Maison Vales Help Center
Frequently Asked Questions
Find answers to common questions about orders, shipping, handmade ceramic craftsmanship, payment methods, returns, wholesale inquiries, product care, and shopping with Maison Vales.
Orders & Processing
How long does order processing take?
Most orders are processed within 2–7 business days. During seasonal launches or limited handmade collection releases, processing times may be slightly longer due to artisan production schedules.
Can I cancel my order after payment?
Orders may be canceled within a limited timeframe before shipment preparation begins. Once an order enters packaging or shipping stages, cancellation requests may no longer be possible.
Why does my handmade ceramic look slightly different from the photos?
Maison Vales products are handmade and kiln-fired individually. Slight variations in glaze texture, color tone, brushstroke detail, or shape are natural characteristics of artisanal ceramics and part of their unique charm.
Do you restock sold-out items?
Some collections may return depending on production schedules and material availability. Limited handmade collections or seasonal releases may not always be reproduced exactly.
Can I modify my shipping address after placing an order?
Address changes may be possible before shipment confirmation. Please contact our support team as soon as possible if you need to update delivery details.
Shipping & Delivery
Do you ship internationally?
Yes. Maison Vales ships handmade ceramic collections to many countries worldwide depending on local shipping availability and regulations.
How long does shipping usually take?
International delivery generally takes between 7–21 business days depending on customs processing, destination country, and local courier services.
Will I receive tracking information?
Yes. Tracking details are sent after shipment confirmation. Tracking updates may require several business days to appear depending on shipping carriers.
What happens if my package is delayed?
Shipping delays may occasionally occur because of customs inspections, local courier disruptions, weather conditions, or international logistics congestion. We appreciate your patience and understanding.
What if my package arrives damaged?
Please contact support@maisonvales.store within a reasonable timeframe and include photos of the product, outer packaging, and shipping label so we can review the issue.
Product Care
Are Maison Vales ceramics microwave safe?
Some ceramic collections may be microwave safe, while delicate gold detailing, textured finishes, or specialty glazes may require extra care. Please review individual product descriptions for guidance.
Are your cups dishwasher safe?
Gentle hand washing is recommended for most handmade ceramics to help preserve glaze quality, painted artwork, and textured finishes over time.
Can glaze crackle appear naturally?
Yes. Certain handmade ceramic styles intentionally feature crackle glaze textures as part of their artistic aesthetic and wabi-sabi character.
Are all products fully handmade?
Many Maison Vales collections include handmade or hand-finished processes such as painting, glazing, sculpting, carving, or detailing performed by ceramic artisans.
Payments & Returns
What payment methods do you accept?
Maison Vales accepts major credit cards, PayPal, Apple Pay, Google Pay, and other secure payment methods depending on regional availability.
Is my payment information secure?
Yes. Transactions are processed through secure encrypted checkout systems and trusted payment providers designed to protect customer information.
Do you offer refunds or returns?
Eligible return or refund requests are reviewed according to our return policy. Customers should contact support with relevant order details and product information.
Can I place a wholesale order?
Yes. Maison Vales welcomes wholesale collaborations with boutiques, cafés, tea brands, interior stores, and lifestyle retailers worldwide.
Still Need Help?
If you cannot find the answer you are looking for, our customer support team is happy to assist with order questions, ceramic care guidance, shipping inquiries, wholesale information, and more.
Website: maisonvales.store
Email:
support@maisonvales.store