FAQ
We’ve compiled answers to the questions we’re most commonly asked.
If you don’t see your question below, feel free to reach out to us at info@maisonflai.shop — we’re happy to assist.
Ordering & Payment
We accept Visa, MasterCard, American Express, Discover and PayPal. All payments are securely processed — we do not store your card details.
If your order hasn’t shipped yet, we may be able to modify or cancel it. Please email us at info@maisonflai.shop as soon as possible. Once an order is shipped, it can no longer be changed.
Yes. After you place an order, you’ll receive a confirmation email. When your order ships, you’ll receive a second email with your tracking number.
Shipping & Delivery
Yes — we ship worldwide. Shipping fees for international orders are calculated at checkout.
We offer free standard shipping within North America (U.S. & Canada). International shipping costs vary by destination.
Orders are processed within 2–4 business days. Estimated delivery times:
U.S. orders: 3–7 business days
Canada: 5–10 business days
International: 7–21 business days depending on customs
Yes. Once your order ships, you’ll receive a tracking link via email.
We recommend checking with neighbors or building staff first. If it doesn’t appear within 1–2 days, contact us and we’ll help investigate.
Returns & Exchanges
We accept returns within 30 days of delivery for unworn items in original condition and packaging. Final sale and customized items are non-returnable.
Email us at info@maisonflai.shop with your order number and reason. We’ll respond with return instructions.
Return shipping is the customer’s responsibility unless the item arrived damaged or incorrect.
Yes, depending on availability. Let us know what you’d like to exchange and we’ll do our best to assist.
Materials & Care
Our pieces are made from solid 925 sterling silver and 18k gold vermeil (a thick layer of gold over sterling silver). All are nickel-free and suitable for most sensitive skin.
Yes — our jewelry is nickel-free and generally safe for sensitive skin. If you have known metal allergies, please consult a doctor before purchasing.
Yes — sterling silver naturally oxidizes over time. It can be cleaned easily with a silver polishing cloth.
Avoid water, sweat, perfumes, and lotions
Remove before sleeping or exercising
Wipe gently after wear with a soft cloth
Store in a pouch or dry box
Do not use silver polish on gold-plated pieces
Packaging & Gifting
Yes — we use recyclable kraft boxes, unbleached cotton pouches, acid-free tissue, and plastic-free paper tape. We avoid plastic wherever possible.
Our standard packaging is gift-ready and elegant, with no pricing included. We do not offer additional wrapping, but you may leave a gift note at checkout.
Yes — you can leave a short message at checkout, and we’ll include it on a small notecard inside the package.
No. All receipts are sent via email only. Your package will contain just the jewelry, pouch, and any optional note.
Still Need Help?
If you have questions that aren’t covered above, please reach out to us at:
📬 info@maisonflai.shop
We typically respond within 1–2 business days.
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