✔︎ Worldwide Express Delivery
Orders & offers
How do I use my first-order 10% offer?
Enter WELCOMEHARLEEN at checkout for 10% off your first order from our eligible collections. Look for the offer note near the product price.
The code is for customers who have not previously purchased, can be used once per customer and cannot be combined with other discounts. Gift cards and appointments are excluded. Check that the reduction appears in your order summary before paying.
Why is my discount code not applying?
Check the spelling, expiry date and the eligible items in your bag. First-order offers are for new customers only. Personal offers must be used with the email address they were issued to, within the stated period.
Remove other discounts before trying again. If you still need help, contact us on WhatsApp before placing your order.
Can I change my order after placing it?
Contact us as soon as possible on WhatsApp or at info@maisonharleen.com with your order number and the change you would like to make.
Our team will check what is still possible depending on the order’s preparation, production or dispatch status. Please wait for confirmation; a requested change is not automatic.
Sizing & exchanges
How do I choose the right size?
Use the Size Guide on the product page and compare your bust, waist and hip measurements with the garment’s size information. Select your size before adding the gown to your bag.
If you are between sizes or unsure of the fit, send our team your measurements and the product link on WhatsApp. Our Size Chart can help you measure.
Can I request custom sizing?
Custom sizing is available upon request. Contact us on WhatsApp with the product you love, your measurements and your event date before ordering. Our team will confirm the available options, production time and any additional cost.
Custom-measured and made-to-order items are excluded from the standard-size exchange option. Please review the Return Policy before confirming your order.
Can I exchange my gown for another size?
For standard-size items, contact us within 7 days of delivery to request a size exchange. The customer pays the exchange shipping costs. Items must be unused, unworn and unaltered, with original tags and packaging.
Custom-measured and made-to-order items are excluded. Send your order number to WhatsApp or info@maisonharleen.com and wait for our instructions before returning anything. See the Return Policy for the full conditions.
What should I do if my item has a manufacturing defect?
Contact us within 14 days of delivery with your order number and clear photos or videos of the issue. Manufacturing-defect claims are assessed separately from size exchanges.
Approved defect claims include return shipping paid by Maison Harleen. Please wait for our instructions before sending the item back and read the Return Policy for the full conditions.
Delivery & customs
When will my order arrive?
Check the estimated delivery dates and any production notes on the product page. Preparation and production time come before shipping; made-to-order and custom-sized pieces can require a longer lead time.
Unless otherwise stated, orders are sent with FedEx Express, typically taking 2–5 days after dispatch. This is the courier transit time, not the total time needed to prepare or make your gown.
If your event is approaching, contact us on WhatsApp with the product, size, destination and event date before ordering so we can confirm the appropriate timing. See the Shipping Policy.
Is delivery complimentary?
We offer complimentary worldwide delivery, excluding custom-made items. Any applicable delivery charge is shown at checkout before payment.
Complimentary shipping does not include import duties or taxes. Please read the Shipping Policy for full details.
Will I need to pay import duties or taxes?
Import duties and taxes may apply depending on your destination country and local customs rules. These charges are outside our control and are payable by the customer.
A parcel may arrive without additional charges, but this cannot be guaranteed for every shipment. For guidance specific to your country, check with your local customs authority.
How can I track my order?
Once your order is dispatched, we email you a tracking link. You can also visit Track Your Order.
Tracking updates can take up to 48 hours to appear. If no update is available after that time, contact info@maisonharleen.com with your order number so we can check with the courier.
Account & assistance
Do I need an account to place an order?
You can shop without creating an account. If you would like to view your order history, select Sign in and use the same email address you used at checkout.
How do I sign in to my account?
Select Sign in, enter your email address and follow the secure sign-in instructions. You can also use Continue with Shop where offered.
Use your checkout email address to find your orders. If you have trouble receiving a sign-in email, check your spam folder or contact info@maisonharleen.com. Never share a sign-in code with anyone.
How can I speak to your team?
Our team is available daily, 10am–8pm (CET) for sizing, product and order assistance.
Message us on WhatsApp at +44 7552 323948 or email info@maisonharleen.com. Include the product link or order number so we can help you more quickly.
For a personal consultation, explore our appointment options.