Question 1

How to create an account?

Accepted Answer

To create a customer account, click on “My account” at the top right (small pictogram in the shape of a character).

Question 2

How do I identify myself / log in?

Accepted Answer

Here's how to log in to your customer account: Click on “My account” at the top right (character-shaped icon) and enter the email address you chose when you registered. Click on “Continue”, a unique 6-digit code is sent to the email address associated with your account (valid for 15 minutes) Enter the code received and click "Submit"

Question 3

I lost my password

Accepted Answer

No more worries about forgotten passwords! You no longer need a password to access your account. When you log in, you receive a unique code on your email address. If you do not receive the email, remember to check your junk/spam emails.

Question 4

I can't log in to my customer account

Accepted Answer

Are you unable to log in to your customer account? Check that the email address you entered is the one you chose when you registered. Since access to your account does not require a password, if you have a valid email address linked to your customer account, you will automatically receive your unique login code. If you are unable to access your customer account, please contact us via our contact form or call us on 05 54 54 66 21 (Monday to Friday from 9 a.m. to 3 p.m.).

Question 5

How do I change my personal information?

Accepted Answer

To change your personal information (contact details and addresses only): Log in to your customer account click on the 3 lines at the top left on mobile or on the bubble with your initials at the top right on desktop click on profile. You can thus: change your first and last name add, edit or delete a postal address. Please note that you cannot change your email address , as it is directly linked to your account. If you wish to change it, please contact us (by chat, using the contact form or by phone at 05 54 54 66 21)

Question 6

How do I delete my account?

Accepted Answer

If you wish to delete your Maison de la Soie customer account and all the information associated with it, simply contact us using the contact form on the site. You can also contact us by telephone at 05 54 54 66 21 and request the deletion of your customer account.

Question 7

Can I change or cancel my order?

Accepted Answer

If you wish to cancel or modify your order, we invite you to contact us as soon as possible either by telephone on 05 54 54 66 21 or by Chat. If your order has not yet been shipped, we can cancel it and possibly modify it (to be seen on a case-by-case basis). If your order has already been shipped, simply refuse the package so that it can be returned to us as quickly as possible. If you have received your package, you will need to make a return request using our withdrawal form.

Question 8

How do I know if my order has been taken into account?

Accepted Answer

When your order is processed, you will receive a confirmation email. If you have not received anything, first check your junk mail, then go to your customer account and click on “ Orders ”. If your order is validated, it will appear in “ Confirmed ” status. Otherwise it will appear in “Payment Failed”. If this is the case, we invite you to try again using another payment method. If the problem persists, you can contact us via chat, by phone at 05 54 54 66 21 or by using the contact form on the site.

Question 9

How long does it take to process an order?

Accepted Answer

We prepare and ship orders within 24 to 48 business hours. During discount periods, this period may be extended. Once your package has been shipped, you will receive an email from us containing your Colissimo tracking link. This link will allow you to track the progress of your package.

Question 10

How do I track the status of my order?

Accepted Answer

Log in to your customer account and click on “Orders”. You will be able to access all your orders, their status and the Colissimo tracking link as soon as your package has been shipped. Here are the different statuses: Confirmed : your order has been validated by our system Preparing for shipping : your order is being prepared In transit : Your order has been entrusted to the carrier. You can track its progress using the tracking number available in your customer area. Delivered : Your order has been delivered successfully.

Question 11

How to get an invoice?

Accepted Answer

Your invoice is automatically sent as an attachment to the email announcing the shipment of your order. If you have any problems, please contact us via chat, by phone at 05 54 54 66 21 or by using the contact form.

Question 12

Can I group multiple orders?

Accepted Answer

Have you placed several orders and would like to consolidate them into a single shipment? Before shipping, we invite you to contact us by chat, by phone at 05 54 54 66 21 or via the contact form. If your orders have not yet been processed, we can group them under a single shipment. Depending on the status of your orders, we will confirm whether your request is feasible or not.

Question 13

How to use a promotional code?

Accepted Answer

If you have a promotional code, you will be able to enter it at checkout . In the “discount code” box, enter the code and click “Validate”. If the code is not active, is incorrect or does not exist, you will then get the following error message “Enter a valid discount code”. If the code has already been used, “Promo code XXX has already been used” appears.

Question 14

How do I order for someone else?

Accepted Answer

On our website you will find gift ideas for all occasions. You can offer silk bed linen and have it delivered directly to the person concerned. When confirming your order, simply click on “Use a different address” and enter your address. Rest assured, we do not include any paper invoices in the packages. The invoice is only sent by email to the account holder (and can also be viewed from your customer account). In addition, we save paper and it is better for our planet.

Question 15

Can we order by phone?

Accepted Answer

We are sorry, but we do not take orders directly by phone. However, we can help you place your order. Our Customer Service is at your disposal at 05 54 54 66 21 from Monday to Friday from 9 a.m. to 3 p.m. If we are not available, we will call you back as soon as possible.

Question 16

I am a professional, how can I place an order?

Accepted Answer

Do you own a cosmetics store, a hair salon, a beauty salon or even a SPA? You can create your professional customer account and benefit from preferential rates and advantageous conditions. Fill out a B2B account creation request on this page (also available at the bottom of our site). Once your account is approved, you will be able to access your professional client area.

Question 17

Is payment on your site secure?

Accepted Answer

Our site is completely secure. All data transmitted is encrypted using the SSL (Secure Socket Layer) protocol. Maison de la Soie does not have access to your credit card data. This information is only used by our banking partners. To learn more, visit our page dedicated to securing your payments.

Question 18

What payment methods are accepted?

Accepted Answer

You can pay by credit card (MasterCard, Visa and American Express), Apple Pay, Shop Pay and PayPal.

Question 19

When will my bank account be debited?

Accepted Answer

If you choose to pay by credit card, your account will be debited when your order is validated.

Question 20

Do I have to pay taxes and/or customs fees?

Accepted Answer

For any order shipped within the EU, your country's VAT applies. If you are delivering to a country outside the EU, we will apply tax exemption to your order but your country will apply VAT and customs duties which will be collected from you upon delivery.

Question 21

Can I pay in installments?

Accepted Answer

With Klarna, you have the option to pay in 3 installments with no fees. To do so, simply: Create a free Klarna account or log in to your existing account. Choose Klarna as your payment method, and you will automatically be redirected to your account. Select the 3-installment payment option with no fees.

Question 22

What are the delivery times?

Accepted Answer

Orders are shipped within 24 business hours. You will receive a tracking link as soon as your package has been prepared. Please note that during discount periods, delivery times may be longer. The delivery time then depends on the carrier: Metropolitan France: within 2 to 3 working days with Colissimo The deadline is extended by a few additional days if you reside in another country. In case of absence, your package will be made available to you at your post office. You can also ask us to delay the shipment.

Question 23

What delivery methods do you offer?

Accepted Answer

All packages are handled by La Poste and delivered to you via Colissimo. You can choose home delivery or a collection point.

Question 24

Do you ship abroad?

Accepted Answer

We deliver worldwide.

Question 25

What are the delivery rates?

Accepted Answer

Shipping costs vary by country. Here are our rates: Metropolitan France, Belgium, Luxembourg and Monaco Delivery is free from 100€. Colissimo to a relay point or post office: €4.90 Colissimo at home without signature (letterbox if possible): €6.90 Colissimo at home with signature: €7.90 Europe Delivery is free from 100€. Colissimo to a relay point or post office: €7.90 Colissimo at home: €9.90 Overseas Colissimo at home: €19.90 Other destinations Colissimo at home: €29.90 Shipments outside the European Union Tax refund is automatically applied and a customs declaration is made. Taxes may be charged upon arrival. We invite you to inquire with your local customs services.

Question 26

Can I have it delivered to a different address?

Accepted Answer

You can have it delivered to your vacation spot, work place or anywhere else. To do this, simply change your delivery address when confirming your order. Click “Use a different address” and enter the desired shipping address. For your convenience, you can save multiple delivery addresses in your customer area.

Question 27

I have not received my order

Accepted Answer

If you have not received your order, please check the following: Packages are not shipped on weekends and public holidays, which may extend delivery times. When your order is shipped, a tracking number is sent to you. Remember to check it to find out where your package is. If you notice that the status of your order has not changed or that a problem has occurred during the delivery of your package, contact us via chat, using the contact form or by telephone on 05 54 54 66 21 (Monday to Friday from 9 a.m. to 3 p.m.).

Question 28

Can I make an exchange?

Accepted Answer

If you wish to make an exchange, we invite you to make a return request via our withdrawal form accessible from your customer account. We will refund you after receiving your package and you will need to place a new order.

Question 29

I wish to make a return

Accepted Answer

Did you order the wrong product? Is your order unsuitable, or have you simply changed your mind? Here's how to return it: 1 - Make a return request from your customer account and select from the list the items you wish to return to us. 2 - After we accept your return, you will receive return instructions. Return shipping costs are your responsibility. For returns from mainland France, we can provide you with a prepaid return label for a flat fee of €4.90, which will be deducted from your refund. 3 - Return your order to us within 14 days. After verifying the products, we will proceed with a full or partial refund (depending on your return) of your order to the payment method used when placing the order.

Question 30

I received a defective item

Accepted Answer

All our products are carefully inspected and defects are very rare. However, if your product has a defect, we invite you to send us a photo and a description of the defect using the contact form . If it turns out that the problem is not due to a fault in use or maintenance, we will take care of replacing the defective product (provided that your request is made up to 30 days after delivery at the latest).

Question 31

How long will it take to get a refund for my return?

Accepted Answer

Once we receive your return package, we will do our best to refund you as soon as possible (usually within a few days). Colissimo processes returns as "Non-priority". For this reason, the time frame may sometimes be longer.

Question 32

Do you have a welcome offer for a first order?

Accepted Answer

We do not offer a welcome offer to our new customers. However, we do offer regular discounts to allow you to buy silk at a reduced price. In this way, our loyal customers are treated just as well as our new customers.

Question 33

How can I find out about current offers?

Accepted Answer

Current promotional offers are displayed on the homepage of our online store. Discounted products are indicated directly on the relevant pages. To not miss the discount periods, subscribe to our newsletter and follow us on social networks.

Question 34

Can I combine promotional offers?

Accepted Answer

Unless otherwise stated, if you have several promo codes, you can combine them. When validating your basket, click on “discount code” and enter your first promo code. You can then enter your second promo code. Please feel free to contact us if this does not work.

Question 35

I can't add a product to my cart

Accepted Answer

When a product is out of stock, the “Add to Cart” button is no longer available. In this case, a “Sold out - notify me when available” button is displayed. In the event of a malfunction or slowdown of the site, do not hesitate to contact us via the chat, using the contact form or by telephone on 05 54 54 66 21 (Monday to Friday from 9 a.m. to 3 p.m.)

Question 36

The item I want to order is not available. What should I do?

Accepted Answer

A product may be a victim of its own success and end up out of stock. To be alerted of its return as soon as it is back in stock, you can sign up for email notifications directly from the product sheet. You can also send a message to our customer service so that they can give you an estimate of the waiting time before the desired product is put back in stock.

Question 37

Where are your products manufactured?

Accepted Answer

Our products are made in China, the world's leading producer of silk. Silk is a luxury product that requires skilled labor to carry out long and meticulous work on this precious natural material. China has possessed this expertise for thousands of years. We work with renowned partners with whom we have established a relationship of trust over many years. We regularly check the quality of our products, which are certified OEKO-TEX® Standard 100 ( BEHO 070288). Furthermore, our manufacturer is SMETA (Sedex Members Ethical Trade Audit) certified. This means that it is regularly audited for working conditions and environmental compliance to ensure high ethical standards and responsible trade.

Question 38

Why is mulberry silk the best silk?

Accepted Answer

Mulberry silk is the best silk because it is the purest and most beautiful quality of silk that exists. During its delicate extraction, the mulberry silk thread is not broken or damaged. It is therefore longer than wild silk thread and therefore allows for the creation of superior quality fabrics and to offer a premium filling to your bedding.

Question 39

How do I care for my silk products?

Accepted Answer

To enjoy the benefits of silk for a long time, it is important to properly care for your bedding, bed linen and silk accessories. You can consult our maintenance guide to take care of your silk: Caring for my silk duvet and pillows Caring for my silk bed linen

Question 40

Why choose Maison de la Soie?

Accepted Answer

Silk pioneer in France Founded in 2010 in the South West of France, Maison de la Soie is now recognized as the French specialist in silk bedding and bed linen. Exceptional silk quality Maison de la Soie sells only the finest silk, mulberry silk. Our bedding is filled with high-quality long silk fibers, and our bed linens are available in 19, 22, 25, and even 30 momme counts. Quality at the best price Thanks to our expertise, economies of scale and direct sales on our site, we are able to offer you the finest quality silk at the best price. Certified silk products All our products are healthy and certified Oeko-Tex® Standard 100 (BEHO 070288). This independent label guarantees the absence of any substances harmful to humans. A French company Our offices and warehouse are located in France. We don't offer dropshipping; our packages ship directly from our premises in the Southwest of France, near Pau. Except in exceptional circumstances, you can be sure of delivery within a few days. Our Customer Service is also available from Monday to Friday from 9 a.m. to 3 p.m.

Question 41

A question about a specific product?

Accepted Answer

Do you want to know what weight of duvet to choose according to the temperature of the room, what size of duvet to prefer for a better fall or what quality of mommes would suit you? Go to our buying guide . You will find all the answers to your questions as well as our advice concerning our silk products. And since we wanted our site to be as comprehensive as possible, we have provided guides and FAQs in the main categories. If you have any questions or would like advice from us, you can contact us via chat, by email using the contact form or by phone at 05 54 54 66 21 (Monday to Friday from 9am to 3pm). We will be happy to guide you and provide you with information.

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