FREQUENTLY ASKED QUESTIONS
General
What is Maison Bona?
Maison Bona is an online retailer offering a carefully curated selection of designer, niche, and luxury fragrances. We are committed to providing a secure, convenient, and enjoyable shopping experience for customers in Malaysia and Singapore.
Do I need an account to place an order?
No. You may place an order as a guest.
Creating an account allows you to view your order history, save your details for faster checkout, and enjoy future loyalty programme benefits where applicable.
Authenticity Guarantee
Are your products authentic?
Some fragrances in our inventory may come from earlier production batches. Fragrance houses occasionally update packaging, labels, bottle details or formulations over time, so older batches may differ slightly from products currently displayed at department-store counters.
These batch and packaging variations can occur naturally over a fragrance’s production history. We carefully inspect our products and strive to ensure every item supplied by Maison Bona meets our quality standards.
If you have questions about the batch or packaging of a particular fragrance, please contact us before ordering and our team will be happy to assist.
Why does my product look different from the website photo?
From time to time, fragrance brands update their packaging, bottle design, labels, or boxes.
As a result, the product you receive may differ slightly from the images displayed on our website. These manufacturer updates do not affect the authenticity, quality, or performance of the fragrance.
I’m unsure about a fragrance. Can you help before I purchase?
Absolutely.
If you need assistance choosing a fragrance or have any questions before placing an order, please email us at hellomaisonbona@gmail.com. We’ll be happy to assist you.
Orders
How do I place an order?
Simply browse our website, add your selected products to your shopping cart, and proceed to checkout.
After your payment has been successfully completed, you will receive an order confirmation email.
Can I cancel my order?
Yes, cancellation requests may be accepted if your order has not yet been packed or dispatched.
Once an order has been dispatched, it can no longer be cancelled.
Can I modify my order after it has been placed?
If your order has not entered processing, we’ll do our best to assist.
Please contact us as soon as possible. Once an order has been packed or dispatched, modifications cannot be guaranteed.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout and may include online banking, credit or debit cards, digital wallets, or other payment options supported by our payment providers.
Is my payment secure?
Yes.
Payments are processed securely through our authorised payment service providers. Maison Bona does not store your complete payment card information.
Shipping
Where do you ship?
We currently deliver to:
- Malaysia
- Singapore
How long does delivery take?
After your order has been processed and dispatched:
- West Malaysia: approximately 4–5 business days
- East Malaysia: approximately 6–7 business days
- Singapore: approximately 5–10 business days
Delivery times are estimates and may vary depending on courier operations or circumstances beyond our control.
How can I track my order?
Once your order has been shipped, you’ll receive a shipping confirmation email containing your tracking number.
Do you offer free shipping?
Yes.
Complimentary shipping is available for orders of RM300 and above delivered within Malaysia only.
Singapore orders are subject to the standard shipping fee regardless of order value.
Returns & Refunds
Can I return my order?
Due to the nature of fragrance products, Maison Bona does not accept returns or refunds for change of mind, personal fragrance preference, allergic reactions, or products that have been opened or used.
Please refer to our Return & Refund Policy for full details.
What if I receive the wrong or damaged item?
Please contact us within 7 days of receiving your order.
Include:
- Your order number
- Clear photographs of the product
- Photographs of the parcel
- A brief description of the issue
We’ll review your request and assist you as quickly as possible.
Products
Why does the fragrance colour differ from another bottle?
Some fragrances naturally vary slightly in colour between production batches.
This is normal and does not affect the quality, authenticity, or performance of the fragrance.
How should I store my fragrance?
For the best experience, store your fragrance in a cool, dry place away from direct sunlight, heat, and excessive humidity.
Proper storage helps preserve the fragrance over time.
Loyalty Programme
How do I earn loyalty points?
Where applicable, eligible purchases will earn loyalty points based on the final purchase value after discounts have been applied.
Can I transfer my loyalty points?
No.
Loyalty points are linked to the account used to place the order and cannot be transferred or exchanged for cash.
Contact Us
How can I contact Maison Bona?
For any enquiries, please email us at:
Our customer support team is available during business hours:
- Monday–Friday: 9:00 AM–6:00 PM (MYT)
- Saturday–Sunday: 10:00 AM–5:00 PM (MYT)
We are closed on Malaysian Public Holidays.
I couldn’t find the answer I was looking for.
We’re here to help.
Please email us at hellomaisonbona@gmail.com, and our customer support team will respond as soon as possible during our business hours.