COLLECTIONS
1. How are Maison Ola collections released?
Maison Ola presents seasonal collections throughout the year, alongside a selection of signature styles that remain part of our permanent collection. New pieces and limited editions are introduced throughout the seasons.
2. Where can I discover the latest Maison Ola pieces?
Our latest pieces are available online under New Arrivals and at our Paris boutique at 33 rue de Grenelle.
3. How can I be notified about new arrivals and restocks?
Subscribe to the Maison Ola newsletter to discover our latest arrivals, seasonal collections, restocks and special projects.
ORDERS
1. Can I cancel my order after it has been placed?
If you wish to cancel your order, please contact us as soon as possible at info@maisonola.com, including your order number. We will do our best to accommodate your request, provided your order has not yet been prepared or dispatched.
2. I made a mistake in my order. What should I do?
If you have entered the wrong delivery address or selected the wrong item or size, please contact us as soon as possible, including your order number. We will do our best to make the change before your order is prepared. Once your order has been processed or dispatched, modifications may no longer be possible.
3. I have received a faulty item. What should I do?
We are sorry your order did not arrive in perfect condition. Please email info@maisonola.com with your order number and photographs of the item so that our team can assist you.
4. An item in my order is no longer available. What happens?
In the rare event that an item becomes unavailable after your order has been placed, we will contact you as soon as possible.
PAYMENTS
1. Which payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal and Klarna. Klarna allows eligible customers to pay in interest-free instalments.
2. When will I be charged for my order?
Payment is taken when your order is confirmed. Depending on your bank, payment validation may take up to one business day.
3. Is payment on maisonola.com secure?
Yes. Payments are processed securely through our payment providers. Maison Ola does not have access to your banking details.
SHIPPING
1. Where do you ship?
Maison Ola ships worldwide from France.
2. How much does shipping cost?
Shipping costs depend on your destination. You can find our full list of shipping rates on our Shipping Policy page. The final shipping cost will also be displayed at checkout before you complete your order.
3. How long will it take to receive my order?
Delivery times vary depending on the destination and carrier. Please note that delivery times are indicative and may be longer during busy periods, public holidays or due to customs clearance.
4. How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking number. If you cannot find the email, please check your spam folder.
5. Will I have to pay customs duties or import taxes?
Orders shipped outside the European Union are sent DAP (Delivered At Place). This means that customs duties, local taxes and any applicable import fees are the responsibility of the recipient and may be collected upon delivery. The amount depends on your destination and the value of your order. Maison Ola is unable to estimate these charges in advance.
6. What happens if I refuse to pay customs duties?
If customs duties are refused, your parcel may be returned to Maison Ola or, depending on the carrier and local customs procedures, may be abandoned or destroyed. If the parcel is returned, applicable return shipping costs may be deducted from your refund. If the parcel is destroyed following abandonment at customs, no refund will be possible.
7. My parcel appears to be lost. What should I do?
Please contact us at info@maisonola.com with your order number. We will open an investigation with the carrier. Refunds are issued once the carrier confirms the loss.
8. My parcel arrived damaged. What should I do?
Please contact us at info@maisonola.com within 48 hours of delivery, including your order number and photographs of the parcel and its contents. We will arrange a return, exchange or refund based on availability.
RETURNS & REFUNDS
1. What is your return policy?
Returns are accepted within 14 days of the delivery date. Items must be returned new, unworn, unwashed and unaltered, in their original condition and packaging, with all original labels attached.
2. How do I return an item?
To initiate a return, please email info@maisonola.com with your order number and the reason for your return. We recommend using a tracked shipping service and keeping your proof of postage. Returns should be sent to:
Maison Ola
33 rue de Grenelle
75007 Paris
France
3. Do I have to pay for my return?
Yes. Return shipping costs are the responsibility of the customer, except in the case of a faulty or non-conforming product.
4. Can I exchange an item?
If you would like another item, colour or size, please contact us. Depending on availability, our team will advise you on the best way to proceed.
5. Can I return a sale item?
Yes. The 14-day right of withdrawal also applies to sale, discounted and end-of-line items.
6. When will I receive my refund?
Once your return has been received and accepted, your refund will be processed as soon as possible using the original payment method.
7. Are customs duties refundable?
Customs duties and import taxes paid directly by the recipient are not refundable by Maison Ola.
PRODUCTS & CARE
1. How do I choose the right hat size?
Sizing information is provided on each product page. If you are unsure which size to choose, please contact us and we will be happy to assist you.
2. How should I care for my Maison Ola piece?
Care instructions vary depending on the material and construction of each piece. Please refer to the care instructions provided on the product page and handle your Maison Ola piece with care to preserve its shape and materials over time.
3. My Maison Ola piece looks slightly different from the photograph online. Is this normal?
Due to the nature of the materials used and the way colours and textures appear on different screens, slight variations may occur. These subtle differences are part of the character of each piece.
4. The item I would like is out of stock. Will it come back?
Some of our signature styles are regularly restocked, while seasonal and limited-edition pieces may not return. If you are interested in a specific piece, please contact us for more information.
STORE
1. Where can I find Maison Ola in Paris?
Our boutique is located at 33 rue de Grenelle. It is open Monday to Saturday, 11:00am to 7:00pm.
2. Can I try on pieces in store?
Yes. You are welcome to visit our Paris boutique to discover and try on our collections.
TECHNICAL ISSUES
1. I haven’t received my order confirmation. What should I do?
Please check your spam or junk folder first. If you still cannot find your confirmation email, contact us at info@maisonola.com with the name and email address used to place your order.
2. My payment has been declined. What should I do?
Please check your payment details and try again. If the issue persists, we recommend contacting your bank or payment provider.
CONTACT
1. How can I contact Maison Ola?
For any questions regarding our products, orders, deliveries or returns, please contact us through our contact form or at info@maisonola.com. For an existing order, please include your order number so that we can assist you more quickly.
2. How can I contact Maison Ola for press, wholesale or collaboration enquiries?
For press, wholesale, partnerships or collaboration enquiries, please contact us at info@maisonola.com, specifying the nature of your request.