FAQ

Order and payment

Will I receive an order confirmation?

Once your order has been placed, you will receive a confirmation email shortly. Please check your spam folder. If you do not receive this email, please contact customer service at info@maisonmatheis.com.

Can I change or cancel my order after placing it?

As soon as we receive your order, we process it immediately. If you wish to make any changes, please contact us as soon as possible. Although we cannot guarantee that these changes can be made, we will do our best to help you.

Why was my payment declined?

Payments may fail due to incorrect information, insufficient funds, or incorrect security settings. Please try another payment method or contact your bank for assistance.

Shipping and delivery

What is the delivery time for my order?

Processing time is 1 to 7 business days depending on product availability. Once the order has shipped, allow 48 business hours for Colissimo (pickup point or home delivery) or 3 to 5 business days for Mondial Relay. You will therefore generally receive your order within 3 to 10 business days from the date of validation.

How much is shipping?

Shipping costs vary depending on your order and delivery address. They will be calculated at checkout. For more information, please see our shipping policy.

Can I track my order?

Yes! Once your item has shipped, you will receive a tracking number by email that will allow you to track your order.

What should I do if my order hasn't arrived?

If your order is delayed or has not arrived within the estimated timeframe, please contact our support team at info@maisonmatheis.com and we will be happy to help you.

Returns and refunds

What is your return policy?

We offer a 14-day return policy. If you are not satisfied with your purchase, you can return the items within 14 days of delivery.

What should I do if I receive a damaged product?

If you receive a damaged or defective item, please contact us immediately at info@maisonmatheis.com, providing details and photos of the issue. We will do our best to resolve it quickly.

When will I receive my refund?

Once your return has been received and inspected, we will send you a confirmation email. We will also inform you whether your refund has been accepted or rejected. If your return is accepted, your refund will be processed and a credit will automatically be applied to your original payment method within 7 business days.

Customer and Account Support

Do I need an account to place an order?

No, you can check out as a guest.

How can I contact customer service?

You can contact our support team by email at info@maisonmatheis.com or via our contact form on the website. We strive to respond within 24 hours.