Terms & Conditions
SIRET : 88856590000014
MaisonCléo is a handmade-to-order brand based in Lille, North of France. Our clothes and accessories are crafted in limited series from quality deadstock fabrics, entirely handmade, sewn, and knitted in our atelier. Without any stocking items, we offer made-to-order products with the possibility of tailor-made creations at no additional cost. The idea is to share our know-how and make made-in-France accessible to everyone.
All prices are displayed in Euros (including VAT but excluding custom fees and other taxes) and are calculated as fairly as possible, with detailed explanations provided on each product page.
The website accepts payments through Visa, Mastercard, American Express, as well as PayPal. With PayPal, you can choose to split your payment into four installments at no additional charge.
DELIVERY AND DELIVERY TIME
After placing your order, you will receive an order confirmation via email. MaisonCléo operates without any stock, and every piece is made-to-order. The approximate dispatch time is 21 working days from the order placement date (excluding weekends and bank holidays).
All orders are shipped from France via DHL Express only. Once your order is shipped, you will receive an email from DHL Express containing your order’s tracking number.
We offer worldwide shipping, and shipping fees are automatically calculated at the basket. Please note that customs duties and taxes may apply outside Europe, and we are not responsible for these charges. We are unable to predict if you will be subject to duties or taxes, as well as the specific amounts involved.
Customs fees are calculated based on the package’s value, and we will not accept returns or
issue refunds for orders that were refused due to unpaid duties.
ORDERS OUTSIDE OF E.U.
For orders outside of European Union: By placing an order on MaisonCléo, you acknowledge and agree to cover the applicable VAT charges as imposed by customs services. If you choose to refuse the parcel, it will be returned to us, incurring dual VAT charges (import and export). If the package is returned, we will deduct the charges from your refund. In the case of refusal, the customs service will destroy the package, and we will be unable to process the refund.
We offer insurance for orders over € 500 in case your package gets lost. This insurance costs 10€. If you don’t want to insure your package, we can’t be held responsible in case of loss as specified in our general conditions of sale. If you wish to insure your package, you can select the insurance option during the checkout process.
RETURNS AND EXCHANGES
Returns and exchanges will be accepted only if approved by our customer service. The return shipment must adhere to the approval conditions and be initiated within 14 days of acceptance.
Items must be returned in perfect condition, unused, and undamaged, including the scrunchie.
Custom-made pieces are non-returnable. No exchange or refund will be processed without the form provided by customer service post-approval.
We are a small team of four seamstresses and one knitter, crafting each piece by hand in our atelier in the North of France. When you order from our e-shop, please keep in mind that your garment is made especially for you, and we dedicate hours to make this special order. While returns are possible if you don’t like the piece, we can’t issue a refund due to the time invested. Instead, we offer a credit note/coupon code valid for six months on our website.
Return shipping is at your expense, and we are not responsible for any delivery issues with your chosen carrier. We recommend choosing a delivery option with a signature requirement. If you wish to send back the product for adjustments, both the initial and return shipping fees will be at your charge.
Please note that items purchased from the “Ready to Ship” and “Archive Sale” sections are non-exchangeable and non-refundable. As a handmade-to-order brand, we produce items upon order receipt.
If a customer requests to cancel an order after we’ve started working on it or if the piece is already finished, a refund will still be processed, but we reserve the right to retain 30% of the total amount, reflecting the time and effort invested by our team.
Vintage pairs of shoes sold on the website cannot be returned.
All sales in our Archive Sale are final.
Each order includes a single matching scrunchie, not provided individually for each item (excluding accessories). If orders are made with wool, denim, or fabrics too thick for scrunchies, a cotton scrunchie may be included due to the original fabric’s roughness.
For Ready-to-ship and knitted orders, no scrunchies are offered.
- Cotton pieces: machine wash 30° maximum
- Velvet pieces: dry wash only
- Silk pieces: dry wash only
- Wool pieces: hand wash
MaisonCléo is committed not to disclose any information you communicate to us with others.
For all inquiries, including tailor-made/creation requests, or simply to send us a little note, please write to us at firstname.lastname@example.org or use our contact page.