Shipping policy
Applicable to online orders placed through the Maison Marou Website.
1 - DELIVERY METHODS AND DELIVERY PARTNERS
Maison Marou delivers orders to the delivery address provided by the customer through Ahamove, GrabExpress, or other delivery service providers designated by Maison Marou from time to time. Customers may also choose to collect their orders directly from a Maison Marou store where such option is available for the relevant order.
Order tracking information will be provided by Maison Marou or the relevant delivery service provider once the order has been handed over for delivery. Customers may track their deliveries through the applicable tracking platforms made available by the respective delivery service providers.
2 - ESTIMATED DELIVERY TIME
For orders placed between 9:00 AM and 10:00 PM, Monday through Sunday, in Hanoi, Ho Chi Minh City, Da Nang, Hoi An, Nha Trang, and Binh Duong, delivery is generally expected to be completed within a few hours after the order has been confirmed and transferred to the delivery service provider.
Actual delivery times may vary due to traffic conditions, weather conditions, technical disruptions, force majeure events, or other circumstances beyond Maison Marou’s reasonable control. Customers will be notified where material changes to the delivery schedule occur.
If the customer chooses to PICK UP personally, he/she can place an order free of charge from the list of our Marou stores.
3 - DELIVERY COVERAGE AND DELIVERY FEES
Maison Marou delivers within the locations identified in Section 2 above and such other locations as may be confirmed at the time an order is placed.
For products requiring special handling, temperature-controlled transportation, or deliveries to locations exceeding ten (10) kilometers from the dispatch location, delivery availability and quality assurance will be assessed and confirmed on a case-by-case basis.
Delivery fees are calculated based on the delivery address and the applicable rates charged by the delivery service provider. The applicable delivery fee will be displayed or otherwise communicated to the customer prior to confirmation of delivery. No delivery fee shall apply to orders collected directly from a Maison Marou store.
4 - RESPONSIBILITIES OF DELIVERY SERVICE PROVIDERS
- Delivery service providers are responsible for:
- Receiving and delivering orders based on the information provided;
- Updating delivery status throughout the transportation process;
- Notifying Maison Marou and/or the customer of successful deliveries, failed deliveries, or any incidents affecting delivery;
- Cooperating with Maison Marou in resolving delivery-related issues; and
- Protecting customer information in accordance with applicable laws and regulations.
5 - INSPECTION UPON DELIVERY
Upon receipt of an order, customers may inspect the external condition of the packaging, as well as verify the quantity, product type, and appearance of the goods against the order details. Customers are not permitted to open sealed packaging or consume, test, or use the products before accepting delivery, unless otherwise expressly instructed by Maison Marou.
If an order is delivered incorrectly, contains missing items, has damaged packaging, or shows visible signs of damage during transit, customers may refuse delivery, request that the delivery service provider record the issue, and notify Maison Marou immediately.
Once a customer accepts delivery without raising any concerns regarding the external condition of the shipment, the goods shall be deemed delivered in satisfactory condition at the time of receipt. Any subsequent requests relating to product quality, exchanges, returns, or refunds shall be handled in accordance with Maison Marou’s Return and Refund Policy.
6 - CUSTOMER SUPPORT
Customers are encouraged to retain their invoices, order numbers, delivery confirmations, and related documentation for verification purposes. For assistance regarding delivery matters, customers may contact Maison Marou Customer Care using the contact details published on the Maison Marou Website.
