FAQ &
POLICIES
Clarity is a form of respect. Below you will find our complete policies on shipping, returns, and privacy — written plainly, without ambiguity. If your question is not answered here, our client services team is always available.
Discretion, By Design
In a market built on intimacy and trust, discretion is not optional — it is foundational. Every operational decision we make is filtered through this lens.
Unbranded Outer Packaging
Every order ships in a plain, unmarked outer box. No brand name, no indication of contents — complete discretion from dispatch to doorstep.
Discreet Billing
Your statement shows only a neutral merchant descriptor. Your purchase remains entirely private.
Data Never Sold
Your personal information is yours. We do not sell, rent, or share it with any third party for commercial purposes.
Private Returns
Returns are collected in unbranded packaging from your address. No public drop-off points, no visible branding.
Shipping & Delivery
Discreet. Precise. Unhurried.
Every Maison Majorelle order is treated with the same care as the garment it carries. We understand that the journey of a luxury piece — from our atelier to your door — is part of the experience itself.
How are orders packaged?
All Maison Majorelle orders are shipped in plain, unbranded outer boxes with no indication of the contents or our name on the exterior. The outer packaging is deliberately neutral — a simple kraft or white corrugated box with a discreet shipping label. Inside, your pieces are wrapped in our signature tissue and housed in the Maison Majorelle presentation box, which is revealed only upon opening. This ensures complete discretion at the door, protecting both the surprise and your privacy.
What are the shipping timeframes?
Standard delivery within the UAE is 2–4 business days. GCC countries receive orders within 4–7 business days. International orders to Europe, the UK, and North America are fulfilled within 7–14 business days. All timeframes are from the date of dispatch confirmation, not order placement.
Do you offer express or same-day delivery?
Express delivery (next business day within the UAE) is available at checkout for orders placed before 12:00 PM GST. Same-day delivery in Dubai is available for select postcodes — please contact our client services team directly to arrange. A premium express fee applies.
Will I receive tracking information?
Yes. A dispatch confirmation with a full tracking link is sent to your registered email address as soon as your order leaves our fulfilment centre. You may also track your order at any time through your Maison Majorelle account dashboard.
Is there a shipping charge?
Complimentary standard shipping is offered on all orders above AED 500 within the UAE. Orders below this threshold incur a flat AED 25 delivery fee. International shipping rates are calculated at checkout based on destination and parcel weight.
Returns & Exchanges
Considered. Courteous. Confidential.
We stand behind every piece we create. If a garment does not meet your expectations — in fit, quality, or condition upon arrival — we will make it right. Our returns process is designed to be as effortless and private as the purchase itself.
What is your returns policy?
We accept returns on unworn, unwashed items in their original condition with all tags attached within 14 days of delivery. Items must be returned in the original Maison Majorelle presentation box with all accompanying tissue and documentation. Due to the intimate nature of our garments, briefs, thongs, and bodysuits with a gusset cannot be returned for hygiene reasons unless the item is faulty or incorrectly sent.
How do I initiate a return?
To initiate a return, log in to your Maison Majorelle account and navigate to your order history. Select the relevant order and submit a return request, noting the reason. Our client services team will respond within 24 hours with a prepaid return label and discreet return packaging instructions. All return shipments are collected from your address — you will never need to visit a post office or drop-off point.
How are returns packaged for collection?
We will send you a plain, unbranded return box identical in discretion to your original delivery. There is no Maison Majorelle branding on the exterior. The return label is addressed to our fulfilment centre with no indication of the sender's contents. Your privacy is maintained throughout the entire process.
When will I receive my refund?
Once your return is received and inspected — typically within 2 business days of collection — your refund will be processed to the original payment method within 5–7 business days. You will receive an email confirmation at each stage: collection, inspection, and refund initiation.
Can I exchange for a different size or style?
Yes. Exchanges are processed as a priority over standard returns. Submit an exchange request through your account, specifying the desired size or alternative style. Subject to availability, your replacement piece will be dispatched within 24 hours of us receiving your return. If the requested item is unavailable, a full refund will be issued.
What if my item arrives damaged or incorrect?
In the rare event that a piece arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with photographs of the item and packaging. We will arrange an immediate replacement at no cost and arrange collection of the incorrect item at a time that suits you. No return label or repackaging is required on your part.
Privacy & Discretion
Sacred. Absolute. Non-negotiable.
Privacy is not a policy at Maison Majorelle — it is a founding principle. We understand that intimate apparel exists in the most personal sphere of a woman's life. Every aspect of how we handle your data, your orders, and your correspondence reflects that understanding.
What information do you collect?
We collect only the information necessary to fulfil your order and improve your experience: your name, delivery address, email address, and payment details (processed securely via encrypted third-party payment gateways — we never store card numbers). Browsing behaviour on our site is collected in anonymised, aggregated form to improve navigation and product discovery. We do not collect or store sensitive personal data beyond what is required for your transaction.
Will my purchase appear on my bank statement?
Your bank or card statement will show a discreet merchant descriptor — typically "MM Retail" or "Maison MJ" — with no explicit reference to lingerie, intimate apparel, or the full brand name. If you have specific concerns about billing descriptors, please contact our client services team before placing your order and we will advise on the exact descriptor used for your payment method.
Do you share my data with third parties?
We do not sell, rent, or trade your personal data to any third party. We share only the minimum necessary information with our logistics partners (your name and delivery address) and payment processors (transaction data) to fulfil your order. All third-party partners are contractually bound to strict data protection standards and may not use your information for any purpose beyond the specific service they provide to us.
Will I receive marketing communications?
Only if you explicitly opt in. During registration or checkout, you may choose to receive our editorial newsletter — Le Bulletin — which features new arrivals, journal articles, and exclusive client events. This preference can be changed at any time from your account settings or via the unsubscribe link in any communication. We do not send unsolicited marketing of any kind.
How is my payment information protected?
All payment transactions are processed through PCI-DSS compliant payment gateways with 256-bit SSL encryption. Maison Majorelle does not store, process, or transmit card data on our own servers. Your payment credentials are handled entirely by our certified payment partners. We support 3D Secure authentication for an additional layer of protection.
Can I request deletion of my data?
Yes. Under applicable data protection regulations, you have the right to request access to, correction of, or deletion of your personal data at any time. To submit a data request, email our privacy team at privacy@maisonmajorelle.com. We will respond within 30 days and fulfil all valid requests in accordance with applicable law. Note that certain transactional records may be retained for legal and accounting purposes for a defined period.
Our Client
Services Team
If your question is not addressed above, our client services team is available seven days a week. Every enquiry is handled with the same discretion and care as your order.
hello@maisonmajorelle.com
Response within 24 hours
Privacy Enquiries
privacy@maisonmajorelle.com
Data requests responded to within 30 days