FAQ

Go to maison-close.com. Select your delivery country.

Explore our collections, select the items you wish to purchase by choosing the size and color if necessary, then add them to your cart. Once you have selected your items, click on "Order" and follow the instructions to finalize your order.

Yes, once your order is shipped, you will receive an email with a tracking number. You can use this number to track your order in real time.

Once your order has been validated, it will not be possible to modify or cancel it. However, rest assured, you have 30 days from receipt of your order to make a return and returns are free.

Remember to check your junk or spam folder. If the email is not there, we invite you to contact our customer service at the following address: satisfaction@maison-close.com .

Find all the information on the " Delivery " page

Yes, we ship internationally.

Delivery times and costs may vary depending on the destination. Find delivery information here .

Shipping costs vary depending on the method you choose and your location. Find shipping information here .

• Home delivery with signature - free from €69.
• Delivery to Relay Point - free from €69.
• Express delivery - 24 hours (working days) for all orders placed before 11 a.m.

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

1. First, make sure that your package has not been entrusted to one of your neighbors or a member of your household.
2. If this is not the case, you can contact customer service at the following address: satisfaction@maison-close.com . We will take care to provide you with a solution as soon as possible.

Please contact our customer service at the following address: satisfaction@maison-close.com
to indicate whether you want the order returned or refunded.

If your package has been declared lost by the carrier, we invite you to contact our customer service at the following address: satisfaction@maison-close.com .

Please follow the return instructions included in your package or:

• Have your order number starting with "#MC" ready, available in your Maison Close account area or on the order confirmation email. (Remember to put the # in front of your order number).
• Click the button below, you will be redirected to our returns management platform. Follow the instructions.

MAKE A RETURN .

• Print your prepaid return label.
• Return the package.

The returned product must be:

• Not worn.
• Unwashed.
• In its original packaging.
• With original label.
• With sealed safety cord.

Latex products are not returned if they have been worn, washed, or if a product has been applied to them.

For hygiene reasons, nipple covers are not returned.

Accessories such as stockings, tights, socks, candles, masks are not taken back if the packaging has been opened.

Maison Close reserves the right not to refund the product if one of the conditions mentioned above is not respected.

A product returned damaged, soiled or without a label and sealed security cord will not be accepted.

In the event that the product is not refundable, in accordance with our returns policy, we will have the option to return it to you.

Once we have received and inspected the returned items, your refund will be issued within 14 business days.
You will receive an email confirmation upon receipt of the package and a second email confirmation once the refund has been made.

Reimbursement will be made exclusively to the payment method used when ordering.

The return of the product is free. You have 30 days from the date of receipt of your order.

Shipping costs are not refunded when returning your order.

If you notice that one or more products are
damaged upon receipt of your order, report it promptly to
our customer service at the following address: satisfaction@maison-close.com .

Please include in your email:

• The order number.
• The reference of the product concerned.
• Photos of your damaged item.

Our customer service will get back to you quickly to offer you a suitable solution.

If you notice that one or more products are
damaged upon receipt of your order, report it promptly to
our customer service at the following address: satisfaction@maison-close.com .

Please include in your email:

• The order number.
• The reference of the product concerned.
• Photos of your damaged item.

Our customer service will get back to you quickly to offer you a suitable solution.

To make your return, please follow the return procedure and conditions here.

The return label must be printed following the procedure.

We do not offer exchanges on the site. If you want a new size, another model or another color, we invite you to make a return and place a new order on our site maison-close.com.

We invite you to follow the return procedure and conditions here .

A size guide is available on each product page. We will help you
We recommend that you consult it before making your purchase to ensure you choose the size that suits you.
For personalized assistance, contact our customer service at the following address: satisfaction@maison-close.com .

Click on the "Notify me by email" tab available on the product page. You will be notified by email when the product is back in stock.

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

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

Yes, with the Klarna payment method you can opt for payment in 3 installments without fees (see Klarna conditions)

To use your gift card, enter the code received by email in the “discount code or gift card” tab before confirming your payment.

Find all the information regarding the Maison Close E-Gift Card here .

• Make sure the banking information you entered is correct.
• Try making your purchase on a different browser.
• Contact your bank to check if the transaction has not been refused by their services.

As a last resort, contact our customer service at the following address satisfaction@maison-close.com .

The amount of your purchase will be debited from your account at the time of ordering.

To create an account, click on "Login/Register" at the top right of the home page and fill in the required information, then press "Create". Once your account is created, you will be able to easily manage your orders and preferences.

• Take advantage of the “Close to You” loyalty program and benefit from exclusive advantages thanks to purchases on maison-close.com.
• Have privileged access to the “Private Line”: exceptional pieces in limited series.
• Track the preparation and shipping of orders.
• Access order history and all purchase invoices.
• Add or edit shipping information.
• Create a list of favorite products to save or share your favorites.

If you have forgotten your password, click "Forgot Password" when logging in and follow the instructions to reset it.
If you still cannot log in, please contact our customer service at the following address: satisfaction@maison-close.com .

You can change your personal information by logging into your account and then going to the "View Addresses" section to make your changes.

If you wish to delete your account, please contact our customer service at the following address: satisfaction@maison-close.com , indicating the subject of your request.
Your account will be deleted within 24-48 hours. Once the deletion is effective, you will receive a confirmation email.

If you placed an order as a guest, you can track the preparation and shipping of your order via the tracking number sent to you by email.

Go to the section at the bottom of the home page to enter your email address. By registering, you will receive by email 10% off your next order, you will benefit from exclusive offers and discover the new Maison Close products in preview.

To add an item to your favorites list, simply click on the hearts on our product sheets. Your favorite items are automatically saved in your “Favorites”; you can view or share them as you wish.

To unsubscribe from the newsletter, click on “Unsubscribe” at the bottom of the last newsletter received.

To use your promotional code, enter it in the Discount code or gift card field, located in your cart before the payment step.

Find all the information relating to our sponsorship program here .