Our quality policy


Introduction
1. Secure transactions with Cybermut and 3D Secure
2. How do you want to pay ?
3. Privacy : Personal data and connections are safe with us
4. Our company carry a solid reputation. You know where you're shopping !
5. Customer care
6. Returns and exchanges
7. Conformity and hidden defects
8. The lowest prices year-round
9. VAT exemptions
10. Clear product availability information
11. Clear shipping date information
12. Real-time order tracking
13. Over 100 countries served
14. Serious shipping partners keep your items in good hands
15. Superlow shipping costs
16. Business to business
17. What people say about us
18. Anticipating your needs
19. Let's get in touch

 

Introduction

Founded more than 7 years ago in a pretty village in the Pyrénées-Atlantiques not far from Pau, the Maison de la Soie ("House of Silk") has gradually established itself as a specialist in silk bedding, earning its stripes with impeccable collections, which we have been constantly improving over the years.

Made with the most splendid silks with care and precision, our products are exemplified by their technicality and ambitious production choices; they convince through the quality of their finishing touches and meet even the most draconian standards to guarantee the comfort, softness and longevity that you are in right to expect from an exceptional natural raw material, even sold at the best price.

But promising you the most beautiful products would not be enough without commercial ethics and we have always preferred an attentive and considerate service as well as faultless commitment to our customers' service over easy promises.

We're more than just a website. Bienvenue !


1 - Secure transactions with Cybermut and 3D Secure

We chose to work with CYBERMUT and 3D SECURE to guarantee safe transactions.

On www.maisondelasoie.com, payments made with your credit card are secured by Cybermut and the 3D Secure protocol. A double layer of protection seemed important to us.

1° - CYBERMUT protection : When you pay with your credit card, your transaction goes through an SSL (Secure Socket Layer) encryption. SSL Certificates tell you that you are in a secure environment: Neither your credit card's number, its expiration date nor the security code can be captured, visualized or saved on our server.  

2° - 3D SECURE protection : The 3D SECURE protocol warns your bank that a transaction is being processed with your credit card. In return, the bank identifies the user by different means (a specific code or information to confirm on-line, or a code that you receive on your mobile phone that you need to confirm).  Fraudulent use of your credit card is almost impossible. 
If you don't have a 3D Secure code yet, your bank will shortly send you the code with a text message: You'll need this code to confirm your payment. Please feel free to contact us if you need help with this procedure.  


2 - How do you want to pay ? 

           

Depending on your order/shipping preferences, we offer you the possibility to choose from various forms of payments.  

Debit :

• Approved credit cards : CB, VISA, EUROCARD/MASTERCARD, E-CARTE BLEUE, AMERICAN EXPRESS
PayPal
Checks
• Direct wire transfer 
Maisondelasoie.com's gift cards


Credit :

• 2 interest-free installments 
Store cards COFINOGA, PRIVILEGE, AURORE, 4 ETOILES


3 - Privacy : personal date and connections are safe with us

Because transparency is important to you, to us, we comply with the obligations of the French Data Protection Act (Act 78-17 of 6 January 6th 1978 pertaining to "technology, personal files and freedom" amended by Act of August 6th 2004).


This implies that :

• Our website www.maisondelasoie.com is registered at the CNIL (Commission Nationale de l'Informatique et des Libertés) since November 18th 2012  (registration n°1631955).

• Non personal data is collected as your navigate on the website (cookies). These temporary files are saved on your computer and allow Maison de la Soie to remember your navigation preferences for statistics purposes and to make your future visits on our website easier everytime. This information isn't used for identification purposes and does not leave our server. You can naturally block these cookies in your browser's settings following the CNIL's procedure (www.cnil.fr)

• You have the right to access, modify and delete all personal data we have collected as you opened an account on our website. Your information is used for account management and for our own statistics to help us improve our services. We will never share your information with third parties without your consent and guarantee that all communications are secure.

• You will not receive newsletters nor promotional offers by email unless you have expressed otherwise when you opened your account. We only send a limited amount of emails so if you do wish to receive our deals by email, you won't find it to be disturbing. You can easily unsubscribe from the mailing list in your account's settings.


4 - Our company carry a solid reputation : you know where you are shopping !

There's something very uncomfortable about virtual online shops. You don't know how to contact the seller, where the company is based, and whether he'll be around or not tomorrow morning. www.maisondelasoie.com is not just an online boutique : It's the extension of a well-known, reputable house, still present in the south of France since 2009.

What people say about us : click here (french)


5 - Customer care

If you seek professional advice, guidance or help with an order, our customer service is always ready to answer your questions.

You won't find any subcontracting customer service here, no marketing traps either. You'll be directly in line with our own team. Our employees know what silk and home linens are about. They know every product in our catalog and they can give you precious guidance on silk, home decoration and linen care, just like they do everyday!

• Calling from France or the overseas territories ? Call 05 47 05 54 70

• Living abroad ? Call +33 5 47 05 54 70

We want to let you know that calls may be recorded to ensure quality of service. 

• You may also use the online form to contact us. Because we're used to having personalized exchanges with our clients, we take pride in being able to help you in less than 48 hours (2 business days).

• Check the FAQ. You might find the answer to one of your questions there as well.


6 - Returns and exchanges

Because it's natural to make mistakes and one should always be able to change his/her mind, you have 14 days after receiving your order to inform us that you wish to return it, and 14 more days to send it back once you've requested a return procedure. 

This is how it works :
1 - Log on to  "my Account" and click on "my recent orders" ;
2 - Then fill the Return form  ;
3 - You have 14 days to send order back once you've requested a return procedure.

Whether you wish an exchange or reimbursement, we'll honor your request in a timely manner. 

For exchanges : You'll receive the new product as soon as we are delivered the one you return to us.

For reimbursements : We reimburse your purchase as well as the shipping costs (lowest standard shipping rate indicated on our website). Reimbursements use the same payment method you chose as you placed your order (unless otherwise specified by you) and take from 72 hours to 14 days.

Please note : According to our Returns policy, returned products must be in their original packaging and in resalable condition. We cannot accept  returns that seem to have been used or mishandled, this condition preventing them from being sold. According to French Consumer Laws and art.7 of our General Terms and Conditions, there is no possible "cooling-off period" nor rights to cancel orders when products are sold by the metre/yard, customized or specifically prepared to suit the customer's needs (Special orders). Return shipping fees are at your expense. 

See our General Terms and Conditions.

 
7 - Conformity and hidden defects french laws

French commercial law makes purchases safer than ever. Even when you place an order on the web, you're protected from conformity issues and hidden defects.

• The compliance warranty covers new and used products sold by a professional seller. Even if a cooling-off period is not applicable, this warranty protects the buyer against conformity issues. 

• If the buyer can proove that the item purchased had a hidden defect (a defect that existed BEFORE the purchase), and that he/she didn't know about it beforehand, and that this defect makes the product less valuable, then the buyer falls under the protection of the hidden defects warranty.


8 - The lowest prices year-around !

You'll find enticing super sales all year round on www.maisondelasoie.com. And not only in the national sales periods!
Visit the boutique on a regular basis to discover our best deals and clearance sales. If you have accepted to be informed of special deals in your account settings, you can also receive special invitations to our private sales.

During the legal sales periods, special discounts apply to the products that we have in stock. Items that need to be ordered ("on demand" products) cannot be sold with the same discounts but special promotions can apply from time to time when we are able to do so.


9 - VAT exemptions

Tax doesn't apply if you live :

- Outside of European Union,

- In the French overseas 'departement' and territories including Mayotte and Saint-Pierre et Miquelon.

If your country is eligible, indicate your shipping preferences in your account settings and VAT will be automatically excluded from all prices indicated on the website.  

We wish to remind you that importing goods in your country can make you eligible to import tax. Make sure to respect your country's laws and regulations regarding customs.

You may also visit the French customs' website for more information on taxes and export : Douane Française (French Customs Administration)


10 - Clear product availability information

Because our goal is to offer you the largest choice of quality home linens on the web, all of the items we carry are already in our warehouses. 


Availability :

We update product availability on a regular basis. Colors, sizes, shapes that are displayed when you visit an item's page are the ones we currently have in-stock in our suppliers' warehouses.


What happens if you're out-of-stock ?

If the product you desire is temporarily out-of-stock, shipping times are clearly indicated on item's page and will announce "out of stock" or "available in X days", with X being the maximum number of days. However, you can place an order.

You might find this maximum fairly high, but we prefer to indicate the longest shipping time possible to include all hazards. Please understand that this maximum is rarely met.

When there is more than one item in your order, rely on the item announcing the longest shipping time.

Shipping time includes handling and supply : It does not include delivery time. See our carriers' shipping information. See further for delivery preferences.

If you need more information on product availabilty or shipping time, our customer service is ready to answer your questions at  or via the "contact us".


11 - Clear shipping date information

Your order is processed without delay as soon as the payment has been confirmed by your bank (or as soon as your payment has been received if you have chosen to pay by cheque or bank transfer).

From Monday to Friday inclusive:

- all orders placed before 12 am are normally prepared and shipped the same day,
- all orders placed after 12 am are prepared and either shipped the same day or shipped the following day,

During weekends and on bank holidays:
- your order will be prepared and shipped on Monday; orders placed on a bank holiday will be prepared and shipped on the next following working day.


12 - Real-time order tracking

Track your order at all times. Log on to your account and click on "My orders". Your order's status is updated all through its preparation process. We can also add precisions and comments on your order.


Need to check your order's status ? Here's the status description :

Paiement accepté (order validated) : We have received a payment confirmation for your order.

En attente du paiement (payment on standby) : We are either waiting for payment confirmation (reception of checks, PayPal confirmation or bank confirmation).

Préparation en cours
(order being processed) : We have received all the information we needed to proceed with your order. You can expect your order to be delivered according to the shipping time announced in your order confirmation.
For your information : This status will show up by default once we have received payment confirmation and/or requested information. It will be displayed until shipping.

En attente de réapprovisionnement
(soon available) : The product you desire is temporarily out-of-stock. Shipping times are clearly indicated.

En cours de livraison (in transit ): Your order is on its way. See expected shipping time in your order confirmation. Please check the Colissimoor GLS tracking number you've received by email to see where your order is in real-time. 

Livrée (delivered) : your order is now delivered : so you can enjoy the quality of the products you bought !

Annulée (cancelled) : Your order has been cancelled : Reimbursement, if applicable, will be made in 3-14 days.  

Remboursée (reimbursed) : Reimbursement, if applicable, will be made in 3-14 days.


13 - Over a hundred countries served

Through our partnerships with Colissimo and GLS, we are pleased to provide an international shopping experience for customers in over 100 countries and territories, with support for many more coming soon.


Countries we serve :

France, South Africa, Germany, Saudi Arabia, Argentina, Australia, Austria, Belgium, Belarus, Bosnia-Herzegovina, Brazil, Bulgaria, Canada, China, Croatia, Cyprus, Colombia, South Korea, Croatia, Denmark, French overseas 'departements' and territories (Guadeloupe, Martinique, Guyane, Réunion, Mayotte, St Barthélémy, St Martin, St Pierre et Miquelon, Nouvelle-Calédonie, Polynésie Française, Wallis et Futuna, Terres Australes et Antarctiques Françaises), United Arab Emirates, Ecuador, Spain, Estonia, Finland, Greece, Hong-kong, Hungary, India, Ireland, Iceland, Israël, Italy, Japan, Jordan, Koweit, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Mexico, Moldavia, Montenegro, Norway, New-Zealand, Oman, Netherlands, Poland, Portugal, Qatar, Czech Republic, Romania, United Kingdom, Russia, Serbia, Seychelles, Singapore, Slovakia, Slovenia, Sweden, Switzerland, Taïwan, Turkey, Ukraine, Vatican, Venezuela, USA.

If your country isn't listed, please contact our customer service. We'll see what we can do for you.


14 - Serious shipping partners keep your orders in good hands

Depending on your order's weight and shipping time preferences, we can offer you a variety of carriers. However, most orders are sent with Colissimo or GLS.

If your order is to be delivered in France, Colissimo offers the lowest flat rates in France and GLS offers you a variety of options : Delivery at your door, delivery through designated access points (Mondial Relay).


FRANCE

Delivery at home with Colissimo Suivi

Colissimo Suivi delivers in 2-3 business days to addresses in France. This is the default delivery mode.
Colissimo Suivi will deliver your parcel at your door Monday-Saturday, between 8AM and 1PM. A signature is not required. If you're not at home, and the parcel is small enough, it will be placed in your mailbox. On the contrary, if the parcel doesn't fit in, the carrier will deliver it to the closest post office and leave a delivery notice in your mailbox. Again, you have 10 days to retrieve your parcel. After that time period, your parcel will have to be returned to sender at your expense. 

INTERNATIONAL & OVERSEAS 

  Colissimo International and Colissimo Dom-Tom

Expect a 4-8-day delivery at your door. Signature and ID are required. If you're absent at time of delivery, the carrier will leave a non-delivery notice with collection instructions.

GLS tracking sevice  Click here

COLISSIMO tracking service  Click here



15 - Superlow shipping costs

Shipping costs depend on the parcel's weight. They will be clearly specified before you confirm your order. All you need to do is indicate the country the parcel has to be shipped to and you'll get an instant quote. 

If you choose a standard delivery (France), shipping is free if your order exceeds 50 €.





CountryShipping costDeliveryVAT
Metropolitan France, Corsica,
Andorra, Monaco
4.94 €
Free > 50 €
2 working days Included in price shown
Belgium

4.94 €
Free > 100 €
2 working days Included in price shown
European Union  from 8.99 €
Free > 200 €
Approx 2-4 working days Included in price shown
Switzerland, Norway

from 8.99 €
Free > 200 €
Approx 2-4 working days Not VAT will be charged
Rest of world from 8.99 €

Approx 4-8 working days Not VAT will be charged


16 - Business to business

Maison de la Soie’s business philosophy is based on building long-term and collaborative relationships with its clients. We offer competitive rates and our large stock program ensures rapid availability for our partners at any time.

Don't hesitate to contact us ! Click here


17 - What people say about us

Sometimes it's best to let others talk about us. 

What our clients say(french !)

18 - Anticipating yours needs

Couldn't find the information you were looking for ? Please check our FAQ 



19 - Let's get in touch

Become a fan on Facebook and see which exclusive offers we have in store for you or follow us on Twitter, Pinterest or the BLOG to get the latest news and hottest deals !


        Le BLOG  


        

 

Updated 01/15/2016. For further information, please see our General Terms and Conditions