FREQUENTLY ASKED QUESTIONS (FAQ)

To provide you with a smooth and pleasant experience, we have gathered here the answers to the most frequently asked questions by our customers.

If you don't find the answer to your question, our customer service team is at your complete disposal via our contact form.

THE MAISON CAYASA UNIVERSE & EXCLUSIVITIES

How do pre-orders work?

To guarantee you access to our most coveted creations, we offer a pre-order system for our best-selling products even before their official arrival in store. This allows you to reserve your item as a priority and ensure you receive it upon release, without the risk of an immediate out-of-stock situation. The estimated shipping date is systematically indicated on the product page, and your order is validated upon purchase to secure your reservation.

Can I give a Maison CAYASA creation as a gift?

Absolutely. All our orders are prepared like genuine luxury cases. Your products are shipped in refined packaging, ideal for offering a memorable experience from the moment of opening. No invoice with prices is inserted into the package (a digital receipt is sent directly to you by email).

DELIVERY & SHIPPING

How can I track the delivery of my package?

As soon as your order leaves our distribution center, you will automatically receive a confirmation email containing a unique tracking number. You can then track each stage of delivery in real time directly on our website.

Do you ship internationally?

Yes, Maison CAYASA delivers its creations internationally. Specific delivery times and any shipping fees will be indicated when you validate your cart, before payment.

What should I do if my package or product arrives damaged?

We take infinite care in protecting our shipments. If, despite our precautions, your package or its contents arrive damaged, please contact our customer service within 48 hours with supporting photos. We will immediately arrange a reshipment at our expense.

Do you offer payment facilities?

Yes, to make our collections accessible with complete flexibility, we offer installment payment options (interest-free over several payments) at checkout, thanks to our secure payment partners.

RETURNS, EXCHANGES & WARRANTIES

What is your return and refund policy?

If a creation does not fully meet your expectations, you have a 14-day right of withdrawal after receiving your package. For hygiene and prestige reasons, returned products must be completely new, unused, and kept in their original undamaged packaging. Return shipping costs are the responsibility of the customer, except in the event of a proven defect.

CUSTOMER SERVICE & MODIFICATIONS

How can I modify or cancel an order?

To ensure quick delivery, our teams prepare orders very quickly. You have a short window after your purchase to request a modification or cancellation. Please contact our customer service immediately by email. If the package has already been shipped, you will need to follow the standard return procedure.

How can I contact Maison CAYASA customer service?

Our customer service team is at your complete disposal to guide you. You can write to us at any time via our contact form or directly by email. We commit to providing you with a personalized and attentive response within 24 business hours.