Consumer Care

PURCHASE AT MAISONOCEANNE.CA

Order Changes 

Once you've completed your purchase, we'll send you an email confirmation with the purchase details. Please note that order modifications and cancellations are time-sensitive actions and must be communicated to our consumer care as soon as possible. Once your order moves into the processing stage in our warehouse, we may no longer be able to make changes

Should the need arise to modify your order due to an error or cancel an order after you've placed it, we will do our best to accommodate your request. Send us an email at hello@maisonoceanne.ca 

Shopping Cart 

You can view the products you have selected for purchase, order a gift card, and change or delete the number of products on your order all from your shopping cart.

Keep in mind we cannot guarantee that we have the products in your shopping cart in stock. For this reason, if a product is no longer available, we will notify you in this section.

Price Changes 

Prices are subject to change at any time. Please keep in mind that we do not adjust prices for products whose original price may have been reduced.

EXCHANGES AND RETURNS

Products purchase on our website and shipped are final sale. Due to the nature of our products and for the safety of our consumers we do not accept exchanges or returns. 

Exchanges and Returns are only accepted under the following circumstances:

  1. Damaged Product(s) 
  2. Lost Order 
  3. Order Error*

Please note that Exchanges and Returns must be requested within 5 business days from the moment the packaged is received. 

*If the error is made by the consumer, shipping costs for the return is at the consumer's expense and are non-refundable. 

Special Conditions 

Due to hygiene, the following products are final sale and cannot be returned or refunded due to personal use:

  • Organic Bamboo Makeup Remover Pads 
  • Oral Care Products 
  • Menstrual Products  
How to Return 
  1. Send an email to our Consumer Care at hello@maisonoceanne.ca
  2. Include your Order Number and Reason in the subject line of your email (Ex: Order #53699 Damaged Product)
  3. For Damaged Products, please include a photo showing the defect
  4. We will reply to your request within 1-2 business days 
  5. Print the shipping label and affix to box 
  6. Drop off the package at the nearest Canada Post Office
  7. You will receive an email confirmation with the tracking information for the replacement product(s) or refund details 
How to Make an Exchange 
  1. Send an email to our Consumer Care at hello@maisonoceanne.ca
  2. Include your Order Number and Reason in the subject line of your email (Ex: Order #53699 Order Error)
  3. Explain the reason for the exchange 
  4. We will reply to your request with 1-2 business days
  5. For Order Errors made by MO, a shipping label will be sent by email and a pickup request for the package will be made. Print the shipping label and affix to box 
  6. Drop off the package at the nearest Canada Post Office
  7. If the product is no longer available, a refund will be issued and you will receive a confirmation with the details 
  8. For Order Errors made by the consumer, products must be received before a new package is shipped. Upon receipt of the package, you will receive an email confirming reception along with a status update for the reshipment
Reimbursements 

The refund will be made via the same payment method that was used for your initial purchase. 

You will receive the return confirmation by email once the return has been completed. 

If you do not see a credit to your account within 14 days, please contact us so that can we can inquire about this issue with our provider.