Customer Care

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Frequently asked questions

What type of hair does Maison M offer?

Maison M offers several carefully selected hair collections, each created for a different Maison experience.

The Maison Essentials are crafted from high-quality virgin hair, offering beautiful quality, softness and versatility for everyday wear.

Beyond the Essentials, Maison M offers Cambodian Mink Virgin Hair and Vietnamese Raw Hair, selected for their exceptional quality, natural characteristics and longevity.

Each collection is sourced with the House's standards of quality, craftsmanship and intention in mind.

What is the difference between The Maison Essentials and the premium collections?

The Maison Essentials are designed as an introduction to Maison M — offering high-quality virgin hair for everyday wear and for those discovering the House for the first time.

Our Cambodian Mink Virgin Hair and Vietnamese Raw Hair collections represent a more elevated offering, with more exclusive sourcing and naturally distinctive hair characteristics.

What is Cambodian Mink Virgin Hair?

Our Cambodian Mink Virgin Hair is selected for its softness, natural movement and luxurious finish.

It is virgin hair that has not undergone the same level of processing associated with conventional hair extensions, allowing it to retain its natural characteristics.

What is Vietnamese Raw Hair?

Vietnamese Raw Hair is sourced in its natural state and selected for its exceptional quality, strength and natural texture.

Because raw hair has not been chemically altered to create uniformity, natural variations between bundles may occur. These characteristics are part of what makes raw hair unique.

Are all Maison M textures exactly the same?

No. Natural hair can vary slightly in texture, movement, colour and density.

These subtle differences are part of the character of premium and raw hair and should not necessarily be considered imperfections.

What density should I choose?

Maison M currently offers 180% and 200% density.

180% offers a softer, more natural fullness.

200% provides a fuller, more voluminous appearance.

If you are unsure which is right for you, contact us before ordering and we can help you choose.

What lace options do you offer?

Depending on the unit, Maison M offers:

4x4 HD
5x5 HD
13x4 HD
13x6 HD

The available lace options will be displayed on the relevant product page.

What lengths are available?

Available lengths vary by collection and product. Please refer to the individual product page for the available options.

Can I request a custom specification?

If you require a specification that is not listed on the website, please contact Maison M before placing your order.

We will let you know whether your request can be accommodated.

Can Maison M hair be coloured?

Yes. Our hair can be coloured by a professional colourist.

However, colouring is a chemical process and can affect the condition and longevity of the hair. We strongly recommend using an experienced professional who understands premium human hair and wig construction.

Do you offer pre-coloured hair?

Yes.

Our pre-coloured pieces are available through The Pure Radiance Curation — Maison M's edit of blonde and custom-coloured pieces.

Can I order from The Pure Radiance Curation without contacting you?

We ask that you contact us before placing an order from The Pure Radiance Curation.

Please DM us on Instagram @maisonmhair or email the House so that we can discuss your desired colour and ensure the selected piece is suitable for you.

Can Maison M recommend a colourist?

Yes.

We have a network of professional colourists who have previously worked with Maison M hair and have been approved by the House.

If you would like your hair coloured, contact us before ordering and we can recommend a suitable colourist based on the colour and service you are looking for.

Can I use my own colourist?

Yes, but we strongly recommend choosing a professional with experience working with premium human hair and wigs.

Maison M cannot guarantee the outcome or condition of hair following colouring or chemical treatment carried out by a third party.

Are Maison M units made to order?

Yes. Maison M units are available on a pre-order basis and are prepared specifically for each customer.

What do I need to provide when ordering a wig?

When purchasing a wig, please select your wig cap size at checkout.

You can choose:

S — Small
M — Medium
L — Large

If you know your exact head circumference, you may also provide your specific circumference measurement.

Please ensure your measurements are accurate before placing your order, as your unit will be prepared according to the specifications provided at checkout.

If you are unsure of your size, please contact us before ordering and our team will be happy to assist.

How long will my order take?

Please allow up to 2 working days for processing, followed by approximately 5 working days for shipping.

UK orders are typically delivered within 7–10 working days from the date the order is placed.

Working days exclude weekends and public holidays.

Orders placed over the weekend will begin processing on the next working day.

Will I receive tracking information?

Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.

Do you ship internationally?

Yes. Maison M ships internationally.

For EU and other international destinations, please allow approximately 10–14 working days from dispatch.

International orders may be subject to customs clearance, which can result in additional delays.

Any customs duties, taxes or import charges are the responsibility of the customer.

Can I change or cancel my order?

Because Maison M units are prepared specifically for each customer, changes or cancellations may not be possible once processing has begun.

Please carefully review your hair specifications, wig size, colour, length, density and lace selection before completing your order.

If you are unsure about anything, please contact us before purchasing.

What if I need my hair for a specific date?

Our delivery timeframes are estimates, so we strongly recommend ordering well in advance of any appointment, holiday, event or special occasion.

Once your order has been dispatched, delivery is handled by the courier and is outside Maison M's direct control.

We recommend allowing additional time for international orders, peak periods and public holidays.

Can I return my Maison M unit?

Due to the nature of our products and hygiene considerations, we cannot accept returns of hair that has been worn, used, altered, washed, cut or styled.

If you have received an incorrect or faulty item, please contact us within 72 hours of delivery with clear photographic evidence.

Please see our full Returns Policy for further information.

Do you offer exchanges?

We do not generally offer exchanges.

Customers are responsible for carefully checking their order specifications before completing checkout.

If you are unsure about your selection, please contact us before ordering.

What if I receive the wrong item?

Please contact us within 72 hours of delivery with clear photographs of the item and your order details.

Our team will review the issue and advise you on the next steps.

How long will my Maison M order take?
All Maison M units are available on a pre-order basis and prepared specifically for each customer.

Please allow up to 2 working days for processing, followed by approximately 5 working days for shipping.

UK orders are typically delivered within 7–10 working days from the date the order is placed.

Working days exclude weekends and public holidays. Orders placed over the weekend will begin processing on the next working day.

What are your shipping costs?

UK: Shipping calculated at checkout
Europe: Free shipping
USA: $30
Rest of the World: $30

Do you ship internationally?
Yes. Maison M ships worldwide.

For European and international orders, please allow approximately 10–14 working days from dispatch.

International shipments may be subject to customs clearance, which can cause additional delays.

Are customs fees included? No. Any customs duties, import taxes or additional charges applied by the destination country are the responsibility of the customer.

Will I receive tracking information?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.

Can my order be delayed?
Delivery timeframes are estimates only. Delays may occur due to couriers, customs, public holidays, peak periods or circumstances outside our control.

Once an order has been dispatched, delivery is handled by the courier. We strongly recommend ordering well in advance of any appointment, event or special occasion.

Can I collect my order?
Yes. Collection is available in South East London by arrangement.

Use the code COLLECTION at checkout, then DM @maisonmhair to confirm your collection time. Collection is subject to our schedule and must be confirmed before attending.