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.com immediately, 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.
ARE THERE ANY CUSTOMS DUTIES OR IMPORT FEES FOR INTERNATIONAL ORDERS?
We ship from the EU.
Orders outside the EU may be subject to local customs duties or import taxes. These charges are not included and must be paid by the recipient.
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.