FAQS

HOW DO I MAKE A PURCHASE?

Shopping at Maïa & Cécile is easy:
Choose a category or designer from the top navigation menu or search to explore a specific style or item. Once you have found an item, choose your size and click on the 'ADD TO CART' button on the product page. Review the items in your shopping cart by clicking the 'SHOPPING CART' icon at the top of the page. Click on 'PROCEED TO CHECKOUT' to complete your order.

CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details. We are unable make amendments to your order once it has left our warehouse. Additionally, we are unable to combine orders or add pieces to an existing order once it has been placed. If you need to make any amendments, please call our team on +44(0)1842 754904 for help.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we take data protection seriously and your information will only be shared with third parties where they abide by applicable data protection legislation. For more information, please read our Privacy Policy in full.
You can also request content of personal data is held by Maïa & Cécile by visiting this page.

WHAT PAYMENT METHODS DOES MAÏA & CÉCILE ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?

We accept Visa, MasterCard and American Express. You can also choose to pay with PayPal or Klarna. All card payments are processed through a secure checkout system and encrypted by SSL. We never store your credit card number and your payment is secure.

HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?

For information on delivery and shipping charges to your destination, view our Shipping page

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY FOR MY INTERNATIONAL ORDER?

All international orders are delivered DDU (Delivery Duty Unpaid) except EU countries. Therefore it may be subject to duties and taxes. Please check your local customs office for more information. Once your order arrives at its destination you may be required to pay all import duties, customs and local sales taxes levied by your country.

WHAT IS YOUR RETURN POLICY?

We are happy to refund or exchange unworn, undamaged and unaltered items within 28 days of receipt. To qualify for a refund or exchange, your order must be returned to us, and received in to our warehouse, within 28 days of receipt.
Customers must ensure that all items returned are in the condition in which they were received, with their original packaging and tags intact. Items returned without the original security tag, or a damaged security tag, may not qualify for a refund.
We will process your refund as soon as possible and, in any case, within 30 calendar days after the goods are received in to our warehouse. You will be provided with an email notification when your refund has been processed. You will need to return the entire order to us by secure means to ensure it reaches us in good condition.
Faulty items will have to be inspected by us before we can accept them as faulty. Once we are satisfied that the goods are faulty, we will offer a refund. If you want to return or exchange your order, you must take reasonable care of it and the goods should be returned unused and in their original condition, from the original delivery country.
We recommend that you ask the Post Office or other carrier for proof of posting and insure the return shipment, as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them in to our warehouse. In case of dispute, we also recommend you retain proof of sending. Without this, we cannot refund any money if we do not receive the returned items.
For international returns please mark clearly on your return invoice and outer packaging "Returned goods - No commercial value". Without this, any taxes incurred will be your responsibility to pay to your shipper.

Original shipping charges are non-refundable. Refunds will be credited to your original method of payment. FREE SHIPPING orders sent back for a refund will have the standard shipping charge deducted.
Please visit our Shipping page for our standard shipping charges and Returns page for further information

HOW DO I RETURN OR EXCHANGE AN ITEM IN THE UK?

All UK orders can be returned with the provided prepaid return mailing label. To ship an item back to Maïa & Cécile please:
Fill out the returns form included with your order, indicating the order number, item being returned, whether you are exchanging or returning the item and the reason for the return. For exchanges, please indicate the desired size/colour.
We recommend you contact Customer Service at contact@maiaandcecile.com to place your exchange on hold so it does not sell out whilst we await your package.
Attach the Royal Mail returns label from your delivery note to your parcel, making sure you have removed the original address label. Package your parcel securely with the returns form included inside. Take your parcel to the nearest Post Office and remember to ask for proof of postage.

If you decide to send your return back without using the return label that we have provided, please address your return to the following address:

Maïa & Cécile
Thetford House, 12 Roman Way
Thetford, Norfolk IP24 1XB
United Kingdom

HOW DO I RETURN OR EXCHANGE AN ITEM OUTSIDE OF THE UK?

Customers outside of the UK are responsible for postage costs for returns and exchanges. To ship an item back to Maïa & Cécile, please:
Fill out the returns form included with your order, indicating the order number, item being returned, whether you are exchanging or returning the item and the reason for the return. For exchanges, please indicate the desired size/colour.

We recommend you contact our Customer Service at contact@shopmaia.com to place your exchange on hold, so it does not sell out whilst we await your package.
Mark clearly on your return invoice and outer packaging "Returned Goods – No Commercial Value". Without this, any taxes incurred will be your responsibility to pay to your shipper.
Mail your return using the carrier of your choice to the below address. We recommend using a secure, insured and tracked delivery service as Maïa & Cécile cannot accept responsibility for any items we did not ship.

Maïa & Cécile
Thetford House, 12 Roman Way
Thetford, Norfolk IP24 1XB
United Kingdom
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