FAQ
ORDERS
CAN I CANCEL OR CHANGE MY ORDER?
Once confirmed, orders cannot be changed or canceled. If there's an issue, contact contact@maisonmarronetamis.comimmediately, and we'll do our best to assist.
I DIDN’T RECEIVE AN ORDER CONFIRMATION. WHAT SHOULD I DO?
Check your spam folder. If it’s not there, contact us at contact@maisonmarronetamis.com.
I HAVEN’T RECEIVED MY ORDER YET. WHAT SHOULD I DO?
Check if your order was a pre-order (details on the product page). If not, contact us at contact@maisonmarronetamis.com for assistance.
SHIPPING
WHEN WILL MY ORDER BE SHIPPED?
Orders are shipped within 1-2 business days. During sales or busy periods, it may take 1-4 business days.
DO I HAVE TO PAY FOR SHIPPING?
Shipping is free for orders over €200. For orders below €200, shipping costs depend on your location. More details here.
PRE-ORDERS
WHAT IS A PRE-ORDER?
A pre-order allows you to reserve an item before it’s produced. Estimated shipping dates are listed on the product page. More details here.
WILL I GET UPDATES ON MY PRE-ORDER?
Yes, we’ll send updates throughout the process.
RETURNS & EXCHANGES
HOW DO I RETURN AN ITEM?
Returns are accepted within 14 days. Pre-paid return labels are provided. A fee of €6,00 (Europe) or €25.00 (rest of the world) will be deducted from your refund.
More details here.
WHEN WILL I GET MY REFUND?
Refunds are processed within 10 business days of receiving your return. The amount will appear in your account within 1-5 business days after processing.
CAN I EXCHANGE AN ITEM?
Yes, exchanges are possible. Once your return is processed, we’ll ship the new item.
GENERAL INFORMATION
WHERE ARE YOU LOCATED?
Our office is in Oldenburg, Germany:
Haarenufer 17, 26122 Oldenburg.
DO YOU HAVE A PHYSICAL STORE?
Not yet, but we’re working on it!
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, Mastercard, Maestro, Visa Electron, American Express, Klarna, and PayPal.
FAULTY ITEMS
I RECEIVED A FAULTY OR WRONG ITEM. WHAT SHOULD I DO?
Email contact@maisonmarronetamis.com with your name, order number, and photos of the issue within 14 days. We’ll assist you promptly.