MAISON BALZAC FAQ PAGE
What’s the best way to contact customer service for enquiries?
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.
When will my purchase be shipped?
All international orders are processed within 48 hours and are sent using DHL Express courier services. Delivery generally takes 3-7 business days. Shipping times are based on our best estimate, however, delays can occur in transit or due to holds at your local custom office, so it may take longer for an order to be delivered.
How much does delivery cost?
Delivery costs can be easily determined during the checkout process by entering your shipping location and postcode.
If you do not see your country listed at checkout, we do not currently ship to that location.
Do you offer international shipping?
Yes, we ship globally from Sydney Australia. If you do not see your country listed at checkout, we do not currently ship to that location.
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.
What payment methods do you accept?
Maison Balzac accepts payment from all major credit cards, and PayPal.
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.
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.
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.
