FAQ

Covid-19 update

I just ordered something, when can I expect my order to arrive ?

We’re doing our best to fulfill as soon as possible. These days the delivery time is longer than standard.

Will deliveries be affected due to COVID-19 ?

Please bare in mind that during these days the delivery time is longer than standard, we refer to the delivery times as mentioned in the confirmation e-mail or on this page.

How can I contact Customer Service?

Our customer service team is still available to assist you with your orders during this time. You can fill in our contact form, or send an e-mail to [email protected]

Products

Which clothing size should I get?

Some of our items fit true to size, however other items have a boxy fit. Therefore, we recommend you take a look at the product page of the item you’re interested in for specific sizing information.

Can you give me more information about a specific product?

Definitely! Get in touch with us via phone or mail when you desire more information about a product. We are happy to assist you!

The item I want is out of stock. Will it be restocked?

We’re sorry that the item that you are interested in is out of stock. Occasionally, depending on the style, items and sizes are restocked. Make sure you are subscribed to get notified when your item is back in stock.

Can’t wait? It’s possible that one of our official retailers still has the item on stock. Just give us a call or send us an email, so we can check this for you.

My purchase item is damaged. What should I do?

We’re sorry that the item that you purchased is damaged. You can contact us via mail and we’ll provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first.

How do I take care of my items?

All items in our collections come with a care label. We strongly recommend you to always follow the instructions on this label. If you have additional questions or you want further advice, please get in touch with us via phone or mail.

Orders and Delivery

I didn’t receive an order confirmation. Why not?

It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.

If the payment has been processed and you haven’t received a confirmation email after two hours, please get in touch with us via phone or mail.

I’ve just placed an order, is it still possible to modify or cancel my order?

In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.

I made a mistake with my shipping address. What can I do?

Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.

In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. Once your order is processed, unfortunately, it is no longer possible to make adjustments.

What is the current status of my order?

Right after you’ve placed an order, you will receive a confirmation email. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional email with the tracking information. You can use this information to track the shipment of your order until it is delivered

I am expecting a parcel but it has not been delivered. What happened?

We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you’ve received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.

Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbours’ or your delivery window may have been rescheduled.

In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via phone or mail. We will look into the whereabouts of your parcel to ensure a quick delivery.

What is the delivery time of my order?

Due to the high volume of traffic and sales during this period, delivery times might be affected. We offer the following shipping schedule

Where do you deliver?

We currently ship worldwide.

What are the shipping costs?

The Netherlands, Belgium, Germany
Orders up to €50,- = €7.25
Orders above €100,- free shipping
1 business day for the Netherlands and 2 business days for the rest.

The rest of the EU
All orders = €8.95,-
Expected shipping time: 3-4 business days

United States, Canada
All orders = €15,-
Expected shipping time: 3-4 business days

Australia, Rest of the world
All orders = €30,-
Expected shipping time: 3-4 business days

NOTE: If package is unable to be delivered duet o an incorrect or incomplete (delivery) address, we will still charge for shopping. Remember to check if your adress is valid and complete.

Do I have to pay for customs or import duties?

If you place an order outside the EU or the United States, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.

How will my order be shipped?

We will ship your order in a polybag or in a box, depending on the size and number of items that are in your order.

Returns

What is your returns policy?

Our returns policy allows you to return products unused within 14 days of receiving them. You can open the parcel and check the contents. Once we’ve received your returned item(s), we will refund the purchase amount as soon as possible.

Return requirements

  • All items are clean and complete
  • Clothing and accessories must be returned with the original boxes ans sleeves.
  • All items are unwashed, undamaged and unworn.
  • All original labels are still attached.
How can I return an order?

You have 14 days to return your order after receiving it. Orders must be returned unused and in the original packaging still attached. Furthermore, items have to be unwashed and with all labels still attached. Return costs are not covered by Maison Gate.Fill in the merchandise return form and add it to the parcel. If you don’t have a return form, you can download a blank one here. Then attach the return sticker to the box. Please be aware that the sticker is not a prepaid return label. You will have to pay for the return costs.The order is ready to be returned.Please go to your preferred postal service point and ship the box to:

Maisongate J.K. B.V

Folkert Elsingastraat

33067NW Rotterdam

The Netherlands

After shipping your return, you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment. To ensure the arrival of your return, we strongly recommend sending the parcel by registered mail. If the return is not shipped using registered mail, Maison Gate cannot be held liable for missing items.Once we have received your return, we will do our best to process it quickly.  Please keep in mind sale & holiday periods might require extra processing time.

My return arrived at your warehouse more than 14 days ago, but I did not receive any updates. What should I do?

We are very sorry that you have not yet received any updates concerning your return. Could you please get in touch with us? Please keep your order number and tracking code ready, so we can help you quickly.

When can I expect my refund?

We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.

What are the costs to return an item?

The costs of a return differ based on the shipping company and country that you ship it from. Please check with your local post office for current pricing. We strongly recommend you that every item is returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing items. Also, hold on to the tracking code of your return until your return is processed.

Please note that return shipments are at your own expense.

My purchased item is damaged, what should I do?

We’re sorry that the item that you purchased is damaged. You can contact us via phone or mail and we will provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first.

Did you receive my return?

Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of 5 working days to start processing your return. Once it is processed in our warehouse, we will start the refund process. We will send you an update once your order is received and refunded

Is it possible to exchange items?

We are happy to offer an exchange or refund when the product is defect, we will offer exchange for unworn items returned in their original condition and packaging, with the return form fully filled in. Please be aware that all responsible return costs are applicable by the customer. Exchanges will only be given on items returned within 14 days of receipt of the order.

Payment

What are the available payment methods?

You can pay for your order with the following options:

Paypal 

Credit card

Ideal Bank

Apple Pay 

My payment has failed. What should I do?

A few issues could occur:

Did you get the notification ‘Payment failed’ after you went through the payment procedure?

There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact us.

If you have used a credit card that wasn’t linked to your shipping address, the ordered will be cancelled automatically for fraud prevention purposes. Depending on your payment method, you will receive the purchase amount within 1 to 5 days.

If the purchase amount has been deducted from your bank account and the order failed, then please contact us as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the product.

Where can I find my invoices?

Your invoice is always included in the order confirmation email. You can also find the invoice in your Maison Gate account. If you can’t find the invoice, don’t hesitate to contact us so we can send a new copy to you.

Will there be any additional costs to my order?

Orders within the European Union are shipped DDP (Delivery Duty Paid) and will not be subject to any additional charges. Countries outside the European Union are shipped DDU and additional charges may be added by your local customs. These fees are paid to the local carrier and customs and are not collected by Maison Gate.

My Account

Do I need to set up an account to order something online?

If you want to place an order, a Maison Gate account is not necessary. You can checkout as a guest, checkout fast with a Paypal account or register as a customer.

What are the advantages of having an account at Maison Gate?

A Maison Gate account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place.

How do I create an account?

Click ‘My account’ in the top right of our website. In order to register, all fields with a star need to be filled in.

How do I sign up for the latest on what’s happening at Maison Gate?

Subscribe to receive Maison Gate emails with the latest collection launches, news and more. You can subscribe by clicking “subscribe to our newsletter” at the bottom of the website.

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