FAQ
Orders & Payments
What payment methods do you accept?
We accept major payment methods as displayed at checkout, including credit and debit cards and other secure payment options offered through our checkout.
All transactions are processed securely via trusted third-party payment providers.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at hello@nelmaison.com.
Once an order has been processed or dispatched, we may be unable to make changes.
I didn’t receive an order confirmation — what should I do?
Please check your spam or junk folder first.
If you still can’t find it, contact us and we’ll be happy to help.
Shipping & Delivery
Where do you ship?
We currently ship within Australia.
International shipping may be introduced in the future.
How long will my order take to arrive?
All Nel Maison pieces are currently available on pre-order.
Orders placed now are expected to ship in June 2026.
Once your order has been dispatched, you will receive a confirmation email with tracking details.
Estimated delivery times (from dispatch):
Standard shipping: 3–7 business days
Express shipping (if offered): 1–3 business days
Please note, delivery timeframes are estimates and may vary depending on your location and external factors.
How much does shipping cost?
Shipping costs are calculated at checkout and displayed before payment is completed.
Do you offer express shipping?
Express shipping may be available at checkout depending on your location and the item purchased.
What if my parcel is delayed or lost?
Once an order has been dispatched, delivery is handled by our courier partners. While delays are outside our control, please contact us and we’ll assist where possible.
Returns & Refunds
What is your returns policy?
Our returns policy complies with Australian Consumer Law.
You are entitled to a refund, replacement, or repair if an item is faulty, defective, or significantly different from its description.
Change-of-mind returns may be accepted within 14 days of delivery, subject to conditions outlined on our Delivery & Returns page.
Can I return a sale item?
Sale items are final sale and not eligible for change-of-mind returns, unless required under Australian Consumer Law.
How do I request a return?
Please email hello@nelmaison.com with:
-
Your order number
-
A brief description of the issue or reason for return
-
Photos (if the item is faulty or damaged)
We’ll guide you through the next steps.
How long do refunds take?
Once your return is approved and received, refunds are processed within 5–10 business days, depending on your payment provider.
Product Information
How should I care for my product?
Care instructions are included on the product page and, where applicable, with your item.
We recommend gentle use and storage to maintain the shape and finish of your piece.
Will the product look exactly like the photos?
We take great care to ensure our imagery accurately represents each product. However, colours may vary slightly depending on screen settings and lighting.
Pre-Orders
What is a pre-order?
A pre-order allows you to purchase an item before it is available for immediate dispatch.
Estimated shipping dates will be clearly stated on the product page.
Can pre-order dates change?
Yes — while we do our best to meet estimated timelines, delays may occur due to manufacturing or shipping factors. We’ll always keep you informed if timelines change.
General
How can I contact you?
You can reach us at hello@nelmaison.com.
We aim to respond within 1–2 business days.
Where are you based?
Nel Maison is based in Brisbane, Queensland, Australia.
Will you be releasing more products?
Yes. Nel Maison is launching with our signature pieces and will expand thoughtfully over time into complementary lifestyle accessories.