FAQ
DO YOU ALSO SHIP INTERNATIONALLY ?
Absolutely, we ship worldwide.
WHERE WILL MY ORDER BE SHIPPED FROM ?
We work with a fulfillment company that has facilities all over the world, so we can reduce delivery time no matter where you are.
HOW MUCH DOES SHIPPING COST?
Shipping is FREE on all orders.
HOW LONG DOES IT TAKE TO PREPARE AND SHIP MY ORDER ?
It usually takes 3 to 7 days to process an order, after which it is shipped. Shipping time depends on where you live, here is an estimate:
- United States: 3 - 4 business days
- Europe: 6 - 8 business days
- Australia: 2 - 14 business days
- Japan: 4 - 8 business days
- International: 10 - 20 business days
The times listed are for information purposes only, we sometimes experience delays in our supply chain, including distributors and carriers.
HOW DO I CHECK THE STATUS OF MY ORDER ?
After an order is placed, it is sent as soon as possible to one of our shipping centers, from which your item will be shipped.
You will receive a tracking link via email when your order is shipped. If you have any questions regarding the tracking or shipping of your order, please email us at maisontrencavel@gmail.com
HOW DO I PLACE AN ORDER ?
Simply choose your items and click on the "ADD TO CART" button, repeat for each item, then go to your cart and follow the steps to complete your order until you pay. We will prepare your order and send you an order confirmation email.
WHAT PAYMENT METHODS DO YOU ACCEPT ?
We accept Visa and Mastercard as well as payments via Paypal. We do not accept checks or wire transfers.
IS THE PAYMENT SECURE ?
Absolutely, our store is fully secured and we have an SSL encryption system to protect your personal and confidential data. We use Paypal's secure payment system.
I STILL HAVEN'T RECEIVED MY ORDER, WHAT SHOULD I DO ?
Before contacting us, please help us by doing the following
- Check your shipping confirmation email for any errors in the shipping address
- Ask your local post office if they have your package
- Stop by your neighbors in case the courier left the package with them
If the shipping address is correct and the package was not dropped off at the post office or your neighbor's house, contact us at maisontrencavel@gmail.com with your order number. If you found an error in your shipping address, we can send you a replacement order, but shipping will be at your expense.
Have you received confirmation of shipment of your order? If your order has been shipped for more than 5 weeks, please contact us with your order number, we will investigate and get back to you within 72 hours.
I ORDERED SEVERAL ITEMS AND I ONLY RECEIVED A PART OF MY ORDER, IS THIS NORMAL ?
Yes, this is normal. To minimize your wait, we ship all items separately when they are ready to be shipped. The rest of your order should arrive in the next few days.
I RECEIVED A DAMAGED/DEFECTIVE ITEM, WHAT SHOULD I DO ?
We are very sorry if the product you ordered arrived damaged. To help us resolve this issue quickly, please email us at maisontrencavel@gmail.com within a few weeks with pictures of the damaged product, your order number and any other details you may have regarding your order.
I AM NOT SATISFIED WITH MY ORDER, CAN I GET A REFUND ?
Our return policy does not cover buyers who have changed their minds, we do not offer returns or exchanges.
Incorrectly ordered sizes will not be refunded either. We make everything to order, so requesting a size exchange would be like making a new product.
But if there is a problem with your order, please let us know by contacting us at maisontrencavel@gmail.com
IN WHAT CASES WILL I NOT GET MY MONEY BACK ?
If the product has been used and is not resellable as is.
If the shipment did not arrive at its destination due to an error in the delivery address indicated at the time of the order.
If the return process has not been respected.
For more information, please visit our returns page.
DO YOU OFFER REFUNDS ?
Refunds are only offered to customers who receive incorrect or damaged items. If you are concerned, please contact us at maisontrencavel@gmail.com with pictures of the damaged items and we will arrange for a refund.