Frequently Asked Questions

Where are you located?

We are a company based in New York, NY.

Where can I reach you?

You may directly email us at

Where will my order come from?

We have partner brands, suppliers and warehouses all over the world such as United States, Russia, Spain, China, Korea and Philippines. 

Your items will come from the nearest warehouse/supplier where you are located. But in the event that the item is out of stock in that location, we will get it from another location where your order is available. 

How much does shipping cost?

We provide free worldwide shipping for all orders above $50! Any order below this amount will be charged a flat rate of $4.99

How do I amend my order?

Once the order is placed, we can no longer change or edit your order. Please send us a message within 24 hours from your date of purchase so we can still cancel your order 

When will my order be shipped?

Once your order is verified and your payment is approved, processing begins. This takes approximately 3 - 5 business days -- not including weekends or holidays. After processing, orders are shipped from our warehouse.

You will receive a confirmation email once your order is shipped. 

How long will shipping take?

The shipping begins after processing time, which typically takes between 3-5 business days (not including weekends or holidays)

For US based customers, shipping takes 7-14 business days upon shipment date.

All others, take 7-30 business days upon shipment date.

Due to COVID related staffing shortages around the world, we are also experiencing significant shipment delays sometimes as long as 30-45 days +. We apologize in advance for any inconvenience these delays may cause. We've posted our COVID policies here: These matters are out of our hands.

Do I need to pay for customs or import fees?

We will not be liable to any unforeseen changes such as strict customs and unexpected custom order inspections. Mari & Maison does not have any control over such circumstances and may unfortunately lead to a delay your order's shipping time.

Any customs or import duties must be paid by the recipient of the parcel. As these are a local charge, Mari & Maison has no control over these charges. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

I have requested for a refund and have not yet received it

It takes 3- 5 business days for a PayPal refund to go through.

If you paid via credit card, it may take up to 30 days to process depending on your card provider.

Refunds can only be sent back to the original payment method used for the purchase. It's not possible to send a refund to a different payment method (e.g., another card or bank account.)

 I have received a damaged order

Please contact our customer service team. You will be asked to send some more details and we will arrange a shipping of replacements asap.

Refunds and Exchanges

Once your order is shipped, we cannot issue a refund anymore.

Our exchange policy lasts 24 hours upon delivery. If 24 hours have gone by since you have received your item, we can’t offer you a refund or exchange. You must reach out with an inquiry within this time window to be eligible for a return or exchange.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message through our contact page. 

No returns, no exchanges for Clean Air Masks & Filters due to hygienic purposes