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MAÏON STUDIO

FREQUENTLY ASKED QUESTIONS

Last updated: May 2026

1. Orders

How do I place an order?

All orders are placed directly online at maion-studio.com. You select your items, check your cart, enter your shipping and payment information, then confirm. A confirmation email will be sent to you immediately after validation.

Can I modify or cancel my order after confirmation?

We do our best to process requests quickly. If you wish to modify or cancel an order, please contact us without delay at contact@maion-studio.com, indicating your order number. After the preparation period, cancellation will no longer be possible, and you will have to exercise your right of withdrawal upon receipt.

I haven't received my confirmation email — what should I do?

First, check your spam or junk mail folder. If nothing appears, contact us at contact@maion-studio.com: we will check that your order has been registered and resend the confirmation.

Can Maïon refuse my order?

MAÏON STUDIO reserves the right to refuse or cancel any order that is unusual — abnormally high quantity, suspicion of commercial resale, obvious pricing error, or payment incident. If applicable, you will be informed by email and fully reimbursed.

2. Pre-orders

What is a pre-order?

Some MAÏON creations are available for pre-order before their actual availability. You reserve your item in advance, payment is collected in full upon validation, and shipping occurs within the timeframe indicated on the product page.

What is the shipping time for a pre-order?

The estimated delivery time is indicated on the product page and reminded in your confirmation email. Generally, it is approximately 15 working days from the order date, to which the delivery time according to your destination is then added.

What happens if my pre-order is delayed?

If the shipping time is delayed by more than 7 working days compared to the announced date, we will inform you by email. You can then choose to maintain your order or cancel it to receive a full refund within 14 days.

3. Payment

What payment methods do you accept?

We accept the following payment methods:

• Bank cards: Visa, Mastercard, American Express
• PayPal
• Apple Pay
• Payment in 3 interest-free installments (Klarna, Alma or Scalapay depending on availability)

No payment by bank transfer is accepted.

Is payment in 3 interest-free installments available for all orders?

Installment payment is offered at the time of checkout via an independent third-party provider. Eligibility is determined by this provider according to its own criteria. This service is subject to its general terms and conditions, which we invite you to consult before validating.

Is my banking data secure?

Yes. Payments are secured via Shopify Payments, in accordance with PCI DSS standards. MAÏON STUDIO does not collect or store any banking data.

Can my order be refused due to payment?

In case of authorization refusal by your bank, the order cannot be validated. We recommend that you contact your bank. MAÏON STUDIO cannot be held responsible for a refusal from your bank.

4. Delivery

Do you deliver in mainland France?

Yes — and delivery is free for all orders in mainland France, with no minimum purchase. You choose between:

• Home delivery via DPD (Predict service): 1 to 4 working days
• Delivery to a DPD pickup point: 1 to 4 working days

For light items (less than 100g, such as charms purchased alone), delivery is via La Poste tracked letter in 3 to 6 working days. In the case of a mixed order, the entire order is shipped by DPD parcel.

Do you deliver internationally?

Yes, MAÏON STUDIO delivers throughout Europe. Shipping costs are automatically calculated during the order based on weight and destination. Estimated delivery times are:

• EU member countries: 3 to 5 working days
• Non-EU European countries (Switzerland, United Kingdom, Norway, Iceland, etc.): 4 to 7 working days

These times are indicative and may vary depending on the vagaries of international transport and customs controls.

Are there customs fees for delivery to a non-EU European country?

For deliveries to non-EU European countries (including Switzerland, United Kingdom, Norway, Iceland), customs duties, import taxes, and other local charges that may be required by the authorities of the destination country are entirely your responsibility. MAÏON STUDIO has no control over these fees. We invite you to inquire with the competent authorities in your country before ordering.

How do I track my order?

As soon as your package is shipped, you will receive an email with a tracking number allowing you to track your delivery in real-time on the carrier's website (DPD or La Poste, depending on the case).

What if my package arrives damaged?

Upon receipt, check the condition of the package in the presence of the delivery person and, if necessary, make precise reservations on the delivery slip. Inform us within 48 hours at contact@maion-studio.com with supporting photos, and we will handle the situation.

My delivery address was incorrect — what should I do?

In case of delivery failure due to an incorrect address or prolonged absence, re-shipping or return costs are at your expense. Please check your information carefully before confirming your order.

5. Returns & exchanges

Can I return an item?

Yes. You have a right of withdrawal of 14 days from the day after you receive your order, without having to provide any reason. Simply contact us at contact@maion-studio.com, indicating your order number and the items concerned.

What are the conditions for a return to be accepted?

To be accepted, any returned item must imperatively:

• Not have been worn or used — only tried on
• Be in perfect original condition, free of any signs of wear, scratches, dirt, or odor
• Be accompanied by all its original elements: packaging, pouch, accessories, any charms

All returns must be subject to a prior request. MAÏON STUDIO reserves the right to refuse returns that have not been announced or that do not comply with these conditions.

Who covers the return costs?

Return costs are at your expense. MAÏON STUDIO can provide you with a prepaid return label, the logistical cost of which will be deducted from the refund. You can also organize the return by the carrier of your choice, at your own expense and risk.

Are there any items not eligible for return?

Personalized or custom-made items at your express request cannot be returned, in accordance with Article L.221-28 of the Consumer Code.

Do you offer exchanges?

MAÏON STUDIO does not offer direct exchanges. If you wish to have a different color or model, we invite you to return the item under the stipulated conditions and place a new order.

I reside outside France — how do I make a return?

Returns from abroad follow the same general conditions (14-day period, unworn item, complete original packaging), with three specific points:

• Contact us beforehand at contact@maion-studio.com to validate your request and obtain confirmation of the return address before any shipment.
• Return costs are entirely your responsibility. We are unable to provide a prepaid label for returns from abroad; please organize shipping via the carrier of your choice.
• On the customs form, it is imperative to indicate "Commercial return" (or "Retour commercial"), along with the exact value of the item and your order reference. Without this mention, the package may be blocked at customs — the refund will only be made upon effective receipt of the package.

I only want to return a charm — what is the process?

For the return of a charm alone, no prepaid return label is provided. After validating your request with our customer service, simply send your item by tracked letter via La Poste to the following address: MAÏON STUDIO — 6 rue d’Armaillé, 75017 Paris. Keep your proof of shipment. The refund will be made within 14 days of receipt. If you return a charm at the same time as a bag, the return is carried out via the standard process (DPD label).

6. Refunds

How long does it take for me to get a refund?

Once your return is received and its compliance verified, the refund is made within a maximum of 14 days to the same payment method used for the order.

What amount is refunded?

The refunded amount corresponds to the price of the returned items, minus the return costs if MAÏON STUDIO provided a prepaid return label. Initial delivery costs are only refunded if the entire order is returned.

What happens if the returned item shows signs of use?

If the item shows signs of actual use, damage, or does not meet the return conditions, MAÏON STUDIO reserves the right to reduce the refund proportionally to the depreciation observed, or even to refuse it, informing you accordingly.

7. Products & materials

Where do MAÏON's leathers come from?

MAÏON leathers are selected from LWG (Leather Working Group) certified European tanneries, a guarantee of traceability and adherence to the most demanding environmental and social standards.

My bag has variations in grain or shade — is this a defect?

Not at all. Leather is a natural and living material: variations in grain, texture, or shade are inherent to its nature. These singularities do not constitute defects — they are the signature of an authentic material destined to develop a patina and evolve with you.

These natural characteristics are not covered by the legal guarantee of conformity and do not entitle you to an exchange or refund.

Do the colors on screen exactly match the products?

We do our utmost to faithfully reproduce colors in our visuals. However, slight variations may exist depending on your screen display settings. These differences do not constitute a defect.

What does "suede leather" mean and how do I care for it?

Suede leather (or velour leather) is a nubuck finished leather, soft and velvety to the touch. Our suede leather items are treated with a water-repellent finish during manufacturing, but this protection diminishes with use. We recommend regularly reapplying a water-repellent spray suitable for suede leather.

The gradual loss of water-repellent properties due to normal wear and tear does not constitute a defect of conformity.

8. Care tips

How do I care for my MAÏON piece daily?

To preserve your item over time, we recommend:

• Avoiding prolonged contact with water, heat, direct light, greasy substances, perfumes, and cosmetic products
• In case of contact with water, gently blot with a soft cloth without rubbing, then let air dry naturally
• Being attentive to color transfer: light-colored or suede leathers may mark when in contact with dark or highly pigmented clothing
• Storing the item in its protective pouch when not being worn
• For suede leather items: regularly reapply a suitable water-repellent spray
• For suede leather items: in case of stains or flattened fibers, use a double-sided brush specifically for suede leather (crepe side for routine cleaning, brass bristle side for flattened fibers), brushing in the direction of the nap

The natural evolution of leather — patina, softening, enrichment of shades — is the mark of a living material. This is what makes each MAÏON piece unique.

Do you offer a repair service?

For any specific care advice or repair request, send us an email at contact@maion-studio.com with the subject "SAV" and a description or photo of the request. A team member will respond to you as soon as possible.

9. Guarantees

What is the warranty on my MAÏON purchases?

All our products benefit from the legal guarantee of conformity (2 years from delivery) and the legal guarantee against hidden defects, in accordance with French law. In the event of a proven defect, we prioritize repair or replacement of the product.

What is not covered by the warranty?

The following are not considered defects of conformity within the meaning of the legal guarantee:

• Natural variations in grain, texture, color, or appearance inherent to leather
• The evolution and patina of leather related to normal use
• Color transfers between leather and clothing resulting from prolonged contact
• The gradual loss of water-repellent properties of suede leather due to normal wear and tear
• Damage resulting from misuse or improper care

How do I claim a warranty?

Contact us at contact@maion-studio.com, indicating your order number, a precise description of the observed defect, and supporting photos. We will acknowledge receipt and inform you of the procedure to follow.

10. Account & personal data

Is it necessary to create an account to order?

No. All orders on maion-studio.com are placed as a guest: no account creation is required or offered. You simply need to provide your shipping and payment information at the time of ordering.

How do I exercise my rights regarding my personal data?

In accordance with the GDPR, you have the right to access, rectify, erase, and object to your personal data. To exercise these rights, contact us at contact@maion-studio.com. All information relating to the processing of your data can be found in our Privacy Policy available on the website.

11. Disputes & mediation

What if my problem is not resolved by customer service?

If your dispute could not be resolved amicably with our customer service, you can resort free of charge to consumer mediation with:

Médiation de la Consommation & Patrimoine (MCP)

12 Square Desnouettes — 75015 Paris

www.mcpmediation.org — contact@mcpmediation.org

You can also use the European online dispute resolution platform: https://ec.europa.eu/consumers/odr

A question not listed here?

Contact us at contact@maion-studio.com

Customer service available Monday to Saturday from 9 am to 6:30 pm.

MAÏON STUDIO — SASU with a capital of €1,000 — RCS Paris 101 881 738

6 rue d'Armaillé, 75017 Paris — contact@maion-studio.com — maion-studio.com