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FREQUENTLY ASKED QUESTIONS
GENERAL
Where can I buy from Maison Arca?
Exclusively on our website, maisonarca.com.
How can I pay?
We accept several payment options, including major credit and debit cards as well as PayPal. You will see all available methods at checkout.
Can I change or cancel my order once it has been placed?
Unfortunately not. Once your order is confirmed, we cannot change or cancel it. If you ordered the wrong size, you can return the item after delivery and request an exchange. Email us at contact@maisonarca.com.
Do your prices include tax?
Yes, all prices on our site include VAT.
Where are your products made?
Every Maison Arca piece is made in our own family-owned production facility in Monastir, Tunisia. We control the entire process, from raw material to finished garment.
SHIPPING
How long will my order take to arrive?
It depends on your location. You will see the estimated delivery time at checkout before you pay.
How much does shipping cost?
Shipping charges vary by destination and are calculated at checkout.
Do you deliver outside the EU?
Yes, we ship within the EU, to the United Kingdom and to many international destinations. If you are outside the EU, your customs authority may apply import duties or taxes on arrival. These are not included in our prices.
Can I track my parcel?
Absolutely. Once your order has shipped, you will receive an email with a tracking number. Allow up to 48 hours for it to become active in the carrier's system.
RETURNS AND EXCHANGES
What is your returns policy?
You have 14 days from delivery to return an item for a refund. The item must be unworn, unwashed, with all tags attached. Return shipping is at your expense.
Can I exchange for a different size?
Yes. Size exchanges are free, as long as the size you need is in stock. Email contact@maisonarca.com with your order number and the size you would like.
Do I have to pay for return shipping?
Yes, return shipping costs are covered by the customer.
When will I receive my refund?
We process refunds within 14 business days of receiving your return. Your bank may need a little more time on top of that.
My item arrived damaged. What should I do?
Email us at contact@maisonarca.com within 48 hours with photos of the damage. We will replace it or refund you in full, at no cost.
PRODUCT AND CARE
How do I know which size to order?
Check the size guide on each product page. If you are unsure, email us at contact@maisonarca.com and we will help you.
How should I wash my denim?
Turn it inside out, wash cold, avoid the tumble dryer and let it air dry. Avoid bleach and harsh detergents. Your care label contains the full instructions.
Will the colour fade?
Some fading is natural with quality denim and is part of what makes each piece unique over time. To slow it down, wash less often and follow the care advice above.
