FAQ

For any questions regarding a product, an order, a return or for personalized advice, Karine is at your disposal:

By email to eshop@mat-de-misaine.com

By phone at 02 51 60 29 80.

Monday to Thursday: 9:00 a.m. to 12:30 p.m. and 2:00 p.m. to 5:00 p.m.

Friday from 9:00 a.m. to 12:30 p.m.

You can pay for your order using several payment methods: Visa, Mastercard, and American Express. You can also pay with PayPal and Apple Pay. Payment in 3 installments is possible for orders over €50.

Mat de Misaine uses the secure Shopify Payments system to ensure the safety of your purchases. Shopify Payments is PCI Data Security Standard compliant and supports 3D Secure payments.

In Metropolitan France & Corsica

• To your home or to a Colissimo collection point: €6.90. Free for orders over €150.
• In the Mat de Misaine store: free.

Internationally

• Europe (Colissimo): €12
• Outside Europe (Colissimo): €34
  

They take into account the order preparation time, the chosen delivery method and postal delays.

Any order placed before 12 p.m. is prepared and generally shipped the same day, except for orders placed on Friday, Saturday and Sunday, which will be shipped on Monday, as well as orders placed on public holidays, which will be shipped the following business day.

Delivery times are as follows:

Metropolitan France and Corsica

Home or collection point delivery within 2 to 3 working days after dispatch.

Delivery to the Mat de Misaine store within 1 to 5 working days depending on product availability in the chosen collection store.

Internationally

Delivery within 3 to 10 working days depending on the destination country.

In Europe:

Germany - Austria - Belgium - Denmark - Spain - Finland - France - Greece - Ireland - Italy - Luxembourg - Netherlands - Portugal - Czech Republic - United Kingdom - Sweden - Switzerland

Outside Europe:

Australia, United States and New Zealand.

All prices displayed on our website include value added tax (VAT) for countries located within the European Union.

Outside the European Union, prices are displayed excluding taxes. Additional fees such as customs duties, value-added tax, and other taxes may apply depending on the country and are the customer's responsibility.

You have 30 working days following receipt of your package to return all or part of your order to us.

Products must be returned in perfect condition (unworn, unwashed, unaltered), with their original label and packaging.

From Metropolitan France and Corsica

Return costs are free from mainland France and Corsica.

1. Download your return label from the page https://mat-de-misaine.com/pages/retour-colissimo
2. Complete the return form included in the original package, indicating the reason for the return.
3. Prepare your package with the product(s) to be returned, including the completed return slip.
4. Drop off the package at the post office, at a Relay Point, or directly in your mailbox (if the package size allows it) upon request from La Poste > https://www.laposte.fr/expedition-bal/formulaire. We invite you to keep proof of deposit of your package until your order is refunded.
5. The refund will be made to the bank card used for payment within 2 working days after validation by our Customer Service.

Returns in stores

You can make your return to the Mat de Misaine store of your choice regardless of the delivery method chosen.
The refund will be made by our Customer Service within 48 hours and not immediately in store.

From international

Return costs are your responsibility.

If you receive an item that is defective or does not match your order, we invite you to return it to us within 30 working days of receiving your order.

Products must be returned in perfect condition (unworn, unwashed, unaltered), with their original label and packaging.

From Metropolitan France and Corsica

Return costs are free from mainland France and Corsica.

1. Download your return label from the page https://mat-de-misaine.com/pages/retour-colissimo

2. Complete the return form included in the original package, indicating the reason for the return.

3. Prepare your package with the product(s) to be returned, including the completed return slip.

4. Drop off the package at the post office, at a Relay Point or directly in your mailbox (if the package size allows it) upon request from La Poste > https://www.laposte.fr/expedition-bal/formulaire. We invite you to keep proof of deposit of your package until your order is refunded.

5. The refund will be made to the bank card used for payment within 2 working days after validation by our Customer Service.

From international
The return costs will be refunded to you provided you include proof of shipping costs with the package.

You have 30 working days following receipt of your package to request an exchange from France or internationally.

The product(s) to be exchanged must be returned in perfect condition (unworn, unwashed, unaltered), with their original label and packaging.

Online

Return costs are free from mainland France and Corsica . Return costs from international destinations are your responsibility.

1. Download your return label from the page https://mat-de-misaine.com/pages/retour-colissimo

2. Complete the return slip included in the original package, indicating the new size desired in the space provided for this purpose.

3. Send your package with the product(s) to be returned, enclosing the completed return slip.

4. Upon receipt of your package , we will proceed with the exchange. The delivery costs will then be our responsibility.

In stores

You have the option to exchange a product for another product available in the Mat de Misaine store of your choice, regardless of the delivery method chosen.

If the exchange amount exceeds the amount of the online order, you will pay the difference in store. Otherwise, a credit note will be issued in store. It will be valid for 1 month in all Mat de Misaine stores. Please note that credit notes cannot be used online.

The refund will be made to the bank card used for payment within 2 working days after validation by our Customer Service.

A refund confirmation email will be sent to you.