What’s the best way to contact customer service for enquiries?
We can assist with any questions or enquiries by emailing us at bonjour@maisonbalzac.com, or call us on 0401 020 241.
We’re available to answer your questions between 9am to 5pm AEDT, Monday to Thursday, and 9am to 4pm AEDT on Friday.
Our team will be away on Monday June 8th for the King's Birthday. We will attend to all enquiries as soon as we return.
What payment methods do you accept?
We accept payment from all major credit cards, PayPal and Afterpay.
How can I change or cancel my order?
If you would like to change or cancel your order, please reach out to us as soon as possible and we will do our best to assist with your request.
Please note that we cannot guarantee changes or cancellations once an order has been placed, as orders are often processed quickly by our fulfillment team.
Can I pick up an online order at a physical Maison Balzac store?
Absolutely! Just order online, then pick up in one of our three boutiques: Surry Hills Boutique in Sydney, The Strand Arcade in Sydney or Armadale Boutique in Melbourne.
How do I place a Click and Collect Order?
Pick out your most loved items, drop them into your cart, and head to checkout. Make sure to check availability at your preferred boutique on the product page.
If all your chosen items are in stock, you'll find the option to choose Pick up as your preferred delivery method at checkout.
Choose your preferred Maison Balzac boutique.
After your order is placed, you'll get an email to confirm, and when it'll be ready for collection. Your order is typically ready within a day, so keep an eye on your inbox!
Make your way to the Maison Balzac Boutique you've chosen and get ready to collect your items. Remember to bring your collection email and a valid photo ID.
Our Maison Balzac boutiques have a 10 day collection period for all click & collect orders. This period begins the day you receive your 'Ready for Pick Up' email notification. We kindly ask you to collect all orders within this 10 day timeframe, or contact our team to notify them of a delay. Any order not collected within 10 days of being notified, will be cancelled. Please consider our store opening hours when planning your collection date.
Please note, not all products will be available for click & collect. If one item in your cart is unavailable for collection, the entire order will display as unavailable. In this case, we recommend using our shipping option to ensure a more efficient purchase experience.
During busy sale periods, we may temporarily disable click & collect at our boutiques.
Maison Balzac offers an exclusive gift-wrapping service for all Click & Collect orders. Our premium Maison Balzac gift boxes can be purchased at checkout.
All products purchased through click and collect can be returned or exchanged in line with our Returns and Exchange Policy.
**Please note, our click & collect service is unavailable during sale and other promotional periods.
Can I add gift wrapping and a message to my order?
Yes, we offer a gift wrapping and personalised message option at checkout for $10 per order.
Our gift wrapping is a hybrid gift-bag/box – a light, structured, enclosed bag with ribbon handles. We offer a few sizes designed to fit most of our range.
Please note that our gift wrapping is suitable for items under 28 × 22 × 22 cm, and unfortunately cannot accommodate larger items.
How do I purchase a gift card?
Gift cards can be purchased here. Please note that gift cards purchased online are digital only and will be delivered by email.
If you prefer a physical gift card, these can be purchased in person at any of our boutiques.
All gift cards are valid up to three years from purchase.
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.
Please note that some products are only available in person at our boutiques. This will be indicated on the product page.
When will my order be shipped?
All orders placed before 12pm AEDT will be processed for dispatch within 1 to 2 working days.
Please note that these processing times may increase during sales and other promotional periods.
At this time, we are unable to facilitate same day deliveries.
How much does shipping cost to Australia or New Zealand?
All orders placed for delivery within Australia are sent via AusPost.
Free standard delivery on orders over AUD $150
AUD $15 flat rate for standard delivery on orders under AUD $150
AUD $25 flat rate for express delivery
Orders to New Zealand are shipped via DHL Express at a flat rate of NZD $20.
Do you offer international shipping?
Yes, we ship worldwide from Sydney, Australia. If you are located outside Australia or New Zealand, please place your order through our Rest of World store. Our international shipping information can be found here.
How do I return or exchange an order?
Please refer to our Shipping & Returns page for detailed information 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.
Will my item look exactly the same as the images online?
We take great care to ensure the imagery on our website represents each product as accurately as possible. However, as many of our pieces are handmade, slight variations in colour, shape, finish, or texture may occur.
Additionally, colours may appear slightly different depending on your screen or device settings.
These subtle differences are part of the charm and individuality of handcrafted objects and natural materials, and should not be considered faults.
Glassware Care
Maison Balzac glassware is dishwasher safe, so you won’t have to think twice before using them!
If washing by hand, gently use a soft bristle brush or sponge.
Avoid using strong alkali soaps, as these may damage the glass.
Take care not to bump glassware against hard surfaces or other vessels during cleaning.
Avoid putting ice directly in the empty glass; add the liquid first, then add ice and enjoy!
Candle Care
Please refer to our Candle Safety Instruction blog post for tips and advice on best candle care.
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.
Linen Care
Linen is a natural, durable material that can last for years if cared for correctly.
To maintain the beauty of these delicately embroidered pieces, we recommend a gentle machine wash in cold water using a delicates bag. Reshape while damp and dry flat.
Press with a steam iron on the linen setting with a pressing cloth.
Launder stains immediately. Wash dark colours separately. Do not use bleach, fabric softener or harsh detergents. Do not wring or tumble dry.
Bonjour
