FAQ
Order
To place an order, it’s very easy! Register or identify yourself on your personal Maison Sensey account via the « Account » button at the top right of the screen. Then choose the product of your choice, then click on « Add to cart ». When your items are all in the basket, let yourself be guided through the purchase process by clicking on the « Finalize my order » button.
Your username is easy to find: it’s your email address 🙂 If you have forgotten your password, go to the « Account » page and click on « Forgotten password ». You will receive an email allowing you to reset your password. If the address mentioned is not recognized, do not hesitate to contact us so that we can verify that there was no error during your registration.
Manufacturing times vary depending on the Artist-Designer, the product, the workmanship and the materials used. The Artist-Designers put all their know-how to offer you an exceptional product, which is why time is necessary for each creation.
Payment
You have the possibility to pay by credit card (Visa, Mastercard). The monetary transaction is effective as soon as you have finalized your order. You will immediately receive an order confirmation email and can download the invoice from your customer area.
If the payment is refused by your bank, the order is then automatically canceled. In this case, we invite you to place a new order!
The banking transactions carried out on our site are managed by our service provider Stripe, recognized to guarantee a very high level of security. All transactions made on our e-shop are encrypted and secured according to the highest current security standards (SSL certificate for data encryption). In addition, our site obeys the HTTPS protocol which guarantees the confidentiality of data sent by the Internet user! So there is no need to worry, we will never be in possession of your bank details.
Delivery
We deliver in Metropolitan France, Europe and internationally.
Each MAISON SENSEY artist-designer decides on their delivery areas. It is possible that some artists-designers do not deliver to your country. In this situation contact us! We will try to find a solution especially for you 😊
Delivery times are variable, it can range from 5 to 15 days depending on the Artist-Designer.
It is the Artist-Designer who sends your order directly to you. This will be specified to you when you order, we will keep you informed depending on the product ordered. But we remain at your disposal if you have any questions following your order!
The artist-Designer sends you an e-mail as soon as your package is shipped with a link allowing you to follow the delivery of your package. You can also access the delivery tracking of your current order in your “my account” space, via the “History and details of my orders” section. Simply click on this section to access the details of your last order and your parcel number.
If you are not at home when the postman or delivery person passes by, the package is then left either in your mailbox (if it is large enough), or at the post office or at a partner merchant. You will be notified by email or via a calling card left in your mailbox. Then all you have to do is go to the place indicated with an identity document to collect your package!
If you are located in the European Union, you will not have to pay anything upon delivery of the package, as VAT is already included in our prices. Outside the European Union, charges may apply upon receipt of the package so that the country of destination recovers its rights. These duties are applied according to rules specific to each country, which therefore correpond to specific economic models. The amount of these fees is variable. It generally includes the VAT applicable in the country of destination and customs duties. In order to find out more about the specificities of the duties and taxes applicable in your country, we invite you to inquire with the customs service of your country.
The majority of deliveries in Metropolitan France and in Europe are offered. Except for certain products, depending on the volume and its value, deliveries to Europe are chargeable. This will be communicated to you when ordering.
The delivery companies are chosen by the Artist-Designer who takes care of shipping your order. If you choose more than one product, it is possible that more than one delivery company will take care of your packages. The tracking of your packages is provided by the Artist-Designer and Maison Sensey.
During your purchase, you must select your product and the extraordinary “Appointment with the artist” delivery. The price of the extraordinary delivery may vary depending on the Artist-Designer. Extraordinary delivery is only possible in Metropolitan France. To benefit from the extraordinary international delivery, you can contact us at contact@maisonsensey.com to organize a delivery to your home by the Artist-Designer.
For health reasons related to Covid-19 MAISON SENSEY has suspended extraordinary deliveries. We will offer this service again as soon as the health situation is more serene. Take care of yourself !
When finalizing your order, you will be offered the choice of an appointment at the Artist-Designer workshop or showroom. Each Artist-Designer is free to offer this service at the price of his choice. After validation of your order we will contact you to offer you an appointment.
For health reasons related to Covid-19 MAISON SENSEY has suspended extraordinary deliveries. We will offer this service again as soon as the health situation is more serene. Take care of yourself !
Returns
We invite you to consult our GTC
Orders with delivery outside of France or the European Union cannot be returned.
Returns are only possible in metropolitan France and European Union. Do not hesitate to check the delivery of your package using the tracking number indicated on the proof of deposit. Once the package is indicated as “delivered”, wait another 3 working days for us to process your return. If you don’t hear from us after this time, contact us!
Refunds are usually made to the bank account associated with the card used in the initial transaction, not the card itself. Therefore, even if the bank card no longer exists or has been blocked, you will still receive your funds in your bank account.
Products
Our sizes are indicated in European sizes.
It is quite possible that an exhausted size will be back in stock, following a restocking by the Artist-Designer. We mainly sell unique pieces, hurry up to fill your basket!
Custom sizes are not selectable during your purchase. You must validate your order and the Designer Artist will contact you to schedule an appointment to take your measurements and thus validate your choice.
Personal Data
The data collected on your account is used to respond to your requests and improve your experience on the site; in particular in order to process your orders and to be able to notify you of their progress. This information is never shared with third parties or resold.
Maison Sensey undertakes to comply with the law of January 6, 1978, relating to information technology, files and freedoms. And, in accordance with this law, you have the right to access and rectify your personal data.
Maison Sensey collects on its site data concerning its users and more particularly when creating an account, placing orders or through cookies. Only information that you communicate to us is processed. Regarding cookies, it is possible to deactivate them by following the instructions provided by the browsers.
You can unsubscribe from our newsletter by simply clicking on the link provided at the bottom of the page in the last newsletter you received.
Your personal information can be modified or deleted from our databases at any time on request. Email us and we’ll take care of the removal!
Artists Designers Area
You are an artist, craftsman or creator and you wish to highlight your creations at MAISON SENSEY, do not hesitate to contact us to discover our various tailor-made services. Each artist-designer is unique, we adapt to your requests. Our desire is to express your know-how and your creations while respecting your work and your ethics. Go to our Contact page and meet us!
You haven't found the answer to your question?
For any questions, you can contact customer service using the contact form or by phone on +33 1 44 70 70 79 from Monday to Friday from 10 a.m. to 6 p.m. Our teams are located in France, at the company’s headquarters, to guarantee you the best service.
