FAQs

HOW DO I MAKE A PURCHASE?

Making your Maison Paws purchase is easy.

Simply select your items, along with size, click “add to bag”and then “proceed to checkout” and follow the straight forward prompts on screen.

If you have any problems, please contact our customer service manager at hello@maisonpaws.com.

HOW DO I CONTACT CUSTOMER SERVICE?

Our offices are based in Williamsburg, Brooklyn, NY. 

Please email hello@maisonpaws.com

Our opening hours are Monday – Friday 9.30am – 7pm (ES)

We aim to answer emails within 24 hours.

CAN I ORDER BY TELEPHONE?

We do not currently take orders over the phone.

Please place any orders via our website.

HOW DO I FIND A SPECIFIC ITEM?

If you know exactly what you are looking for please click on “Search” and enter the style name in the search box.

Alternatively, once you are looking at SHOP you can select a category from the drop down menu.

HOW DO I KNOW WHEN AN ITEM IS IN STOCK?

Most items are in stock and will be available for purchase.

Please be aware that even if the product is in your shopping bag it isn’t reserved and will therefore be available to other customers while you are browsing.

WHAT IF AN ITEM IS OUT OF STOCK?

If you can see a line through a certain size, it has sold out.

Please add your email to our stock alerts and we’ll let you know if we receive a new delivery.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, Mastercard, American Express. You can also choose to pay via PayPal or Amazon Pay.

We are based in New York and your card issuer may see your payment as an international transaction and charge you accordingly. For further details on this please contact your card issuer directly.

IS IT SAFE TO USE MY CREDIT CARD?

When you use maisonpaws.com, all communication takes place over a fully secure connection. Our payments are processed by an external provider with very high security standards, and we do not store full credit card information on our server. We take all reasonable measures to keep your data safe.

HOW WILL I KNOW THAT YOU HAVE RECEIVED MY ORDER?

After you place your order, you will receive an email of confirmation from us along with your order number.

Payment for the products and all applicable delivery charges will then be taken.

After your details have been verified and your item(s) located, your order will then be shipped.

Should any of the item(s) you have ordered be unavailable we will quickly inform you of the out-of-stock styles(s) and your payment for the item(s) will be refunded.

AM I ABLE TO TRACK MY ORDER?

Yes, you will receive a tracking number included in your Shipping Soon email, once your order has been accepted and confirmed.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we consider all of the information you share with us to be totally private and confidential.

At no point will we share, rent or sell your personal information without your consent.

IN WHAT PACKAGING WILL MY GOODS BE DELIVERED?

Your order will arrive in a Maison Paws bubble mailer or small cardboard box depending on the items.

WILL YOU HAVE SEASONAL SALES?

We hold seasonal sales twice a year. You can be guided directly to the sale section on our Homepage.

Please note that we cannot guarantee that prices will be equal to offline stores when they go on sale.

Due to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase late in the season.

INTERNATIONAL SHIPMENTS

Standard International - $45 USD

Do you cover duties/tax for international shipments?

All international orders are subject to duties and taxes billed by the destination country’s customs department. The recipient must bear any additional charges for customs clearance. These fees can be estimated and pre-paid during checkout to avoid clearance issues on import. We are not responsible for customs or transit delays. Should you need more information prior to purchase please contact us at hello@maisonpaws.com.

WHAT CURRENCY WILL I PAY IN?

The total of your order will be in US dollars.

Please note that if your credit / debit card is in a different currency, the total of your order will be converted into that currency. There may be associated charges with this from your card issuer.

We are based in the United States and your card issuer may see your payment as an international transaction and charge you accordingly. For further details on this please contact your card issuer directly.

HOW DO I LOOK AFTER MY MAISON PAWS PRODUCTS?

At Maison Paws, we source the best materials for our products to ensure they are both stunning and durable. Below is a Care Guide to help you get the most out of your items.

Leather
Due to the nature of the material, the appearance of our beautiful leathers can transform over time with slight color changes and markings. Marks can be improved by gently buffing the affected area with a soft cloth. To maintain the appearance of your leather goods, be sure to store them in your dust bags.

WHAT IF MY ORDER ARRIVES FAULTY OR DAMAGED?

If you have placed your order on maisonpaws.com and you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund. Please immediately contact hello@maisonpaws.com with images of any of your purchases, which you consider have been delivered faulty.

Please note: Items that are damaged as a result of normal wear and tear are not considered to be faulty, you may refer to our Care Guide above for further information.

If you return an item to us as faulty it will be thoroughly inspected by our production team to determine whether an item is faulty or whether it is wear and tear. If you ask for a repair, we will do so only where possible and not disproportionate.

If you ask for a refund, we may be entitled to reduce any refund to take account of any use you have had of the products since they were delivered to you.

If you would like to exchange a faulty product instead of obtaining a refund, we can only replace it for the same product in the same size and any exchange is subject to availability.

If you ask for a repair or replacement and we do not provide one in a reasonable time or have reason for not providing one (other than due to your fault), then you will be entitled to exercise your right to ask for a reduction in price or refund.