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Website Policy & Customer Service

SHIPPING

Each order is subject to product availability. Customer Service will reach out via email in the event that any item(s) are unavailable. 

All orders are shipped from our warehouse in Portugal within 2 business days. At peak times, such as launch dates, holidays and sales seasons, there may be delays for up to 7 days in order shipment. Once the package has shipped, you will receive an automated email containing tracking information.

For all orders, the shipping confirmation will include a carrier and tracking number information. If for any reason you didn’t receive your order in a 30 day period, please contact us.

LOST/STOLEN PACKAGES

If your tracking information shows that your package was delivered, but you have not received it, please contact Customer Service.

Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.

RETURNS

You have 14 days from when your order is delivered to ship/postmark it back to our return center for a refund.

Items can only be returned if unopened in original packaging, unworn and in the same condition as delivered, with all tags attached.

Returned products must be returned in the same condition as they were sent. We will not accept or refund incomplete returns or products that have been worn or washed.

If the products have deteriorated due to a more extensive use, we reserve the right to send the product back to the shipper.

EXCHANGES

Purchased items are exchangeable into a different size. Exchanges are only processed upon receipt of returned merchandise and are based on stock availability.

Returned products must be returned in the same condition as they were sent – in the original packaging. We will not exchange products that have been worn or washed.

If the products have deteriorated due to a more extensive use, we reserve the right to send the product back to the shipper.

Shipment is charged accordingly to location. Should you be interested in a different color or style, please contact Customer Service.  

DEFECTIVE ITEMS

Returns of faulty items will only be accepted if the goods were faulty when delivered to you, Maison Pixel staff takes every effort to check your purchase thoroughly for any faults before sending them out to you.

All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. 

If you received a faulty item in your order, we kindly ask you to contact customer support and inform them your order number, the faulty item's name and quantity, a description of the fault and, if possible, a picture of the item.

ITEMS ON SALE

Please note that all sales of Sale items (those displaying a reduced price) are final. No exchange, credit note or refund will be offered against Sale purchases and the Returns, Refunds and Exchanges conditions will not apply.

TAXES

Duties fees and taxes may apply to your order once it reaches your country. You are responsible for all taxes applicable to the delivery of your order, including sales tax, value added tax,custom duties and excise duties.

 WASHING & HANDLING

  • Wash by hand, use cold running water, removing all chlorine and salt residues;

  • Gently squeeze without twisting;

  • Do not use a washer, dryer or dry cleaner;

  • Never iron;

  • Dry in the shade and in a ventilated place;

  • Do not leave the part in contact with solvents, cosmetics, sunscreens and other chemicals;

  • We advise you to be careful when using articles in pools with a high percentage of chlorine exposure to large amounts of chlorine can change color.