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ORDER
What if my order arrives damaged or faulty?
We apologise if an item you have received is not in perfect condition. Please email an image of the fault, along with your Proof of Purchase (ie. order number) to retail@maisonrena.com for further review.

We have a 4-week faulty claims period, in which case we can offer repair, replacement or refund options.
What if I receive an incorrect item?
We apologise if an item you have received is not what you ordered. Please lodge an exchange via our email retail@maisonrena.com to offer you a replacement of the incorrect item.
What if my order arrives damaged or faulty?
We apologise if an item you have received is not in perfect condition. Please email an image of the fault, along with your Proof of Purchase (ie. order number) to retail@maisonrena.com for further review.

We have a 4-week faulty claims period, in which case we can offer repair, replacement or refund options.
What if I receive an incorrect item?
We apologise if an item you have received is not what you ordered. Please lodge an exchange via our email retail@maisonrena.com to offer you a replacement of the incorrect item.
How long does it take for my order to be dispatched?

Usual dispatch time is within a week. Although delays may be encountered during some periods (Christmas, Black Friday...).

What countries do you ship to?
Currently we ship worldwide, excluding Russia & Ukraine due to current restrictions.
What are the delivery times?
Our delivery times depend on the country we send your order. Delivery times for each country are the following:
  • Spain: 1 - 4 business days
  • Europe (including UK): 4 - 10 business days
  • Rest of the world: 7 - 10 business days
Will I have to pay duties & taxes?
Import Duties & Taxes may be payable for import into your country. Duties and taxes levied against your order will differ according to your country’s own customs and tax laws.

Delivery costs do not include any taxes or duties which may be applied by customs at your destination country. Any taxes or duties incurred are the responsibility of the delivery recipient.
When will I receive my tracking?
As soon as your order is fufilled by our online team, you will receive the tracking link for your order.
The tracking doesn't show any tracking event?
Tracking will show once scanned & sorted by the postal service. If you don't have tracking after 24 hours please contact our Customer Care, or your postal service.
How do pre-orders get dispatched?
Pre orders are dispatch 1-2 days after arrival to our warehouse and are fufilled in order of date of purchase.
Can I get my other items sent out first before my pre-order?
We provide split shipments for orders with in-stock & pre-order items.
I'm having trouble accessing your website. What should I do?
If you're having trouble with the website, we suggest that you try the following:

1. Delete your cookies. You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are next time you visit us.

Please note that if you have added items to your bag while not logged in, you'll need to make a note of the product name/code as deleting your cookies could clear this history.

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

2. Restart your browser. Once you've cleared your cookies, close your browser, reopen it and visit our site again. You should be able to use it without any more problems.

3. Update your operating system. We also suggest that you use the latest version of your operating system provider e.g. Windows, Mac OSX etc.

4. Contact us. If you're still having problems, contact our Customer Care Team retail@maisonrena.com with the following information:

As much details as you can about the issue
Screenshots of any error messages you receive
Which web browser you're using (e.g. Edge, Firefox, Chrome, Safari etc.)
What you've done so far to try to resolve the issue
I'm having trouble entering an address on my account.
You can add, remove and update your address details by logging into Account and clicking on Manage Addresses.

Once selected, take the following steps:

1. Add a new address

- Click add new address and fill out the fields. If the address finder doesn't locate your address, you can click enter address manually.

- If your address is too long to fit on to one line, you can use the second line to fill in your full address details.

2. Remove address

- If there are any addresses you no longer use, we recommend removing these from your address book. You can do this by clicking on the remove icon next to the address you'd like to delete.

3. Update address

- Select the edit icon in the top right hand corner of the address you're looking to update. Once selected, you'll be able to update your delivery information, contact number and set an address as your default.

Don´t forget: whenever you update or add an address, always remember to click Save address so that the new details are ready for you next time you shop.
I'm having trouble signing into my account.
You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn't recognised, there are a few things worth checking:

Make sure you are using the same email address and password you registered with.

If you can't remember your password, click on the 'forgotten password' link on the sign in page. You'll be prompted to enter your email address and we'll send you an email with a link that will allow you to create a new password for your account.

If your issue isn't password-related, here are a few things you may want to check:

  • Make sure that the 'Block all cookies' function is disabled in your browser's settings
  • Check that Javascript is enabled in your browser's settings
  • Make sure that you don't have any content blockers installed
  • Make sure that your device clock is accurate. For security reasons, if your device clock is fast, you won't be able to access your account. You can resolve this problem easily by setting the time on your device to default.

If, after this, you still can't sign in, contact our Customer Care team and give them as much detail as you can about the issue, including screen shots of any error message you receive and what you've done so far to try to resolve the issue at hand.
I can't add my items to my shopping cart.
Due to high traffic and sales, it is likely that the item you were after was purchased by another customer while you were adding the item to your bag. During peak periods, it can take a few minutes for the stock levels to update on the website.

This also can be resolved with some quick troubleshooting steps. Please complete the below troubleshooting steps:

  • Refresh your App/browser
  • Clear cache and try again
  • Add the item to your wishlist then add it back to your bag.

If these steps do not help then it is likely that the item you’re after was purchased by another customer – we’re so sorry for the disappointment caused by this. Be sure to add it to your wishlist so we can notify you if it comes back in stock!
I can’t place an order, it's saying the payment has failed.
Sometimes this can be resolved with some quick troubleshooting steps. Please check the following reasons:

- Check if all of your information in the checkout is complete (address, delivery option, phone number)

- Try to log out and into your account

- Clear cookies and cache and try again. Also, we recommend using Google Chrome.


We also suggest using other devices or using a secondary payment method.
What do I do if I get an error when trying to place my order?
Sometimes, errors while placing an order are due to an easy-to-fix issue with these troubleshooting solutions.

Browser choice: while we're still fine-tuning things for other browsers, our website functions the best on Google Chrome.

Credit cards: please ensure you enter your credit card number without any dashes or spaces.

Shipping details: if you are unable to submit an order and the 'Place Your Order' button is grey out, there may be an issue with the saved shipping details in the checkout. Once your name, address and phone number are updated correctly, there will be a tick next to each field and the 'Place Your Order' button should turn black.

Deleting cookies: cookies are files stored on your computer that contain information about your internet browsing. Sometimes old cookies can cause errors when making payments online. So please delete the cookies based on the browser you are using.

If you continue to have issues after following the troubleshooting steps, please contact our Customer Care team by submitting an email to retail@maisonrena.com so we can investigate the issue further.
Customer Care Contact
If you have any other enquiries, you can contact our Customer Care team via the email retail@maisonrena.com 
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