How to Place an Order
To place an order, select the desired colour and size of the item you wish to purchase, then add it to your shopping bag.
You can review or modify your bag before proceeding to checkout. Once you’ve selected your items, click “Place Order.”
You will then be asked to select your payment method and enter your shipping details. Please ensure all information is correct before clicking “Pay Now.”
Order Confirmation
After completing a purchase on www.maisonfreyahaimi.com, you will receive an order confirmation email within a few minutes.
Once your order has been shipped, you will receive a second email with a tracking number so you can follow your delivery.
Order Changes or Cancellations
If you wish to modify or cancel your order, please contact our Customer Service team as soon as possible at
📧 customerservice@maisonfreyahaimi.com
You may also request cancellation through our online chat, accessible via the icon at the bottom-right corner of our website.
We will do our best to assist, but please note that changes cannot be guaranteed once the order has been shipped.
You will receive confirmation or denial of your request within 24 hours by email. If your order cannot be cancelled, please remember that you have 14 days from the shipment date to make exchanges or returns easily.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.
For orders outside the European Union, you can also track your package via our tracking portal using your Order IDand email address.
Delivery Times & Costs
Delivery times and shipping costs vary depending on the shipping method selected and the destination country.
Standard Shipping
• Spain (Mainland & Balearic Islands) and Portugal: 1–5 business days — Free
• Spain (Ceuta, Melilla & Canary Islands): 1–7 business days — Free
• European Union Countries: 1–7 business days — Free
• United Kingdom, Switzerland & Norway: 1–5 business days — €14.95
• United States: 1–7 business days — €39.99
Express Shipping
• Spain (Mainland & Balearic Islands) and Portugal: 1–2 business days — €5.95
• European Union Countries: 1–2 business days — €17.95
• United Kingdom, Switzerland & Norway: 1–2 business days — €24.95
• United States: 1–7 business days — €59.99
For all other destinations, please contact customerservice@maisonfreyahaimi.com.
Processing time is typically 1–5 business days. Once your order has been shipped, you will receive an email confirmation with a link to track it.
Delivery times may vary by destination.
Please contact customerservice@maisonfreyahaimi.com for estimated delivery times outside the European Union.
Our courier partners are FedEx and Correos, and deliveries take place Monday to
Friday during business hours.
Please note that deliveries to rural areas may require additional time.
Maison Freya Haimi is not responsible for delays caused by external circumstances. During sale or promotional periods, please allow for slight delays due to high order volumes.
Please note: Shipments to P.O. boxes or military addresses are not accepted.
Duties & Taxes
The amount of duties and taxes you may need to pay depends on several factors such as delivery country, order value, and product type.
Prices shown on product and listing pages include taxes within the European Union.
For Switzerland, the United Kingdom, and all non-EU countries, customs duties and import taxes are not included in the product price and will be charged upon the parcel’s arrival in the destination country.
Maison Freya Haimi will not cover these costs — they are the customer’s responsibility.
Missing, Incorrect or Faulty Items
If any items from your order are unavailable at the time of shipment, you will receive an email notification.
The amount of the missing items and shipping costs will be refunded via your original payment method.
If you receive an incorrect or defective item, please complete the return form indicating the issue.
If you no longer have the form, it can be downloaded from the Returns section on our website.
We will refund both the item(s) and the shipping costs once received and inspected at our warehouse.
Returns, Exchanges & Refunds
Returns
You may return any item purchased on www.maisonfreyahaimi.com within 14 days of delivery, from the country where the item was originally received.
A courier will be sent to collect the package from your address.To qualify for a return, all items must be in their original condition, with tags and packaging intact. Items that are worn, washed, used, altered, or damaged will not be accepted.
Items shipped in dust bags must be returned inside them, as they are part of the product.
Maison Freya Haimi reserves the right to refuse any return that does not meet these conditions.
Return shipping costs:
• Spain (Mainland & Balearic Islands): €4.95
• Spain (Ceuta, Melilla & Canary Islands): €4.95
• European Union: €9.99
• United Kingdom, Switzerland & Norway: €14.95
• United States: €39.99
• Rest of the world: contact customerservice@maisonfreyahaimi.com.
To request a return, please contact customerservice@maisonfreyahaimi.com to receive your return label.
Include the invoice and the return form with your package. If you don’t have the form, please specify all details by email and hand the parcel to the courier upon collection.
If requesting a size exchange, please indicate the new size required.
If returning an item, please include the reason for return — your feedback helps us improve.
Return Status
Home collection returns may take several days to reach our warehouse, depending on your location.
You will receive an email notification once we have processed your refund or shipped your exchange.
Refunds
Refunds are processed to the original payment method.
Your parcel may take 5–7 business days to reach our warehouse. Once received and inspected, your refund will be issued within 48 business hours.
You will receive an email confirmation once the refund is completed. Depending on your bank, funds should appear in your account within 3–12 business days.
Return Conditions
• Items must be returned in their original condition.
• For hygiene reasons, swimwear, lingerie, underwear, and jewellery cannot be returned or exchanged.
• Personalised items cannot be returned or exchanged as they are made exclusively for you.
• Fragrances and candles must be returned in their original sealed packaging.
• Gift cards are non-refundable and cannot be exchanged.
Payments & Promotions
Payment Methods
Maison Freya Haimi accepts the following secure payment options:
• Credit or Debit Card (Visa, Mastercard, American Express)
• PayPal — fast and secure checkout using your email and password
• Apple Pay — available for Apple devices using Face ID, Touch ID, or passcode
Promotional Codes
Before completing your purchase, enter your promo code in the “Promo Code” field at checkout.
Only one code can be used per order.
If the discount does not apply, please check the promotion’s terms or expiry date.
Payment Security
Maison Freya Haimi uses Secure Socket Layer (SSL) technology to encrypt and protect your personal and payment data.
If SSL is active, you will see a padlock icon in your browser and the URL will begin with “https://”, confirming your data is secure.
Pre-Order
A Pre-Order allows you to reserve an exclusive limited-edition product that will be available at a later date.The estimated shipping date is shown on the product page. You will receive an email confirmation once your item has been dispatched.
Payment is charged at the time of order.
Taxes, Duties & Insurance
All prices on www.maisonfreyahaimi.com include EU VAT, but exclude import duties or additional taxes where applicable.
For Norway, Switzerland, and the United Kingdom, duties and taxes are not included and will be charged upon arrival.
For the United States and other non-EU countries, customs duties and import taxes will be collected by the destination country’s authorities upon delivery. These costs are the responsibility of the customer.
Each purchase is fully insured during transit until delivery. All orders require a signature upon receipt, at which point responsibility for the package transfers to you or your designated recipient.
