Frequently Asked Questions
Orders
How do I place an order?
Browse our collection, select your piece, and proceed to checkout. We accept all major credit cards and process payments securely through Stripe.
Can I modify or cancel my order?
Orders can be modified or cancelled within 24 hours of placement. After that, your piece enters production and cannot be cancelled. Email us immediately if you need changes.
Do you offer gift wrapping?
Every order arrives in our signature unbleached cotton dust bag and recycled cardboard box — designed to feel like a gift already.
Shipping
How much does shipping cost?
Shipping is a flat $25 CAD per order, added at checkout. It is not included in the product price.
How long does shipping take?
Every piece is handmade to order. Please allow 7–14 business days for production, plus shipping time. We'll email you a tracking number once your order ships.
Do you ship internationally?
Yes. We ship worldwide. Duties and taxes may apply for international orders and are the responsibility of the recipient.
Care
How do I care for my bag?
Spot clean with a soft damp cloth. Store in the cotton dust bag when not in use. Avoid prolonged moisture and direct sunlight. The leather will develop a natural patina with use.
Returns & Replacements
What's your return policy?
We offer replacements for items with manufacturing defects. Items must be in original packaging and reported within 14 days of delivery. Return shipping is the customer's responsibility.
Do you offer refunds?
Every piece is made by hand, for you. If something arrives with a manufacturing defect, we remake it at no cost. Because each bag is woven to order, we cannot accept returns for change of mind — reach out before you buy if you are unsure. Commission requests include a 48-hour window to cancel for any reason. Email hello@maisonelowen.com with questions.
Can’t find what you’re looking for? Contact us