Frequently Asked Questions
Answers about products, pre-shipment photos, orders, delivery and returns.
Before You Order
Are the products sold by Carry Maison official brand merchandise?
No. Carry Maison is not an authorized retailer or partner of the luxury brands referenced on this website. Products sold by Carry Maison are not offered as official brand merchandise.
They do not include brand-issued warranties, official brand authentication or official brand after-sales service.
Are the product-page photos the exact item I will receive?
Not necessarily. Product-page images are used to show the style, color and design being offered.
The actual item prepared for your order is photographed separately before shipment and sent to you for review.
Will I see the actual item before it ships?
Yes. Once your item has been prepared and checked, we send photos of the actual item before dispatch.
You see it first. Then we ship.
What if I have a concern after seeing the pre-shipment photos?
Let us know before the item ships.
We can review the area you are concerned about and explain the available next step based on the actual item. If needed, we can take a closer look or check whether another suitable option is available.
What if I can’t find the style, size or color I’m looking for?
Contact us with the style, size, color or hardware you are looking for. If you have a reference photo, you can send that as well.
We will check what may be available at that time.
Order & Delivery
What happens after I place an order?
After your order is placed, the item is prepared and checked before shipment.
Once the order has shipped, tracking information is sent to you.
Where is my order prepared and shipped from?
Many Carry Maison orders are prepared and fulfilled through independent partners based in China.
The shipping origin may vary depending on the item and the order. Tracking information is provided once the order ships.
When will I receive tracking information?
Tracking information is sent after your order has been prepared, checked and handed to the carrier.
Preparation and pre-shipment review are separate from delivery transit time.
Delivery transit time begins after the parcel has actually shipped.
What packaging is included?
Packaging varies by item.
Unless specifically stated on the product page or confirmed before shipment, please do not assume that an order includes an official brand box, official retail packaging or other official brand accessories.
Items are packed with appropriate protection for shipping. If packaging is important to you, please contact us before placing your order.
Returns & Support
Can I return my order?
Eligible orders may be returned within 30 days of receiving the item.
Full eligibility requirements, item-condition requirements and return instructions are explained in our Shipping & Returns Policy.
What if something is wrong when my order arrives?
If your item arrives damaged, you receive the wrong item, or you notice a significant issue, please contact us.
To help us understand the situation, send:
- Your order number
- A few clear photos
- A short description of what you noticed
We will review the order and the photos and let you know the next step.
You do not need to decide what type of issue it is before contacting us.
Contact
How can I contact Carry Maison?
Email: hello@carrymaison.com
If your question is about an existing order, please include your order number.
We usually reply within 1–2 business days.
Send us a message.
If you cannot find the answer here, contact us and tell us what you need help with.
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