FAQ

MAISON BALZAC FAQ PAGE

 
What’s the best way to contact customer service for enquiries?
 
Our customer service team can assist with any questions or enquiries by emailing bonjour@maisonbalzac.com
 
Our dedicated team are available to answer your questions between the hours of 9am to 5pm AEDT Mondays to Thursdays, and 9am to 4pm AEDT on Fridays.
 
 
Can I pick up an online order in the physical Maison Balzac store?
 

Absolutely! Just order online, then pick up in one of our two boutiques: Surry Hills Boutique in Sydney, or Armadale Boutique in Melbourne.

How do I place a Click and Collect Order?

  1. Pick out your most loved items, drop them into your cart, and head to checkout (just like you always do when ordering online).
  2. If all your chosen items are in stock, you'll find the option to choose Pick Up as your preferred delivery method at checkout.
  3. Choose your favourite Maison Balzac boutique. *Only boutiques with the selected items in your cart will show up.
  4. After your order is placed, you'll get an email notifying you that we've received it and when it'll be ready for collection. Your Pick Up order is typically ready within a day, so keep an eye on your inbox!
  5. Make your way to the Maison Balzac Boutique you've chosen and get ready to collect your items! Remember to bring your collection email and a valid photo ID.

Our Maison Balzac boutiques have a 10 day collection period for all click & collect orders. This period begins the day you receive your 'Ready for Pick Up' email notification. We kindly ask you to collect all orders within this 10 day timeframe, or contact our team to notify them of a delay. Any order not collected within 10 days of being notified, will be cancelled.  

Please note, not all products will be available for click & collect. If one item in your cart is unavailable for collection, the entire order will display as unavailable. In this case, we recommend using our shipping option to ensure a more efficient purchase experience.

Maison Balzac offers an exclusive gift-wrapping service for all Click & Collect orders. Our premium Maison Balzac gift boxes can be purchased at checkout. 

All products purchased through click and collect can be returned or exchanged in line with our Returns and Exchange Policy.

**Please note, our click & collect service is unavailable during sale and other promotional periods. 

When will my order be shipped?
All domestic orders placed before 12pm AEDT will be processed on the same day for dispatch within 1 to 2 working days.
 
Please note that these processing times may increase during sales and other promotional periods where there is an influx of orders.
 
 At this time, we are unable to facilitate same day deliveries.
 
How much does delivery cost?
 
Delivery costs can be easily determined during the checkout process by entering your postcode.
 
Maison Balzac offers free standard shipping via Australia Post for all orders over AUD$150
 
Do you offer international shipping?
 
Yes! We are happy to provide international shipping at a flat rate of AUD$35.
 
Please refer to our Shipping Policy for a more detailed description of the international shipping conditions. Please note that Maison Balzac does not cover any taxes or customs duties for international orders.
 
*Due to the ongoing COVID-19 pandemic international shipping times will vary, and significant delays may occur.
 
What payment methods do you accept?
 
Maison Balzac accepts payment from all major credit cards, PayPal and Afterpay.
 
How do I return or exchange an order?
 
Please refer to our Return Policy page for a detailed description of our return and exchange policies. On receipt of your order, you have 7 days in which to lodge a return or exchange request.
 
Feel free to contact our Customer Care team through bonjour@maisonbalzac.com should you have any questions or queries about returns or exchanges.

 

Does Maison Balzac offer a gift wrapping and gift note service?

Maison Balzac offers an exclusive gift-wrapping service for all Click & Collect orders. Our premium Maison Balzac gift boxes can be purchased at checkout.

 
How do I return or exchange a gift?
 
Please refer to our Return Policy page for a detailed description of gift return and exchange policies. Please note that in order to successfully process a return or exchange on a gift, you will need to provide the original order number and purchaser’s full name.
 
How do I purchase a gift card?
 
Gift cards can be purchased through the Maison Balzac website.
Please note that all gift cards are administered in AUD$, and do not have an expiration date.
 
The item I want is out of stock. How will I know when it will become available for purchase?
 
Simply insert your email address when prompted on the product page, and we will let you know as soon as it’s back in stock.
 
Alternatively, please contact our Customer Care team through bonjour@maisonbalzac.com if you would like to enquire further.
 
Will my glassware look exactly the same as the images online?
 
We have worked hard to ensure all imagery on our website showcases each product with the highest degree of accuracy. However, due to the transparent nature of glass and the fact that each piece has been hand blown, there may be slight discrepancies in either shape or colour.
 
These variances are inherent to the charm of hand made products, and are not to be considered as faults.
 
How do I care for my Maison Balzac glassware products?
 
Though all our glassware is dishwasher safe, we recommend hand washing with a soft bristle brush, as these are precious pieces!
 
Avoid using any strong alkali soaps, as these may damage the glass. Take care not to bump glassware against hard surfaces or other vessels during cleaning.
 
How to I care for my Maison Balzac candle?
 
The first burn is the most important as it sets the burn memory! When lighting for the first time, ensure the candle is alight long enough for an even wax pool to develop to the edge of the vessel.
 
To ensure an even burn and the best scent throw experience, be sure to trim each wick down to 5mm in length before each use. After extinguishing the flame, make sure each wick stands upright.
 
Never burn a candle for longer than 2 hours, or when the wax level reaches less than 2cm from the vessel base.

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