume, weather, industrial action or customs inspection. These delays sit outside our control, and we appreciate your patience when they occur.

If your order has not arrived within 10 business days of dispatch (or 20 business days for New Zealand), please contact us. We will lodge an enquiry with the carrier and keep you informed at every stage.

Lost or damaged parcels

We pack with care, and in glass where the formulation calls for it.

If your order arrives damaged, email info@maisonskin.com.au within 7 days of delivery with your order number and photographs of the outer carton, the packaging inside, and the affected products. We will arrange a replacement or refund.

If tracking indicates your parcel has been lost in transit, we will lodge a formal enquiry with the carrier. Carrier investigations typically take 5–10 business days. Once a parcel is confirmed lost, we will send a replacement or issue a full refund, at your preference.

Warm weather and heat-sensitive formulas

Some balms, occlusives and encapsulated actives are sensitive to sustained heat. During the Australian summer we may adjust packing or hold dispatch by a day to avoid a parcel sitting in a depot over a weekend.

If a product arrives softened, it can usually be restored by resting it upright in a cool, dark place. If the texture or scent has changed, contact us — we will replace it.

Contact

For any question about a shipment, email info@maisonskin.com.au with your order number in the subject line. We respond within one business day.

Maison Skin maisonskin.com.au

Last updated: August 2026. All prices in AUD.