Customer service
Here you find the answers to the questions we are asked most often. Is your question not listed? Email info@maisonlayali.nl or call 06 19079522; we reply within one working day.
Frequently asked questions
Where is my order?
As soon as a parcel is on its way, you receive an email with the track & trace code. You can also follow it via the link in your order confirmation, or in My account if you have an account.
How long until I receive my order?
The delivery time differs per piece and is shown on the product page before you order: usually between 2 and 14 working days. We never deliver later than 30 days.
Will my order arrive in one parcel?
Not always. Many pieces are sent to you directly by the maker or supplier. If you order pieces from different makers, your order may arrive in more than one parcel. You pay the delivery costs only once.
Do I pay import duties or customs charges?
No. All our pieces reach you without import duties, customs charges or extra VAT. The price you see at checkout is what you pay.
Where do the pieces come from?
Every product shows whether it is handmade in Egypt, made in Egypt or inspired by Egypt, who makes it and which country it is shipped from.
What does delivery cost?
Delivery costs € 6.95 in the Netherlands and Belgium, and from € 150 it is free. You also see the delivery costs in your basket and at checkout, before you pay.
How can I pay?
Online via Mollie, with iDEAL | Wero, Bancontact, credit card, Apple Pay and Klarna, among others. At checkout you see which methods are available for your order. You never pay extra for a payment method.
Can I still change or cancel my order?
Contact us as soon as possible. If your order is not yet on its way, we are happy to change it. If it has already been shipped, you can cancel the purchase within 14 days of receiving it.
How do I send something back?
Register your return on Returns or with your order. You send it to our return address in the Netherlands, even if the maker shipped it. You pay the cost of sending it back yourself, unless it arrived broken or wrong.
How do I cancel the purchase?
With the button "Cancel the contract here" at the bottom of every page. You immediately receive a confirmation with the date and time.
What if something is broken?
Take a photo and let us know. We send a new piece or refund you. Handmade pieces differ slightly in colour and shape; that is part of them and not a defect.
How can I reach you?
Email info@maisonlayali.nl or call 06 19079522. We reply within one working day.