FAQs
I HAVE NOT RECEIVED MY ORDER
If your order is marked as delivered but you have not received it, please contact our Customer Care team within 3 days of the delivery date. Due to courier insurance requirements, we may be unable to investigate or replace missing parcels reported after this period.
Please also ensure your delivery address is correct before placing your order, as we cannot replace orders delivered to an incorrectly provided address.
Can I amend or cancel my order?
Unfortunately, once an order has been placed, we’re unable to cancel or make changes to it. Please ensure your delivery address, items and order details are correct before completing your purchase.
DO YOU SHIP INTERNATIONALLY?
Yes, Maison Maïa ships worldwide. If your country isn’t available at checkout, please contact our Customer Care team and we’ll be happy to assist you with your order.
How do I return an item?
We have a dedicated returns portal for all UK customers. It's as simple as typing in your email to pull up your return. The below terms apply:
HOW DO I EXCHANGE AN ITEM?
Unfortunately, we don't offer exchanges. If you would like to order a different size, please return the original item and place a new order
DO YOU CHARGE FOR RETURNS?
Yes, a return fee applies and will be deducted from your refund. The applicable return cost for your location can be found on our Returns Portal when arranging your return.
WHAT DO I DO IF ONE OF MY ITEMS IS FAULTY?
If you believe your item has arrived faulty, please submit a return through our Returns Portal within 7 days of delivery and select ‘Faulty Item’ as the reason.
Our team will then carry out the necessary checks and assist you accordingly.
DO I HAVE TO PAY VAT AND DUTY ON MY ORDER?
Unfortunately, we do not cover VAT and Duty costs on any orders outside of the UK. This includes Northern Ireland and ROI. Each country has varying policies in regards to VAT and duty so you would be best to check on your official government website prior to ordering.
We are currently working hard to get all VAT and duties covered for all countries and will update you in our newsletter as soon as we can!
HOW DO I SPEAK TO THE CUSTOMER CARE TEAM?
If you need any further assistance, you can contact our Customer Care team via the Contact Us page on our website or message us on WhatsApp at +44 7418 627278.
Our team will be happy to assist with any questions regarding your order or Maison Maïa pieces.
MY ORDER IS LATE.. WHAT DO I DO?
Please note that dispatch and shipping times are separate. The delivery timeframe shown at checkout begins once your order has been dispatched from our warehouse.
We aim to dispatch orders as quickly as possible, however, during busy periods please allow up to 3 working days for processing.
If your order is urgent or you need further assistance, please contact our Customer Care team via our Contact Us page or WhatsApp.