FAQ
If you want to learn more about our incense, head to the About our Incense page.
GENERAL QUESTIONS
How do I track my order?
Once you’ve passed an order on Maison Koh, you will receive an order confirmation email which will contain the tracking information. This can also be accessed from your account page if you’ve registered.
Can I exchange a product?
If there are any issues with the delivered product, get in touch with us at contact@maisonkoh.co and provide us with your order information, the item details, the reason for exchange as well as photos of the item (only applies to faulty or damaged items).
What payment methods are accepted?
We process payments via Stripe, which means that all the major credit card issuers are accepted (Visa, MasterCard) as well as Apple Pay and Google Pay.
If you encounter any issues with the payment, we encourage you to get in touch with us at contact@maisonkoh.co for assistance.
What if I changed my mind about a product?
There is a 14 day return policy in case you change your mind. We can only accept unopened and unused products in their original packaging.
When will I receive my order?
All orders are processed within 1-2 business days and are dispatched in the same time frame. For all UAE addresses, you can expect your package to arrive within 3 business days.
You can track the progress of your order via the link found in your order confirmation page or your account page.
EXCHANGE AND RETURNS
How do I return a product?
If there are any issues with the delivered product, get in touch with us at contact@maisonkoh.co and provide us with your order information, the item details, the reason for exchange as well as photos of the item (only applies to faulty or damaged items).
After your return request has been approved, we’ll send you further instructions on how to package your order for the return. Pack the items and hand them to our delivery partner. Once the return item has been received, your refund will be processed within 14 days.
Will my shipping get refunded if I return a product?
The return of the shipping fee will depend on the reason for the return. In case there is any issue with your order, be it a faulty item or human error; then you will get a full, no questions asked refund on your shipping fee.
In case of a change of mind, the shipping fee will be non refundable.
I received a damaged product, what now?
We take every measure to ensure that the products are delivered to your doorstep in perfect condition. In case there are any issues with your order, please get in touch with us at contact@apotheque.co and we will handle the situation promptly.
To ensure we process your request as soon as possible, please include your order information as well as photos in your message.
How do I exchange a product?
If there are any issues with the delivered product, get in touch with us at contact@apotheque.co and provide us with your order information, the item details, the reason for exchange as well as photos of the item (only applies to faulty or damaged items).
After your request has been received, our team will get in touch with you to guide you through the exchange process and how we can proceed based on your situation.
Can I exchange an item that was gifted to me?
We understand that scent is very personal, so we are more than happy to accommodate an exchange. Our team is more than happy to assist you in picking a fragrance that is better suited to your taste. In case your exchange is of lower value, we’ll apply credit to your account for your future purchases.
