FREQUENTLY ASKED QUESTIONS


How secure is it to make a payment when I shop online with La Maison d’Isabelle?

We use a reputable secure third party company called PayPal for all our payments. This guarantees you a safe online shopping experience. For more information on PayPal: www.paypal.com.au


Are any details of my payment kept on La Maison d’Isabelle’s database (e.g. credit card number)

No. Payments are made via the secure third party PayPal and so all credit card and payment information is stored on their secure database. 


What information is kept by La Maison d’Isabelle?

Information you have supplied to enable us to process your order is stored on our database. Your privacy is important to us: this information will not be given to any other party. Please read our Privacy Policy for more information.


How long until I receive my order?

Once an order has been placed and payment confirmation has been received, your parcel will be dispatched 3-4 business days after via Temando. If there is a delay for processing your order for some reason, we will notify you immediately by your ordering email. Delivery times will vary depending on your location.


Can I track my order?

Yes. Once your order has been processed you will receive an email containing a tracking number which will allow you to track your order on the Temando website: www.temando.com/track/


What if I am not at home when a delivery is made?

The shipping carrier will leave a card notifying you of the delivery and advise you on how to go about collecting the package.


Do I have to sign for the delivery?

Yes. La Maison d’Isabelle shipments will not be left unattended and all packages must be signed for by an adult.  Therefore we advise that you give us a delivery address where you are sure that there is always someone to accept the package. Please note that anyone at the delivery address who receives and signs for the goods, La Maison d’Isabelle will presume they are authorised by yourself to do so. 


What is Linen?

Linen is a textile made from the fibers of the flax plant and is very popular in France. In making all of our products, we utilise 100% raw natural linen and import it directly from France to ensure their authenticity and uniqueness.


What if an item is out of stock?

Because our products are all hand-finished or handmade we do occasionally run out of popular designs.  If we do not have your chosen item in stock, we will let you know how long it will take to get it in stock. You will then have the option to either cancel your order and obtain a refund or wait for the item to be dispatched.


Will the product I order be the exact same style and colour as I see on the website?

All handmade products are unique due to variations of colour and/or pattern in the raw materials used, therefore no two products will ever be completely identical. Pattern variations and slight differences in the fabric used and crocheted items may be observed, however, every effort will be made to make them consistent with the product images shown. There may also be some slight differences in the frames being used due to availabilities from our suppliers. Whist we aim to reproduce colours and patterns as accurately as possible as what you see on the website, due to variations in colours and calibrations of monitors and printers the colours may vary somewhat from what you see on screen. 


Can I have an item personalised?

Certain products can be personalised with either a message or the child’s name and/or birthdate. An additional charge is made for each personalised request. Please contact us for any requests not already listed on product pages. Personalised products are not covered by La Maison d’Isabelle’s Returns and Exchanges Policy unless deemed faulty. La Maison d’Isabelle will not be held responsible for any typing or spelling error made by the customer.


Can I have an order gift wrapped and sent to another person?

We can wrap your orders for that special gift. If you would like to include a message with your gift, please let us know.  Please advise if you would like us to send your receipt separately.


If you have any additional questions that are not listed, please do not hesitate to contact us.

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