Frequently Asked Questions (FAQ)

Order

No, you don't need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How can I cancel my order?

Please click on “Login/Register” followed by 'Create An Account' and fill in your personal particulars.

How do I know if my order has been registered?

You will receive an order confirmation email shortly after confirming your order.
Also remember to check your spam folder, the mail may end up there. If you have not received your confirmation, this means that there is a problem. If this is the case, contact our customer service by email or chat.

What happens if I provide wrong information?

If you have provided incorrect information such as shipping address, email address or phone number, please contact our customer service as soon as possible so that we can amend your information before your order is dispatched.

I would like to order as a professional

Discover our tailor-made professional service, designed specifically to meet the unique needs of your business. As a professional client, you benefit from exclusive advantages and personalized support for each stage of your projects.

Create your professional account now in just a few minutes by providing your contact details and attaching your Kbis extract. Once registered, access privileged services, such as tailor-made quotes, adapted delivery times, and customization options specific to your requirements.

For any request or additional information, our dedicated team is at your disposal via the address: contact@mahoussedechaise.fr .
Benefit from an optimized customer relationship, designed to facilitate the success of your professional projects.

Where can I find my invoice?

Your invoice will be accessible as soon as your order is shipped, offering you simplified management of your documents.

In case of need for modification, our Customer Service is at your disposal to assist you quickly and efficiently via our contact form . Do not hesitate to contact us for any request for rectification or to obtain additional clarifications. We are here to ensure that your shopping experience goes smoothly.

Can we customize products?

Once your order reaches a certain quantity, we study the feasibility and cost of customization to meet your specific needs.

Please note that customization is unfortunately not possible for a unique piece.

If you have a professional project, whether for a shop, a hotel or a restaurant, our BtoB service is at your disposal. We offer you complete support, including the adaptation of the materials and dimensions of our products. Contact us to transform your ideas into reality with solutions perfectly adapted to your establishment.

Payment

How do I pay for my order?

We offer a variety of payment options to satisfy all our customers, among which we offer payment cards (CB, Visa, Mastercard or American Express), Paypal and ApplePay. Our flexibility in payment methods aims to meet the expectations of our customers.

Is my information secure?

To protect your personal information, we take important precautions and follow best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional standards to ensure optimal security.

Delivery

Which countries do we deliver to?

All our products can be delivered to mainland France (excluding DOM-TOM), Belgium, Luxembourg, Switzerland and all other European countries.

What delivery methods are available?

Our deliveries are made by La Poste or GLS.

For greater precision, shipping costs and delivery times evolve in accordance with the option that you have judiciously selected at the time of finalizing your order. We thus leave you the choice of the alternative that best suits your needs.

What are the delivery costs?

Shipping costs are free for all orders over €39 of purchases. If your order total is less than this amount, the shipping costs will be €4.90.

What is the delivery time for my order?

Delivery times are subject to the specifics of the delivery option selected at the time of ordering.

As a general rule, the delivery time ranges from 5 to 10 working days. This time frame is subject to fluctuations depending on your choice of routing, thus offering the flexibility necessary to adapt to your needs and preferences. Shipping is carried out within 24/48 hours from the manufacture of your covers.

How do I track my order?

To keep you informed of the progress of your order, you have two options available to you:
- First, you can access your Ma Housse de Chaise customer area, where you will find all the information relating to your purchase. Delivery tracking is also available on our track your order page.
- Second, you can use the tracking number we provided you when confirming your order, allowing you to track the location of your package in real time.

However, if you prefer more personalized assistance, our customer service team is available to answer all your questions and provide you with detailed updates on the current status of your order. To do so, please visit our Contact page.

What happens if I don't receive my order?

If you have not received your order, please check that the information provided is correct on your order confirmation.
If the information is correct, we invite you to contact our customer service by email or chat and we will help you.

Defective item

Despite our very strict checks in terms of trusted carriers, your package may arrive damaged.

In this case or in the case of a design defect, contact us via our contact form or by email at conntact@mahoussedechaise.fr with the following details:

Your order number
Description of the problem (wrong/defective item, ...)
A photo or a video.

Back

What is the return period?

You have the possibility to return your order to us within 30 days of receipt of the latter. If 30 days have gone by since receipt of your purchase, unfortunately we cannot offer you a refund.

How to return a product?

If you wish to return a product, please contact us for return instructions. A return form is also included in each shipment.

Please note that products must be returned in their original packaging and in perfect condition. Return costs are our responsibility. Returns are made by Mondial Relay or Relais Colis (return slip sent by email).

What are the return costs?

Return costs are our responsibility. Returns are made by Mondial Relay or Relais Colis. You will need to contact us beforehand so that a return voucher can be sent to you.

Can I exchange an item?

Exchanges are possible for the same reference only (other colors, same model). We replace an item only if it is defective or damaged. If in this case you wish to exchange it for the same item, send us an email to contact@mahoussedechaise.fr or on our contact form.

How do I get a refund?

Once your order has been received in our warehouse and inspected, we will send you an email to confirm that we have received it.
We will also notify you of our decision whether to approve or reject your refund request.

If your request is approved, then your refund will be processed and issued to your original payment method. This refund may take 2 to 6 days (banking delay).

If you haven’t received your refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.

Offers and promotions

What should I do if my discount code doesn't work?

Check the correct entry and expiration date of your promotional code. If it still doesn't work, contact our customer service.