Menu
0

You have no items in your shopping cart.

FAQ

CONTACT

HOW DO I GET IN TOUCH?

For any enquires or questions not answered below please email us at customerservice@maisonmakarem.com we will reply within 24 hours.

If you would like to speak with us please leave your number and we will be in touch.

We can assist with:
- Size and
advice
- Detailed product information - Delivery questions
- Returns
- Placing orders

OTHER INQUIRIES

Press and media

francesca@twentynine.london

Sales

sales@maisonmakarem.com

Returns - please see below RETURNS or email us returns@maisonmakarem.com.

If you are interested in working with us or carrying out an internship email us at enquires@maisonmakarem.com.

SHIPPING

WHAT SHIPPING METHODS ARE AVAILABLE?

CountryServiceTimeCost

United Kingdom 

Express1-2 Days£8.00
EuropeExpress3-4 Days£20.00
Gulf StatesExpress3-4 Days£20.00
North AmericaExpress 3-4 Days£30.00
AsiaExpress3-4 Days £30.00

WHERE DO YOU SHIP TO?

We ship worldwide, however please refer to SERVICE UPDATE below for regular updates on specific locations.

WHEN WILL MY ORDER BE SHIPPED?

If ordered before 1pm Monday - Friday goods will be shipped the same day.

HOW DO I TRACK MY ORDER?

Once your order has been shipped, you will receive an email notification with the tracking information. Please note that the tracking information can take up to 24 hours to update after your order has been dispatched and is dependant on which service you choose.

WILL I PAY ANY ADDITIONAL TAXES AND DUTIES?

As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. Payment of these may be necessary to release your order from customs on arrival. Unfortunately, we are unable to advise on the exact amount of such charges since they are specific to each location.

IMPORTANT INFORMATION

  1. 1  Before we can dispatch your purchases, we may need to con rm your details with

    your card issuer. We will do our best to keep delays to a minimum

  2. 2  Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched

  3. 3  We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers

SERVICE UPDATE

GCC Countries
A copy of the following documents must be provided to UPS when shipments arrive to the destinations below:
Saudi Arabia - your Saudi National ID or valid resident permit (Iqama)

  • Bahrain - your Civil Population Registration (CPR or ID Card)

  • Qatar - your Qatar Identi cation Number (QID)

  • Brazil
    Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF). To avoid any possible delays, make sure you have this information available when UPS contacts you.
    Please note, orders over 2999 USD require formal customs clearance. We recommend that you hire a broker to ensure you comply as your purchase could be con scated if you fail to do this.

    China

    As clearance procedures vary between Chinese gateways, please contact your local UPS on the telephone numbers below to receive further information.
    Call UPS from within China: 800 810 800 (from a landline) or 400 810 8000 (from a mobile).

    From the rest of the world:

  • North China – 86 10 67806680

  • East China – 86 21 55514777

  • South China – 86 20 86669288

    Gaza

    All orders to Gaza are temporarily suspended. To ensure that you still receive your package, please select an alternative shipping address.


    South Korea

    All South Korean postcodes must now be 5 digits.
    To avoid any possible delays, make sure your postcode is entered correctly when placing your order.
    Find out more.


    Russia

    The Federal Customs Service of Russia calculates customs fees based on the total value of goods imported by each customer within a one month period.
    We recommend that you keep track of the orders you place, as in a small number of areas in Russia, if you exceed the monthly import threshold amount, your purchase will be sent back to us. For more information, please contact customerservice@maisonmakarem.com.


    Turkey

    For orders over 75 EUR, UPS will need you to provide one of the following pieces of information:

    • TR ID number (if you are a Turkish citizen)

    • VAT number (for deliveries to a company address)

    • Passport number (non-residents)

• UPS will contact you for this once your order arrives in Turkey, and your details will be stored for future shipments.

INSURANCE

IS MY ORDER INSURED?

MAISON MAKAREM insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by MAISON MAKAREM and transfer of responsibility in the same way.

UPS can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page at checkout before proceeding to purchase. If you choose not to provide a signature as proof of delivery, you agree to our terms & conditions and take full responsibility for any loss or damage that may occur.

DO YOU OFFER FREE SHIPPING?

From time to time, MAISON MAKAREM runs free shipping promotions. To be notifed by email, simply SIGN UP. Please note that free shipping promotions will be applied to your order on the payment page.

DO YOU SHIP TO MULTIPLE ADDRESSES?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination

RETURNS

WHAT IS YOUR RETURNS POLICY?

Please return your items within 14 days of receiving.

HOW DO I MAKE A RETURN?

Making a return is easy. To return your product,
1. Request a returns merchandise authorization number (RMA) from
YOUR ACCOUNT DASHBOARD - MY RETURNS or email us returns@maisonmakarem.com with your order number.

2. We will reply within 24 hours, providing you with your RMA number and a return label to print and attach to your parcel.

3. Complete the RMA slip - you can print this from MY RETURNS.

4. Book your collection by calling your local UPS office. You can also drop your package off at any UPS Access Point. You can nd your nearest drop off here www.ups.com/dropoff

We offer free returns within the UK and a standard rate for returns for the rest of the world.

If you are returning from outside of Europe, We recommend using our returns service only, however should you choose the send the parcel yourself please send your package by a fully trackable service. MAISON MAKAREM cannot be held responsible for losses or damages when you are not returning via our own methods. The cost of returns outside of Europe must be covered by the customer. Please ensure your parcel is also insured as we cannot accept liability for items damaged in transport if you are using you own shipping method.Please returns to the below address with your returns slip inside.

MM Returns
CH Robinson Worldwide (UK)International House Hodgson Way
Wickford
Essex SS11 8YB

CAN I EXCHANGE AN ITEM?

We unfortunately do not offer exchanges on items. Should you wish to change the size simply return the product you’re not happy with and repurchase through the website.

HOW WILL I BE REFUNDED?

All refunds will be processed to the same method of payment used when placing your order. Please be aware that processing time can vary between different payment methods and usually takes between 2 - 10 business days for the refund to reach your account. Your refund will exclude any additional shipping costs originally paid.

All sales taxes are included in your refund if your order has been sent to a destination within the EU. Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.

WHAT IF MY ITEMS(S) ARRIVE DAMAGED?

If you receive a damaged or defective item, please email us on returns@maisonmakarem.com within 24 hours of receiving your purchase.

PRODUCTS

WHERE ARE YOUR PRODUCTS MADE?

All products are sourced and made in Italy, unless otherwise stated. 

HOW SHOULD I CARE FOR MY ITEMS?

Please follow the care instructions on the care labels provided. Should you have any other questions about caring from your product please email us at customerservice@maisonmakarem.com.

ORDERS

HOW DO I MAKE A PURCHASE?

To make a purchase simply click on the product you are interested in on the shop section of the website. Once you click through you will be able to see a box on the left hand side where you are able to select your size and add to cart. Once you have nished browsing you can click on the cart button in the top right corner and proceed to the check out.

DO I NEED AN ACCOUNT TO MAKE AN ORDER?

You don’t need an account to place an order but having an account enables you to save your personal information and review previous orders. Please note that we do not retain any payment information within your account. You can create an account or by opting in when placing an order.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept Visa, MasterCard and American Express cards and Paypal.

CAN I MAKE CHANGES TO MY ORDER ONCE ITS PLACED?

Before your purchases have been prepared for dispatch we can cancel an item, change your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed.

Should you wish to make a change to your order once it has been placed. Please email us at customerservice@maisonmakarem.com as soon as possible and we will try our best to accommodate your request.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation For more information, please read our PRIVACY POLICY in full.

COMPANY

HOW DO I BECOME A STOCKIST?

If you are interested in becoming a stockist please email us at sales@maisonmakarem.com.

HOW DO I FIND YOU ON SOCIAL MEDIA?

Please see the links to all of our social media pages on the footer of our home page.