FAQs

📏 How to choose the right size?
Check out our Size Guide to make sure you choose the size that fits you best.

If you have any doubts, please don't hesitate to contact us by email at contact@maiamepolewear.com . We will be happy to help you find the size that suits you best.

🫧 Do you offer maintenance tips for your products?
Find maintenance tips on each product page and in the “Maintenance tips” section at the bottom of the site.

🪪 How to buy a Gift Card?
Purchasing a gift card is quick and easy:

1. Choose the Amount: Select the amount of the gift card from our different options available.

2. Personalize your Message: Add a personal touch by including a personalized message for the gift card recipient.

3. Instant Delivery: Choose between sending the gift card directly to the recipient's email or having it sent to your own email address for personal delivery.

The satisfaction of our customers is our top priority. If you have any questions or concerns regarding our gift cards, please do not hesitate to contact us. Our team is here to help you.

🛍️ How to place an order on our website?
Simply select your items and click the "Add to cart" button for each item, then proceed to your cart and follow the steps to complete your order and make the payment. Once your order has been completed, we'll send you an order confirmation via email and start preparing your order.

👙Are the articles visible on the site available?
Items displayed in the online store are generally available for sale.

Some items will be pre-ordered with a waiting period and this will be specified directly on the product page.

Some colors or sizes may be out of stock. You will be able to see the product's availability as you select the color and size on the product page. In the rare event that an item becomes unavailable after you've placed your order, you will be notified as soon as possible by email.

✔️ How can I check the status of my order?
After an order is placed, it is shipped as quickly as possible.

You will receive a confirmation email as soon as your package is shipped. You can then check the progress of the delivery on our website in the “Track my order” tab using your email address and your order number.

ℹ️ How can I get information about the status of my
order?
You will automatically receive emails from us to keep you informed about the progress of your order. For additional information, you can also contact us or visit the carrier's website with your order number provided by them.

✍🏻 Can I modify my order after it has been processed?
Even if your order have been processed, it is possible to modify it under certain conditions. If you wish to make changes to your order, we will do our best to accommodate your modifications, as long as they are feasible.

We therefore recommend that you contact us as soon as possible after confirming your order and specify the modifications you wish to make.

We will do our best to accommodate your request to the best of our ability and within the limits of our available stock.

🪡 What is a “pre-order” product?
Some products may not have been manufactured yet or may be in the process of being manufactured. In some cases, it is possible to order them in advance and receive them once they have been produced. If a product is only available for pre-order, you will find this information clearly stated on its product page, along with the estimated production timeframe.

When placing a pre-order, please note that the delivery time will be extended. The estimated delivery time would be listed on the product page at the time of purchase, as well as in the order confirmation email. The delivery time will depend on how much time is needed and the production volume of all pre-ordered products.

🤷🏻‍♀️ I still haven't received my order, what should I do?
Have you received a shipping confirmation for your order? If it has been more than two weeks since your order was shipped and you still haven't received it, please reach out to us with your order number. We'll initiate an investigation and get back to you within 48 hours.

📦 How and when can I return an item?
You have 14 days from the date of receiving your item to change your mind and return it. Returns within Metropolitan France are free. For returns from other countries, the shipping costs will be at your expense.

You can choose between a refund, a credit or an exchange. To do this, simply send us an email to contact@maiamepolewear.com.

The items must be returned in their original packaging, with their label and any accessories, in perfect resalable condition. They must therefore neither have been worn, nor washed, nor stained. If a free item or other gift was offered or sent with your order, it must be returned to us simultaneously, otherwise the refund request cannot be processed.

If a credit note is issued, it will be offered to you as a payment method during your next order. Returns of Outlet, promotional or clearance products will not be eligible for a refund. Only exchanges (subject to availability) and credits notes will be permitted.

We will credit the amount of the returned items directly to your bank account within 10 to 15 days from the receipt of your return package.

For PayPal payments, the refund period is determined by your contract.

For returns outside the European Union, please make sure to pay any applicable custom fees, otherwise the package will be returned to you.

🕜 How long does it take to process my return?
You will receive an initial email confirming your return request, followed by a second email informing you of the receipt of your package at our premises.

The processing time is 30 days maximum, but we strive to process your request within 72 hours of receiving the package at our premises.

💰 When and how will I be refunded?
Refunds are processed within a timeframe of 10 to 15 business days after receipt and validation of your return, using the same payment method as used during the purchase.

🔃 Is it possible to make an exchange if the item(s) do not suit me?
Yes, it is possible to make an exchange within 14 days after receiving the package.

🏷️ Are the indicated prices are inclusive of all taxes?
Yes, the prices of the items are inclusive of taxes. Therefore, you will not have any additional tax charges to pay.

The details of the taxes relating to your order are specified on your order confirmation as well as on your invoice.

Please note, if you are outside the European Union, you may have to pay customs fees.

💳 What payment methods do you accept?
All our payment methods have been carefully selected to make the ordering process as pleasant and simple as possible.

We accept Visa and Mastercard credit cards as well as payments via Paypal. Checks and transfers are not accepted.

🙅🏻‍♀️ What should I do if my payment method is declined?
We invite you to choose another payment method.

Do not hesitate to write to us at contact@maiamepolewear.com if the problem persists.

🔒 Is my payment information secure?
Your security is our priority. Our store is secure and has a TLS (Transport Layer Security) certificate, also called an SSL (Secure Sockets Layer) certificate to protect your personal and confidential data.

We use the secure 3D SECURE payment system. Additionally, all credit card and transaction information is protected by the same level of security used by banks: a 256-bit SSL certificate.

🧾 How to make a payment with PayPal?
PayPal is an online payment service that allows you to pay for your purchases on the Internet simply, quickly, securely and without fees. Your bank details or credit card information are only stored on the PayPal website. Therefore, they are not transmitted via the Internet with each order. To pay, it only takes two clicks; All you have to do is use your payment information saved on the PayPal site (bank details or credit card information) instead of re-entering it for each purchase. PayPal payments are processed quickly. The seller can therefore send the ordered items immediately and you usually receive them sooner than with other payment methods.

Already have a PayPal account? During the payment process, you will be redirected to a PayPal page. After finalizing your payment, all you have to do is click on the button which will redirect you to our website.

Don't have a PayPal account yet? To ensure a smooth payment process, it is recommended that you create a free PayPal account before placing your order.

🏦 Are my bank details kept?
No banking information is stored on our site. These payments are processed securely by the payment gateway itself.

🚛 What delivery options and delivery times are available?
Orders with products in stock are prepared and shipped within 24 to 48 hours (Monday to Friday).

Visit our delivery page to find out the options available, delivery times and associated costs.

For mainland France, delivery is free for purchases over €90 with Mondial Relay and purchases over €150 with Colissimo.

💌 What are the delivery methods?
For deliveries in Metropolitan France, you can choose between:

- Standard delivery with Colissimo
- Delivery to a pick up point with Mondial Relay
- Express delivery with Chronopost
- Collection in Marseille 13012 or Allauch 13190

Deliveries within Europe and the rest of the world are handled by either Colissimo International or Mondial Relay to designated pickup points, depending on the country.

🌎 Do you ship internationally?
Yes, we ship internationally. Find more detailed information on our delivery page.

🛃 Is my order subject to customs fees?
If your residence is located within the European Union, you will not be responsible for any additional costs.

If you reside outside the EU, please note that customs charges may be applied upon receipt of your order, which will be your responsibility. Their amount as well the terms of application, are determined by the regulations in your country, and we cannot intervene at this level. For more detailed information on this matter, please do not hesitate to contact the customs authorities directly in your region.

💔 What should I do if my ordered item has a defect?
We pay the greatest attention to the quality of our items. If, however, despite all the quality checks carried out, there is a defect to report, we invite you to keep the item and report the issue by contacting our customer service. If you received your item less than a month ago, please follow the online return procedure and provide us the reason for the return.

In the event of a proven defect on our part, we will offer you either an exchange of the item, while stocks last, or a refund. Return and reshipping costs would be entirely our responsibility.

🚨 How do you guarantee the security of my personal data?

In accordance with the provisions of the Data Protection Act of January 6, 1978, the customer has the right of access, rectify, query and oppose the personal data concerning them, upon simple written request to the seller's customer service.