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Shipping Policy

You are currently on the Maison Nanou website.
We only ship within the European Union. For deliveries outside of the EU, please consult the section on international orders.

DELIVERY by BPOST

Maison Nanou works together with Bpost to offer the best possible shipping service.

Bpost delivers on business days between 8 a.m. and 5 p.m and Bpost will inform you via e-mail about the expected delivery date. Is that day inconvenient for you? No problem, you can simply change the delivery via the internet-link which you receive along with the shipment confirmation. You can for example choose to have the package delivered to a Bpost pick-up point near you or to a different address. You will receive an e-mail once your package has been delivered.

Was your package delivered to a Bpost pick-up point? Please be sure to bring identification when you go collect the package. You will have 14 days to pick up the package before it returns to Maison Nanou. We will then contact you to arrange a new delivery. Please note that additional costs may apply.

  • We aim to offer same-day shipping for all orders placed on weekdays before 5pm (CET).

  • Bpost does not deliver on Saturday, Sunday, and bank holidays.

  • At the moment it is not yet possible to have an online order delivered to a Maison Nanoustore.

 

ESTIMATED DELIVERY TIME

Maison Nanou will make every effort to deliver your order as quickly as possible.

Belgium  1-2 business days *

If you have not received your delivery in time, please track your order or contact our Customer Service team at: hello@maison-nanou.com

* Delivery times go into effect the business day after you place an order and are indicative. During busy periods, such as the end of the year or during sales, dispatch and delivery may take longer than usual.

RATES

For Belgium we offer free shipping for orders over € 300.
For orders below € 300, a shipping cost of € 7,50 applies.

GIFT CARDS

A gift card by e-mail is directly sent to an e-mail address of your choice.

A paper gift card is sent with Bpost, free of charge. A signature is required upon delivery. We aim to offer same-day shipping for all gift card by post orders placed on weekdays before 5pm (CET).

 

INTERNATIONAL ORDERS
(OUTSIDE OF THE EU)

We currently only ship and support services within Europe. If you are based outside the EU and still wish to purchase from our website, you can do so on your own initiative by using an independent parcel forwarding service. There are a number of them (depending on your location) which offer an effective workaround solution in global delivery.

If you have any other questions, please do not hesitate to contact our Customer Service team by mail: hello@maison-nanou.com

Return & Exchange Policy

You can return your purchased items from www.maison-nanou.com and www.maisonnanou.com within 30 days counting from the day after you received your order. For our Belgian customers we offer complimentary return shipping through Bpost.

 

CONDITIONS

Because we are a small scaled start up label please note that any returns to us are at own expense. We want people to fall in love with their purchased goods, just as much as when we designed them. We also want to keep our ecological footprint as low as possible.

A product which you wish to return must satisfy the following conditions:

  • It must be in new condition.

  • It must include the Maison Nanou label tag.

  • It must be unworn, unwashed and undamaged.

  • It must be complete (i.e. together with all items received which came with the original product).

  • It must be packaged in a sufficiently sturdy box (neutral and not showing a logo), so that we receive the product in an undamaged condition.


Did you receive a damaged article? Please contact us as soon as possible via: hello@maison-nanou.com

 

 

HOW DOES THIS WORK IN PRACTICE?

Making a return is simple:

Fill in your return request either online in My Account section OR send us an

e-mail to hello@ maison-nanou.com in the 30 days counting from the day after your received your order.


For the Belgian costumers

  • Drop the package off in a Bpost post office or Bpost parcel shop.

  • We recommend writing down the Bpost tracking number mentioned on the label so you can follow the shipment.

  • You can choose your own shipping method and carrier. We strongly recommend

         shipping with a tracking option, as you are responsible for the package until it reaches our headquarters.
 
For the European costumers

 

  • Drop the package off in a post office or parcel shop.

  • We recommend writing down the tracking number mentioned on the label so you can follow the shipment.

  • You can choose your own shipping method and carrier. We strongly recommend 

        shipping with a tracking option, as you are responsible for the package until it reaches our headquarters.

 

REFUND

Once your return reaches us, and is in accordance with the conditions above, we will arrange for a refund within 14 calendar days. We reserve the right to only make a refund when the goods have reached us.

  • The refund will be credited to the original payment method used to place the order.

  • If the order was (partially) paid with a gift card, a new gift card will be issued and sent via e-mail.

  • If a discount was applied to your original order, the amount refunded will be adjusted if necessary.

 

PLEASE NOTE

Any returns for which the sender cannot be identified will be refused, so make sure you always enclose the returns slip or invoice or packing slip.

Gift cards cannot be returned or exchanged for cash or any other forms of payments, not even partially.

Returns outside the 30-day time frame may be accepted solely at the discretion of Maison Nanou.

If you still have a question about your return, don't hesitate to contact us: hello@maison-nanou.com

Fill in retour-form

Bedankt voor het indienen!
We nemen zo snel mogelijk contact met je op.

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