Frequently Asked Questions

ACCOUNT

ORDER

SHIPPING

RETURN

HOW DO I CREATE AN ACCOUNT?

You will find on the upper right of each page of the Mavreen website, a dedicated area allowing you to create an account.

WHAT ARE THE BENEFITS OF THE REGISTRATION?

-       You must register because:

-       You will benefit from reserved offers.

-       An access to your Wishlist.

-       Control the state of your orders in real time and manage your data in a simple and immediate way.

-       You will be able to realise quickly and easily your orders thanks to the agenda of your addresses as well as the possibility to follow the state of the orders.

WHAT TO DO IF I FORGOT MY PASSWORD?

Simply click on the link « forgotten password? » next to the login button and follow the instructions. Do not hesitate to contact us if your problems remain.

HOW TO CHANGE MY EMAIL ADDRESS?

If you are a client of Mavreen, you can change your email address, at the section “Ma account/My profile”.

To change your email address, you need to:

- Login with your former email address and your usual password.

- Go to the section "My account/My addresses”.

- Modify your email address then click on "save the modifications". The next time you login, you will have to do it with your new email address. These modifications are then immediately taken into account.

HOW CAN I DELETE MY ACCOUNT?

If you are a client of Mavreen, you can delete your account at any time by contacting our Customer Service with the following informations:

-       Your full name

-       Your email address

-       Your invoicing address

-       Your date of birth

Once these informations received, your account will be deleted and a confirmation will be sent to you. However, we can keep informations about you for administrative and verification purposes as well as to keep a trace of your contract with us.

HOW CAN I UNSUBSCRIBE FROM YOUR NEWSLETTERS?

If you no longer wish to receive the Mavreen newsletters, there are two simple ways to unsubscribe.

Click on the unsubscribe link in one of your emails.

Log into your mavreen account: there is a button to unsubscribe from the newsletter. Once the modifications made, do not forget to save them.

Please note that your unsubscription can take up to 7 days to be in effect. If you have a change of mind, you can easily subscribe to our newsletter again from your Mavreen account.

DO I HAVE TO ORDER ONLINE?

Yes, we are an online retailer, so you can only order online. It’s quick, safe and secured.

HOW TO MAKE AN ORDER?

1)    Select your products Mavreen

Start to fill your cart with Mavreen items that you wish to buy: on each product page, choose the size and the colour desired then click on the « Add to cart » button.

 

2) Click on « My cart » on the upper right of the website

By clicking on « My Cart », you will have access to the overview of your order. Do not forget to choose the desired quantity and if applicable, your promotional code. If you have a Paypal account, you will be able to pay your order with it.

 

3) Login by choosing one of the 3 available options:

1-      I already have a Mavreen account: choose this option if you already possess a Mavreen account. Your shipping and invoicing addresses are saved and you can use them again later one if you make another order on the website.

 

2-      I create my Mavreen account: it’s the best option if you make an order for the first time on our website. The creation of a Mavreen account will allow you to benefit from several advantages such as the review of your online orders, the follow-up of your package since the account, the management the inscription to newsletters and to give your opinion on our products.

 

3-     I order without creating an account: it is also possible to make an order without creating a Mavreen account. Your personal informations will not be kept on the website and you will not be able to benefit from the advantages related to a Mavreen account. We recommend you to create your Mavreen account if you want to make another order later on.

WHAT CAN I DO IF I FORGOT MY PASSWORD?

Simply click on the link « forgotten password? » next to the login button and follow the instructions. Do not hesitate to contact us if your problems remain.

 

HOW CAN I PAY MY ORDER?

We propose a variety of payment methods for your order, including:

Debit Card, Visa, MasterCard, Electron, Paylib. We also accept the payments via Paypal and by gift card.

You also have the possibility to pay via the Paypal Express option. It’s a quick and secured way to avoid the payment as a guest, and to buy our products online. PayPal already has your informations of payment saved, so you only have to use your email address and your password to effectuate your purchases online.

We apologise but we can’t accept cheques or postal orders.

We take seriously the fraud so that all credit or debit card holders are subjected to a validation and authorisation by us and your bank.

WHY THE SYSTEM REQUEST A CODE AFTER ENTERING MY BANKING INFORMATIONS?

After validating your banking informations, you are sent on the website or your bank. In the 3D Secure window displayed, the authentication process to follow is proper to each bank. You may be required to:

This exchange of informations between you and your bank is secured. It allows to guarantee the identity of the card holder.

For any question on the 3D Secure code (obtention, loss, modification…), contact directly your bank.

IS IT POSSIBLE TO MODIFY OR CANCEL MY ORDER?

Before making an order, you can verify the content and the total amount of your cart.

Once the order is made, your products already being in preparation, it is impossible to cancel or modify your order. We self-imposed this reactivity to allow you to receive your products within the shortest deadlines. However, you can return us any unwanted item in respect with our conditions of returns.

HOW TO CANCEL MY ORDER FROM THE METROPOLITAN FRANCE?

The rules of the Consumer Contracts from 2013, RU state that you have 14 working days to cancel the contract of your order, the fourteen working days starting on the following day from the reception of your order.

If you wish to return the totality of your order for which you paid shipping fees, we will refund the purchased items as well as the amount of the shipping fee.

Your refund will be made on the payment method used to pay your original purchase.

If you use your right of withdrawal since a territory outside of the metropolitan France, the returns must be made at your own expenses. See policy of return

 

HOW TO USE A PROMO CODE?

In your shopping cart, enter your promo code (in capitals, without spaces) in the field provided to, which is located at the right of your shopping cart, then click on the « OK » button to apply your promo code.

The promo codes can’t be combined with another offer, promotion or student discount (except otherwise specified). We can only use one code per order.

WHY MY PROMO CODE DOESN’T WORK?

Verify that your promo code is entered, without spaces, in capitals. Please also verify that this promo code isn’t expired and that it is still valid.

HOW LONG AFTER THE RECEPTION OF MY ORDER CONFIRMATION CAN I FOLLOW-UP MY ORDER?

After reception by email of your shipping confirmation, it will take up to 24 hours before you can follow-up your order.

 

In the section ‘My account’, you can verify the progression of your order thanks to the following status:
Order received and ready to be shipped. The order has been submitted and will be ship as soon as possible.
Payment accepted. The order is going to be shipped.
Order shipped. The order left our warehouse.
Order terminated. The order has been delivered.

DO YOU DELIVER IN MY COUNTRY? HOW MUCH THE DELIVERY COST?

Mavreen delivers in the countries listed in the following table:

Countries concerned

Transporter

Price

Delivery deadlines

France

Colissimo

6,22

4 days

 

Germany, Belgium, Luxembourg, Holland.

Colissimo Europe

8

 

6 days

Austria, Spain**, Ireland, Italy, Portugal**, United Kingdom.

Colissimo

10

6 days

Denmark, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Slovakia, Slovenia, Sweden, Swiss.

Colissimo

11

6 days

Finland, Greece, Iceland, Maghreb, Malta, Norway, Turkey, specific territories such as Spain and Portugal, other countries from the Eastern Europe.

 

Colissimo

12

10 days

Australia***, Canada, China, South Korea, United States***, Hong Kong, India, Israel, Japan, Russia, Singapore, Thailand, Vietnam.

 

Colissimo International

25

14 days

Africa (except Maghreb), America (except United States and Canada) Middle East, other countries from Asia, Oceania (except Australia).

Colissimo International

27

14 days

Guadeloupe (including St Barthelemy and St Martin), Martinique, Re?union, Guyana, Mayotte and St-Pierre-and-Miquelon.

 

Colissimo

15

10 days

New Caledonia and its dependencies, French Polynesia, Wallis and Futuna Islands, French Southern and Antarctic Territories.

 

Colissimo

27

10 days

 

The shipping fees are calculated at the moment of the payment, after the country and shipping option have been chosen, the prices can vary.

 

HOW LONG WILL MY DELIVERY TAKE?

 

   Options of delivery

           Delivery deadlines    

• France Standard Delivery

              Up to 4 working days

• DOM/TOM Standard Delivery

              Up to 14 working days

• Belgium Standard Delivery

              Up to 7 working days

• Swiss Standard Delivery

              Up to 7 working days

• Europe Standard Delivery

              Up to 7 working days

• Rest of the World Standard Delivery

              Up to 14 working days

   
   
   
   
   
   

WILL I BE INVOICED FOR THE CUSTOMS AND IMPORT FEES?

You must respect all the laws and regulations in force in the destination country of the Products. If you order Products on the website for a delivery outside the European Union territory, they can be submitted to rights and taxes of import which will be withdrawn once the delivery will arrive at the specified destination. You must pay off these rights and taxes of import.

Please note that we don’t have any control on these fees and that we can’t foresee their sums. Please contact our local customs department for more informations before making an order.

CAN YOU DELIVER AT AN ADDRESS OTHER THAN THE INVOICING ADDRESS?

If you want your package to be delivered to the office or to another address, be sure to write the name of the company or organisation in the ‘address’ field as well as the name of a contact so that your package is delivered well.

What IS THE RETURN DEADLINE OF AN ITEM?

You can return any item within 14 days after reception of your package.

Please return the incorrect items in their original packaging.

However, the returned items must be in a state allowing their reselling, and:

-       The items must not be worn or washed. 

-       The original labels must not be removed from the items.

-       The items must not have make-up stains.

 

HOW MUCH THE RETURNS COST?

Unfortunately, the service of free returns is available only for clients returning their items directly from France with the prepaid return label included in the package and only if you use the same transporter who delivered it to you and if you follow the instructions below.

Mavreen – doesn’t cover the international return fees.

HOW TO RETURN AN ITEM?

France – free return

To return an item via the Colissimo service:

1-     Please fulfil and detach the return voucher (located at the bottom of your delivery coupon) included in your order.

2-     Please specify the reason of the return and fulfil all the requested fields.

3-     Carefully wrap the items and join the return form duly fulfilled.

4-     Take off the return label provided on your delivery coupon and put it at the front of the package while covering the initial label with your name and address.

5-     Deposit the package to your post office 14 days, at the latest, after the reception date of your order.

6-     Do not forget to request a proof of delivery when sending it.

Note: It is important to keep your delivery coupon and your proof of delivery. For some reason, if we don’t receive your package or if you have questions regarding your refund, please mention this number of reference in all your communications. Without this information, we will not be able to make the refund.

The process of a return can take up to 14 days from the reception fate of the package in our warehouses, if this one was sent to us by postal service.

Swiss and the rest of the world – paid return

Mavreen – doesn’t cover the international return fees.

The items must be returned to the address below and the sending is at your expense. Be sure to keep a proof from the post office to attest your sending in case of loss of your package or damaged package. The items are your responsibility until they arrive in our warehouse.

ADREESS:

Mavreen SAS

99 Bis avenue Générale Leclerc

75014 paris

WHAT TO DO IF I LOST MY RETURN VOUCHER?

You can download the forms below:

RETURN NOTE EUROPE

 

  

Attention : For the international destinations, the delivery fees are at your expense.

 

RETURN NOTE INTERN.

 

 

 

 

DO YOU REFUND THE DELIVERY FEES?

1-   We will refund you the delivery fees if you have invoked your right of withdrawal according to the regulations of distance selling

2-   In case of an order entirely defective.

3-   In case of late delivery of the order.

 Attention: For the international destinations, the delivery fees are at your expense.

HOW LONG THE PROCESSING OF MY RETURN WILL TAKE?

It can take up to 21 working days (weekends and public holidays excluded) for your return to be delivered to our warehouse in France, depending on your localisation and postal service used. Please, see the details below as a guideline:

 

• Ireland - 14 working days

• Germany - 14 working days

• Spain and Italy - 15 working days

• Rest of the world - 21 working days

 

We will send you an email as soon as we received your return in our warehouse in France. Once received, we will refund you in your original payment method. Usually, it is made within 2 working days.

All returns are verified by our quality department – the items must be returned in a brand new and unused state with the labels joined and, if possible, sent back in their original packaging.

The refunds will not be made if they aren’t compliant with our policy of returns.

MAY I MAKE AN EXCHANGE RATHER THAN RECEIVE A REFUND?

Unfortunately, we can’t make exchange at this moment. You can return your item and make another order to receive the item desired.

WHERE IS MY REFUND?

• We will send you an email as soon as we received your return in our warehouse in France. Once received, we will refund you in your original payment method. Usually, it is made within 2 working days.

• It can take up to 10 working days for the funds to appear on your account depending on your bank or the issuer of your card.

• The refunds by credit or debit card can take up to five working days to appear on your bank account, then up to two cycles of invoicing to appear on your bank statement.

• The refund of Mavreen gift cards can take up to 24 hours. You can verify the balance online.

PayPal, 1-5 working days (from Monday to Friday). The refund will be transferred on the same Paypal account used for the payment.