Frequently Asked Questions
Ordering & Shipping
Where do you ship from?
All orders ship from Hong Kong. Our products are sourced directly from Korean and Japanese brand partners and authenticated before dispatch.
How long does delivery take?
Australia: 5–8 business days. United Kingdom: 7–12 days. European Union: 8–14 days. South Africa: 10–16 days. Rest of world: 10–21 days. Express options are available at checkout.
Is shipping really complimentary?
Standard shipping is complimentary on orders over A$70 AUD / £36 GBP / €42 EUR / R820 ZAR / $45 USD. Orders below these thresholds carry a flat-rate shipping fee of $6.99.
Do you provide tracking?
Yes — every order receives a tracking number via email once it leaves Hong Kong. You can track your order at any time via the link in your confirmation email.
Products & Ingredients
Are your products authentic?
Every product in the maison is sourced directly from authorised distributors and verified for authenticity before it reaches you. We never source from grey-market channels.
Are the products cruelty-free or vegan?
Each product’s certification status is listed individually on its product page. We only cite certifications that the brand itself publishes on their official site — we do not add claims the brand has not made.
What is PDRN?
Polydeoxyribonucleotide (PDRN) is a bioactive compound derived from salmon DNA. It’s widely used in Korean dermatology clinics for skin regeneration, and several of our elixirs use it as a hero ingredient. Each product page details the specific PDRN concentration and form.
How do I choose the right mask for my skin?
Take our Skin Ritual Quiz — it matches your skin type, concerns, and preferences to the right ritual mask in under a minute.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery for unopened, sealed products in their original packaging. Contact hello@maisonmasque.com to initiate a return.
What if I receive a damaged product?
Contact us within 7 days with a photo of the damage. We’ll send a replacement at no cost — no return required.
Can I exchange a product?
Yes. If a product doesn’t suit your skin, contact the maison within 30 days and we’ll arrange an exchange for a different product of equal value.
Subscriptions
How do subscriptions work?
La Cérémonie is our subscription programme. Choose a tier, and a curated selection of masks is delivered on a recurring schedule at a discount. You can pause, skip, or cancel at any time.
Can I change or pause my subscription?
Yes — log in to your account or email us. Changes take effect before your next billing date.
Can't find what you're looking for?
Contact the Maison