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Frequently Asked Questions

DELIVERY

 

What are delivery methods, times and costs ?

Maison Ullens offers free standard shipping and a flat fee expedited shipping.

 

How Much Is The Shipping ?

Standard shipping and returns are free of charge.

 

How Long Does The Delivery Take ?

3-5 business days from the time you place your order. Orders with more than one product may be shipped in separate parcels with different delivery dates.

 

Is There Any Exception On Delivery Times ?

Some orders may take up to 72 additional hours to process as some stock needs to be shipped directly from Europe. If a standard order is placed over the weekend, the earliest it will be shipped is Monday (if it is placed on a public holiday, the earliest it will be shipped is the next working day). 

 

How Do I Know When My Order Has Been Processed ?

Once your order has been processed, you will receive an email with the tracking number confirming your order has been shipped.

 

How Can I Track My Delivery ?

Please track your order online with the tracking number you have received by email. If necessary, please feel free to contact our Customer Service by telephone or by email under the "Contact " section.

 

Can it be delivered to Maison Ullens boutique ?

In order to facilitate your digital shopping experience we provide you with a return label therefore it is not possible to return goods at Maison Ullens Boutiques.

 

How can I track my order ?

As soon as you receive a confirmation of sending your package from our warehouse.

You will have the possibility to follow the geographical location of your package electronically.

 

Can it be delivered to work ?

Every delivery location is possible : hotels, work, holidays residence.

Only post boxes are not eligible

 

Are taxes and duties included in your prices ?

Taxes are calculated and included in the total price of your order

 

In which countries do you deliver ?

We support delivery to :

France,  United Kingdom, Germany, Italy, Spain, Netherlands, Belgium, Poland, Sweden, Austria, Denmark, Portugal, Norway, Ireland, Czech Republic, Greece, Finland, Luxembourg

 

 

ONLINE PAYMENT

 

Can I be eligible for a tax refund ?

There is no possibility to get a tax refund from Maison Ullens.

  

Is it possible to collect payment on delivery ?

It is not possible to collect payment on delivery. The payment can only be made online on our site. 

 

What payment methods do you accept ?

You can pay on Maison Ullens with using most major credit cards. (Visa, Mastercard, American Express, JCB, Diners Club, Discover)

 

Is online payment secure ?

Maison Ullens uses one of the most secure online ordering systems on the market, and is making sure to offer the highest possible security at all times. Your card details are never saved by Maison Ullens.

 

When and where can I view my bill online ? 

Upon payment and checkout you will be shown an order confirmation screen which you may print for your records. In addition, you will receive an order confirmation directly to your email address provided at the time of checkout.

 

What happens if my payment is declined ?

All credit and debit card holders are subject to validation and authorization by  the card issuer to maintain security. To process the payment of your order, you will be invited to enter you card details, the expiration date and the last 3-digit security code (CSC).  If your payment has been declined by your card issuer, then you’ll need to place your order again. Maison Ullens is not able to reinstate an order once the payment has been declined.

 

 

RETURNS & EXCHANGES

  

Can I cancel my order or an item from my order ?

Your order cannot be changed once it has been confirmed. If you want to change the delivery address or cancel your order, please contact us at contact@maisonullens.com . If your order is still being prepared, we will try to access your request. If a cancelation is possible, you will not be debited.

  

I have received my items but it does not match my order, what should I do ?

If your order has been delivered incomplete or different from what you ordered, please contact us by webform within 30 days from receipt of your parcel.

 

How can I get a refund and how long does it take ?

We are glad to process to a full refund within 14 days of receiving your return. All items have to be unused with labels and packaging intact. As soon as we receive your return, we will process your refund request. You will receive a confirmation email once the refund is processed.

The refund can only be asked by the person who ordered and will only be processed on the mean of payment used for the online purchase. The refund should be treated within 15 days by your bank. Please note that this time may vary depending on your bank and that we cannot act on it.

  

Should I bear the costs for the return shipping ?

Maison Ullens offers free return shipping.

 

What happens if my order id damaged ?

If your order has been delivered incomplete or different from what you ordered, please contact us by webform within 14 days from receipt of your parcel.

  

What happens if I never received my order ?

Please contact us at contact@maisonullens.com to provide your order confirmation allowing us to track your order and delivery. Our team will then help you to ensure you the best possible service, and alternatives if necessary.

 

How do I exchange an item?

To exchange an item, we invite you to :
1. Return the original purchase to get a refund
2. Place a new order 

 

Can I return a  gift ?

To return a gift, contact us to schedule a pick-up. 
Gift returns will be refunded on the means of payment used when buying online. No refund will be processed directly on the gift beneficiary.

 

 

CONTACT

 

How can I contact Maison Ullens Customer Service ?

If you encounter problems with the delivery of your package, or the return:

Please contact the following email, which will process your request within 48 hours (2 business days) : MUcustomerservice@stellae.us

 

If you have any questions about the product, size, or any other information about Maison Ullens please contact the following email, which will process your request within 48 hours (2 business days): contact@maisonullens.com

 

SIZE GUIDE

AUSTRALIE

6

8

10

12

14

DENMARK

32

34

36

38

40

FRANCE

34

36

38

40

42

GERMANY

32

34

36

38

40

ITALY

38

40

42

44

46

JAPAN

5

7

9

11

13

RUSSIA

40

42

44

46

48

UK

6

8

10

12

14

US

0

2

4

8

10

XS

S

M

L

XL

 

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