FAQ's

Ordering & Payments

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept Visa, MasterCard, American Express, ApplePay, Paypal and Klarna

CAN I CHANGE OR CANCEL MY ORDER?

We process orders within 2 working days, so we’ll do our best to help you with any changes or cancellations before your order is processed. Send us a note as soon as possible at contact@maisonmitla.com and we will do our best to accommodate your request.

WHAT DOES PRE-ORDERING AN ITEM MEAN?

 Preorder campaigns consist of putting an item on sale before it is produced at a preferential rate.

Preorder campaigns usually last a month during which you'll get access to a special early bird price.

Once the campaign is over, production is launched and you can expect to receive your item about 5 weeks later.

After your purchase you'll receive regular updates on the production process up until your item is shipped.

This distribution system allows us to produce only what we need, with no over production and no textile waste, cutting back on additional fees like floating inventory and unnecessary stocking. Above all its a short circuit with the item going straight from the atelier to your home. This way we can maintain our same couture quality, develop our collections without sacrificing our values and offer a steady workflow to our partner artisans. 

Returns & exchanges

We all change our minds sometimes so we are happy to accept returns of any merchandise as long as it is unworn, undamaged and sent back to our headquarters within 28 working days.

Once the merchandise is received and its overall state verified, we will process the refund on the credit card used for the initial payment. 

Please note that return/exchange shipping costs are at the client's charge. 

HOW DO I PROCESS A RETURN?

To request a return, please send us an email to contact@maisonmitla.com 

HOW LONG DOES IT TAKE FOR A REFUND TO BE PROCESSED?

Once an item is received and processed at our office, the refunded amount will appear on your credit card within 14 days, depending on your bank.

Shipping

HOW LONG WILL MY ITEM(S) TAKE TO SHIP?

We ask for 2-3 business days in order to pack & ship your full order. If you want to double-check your order status, please log into your customer account or contact us at contact@maisonmitla.com

WILL I BE NOTIFIED ONCE MY ITEM(S) SHIPS?

You will receive an email with tracking information once your order ships.

WHAT IF MY PACKAGE IS LOST?

Your package has not been delivered? Let us know by sending an email to contact@maisonmitla.com and we'll do our best to find a solution.