FAQ

MY ACCOUNT

How can I create my customer account?

Please visit the Maison Kitsuné Account Page here to sign up for an account. Next you will enter personal information including your email address, billing and shipping address. Please be sure to verify all information before saving. By signing into your account, you can display order history, change your password and update billing and shipping address.

Do you share my personal information with third parties?

Any information you provide to Maison Kitsuné will never be shared or sold to a third party.

How can I update the information in my customer account?

Please visit your Maison Kitsuné Account Page here. By signing into your account you can update your personal information, your billing and shipping address and your newsletter subscriptions.

What should I do if I forget my password or if I have trouble logging in?

If you are unable to sign in, please visit your Maison Kitsuné Account Page here and click “Forgot Your Password?” then enter your email address. Once you receive the email follow the instructions provided. If you continue to experience trouble signing in, please email us-support@maisonkitsune.fr

MY ORDER

How can I place an order?

You may place an order directly on the website by selecting the color and size options on any given product page and adding to cart. Please use the checkout feature to purchase the items in you cart.

Do I have to create a customer account to place an order?

No. You can checkout as a guest.

How much does shipping cost?


UNITED STATES CANADA

ORDERS $300+ ALL OTHER ORDERS ALL ORDERS
GROUND
5-8 BUSINESS DAYS
FREE $10.00 N/A
PRIORITY
2-5 BUSINESS DAYS
$25.00 $25.00 $25.00

What is your returns policy?

Full price items may be returned or exchanged within 14 days of receiving your order. Items must be returned unworn, unwashed and unaltered with all original tags and packaging.

For US refunds we deduct $10 to cover shipping and restocking. Refunds for exchanges and store credit are free.

For Canadian returns/exchanges, the customer is responsible for all associated shipping and duties costs.

No returns or exchanges on all sale merchandise. All underwear, bathing suits, hosiery and jewelry are final sale.

Please contact us at us-support@maisonkitsune.fr to request a return.

For more information please visit our Shipping & Returns page.


Can I modify or cancel my order?

We invoice an order upon submission. If your order has shipped, we cannot intercept. You can return your order after it arrives to you, as long as it is eligible for return.

How can I be sure that my order has been received?

You will receive an email confirmation after your order has been placed. The email will contain all the details of your order and should be kept for your records.

How soon will my order be processed?

When using an express shipping method, orders placed before 12:00 pm EST will be shipped the same day. Orders placed after 12:00 pm EST will be shipped the following day. Please allow 1-2 business days for standard ground orders to process and be shipped. During sale period, please allow 3-5 business days for your order to be processed.

How can I view the status of my order?

To view the status of your order, sign in to your account and click "My Orders". We also will send you an automated email with your tracking number once your order has shipped. You can use this to check the status of your delivery.

What can I do if I have trouble placing an order?

Please email us-support@maisonkitsune.fr and we will be more than happy to help place your order.

I reside outside of North America. Can I order on the US website?

Please click on the “Delivery Country” link on the top navigation of the website and select your country of residence.

What if my order was lost in transit?

If your tracking information shows that your package was delivered, but you have not received it, please contact us-support@maisonkitsune.fr. Please note, we do not take responsibility for lost/missing packages that show successful delivery to the order address but will assist with any and all missing package questions or concerns.

PAYMENT

Is my payment secure?

All transactions are encrypted for your safety. Authorization servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.

What payment methods are accepted?

We accept Visa, Mastercard, Discover, American Express, PayPal and Apple Pay.

Do you charge sales tax?

We collect sales tax on all orders shipped to New York State.  Please note that tax calculations are based on the state and county shipping address on your order, as well as item price/classification.

NEWSLETTER

How can I subscribe to the Maison Kitsuné newsletter?

For your convenience, you can subscribe to our newsletter on every page of the website at the footer navigation (bottom of the page) and/or when you create an account. Simply click “SUBSCRIBE”. Enter your full name, email address, country and select if you are interested in Fashion, Music, Coffee. By subscribing to the Maison Kitsuné newsletter, you agree to receive information regarding seasonal product launches, sales, collaborations and events.

How can I unsubscribe from the Maison Kitsuné newsletter?

Please note, with the creation of a Maison Kitsuné account you will receive a subscription to Maison Kitsuné newsletters and informational emails. Should you wish to opt out, you may do so by signing into your account and editing your subscription preferences.

OUR PRODUCTS

I am looking for a product that is not shown on the website?

The website features our current collections and collaborations. If you do not find the product you are looking for, please contact us-support@maisonkitsune.fr with a link or product information that you are looking for, and we will do our best to assist you on it’s availability. We will be more than happy to help locate your item at one of our boutiques, if available.

What if an item I would like to purchase is Out of Stock?

Stock is limited and items tend to sell out very quickly. If you have more questions, please send an email to us-support@maisonkitsune.fr

How can I get more information about a product?

You may visit the product page to find general information including the composition, available colors and sizing. For specific questions you may contact Maison Kitsuné Customer Service by emailing us-support@maisonkitsune.fr

How do I care for the items that I purchased?

Each style has special care instructions attached to the garment. Please follow these instructions carefully. If you have any questions regarding garment care, please reach out to us us-support@maisonkitsune.fr.

CUSTOMER SUPPORT

How can I contact Maison Kitsuné customer support?

You may contact Maison Kitsuné Customer Service by email at us-support@maisonkitsune.fr 

How can I contact you with a complaint?

Maison Kitsuné values all customer feedback and invites you to contact us regarding your experience. Be sure to include all relevant information as well as a form of contact. Please allow up to 48 hours for a response.

ABOUT MAISON KITSUNÉ

How can I obtain the address of a point of sale for Maison Kitsuné products?

Maison Kitsuné has its US flagship location in New York City at 248 Lafayette Street in SoHo. If you do not reside near this location, we invite you to visit your nearest authorized retailer. Please also check our international store locator.

Where can I get more information about the Maison Kitsuné brand?

You can stay informed about the latest news from Maison Kitsuné by subscribing to the Maison Kitsuné newsletter.

How can I apply for a job at Maison Kitsuné?

Please check our Careers page for current openings or send your cover letter and resume to job@maisonkitsune.fr

I am a retailer and I would like to sell the Maison Kitsuné collection?

Please contact our wholesale department by email at us-support@maisonkitsune.fr