FAQS

Visit https://uk.maison-close.com. 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.

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.

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.

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.

You can find delivery information here.

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

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

UNITED KINGDOM

Shipping method:

• UPS: Standard home delivery - 3 to 5 days at £9,90, Free Delivery from £99
• UPS: Service point delivery - 3 to 5 days at £8,99, Free from £99

IRELAND

Shipping method:

• UPS: Standard home delivery - 3 to 5 days at £9,90, Free Delivery from £99
• UPS: Service point delivery - 3 to 5 days at £8,99, Free from £99

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

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.

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.

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

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.

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.

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.

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

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

Shipping charges will not be refunded when returning an order.

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.

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.

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

We do not offer exchanges. If you would like a new size, a different style or a different color, please return the item(s) and place a new order on our website.

Please follow the returns procedure and conditions here.

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.

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.

The payment methods accepted on the maison-close.com site are:

• Credit card (Visa, Mastercard, American Express, Electron).
• PayPal.
• Klarna.
• Maison Close e-gift card.

Yes, with the Klarna payment method, you can choose to pay in 3 instalments free of charge (see Klarna conditions).

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.

• 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

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.

• 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.

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.

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.

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.

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.

To add an item to your list of favorites, simply click the hearts on our product pages. Your favorite articles are automatically saved in your "Favorites" section, so you can view or share them as you wish.

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

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

Find all the information about our referral program here.