FAQS

ORDERS

How do I place an order on the official Maison Close website?

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.

Where can I track my 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.

Can I change or cancel my order after it has been placed?

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.

I haven't received my order confirmation e-mail.

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

DELIVERY

What are the delivery times?

You can find delivery information here.

Do you deliver internationally?

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

What are the delivery costs?

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

What delivery methods are available?

UNITED STATES OF AMERICA

Shipping method:

  • UPS - Express Saver: 3 to 5 days at $10,50 and Free Delivery from $89
What should I do if the tracking number for my parcel doesn't work?

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

I haven't received my order but the tracking shows that it has been delivered?
  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.
My parcel has been returned to sender?

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.

My parcel has been declared lost?

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

RETURNS AND REFUNDS

How do I return an item?

Please follow the return instructions included in your parcel or:

  • Make sure you have your order number starting with "#MC", which can be found in your Maison Close account or on the order confirmation e-mail. (Remember to put the # in front of your order number).
  • Click on the button below and you will be redirected to our returns management platform. Follow the instructions.

RETURN SOMETHING.

  • Print your prepaid return label.
  • Send the package back.
What are the criteria for returning a product?

The returned product must be :

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

We will not accept returns of any latex products that have been worn, washed or if any product has been applied to them.
For hygiene reasons, nipple pasties cannot be returned.
Accessories such as stockings, tights, socks, candles and masks cannot be returned if the packaging has been opened.


Maison Close reserves the right not to refund a product if any of the above conditions are not met.
Products returned damaged, soiled or without a label and sealed security seal will not be accepted.
If the product is non-refundable, we may return it to you at your expense in accordance with our returns policy.

When will I receive my refund?

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.

How will I be refunded?

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

How much does it cost to return a product?

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

Are the shipping costs refunded following a return?

Shipping charges will not be refunded when returning an order.

I received my order with a damaged item?

If you notice when you receive your order that one or more products are damaged, please report this immediately to our customer service department at the following address: satisfaction@maison-close.com.

Please include in your e-mail :

  1. The order number.
  2. The reference number of the product in question.
  3. Photos of your damaged item.
  4.  

Our customer service team will get back to you quickly with a suitable solution.

I received something that I did not order?

We're sorry about the problem you are experiencing with your order.
Please contact our customer service department at the following address: satisfaction@maison-close.com


Please include in your e-mail :

 

  1. The order number.
  2. The reference number of the product in question.
  3. Photos of the item that do not match your order.

 

Our customer service team will get back to you quickly with a suitable solution.

I didn't find a returns slip in my parcel, how do I return something?

To return your item, please follow the returns procedure and conditions here: (returns link).
The return label should be printed at the end of the procedure.

I'd like to exchange an item. Is that possible?

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. (Changer selon le site)Please follow the returns procedure and conditions here

PRODUCTS

How do I choose the right size?

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.

I would like to be informed when a product is back in stock?

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.

PAYMENT

What payment methods do you accept?

The payment methods accepted on the website are :

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

My payment isn't going through?
  • 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

CUSTOMER ACCOUNT

How do I create an account?

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.

What are the advantages of having a Maison Close customer account?
  • 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.
What should I do if I can't login?

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.

How can I change my personal details?

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.

How can I track my order as a guest?

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.

How do I subscribe to the newsletter?

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.

How do I create and use a favorites list?

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.

How can I unsubscribe from the newsletter?

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

OFFERS

How do I use my promo code?

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

How does the referral program work?

Find all the information about our referral program here.