FAQS

Visit maison-close.us. Select your shipping country.

Browse our collections, select the items you wish to buy, choosing the size and color if required, then add them to your basket. Once you have selected your items, click "Checkout" and follow the instructions to complete your order.

Once your order has been dispatched, you will receive an e-mail with a tracking number. You can use this number to track your order in real time.

Once your order has been confirmed, it will not be possible to modify or cancel it. However, rest assured, you have 30 days from the receipt of your order to make a return, and returns are free of charge.

Don't forget to check your junk mail or spam folder. If the e-mail isn't in there, please contact our customer service department at the following address: satisfaction@maison-close.com

You can find delivery information here.

Yes, we deliver internationally. Delivery times and charges may vary depending on the destination. You can find delivery information here.

Delivery costs vary according to the method chosen and your location. You can find delivery information here.

UNITED STATES OF AMERICA

Shipping method:

• UPS - Express Saver: 3 to 5 days at $10,50 and Free Delivery from $89

If you have any problems tracking your order, please contact our customer service department at the following address: satisfaction@maison-close.com.

1. First make sure that your parcel has not been given to one of your neighbours or a member of your household.
2. If this is not the case, you can contact the customer service department at the following address: satisfaction@maison-close.com. We will provide you with a solution as quickly as possible.

Please contact our customer service department at the following address: satisfaction@maison-close.com to tell us whether you would like the order to be resent or refunded.

If your parcel has been declared lost by the carrier, please contact our customer service department at the following address: satisfaction@maison-close.com

How to make a return

To return an item, simply follow these steps:

1. Go to our return portal via the “Make a return” link or from your My Account section.
2. Select the relevant order, tick the items you wish to return, and indicate the reason for return.
3. Choose your preferred return option: refund, exchange, or store credit.
4. Confirm your request: a prepaid return shipping label will be automatically generated.
5. Print the label and securely attach it to your package.
6. Important for customs clearance: Print three copies of the invoice we sent you and place them in a transparent pouch on the outside of the package.
7. Drop off your package with the carrier indicated on the label. You can track your return using the tracking number provided.
8. Once we receive and validate your return, we will process your refund within 30 days, in accordance with our return conditions. You will be notified when your refund has been issued.

Please note:

• Each return label is strictly linked to a specific order.
• If you are returning items from multiple orders, please ship each order in a separate package with its corresponding label. It is not possible to combine multiple orders into a single shipment.

Return are free of charge. You have 30 days from the date of receipt of your order to ship your articles.

The returned product must be :

• Unworn.
• Unwashed.
• In its original packaging.
• With its original label.
• With sealed safety seal.

For hygiene reasons, the following items cannot be returned: nipple covers, micro thongs, latex pieces, and BeGloss products for latex.

If the packaging has been opened, the following items cannot be returned: stockings, tights, socks, candles, and masks.

Gift boxes are neither returnable nor exchangeable.

Maison Close reserves the right not to refund items if any of the above conditions are not met.

If the item is non-refundable, we may return it to you at your expense in accordance with our returns policy.

Once we have received and inspected the returned items, your refund will be processed within 14 working days. You will receive an e-mail confirmation as soon as the parcel is received and a second e-mail confirmation once the refund has been processed.

The refund will appear on the payment method used for the order.

Returning a product is free of charge. You have 30 days from the date you receive your order to return an item.

Shipping charges will not be refunded when returning an order.

If you have received a damaged item, the quickest way to resolve the issue is to submit your request via our Return Portal:

1. Go to our return portal through the Make a return link or from your My Account section.
2. Select the relevant order and tick the damaged item(s).
3. In the reason for return, select Defective/Damaged item.
4. The only available option is Refund.
5. Confirm your request to generate your prepaid return shipping label.
6. Customs requirement: Print three copies of the invoice we sent you and place them in a transparent pouch on the outside of your package.
7. Drop off your package with the carrier indicated on the label. You can track your return using the tracking number provided.
8. Once we receive and validate your return, we will process your refund within 30 days, in accordance with our return conditions. You will be notified once your refund has been issued.

If you cannot access the portal or encounter any issues, please contact our customer service team at satisfaction@maison-close.us with the following information:

• Your order number
• The reference number of the damaged product
• Photos clearly showing the damage

Important: Each return label is linked to a specific order. If you have multiple orders with damaged items, please return each one separately using its own label.

If you have received an incorrect item, the fastest way to resolve this is to submit your request via our Return Portal:

1. Go to our return portal through the Make a return link or from your My Account section.
2. Select the relevant order and tick the item(s) you received in error.
3. In the reason for return, select Wrong product received.
4. Add a short comment describing the issue and upload clear photos showing the incorrect item.
5. The only available option is Refund.
6. Confirm your request to generate your prepaid return shipping label.
7. Customs requirement: Print three copies of the invoice we sent you and place them in a transparent pouch on the outside of your package. Prices must be indicated as $1, as this is a merchandise return.
8. Drop off your package with the carrier indicated on the label. You can track your return using the tracking number provided.
9. Once we receive and validate your return, we will process your refund within 14 days, in accordance with our return conditions. You will be notified once your refund has been issued.

If you cannot access the portal or encounter any issues, please contact our customer service team at satisfaction@maison-close.com with the following information:

• Your order number
• The reference number of the product received in error
• Photos clearly showing the incorrect item

Important: Each return label is linked to a specific order. If you have multiple orders with incorrect items, please return each one separately using its own label.

We do not include paper return slips in our parcels. To make a return, please use our Return Portal:

1. Go to our return portal through the Make a return link or from your My Account section.
2. Select the relevant order and tick the item(s) you wish to return.
3. Choose the reason for return from the available list (e.g., Defective/Damaged item, Wrong product received, or Other).
4. The only available option is Refund.
5. Confirm your request to generate your prepaid return shipping label.
6. Customs requirement: Print three copies of the invoice we sent you and place them in a transparent pouch on the outside of your package.
7. Drop off your package with the carrier indicated on the label. You can track your return using the tracking number provided.
8. Once we receive and validate your return, we will process your refund within 14 days, in accordance with our return conditions. You will be notified once your refund has been issued.

Important: Each return label is linked to a specific order. If you are returning items from multiple orders, please ship each one separately using its own label.

We do not offer exchanges. If you would like a new size, a different style, or a different colour, please return the item(s) and place a new order on our website.

To return your item(s), please use our Return Portal:

1. Go to our return portal through the “Make a return” link or from your My Account section.
2. Select the relevant order and tick the item(s) you wish to return.
3. Choose the reason for return from the available list (e.g., Size too small, Size too large, or Other).
4. The only available option is Refund.
5. Confirm your request to generate your prepaid return shipping label.
6. Customs requirement: Print three copies of the invoice we sent you and place them in a transparent pouch on the outside of your package.
7. Drop off your package with the carrier indicated on the label. You can track your return using the tracking number provided.
8. Once we receive and validate your return, we will process your refund within 14 days, in accordance with our return conditions. You will be notified once your refund has been issued.

Important: Each return label is linked to a specific order. If you are returning items from multiple orders, please ship each one separately using its own label.

A size guide is available on each product page. We recommend you check it before making your purchase to make sure you choose the right size for you.For individual support, contact our customer service department at the following address: satisfaction@maison-close.com.

Click on the "Notify me by e-mail" tab on the product page. You will be notified by e-mail when the product is back in stock.

The payment methods accepted on the website are :

• Credit card (Visa, Mastercard, American Express, Electron).
• PayPal.
• Shop pay
• Maison Close E-gift card.

To use your gift card, enter the code you received by e-mail in the "discount code or gift card" tab before confirming your payment.Find out all about the Maison Close E-Gift Card here.

• Make sure that the bank details you enter are correct.
• Try paying on another browser.
• Contact your bank to check whether the transaction has been rejected by them.

As a last resort, please contact our customer service department at the following address: satisfaction@maison-close.com

To create an account, click "Login/Register" at the top right of the home page and fill in the required information, then press "Create". Once you have created your account, you can easily manage your orders and preferences.

• You can join our "Close to You" loyalty programme and enjoy exclusive benefits when you shop at maison-close.com.
• Priority access to the "Private Line": exceptional limited edition pieces.
• Track the processing and shipping of your orders.
• View all your order history and purchase invoices.
• Add or change your delivery details.
• Create a list of favourite products to save or share your hot picks.

If you're having trouble logging in, click "Forgotten your password?" when logging in and follow the instructions to reset your password.If you are still unable to login, please contact our customer service department at the following address: satisfaction@maison-close.com.

You can change your personal details by logging into your account, then going to the "View addresses" section to make your changes.
If you wish to delete your account, contact our customer service department at the following address: satisfaction@maison-close.com stating the nature of your request. Your account will be deleted within 24 to 48 hours. Once it has been deleted, you will receive a confirmation e-mail.

If you have placed your order as a guest, you can track its processing and shipment via the tracking number that has been sent to you by e-mail.

Go to the section at the bottom of the home page and enter your e-mail address. When you register, you'll receive a 10% discount by e-mail off your next order, enjoy exclusive offers and get a sneak preview of new Maison Close products.

To add an item to your list of favourites, simply click the hearts on our product pages. Your favourite articles are automatically saved in your "Favourites" section, so you can view or share them as you wish.

To unsubscribe from the newsletter, click "Unsubscribe" at the bottom of the last newsletter you received.

To use your promo code, enter it in the discount tab located in your cart before the payment step.

Find all the information about our referral program here.