Dear all,

As our followers, you love us and share our values. You are part of our family. The Maje family.
So, we felt it was important to explain the unprecedented situation we are currently experiencing.

You may have noticed that we are having a hard time replying to all of your messages, here’s why.

A few days before the French government announced the lockdown, one of our sales was a big hit and we were ready to offer you the best possible quality service. However, we had not anticipated lockdown and its immediate consequences. Overnight, the number of staff in our warehouses had to be reduced to the absolute minimum, your orders were blocked in stores and closed pick-up points and our customer service team was requisitioned for public health missions. During lockdown, we did our utmost, with smaller but devoted and committed teams, to answer you and offer you the best possible service.

Unfortunately, since the end of lockdown, activity has not been able to resume in the same conditions that you are used to: logistics teams that worked non-stop during lockdown are continuing to work to serve you to the best of their ability, but with reduced staff numbers to ensure social distancing measures are respected, which can lead to delays with order preparations. And our carriers are experiencing an unprecedented level of activity.

We have not yet been able to reopen telephone lines (this will take place shortly) and we are doing our best to reply to all of your messages, and there are a lot of them so our response times are longer. We assure you that the entire Maje team is working hard to provide you with the answers you are looking for.

We apologise that we have not been able to ensure the same level of service as we have always provided in the past. But we won’t give up. We will work through and reply to all your messages.

Trust us.

We cannot thank you enough for your patience, kindness and understanding.
The Maje team

 
 
 
 
 

We have prepared answers to some of your most frequent questions, which we hope will help make things a little clearer:

 
 
 
 
 

1. How can I contact customer services?

Unfortunately, our telephone lines have not yet reopened (they will be available again very soon). We can only answer your requests via the contact page.
The response time is around one week. If you have already written to us, don’t worry you will receive a reply.
Our team is doing everything in its power to reply to you as quickly as possible. To help us improve our response times, please do not send multiple emails. We thank you for your understanding.

2. Preparation times increased to 10 working days:

Due to the current situation and as explained above, order preparation times have now been increased to 10 working days. If your order status is “being prepared”, do not worry, it will be passed on to the carrier within the time frame already mentioned. You will receive an email with your tracking link as soon as the carrier has your package.

3. Longer delivery times:

Our carriers are experiencing unprecedented activity levels which can result in longer delivery times and your delivery status not being updated immediately.

4. Refund processing times extended to 15 days:

Once you have posted your return, you can track its progress using the tracking number on your prepaid label.
Once your order has been delivered to our warehouse, it will take around 15 days before you receive your refund. Don’t worry, you will receive a confirmation email as soon as the refund has been sent.

Reopening of our stores

Reopening of our stores

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