ORDERS

Once your order has been placed, please note that the shipment address used for the order cannot be changed. If you want to change it, the original order has to be cancelled, and you need to make a new one. This must be cancelled within 24 hours of the purchase being made.

If you want to cancel an order, already placed you must do it within 24 hours of the purchase being made: after this if the shipment has already left and you want a refund. We will not refund the shipment cost.

If shipping details are incorrect (address, phone number, or further information needed for the shipment to reach you) and you don't reply to our request within 15 days, we will automatically cancel and refund your order, excluding shipping fees. You will be able to place it again on our web site.

Orders are processed and shipped from Monday to Friday.


15 DAYS MONEY BACK OR EXCHANGE GUARANTEE

You can return or exchange your unworn Maison Mata’s to us within 15 Days of purchase if you change your mind, no questions asked. We’ll even pay for return shipping.

To receive your refund or exchange, the following conditions apply.

You must have made the purchase from the Maison Mata online store, or our Flagship store in Bali. If you bought from one of our stockists, you would need to contact them to discuss their returns policy.

  • The sunglasses must be unworn and in the same condition we sent them to you in.
  • They need to be returned in the same case we sent them to you in.
  • You must contact us first at contact@maison-mata.com with your order number and proof of purchase, so we can give you instructions for return.
  • You pay the shipping fee and we will reimburse you.
  • We will inspect the sunglasses to ensure they are in the condition we sent them to you in.
  • If satisfied with the inspection, we will return you the amount including the shipping fees.
  • If exchanging for another product, you will pay any difference in price, or we will refund the difference if the price is lower. We will also refund the shipping costs.
  • You are responsible for contact with the carrier to ensure they reach us.

 

FAULTY FRAMES

We exchange or refund faulty items purchased on our online store or from our Flagship store in Bali. For faulty items purchased from one of our retailers, please contact them for their return policy.

  • If the product is faulty in any way, contact us within 14 days of purchase with photos, proof of purchase and description of the fault.
  • Once the fault has been verified, we will send you details to return to us.
  • Once the faulty item is returned, we will either replace the sunglasses or refund you, based on your preference. We will also reimburse your shipping costs.
  • You are responsible for contact with the carrier to ensure they reach us.

 

ONE YEAR WARRANTY ON ANY FRAMES

We exchange or refund faulty frames purchased on our online store or from our Flagship store in Bali. For faulty items purchased from one of our retailers, please contact them for their return policy.

  • If during the one year warranty of your Maison Mata’s glasses there is a fault with the frames, we will refund or replace them.
  • This excludes any damage incurred through malicious damage and excessive force.
  • Contact us with photos and a description of the fault.
  • Once the fault has been verified, we will send you details to return to us.
  • Once the faulty item is returned, we will either replace the sunglasses or refund you, based on your preference. We will also reimburse your shipping costs.
  • You are responsible for contact with the carrier to ensure they reach us.

 

SHIPPING POLICY

Orders shipped with DHL Express are generally delivered within 5-7 working days.

Orders shipped with EMS post are generally delivered within 7-10 working days.

Orders can be fully tracked by inputting your order number into TRACK MY ORDER via the shipping carrier's website.

The estimated time does not include the customs processing which is unfortunately out of our control. Transit times will vary depending on the country of destination.

Orders are processed Monday - Friday and will generally leave the warehouse within 2 business days, excluding weekends and public holidays. All international packages may be subjected to customs duties and taxes.

All taxes and customs charges ( handling fees ) are the responsibility of the customer and are not included in the cost of the order or shipping charge. Please check your local customs website for more information.

Please email contact@maison-mata.com if you have any questions about your order or need any assistance.