FREQUENTLY ASKED QUESTIONS

We’d love to hear from you. Simply email us at admin@malmaison.com.au and let us know how we can assist.

Feel free to include the best way to reach you (whether by phone or email), and a little detail about your enquiry. We’ll reach out soon to help in any way we can.

While our Flagship Store closed in 2010, Malmaison continues to bloom online. From time to time, we do open our Castlemaine warehouse to the public for special shopping events.

To be the first to know when these occur, we invite you to join our email list and follow us on Instagram or Facebook, where we share upcoming dates.

If you’d like more information about a product, we’re always here to help, simply email us at admin@malmaison.com.au.

Absolutely! We love adding that special touch. We offer elegant gift wrapping to add a thoughtful finishing touch to your purchase. Simply select the gift wrapping option when choosing your item.

If your gift is for a particular occasion such as a wedding, birthday or housewarming, feel free to leave us a note at checkout. We’ll tailor the presentation with extra care.

Please note, due to their size, some larger or bulky pieces may not be suitable for wrapping, rest assured, all orders are packed with beauty and intention.

While we don’t currently offer a formal Gift Registry, our Wishlist feature is a lovely alternative for special occasions.

Simply click the heart iconon any product, name your Wishlist to suit the occasion, for example, wedding, birthday or housewarming, then add your favourite pieces and share with loved ones.

We’ll even send you gentle reminders from time to time, so you can continue adding as inspiration unfolds.

Oui, it’s our way of saying Merci. As a Malmaison customer, you’ll start earning points simply by shopping with us, sharing the love, and celebrating the art of living beautifully.

Follow this link to join our Rewards Program and let the magic begin.

Yes! When we dispatch your order for delivery you will receive a unique tracking number by email. Once you have this tracking number you can check the current status of your shipment.

We take great care to dispatch your order within 24 hours of receiving it (Monday to Friday). Our warehouse is nestled in Victoria, so delivery times will vary depending on your location.

For most metro areas in VIC, NSW, SA and QLD, parcels typically arrive within 1–3 business days from dispatch. If you're in TAS, WA, NT, Northern QLD, or a regional area, we kindly ask you to allow 5–7 business days.

While we partner with Australia Post to deliver your parcel safely, please note that delivery timeframes are estimates and not guaranteed. You’ll receive a tracking number via email so you can follow your parcel’s journey every step of the way.

For more detail, feel free to visit our Shipping Policy.

If you’ve forgotten something or found another piece you'd love to add, we’ll do our best to assist. Please email us at admin@malmaison.com.au within 24 hours of placing your order.

If you're adding larger or heavier items, please note that shipping costs may be adjusted accordingly.

Once your parcel has been dispatched, sadly we’re unable to make changes or cancellations, however we’re always happy to help where possible before that stage.

First, we recommend checking your junk or spam folder - occasionally our emails like to hide there.

If you still can’t locate your confirmation, please reach out to us at admin@malmaison.com.au. We’ll be happy to confirm the email address linked to your order, as your tracking details will also be sent to that address.

We take great care in packing your order, but if something isn’t quite right, we’re here to help.

If you’ve received the wrong item:

Please email us at admin@malmaison.com.au within 48 hours. Be sure to include your full name, order number, and photos of the item you received (including the SKU or label, if possible).

If your item has arrived damaged:

We’re so sorry - we understand how disappointing this can be. Please send us an email at admin@malmaison.com.au with your full name, order number, and clear photos of the damage. Please also send photos of the box the item was delivered in highlighting any external damage or impact.

In both cases, kindly keep the item and all packaging in their original condition, as this may assist with returns or collection. We will be in touch within 24–48 hours to assist you with next steps.

We accept all major credit and debit cards, including Visa, Mastercard and American Express, as well as PayPal, Afterpay and Apple Pay and Google Payfor your convenience.

Whether you're treating yourself or gifting a loved one, we've made checkout as seamless, secure and beautifully simple as possible.

We know the feeling - when you’ve found that perfect piece and it’s not quite available.

For any sold-out item, simply click the ‘Notify Me When Available’ button on the product page. We’ll send you a gentle email the moment it’s back in stock.

Please keep in mind that some of our pieces are produced in limited runs or are one-off finds, so we recommend registering your interest early.

If you’d like to check in about restock timing or availability, feel free to email us at admin@malmaison.com.au,we’re always happy to help.

While we’re unable to place items on hold without payment or a deposit, we do offer Afterpay allowing you to secure your chosen piece now and enjoy the flexibility of paying over time.

If you need help deciding or have questions before purchasing, we are always here to assist.

While all Malmaison orders are typically shipped directly from our Castlemaine warehouse to your home, local pickup is available for customers in the area.

If you're nearby and would prefer to collect your order, simply select Local Pickup at checkout and we’ll let you know once your order is ready.

What happens if I order something on Pre-Order?

To help you secure pieces you love, we sometimes offer select items on Pre-Order,allowing you to purchase in advance before stock arrives. These products will be clearly marked with an expected arrival date on the product page.

What if I order Pre-Order and in-stock items together?

If your order includes both pre-order and in-stock pieces, we’ll ship everything together once your pre-order item arrives. This helps us minimise shipping costs for you.

If you'd prefer to receive your in-stock items sooner, we recommend placing two separate orders.

Please note: Pre-Order dates are our best estimate and may occasionally shift due to supplier or freight delays.

As much as we adore beautiful things, we know technology isn’t always as charming. If your discount code isn’t applying as expected, please don’t hesitate to contact us at admin@malmaison.com.au.

We’ll be happy to assist and make sure your shopping experience is as seamless and enjoyable as possible.

We offer flat-rate standard shipping for $16.95 Australia-wide, with free shipping on orders over $350 (excluding bulky items). Express delivery is also available from $24.95.

With the exception of *bulky items, you’ll always see your full shipping cost at checkout before placing your order - no surprises, just timeless pieces on their way to you.

*Some bulky or delicate items may incur additional handling fees, these will be noted on the product page and calculated at checkout.

For all the details, please see our full Shipping Policy.

Yes, unless requested otherwise, all Malmaison orders are sent with Authority to Leave (ATL). This means our delivery partners will leave your parcel in a safe place at your address without requiring a signature. Once delivered, the parcel is considered fulfilled.

If you would prefer to sign for your delivery, please let us know in the order notes at checkout. In this case, if no one is home, your parcel will be redirected to your local Post Office or courier depot for collection.

Please note: Malmaison is not liable for any lost or stolen parcels once a proof of delivery has been provided by our shipping partners.

Yes, we do. We work with a range of trusted delivery partners to ensure your parcel arrives wherever is most convenient for you, including PO Boxes and Parcel Lockers.

Yes, we’re delighted to offer international delivery to most destinations worldwide.

Our international shipping rates begin at $45.00 AUD. For larger or heavier items, an adjusted rate may apply, in which case, we’ll contact you before dispatch to confirm the details.

For estimated delivery timeframes and further information, please see our full Shipping Policy.

We completely understand, choosing something special for your space is as much about feeling as it is about function. If your piece doesn’t feel quite right once it arrives, we offer full refunds within 7 days of purchase, and exchanges within 30 days.

To be eligible, items must be unused, in their original packaging, and returned in saleable condition. We kindly ask that return postage for change-of-mind is covered by the customer, and that returns are packaged with care, as we’re unable to offer refunds for items damaged in transit.

If your item arrives and appears to be faulty, please email us at admin@malmaison.com.au with a description and photos so we can make things right.

For all the finer details, please visit our full Returns Policy.

Our sale pieces are offered as final sale, and as such, we’re unable to accept returns or exchanges on these items.

We understand that choosing something special for your home is a meaningful decision. If you’d like a little extra guidance before placing your order, our team is always here to help you feel confident in your selection.

You can find more details in our Returns Policy.

Our eGift Cards are the perfect way to share something beautiful, especially when distance makes in-person gifting tricky.

Delivered instantly via email, they include your own personal message and simple instructions for redemption at checkout. There are no additional processing fees, and they can be used anytime on our online store.

Click here to purchase an e-Gift Card and brighten someone’s day with timeless elegance.

Our e-Gift Cards are valid for a full three years from the date of purchase, giving your loved ones plenty of time to find something truly special.

It’s the gift of timeless choice, made to be enjoyed when the moment feels just right.

Redeeming your Malmaison e-Gift Card is beautifully simple. Once you’ve added your chosen pieces to your cart, proceed to checkout.

In the box that says ‘Discount code or gift card’, enter your unique gift card number, then click Apply - your balance will be automatically deducted from your total.

Then, all that’s left to do is await your parcel of joy, thoughtfully wrapped and on its way to your doorstep.

When you enter your recipient’s details at the time of purchase, they will receive a beautifully designed email showing the gift card value and their unique code to redeem at checkout.

Prefer to deliver it yourself? You can choose to have the eGift Card emailed to you first. When you forward it on, your recipient will see exactly what you do.