Delivery and order tracking

Countries, modes, delivery times and costs

We offer delivery throughout France and Europe.

Your order is delivered directly to your home countersignature.

If you are not at home on the day of delivery, your package will be deposited at the nearest post office.

In case of delivery outside of Metropolitan France, we apply delivery charges. Administrative and/or customs charges may be applied by the carrier.

In Metropolitan France and Monaco, delivery times are generally 5 working days from the dispatch of your order (except for pre-order models, in which case the delivery date is indicated on our website and on your order confirmation email).

All our packages are shipped the day after your order (except for pre-order models, in which case the delivery date is indicated on our website and on your order confirmation email).

In case of delivery outside Metropolitan France and Monaco, delivery times are extended by a few days.

Lost parcel

We invite you to contact our Customer Service by email at hello@maisonaima.com. 

To every problem, its solution!

Track the delivery of my order

Upon shipment of your order, you will receive an email with the tracking number of your package.

You also have the possibility to track your order in "My Account / My Orders" :

- In preparation: we prepare your order with love in our workshop.

- Shipping: your package has been handed over to our carrier and delivery is in progress.

- Theoretical delivery date: date on which your package should be delivered to you.

- Delivery: your package has been delivered to your home.

- Available as a relay point: your parcel is waiting for you at a relay point.

My package has been returned to sender

Unfortunately, once your package is returned to our workshop, it cannot be reshipped and will be automatically refunded.

Order

How do I place an order?

To place an order, after having selected the model and the colour of your choice by clicking on "Add to cart", you just have to click on "My shopping cart" at the top right of the page of our site.

When you are in your shopping cart, you can change quantities and delete an item. Finally, click on "Confirm your order".

After this step, you can log in to automatically fill in your details, create an account or choose to place an order without creating an account.

Finally, you will be able to proceed to the payment of your order by credit card or Paypal. 

We use the Stripe payment module to ensure a secure payment.

Pre-order and availability date of a model

When a model is indicated as a pre-order on its article sheet, it means that this bag is currently being manufactured in our workshop in Spain.

A delivery date is always indicated on the product sheet of the pre-order models.

We will notify you by email in real time of the progress of your pre-order.

Do I need to have an account to place an order on your site?

It is not necessary to have a customer account on our site in order to place an order.

You can actually place an order by adding the desired model to your shopping cart and then following the instructions on our site. You then have the choice: create an account or not (the creation of this account is not automatic).

However, we strongly recommend that you create an account to place an order. Thus, your account will allow you to group all your past orders and thus have a history.

Creating an account will also make it easier for you to place future orders on our site.

What is a pre-order?

We sometimes offer pre-orders. This means that you can order via our website a model currently being made, which will be delivered to you on the date indicated on the product sheet of the article and on your order confirmation email.

Pre-orders are an excellent way to reduce dormant and unsold stock. With this system, we know in advance which colours and parts we like the most.

Can I modify an already validated order?

Once your order has been finalised (i.e. payment validated), we cannot unfortunately guarantee that a modification of your order will be possible. Therefore, only a change of colour can be made, provided your order is not already being shipped. Any change of model will therefore require the cancellation of the initial order, then the placing of a new order.

If your order was placed less than 24 hours ago, you can send us an email at hello@maisonaima.com. We will then inform you of the status of your order, and will proceed to modify it if it has not yet been shipped.

Otherwise, you can still return the goods (by contacting us at hello@maisonaima.com). 

Your bag will then be refunded, however, the shipping costs will remain at your expense.

One model is no longer available

For a model that is out of stock on our site and therefore a victim of its success, you have the possibility to be notified by e-mail of its return to stock by clicking on "Notify me when the product is available" in the article sheet.

Confirmation of my order

After you have validated your shopping cart, your delivery information and your payment method and have clicked on "validate payment", you will receive a confirmation e-mail to your e-mail address. 

This e-mail is a summary of your order, specifying the desired shipping method and the delivery address provided.

If you do not receive a confirmation email, please contact us at hello@maisonaima.com.

Cancel my order

If your order has been placed within the hour, you can send an e-mail to hello@maisonaima.com. 

We will proceed to the cancellation of your order as well as your refund (which will appear on your bank account in the next few days).

If your order has been placed more than 24 hours ago (except for pre-ordered models), we unfortunately cannot guarantee you the possibility to cancel it. Indeed, it is possible that your order is already being shipped.

In the latter case, it is necessary to contact us at hello@maisonaima.com in order to proceed with a return.

What if I can't access my account to track my order?

If you are unable to log in via our site to access the status of your order, please email us at hello@maisonaima.com.

Most often, this inconvenience is due to the fact that you did not create an account when placing the order. We can then either send you an invitation to create one, or simply inform you of the status of your order.

How can I be sure that my order will be taken into account?

Once your order has been validated, you will automatically receive an order confirmation email, which ensures that your order has been properly processed.

If you do not receive this email, we advise you to : 

  • check your junk mail ;
  • contact us at hello@maisonaima.com if you can't find the confirmation email in the spam. We will then be able to modify the email address you provided when you placed your order, and send you your confirmation.

Payment

Accepted means of payment

To place an order on our website, you must pay for your order by credit card or Paypal. The accepted cards are : MasterCard and Visa.

Your bank account will be debited as soon as your order is validated, or within a few days after the validation of your payment.

Secure payment

All payments made on our website are completely secure and your personal data is not saved by AÏMA. All payments use 3D Secure technology when your bank allows it.

Payment difficulties

If you encounter difficulties in validating your payment via our site, we advise you first to make sure that the credit card used is a MasterCard or Visa and that your payment method is valid (expiry date, formalities...).

Secondly, as our security system is strict, please make sure that the name entered in your personal details corresponds to the name on the credit card used.

Finally, if the problem persists, we recommend that you contact your bank.

Payments in installments

We do not offer payment in installments.

Deferred payment

We do not offer deferred payment.

Your bank account is debited as soon as the order is validated, regardless of the date of dispatch of your order.

Accepted currencies

The payment of orders is only in Euros. We do not accept other currencies.

Invoice request

A summary of your order that can be used as an invoice is sent in the order confirmation e-mail, but we can of course also send you a duplicate of your invoice. To do so, please contact us at hello@maisonaima.com.

Duty free

We do not have the accreditation to claim a tax rebate. Therefore, we are not proposing the zero-rating

Returns & Refunds

Returning from Metropolitan France

You have a period of 14 days after receipt of your order to make a return.

To do so, simply contact us at hello@maisonaima.com to request a return.

Please note that the bag must not have been worn: the return may be refused if the bag shows traces of use.

In the case of a return from France, we will send you by e-mail a delivery note valid for 7 days. This delivery note will then be stuck on your parcel.

Therefore, you will be able to return your bag to us (in the box in which you received the bag so that the bag is not damaged during transport) by dropping it off at a Colissimo drop-off point or post office.

Upon receipt of your return, we will proceed to your refund within a period of 15 days and we'll send you a confirmation e-mail.

Liability and dispatch

Once shipped, the return package and its contents are under the responsibility of the customer until the package has been received by the company AÏMA. We invite you to keep your proof of deposit in order to prove your return when the time comes.

Can my return be refused?

Your return request may be refused in two situations: if the return deadline has passed, or if your bag shows signs of wear and tear.

For your return to be accepted, your bag must never have been worn. Each bag is thus examined upon receipt, and your request may be refused if it shows signs of use.

Also, we will contact you as soon as possible after receipt of your return package to confirm your refund.

Are returns free?

We offer free returns for any purchase made with a home delivery in Metropolitan France. In order to receive your return delivery note, please contact us via the address: hello@maisonaima.com.

Reimbursement

The refund is made within 15 days maximum after receipt of the return package, however we make every effort to ensure that it is made within three days of receipt. Your refund is then confirmed to you by e-mail.

The sum is refunded to the bank account of the card used to pay for the order.

My bag has a defect

If your bag has a defect on receipt, we invite you to contact us directly via the address hello@maisoaima.com and send us photos of the problem encountered, so that we can offer you the most suitable solution.

Follow the delivery of my return package

We undertake to process your refund request within 15 days of receiving your bag in our shop.

Thus, we will contact you once we receive your bag. However, you can follow the progress of the package you send us thanks to the tracking number appearing on your delivery slip.

What should I do if my return package is lost in transit?

As long as we have not received it, your return package is your responsibility. Thus, in the event of loss or any other problem during the routing or delivery of your return package, we invite you to contact the carrier you have used for this shipment.

Furthermore, we cannot proceed with your refund until your bag has reached us.