FAQ
Need help? Check out our frequently asked questions below. If there's something we've missed, don't hesitate to get in touch.
Delivery & Returns
Where is my order?
You will receive a shipping confirmation email as soon as your order has been shipped. This will include a tracking number to a third-party courier, where you will be able to track your order every step of the way. If you have not received shipping confirmation then please contact us on customercare@maison49.com
Where do you ship to?
With our international delivery partner, DHL, we ship to all countries across the world with end to end real-time tracking and shipment updates.
How do I return my order?
To find out how to return your order please visit our returns policy page here.
Can I return my order in-store?
Yes, please bring your order to store with proof of purchase and original payment method within 14 days of receiving it. Please note, We will only accept a return if the item is new and unused. We will not accept any item that shows indication that it has been worn. Items should be returned in the original packaging, all tags should still be attached and the item should show no signs of wear. Shoe boxes should be undamaged as they are also considered to be part of the product.
Can I collect my order in-store?
Yes, please select Store Collection at checkout when placing your order. You will receive an email confirming your order is ready for collection in store once our team has processed it.
Where is my refund?
Once we have received your return and are satisfied with it, we will send you a Refund confirmation via email. Please allow for up to 14 days for the money to show in your account.
Payments
Which payment methods do you accept?
We accept American Express, Visa, Mastercard, Maestro, Discover, Diners Club and Union Pay.
Our website is also compatible with PayPal, Apple Pay and Google Pay. We also offer Klarna to give you the flexibility to spread the cost or pay in 30 days.
Is it safe to use my credit card for purchases?
For your utmost security, all Maison49's credit card transactions use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information to and from our site. Payments are processed securely by Shopify, PayPal or Klarna respectively.
How will I know if you have received my order?
As soon as your order has been accepted and processed you will receive an Order Confirmation email.
When your order is shipped, we will send you a dispatch confirmation email containing your tracking details to the address you provided us with.
How do I pay using a Gift Card?
At the checkout page you will be allowed to enter a coupon code. Please enter your unique code on your Gift Card in this section for the discount to apply. If you are experiencing any issues, please contact us on customercare@maison49.com.
General
Which size should I buy?
The size and fit of a garment often varies amongst designers. To help you choose the most suitable size, you can refer to the ‘Size and Fit’ tab and the product measurements on every product page.
If you need expert advice on sizing, contact us here.
Can I add items to an existing order?
It is not always possible to add items to an existing order. Contact us at customercare@maison49.com and we will do what we can to add to your order. Please be aware that this may not always be possible if your order has already been dispatched.
Do I need an account to place an order?
You don’t need an account to complete a purchase. However, if you register with us, you can enjoy the following benefits through your Maison49 account:
- Track your orders and view previous purchases
- Add items and sold out products to your Wish List
- Save your address and card details so you can shop even more quickly in future
Do you have a physical store?
Yes, you can visit us in-store at:
47 - 49 Alderley Road, Wilmslow, SK9 1NZ, United Kingdom.
Do you have any discount codes?
Throughout the season we run a range of different offers and discounts. In order to receive first access to these discounts, it's best to sign up for our newsletter. You can also get 10% off your first order of new season stock when you sign up to our email newsletter.
Does my welcome discount offer apply to all items?
No, your welcome discount only applies to new season, which can be viewed in New Arrivals. If you have any issues applying your discount to your order then please contact us customercare@maison49.com.