Frequently Asked Questions

How do I make a purchase ?

  1. 1. Choose a product category, brand or style from the top navigation menu. You can also browse by product in the search bar.
  2. 2. Then select the quantity of the item you wish to purchase and click ‘Add to bag’. Once you have finished adding your items, click on “Proceed to purchase” in the shopping bag. 
  3. 3. Sign in to your account if you already have registered account with us. If you do not have an account, simply enter your details to proceed. 
  4. 4. Enter your address and payment information. To complete your order click on the “Pay now” button in the Review & Pay checkout page. 
  5. 5. You will then be asked to enter credit card information or be re-directed to Paypal.

I have forgotten my password - how can I retrieve ?

To re-set your password, follow the “forgotten password” link below the "Sign In" button on the Sign in page. 

 

Is my personal information kept private ?

We consider the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information. For further information, please read our privacy policy in full.

What payment methods do you accept ?

We accept all major credit cards including Visa Credit, Visa Debit, Mastercard, American Express and Carte bleue in France.

You can also choose to pay with Paypal. If you select this option as a method of payment, you will be redirected to Paypal where you will be invited to sign in. You will then be able to verify the total amount before confirming your order by clicking on « Pay now ». Once the transaction is approved, you will be redirected to Mayage.com.


Is my payment secure ?

We work hard to ensure your purchase is safe and secure. We use Atos Worldine, European leader in online payment processing , to handle all card transactions which go through a rigourous fraud-checking process.

Moreover, you are in secure mode as the location (URL) field at the top of your browser begins with 'https:' instead of the normal 'http:'


Where can I enter my promo code ?

To receive a discount on your order, simply enter the promo code in your shopping bag in the box “enter promo code”.


How do I know if you have received your order ?

After you place your order, you will receive an email acknowledging your order has been received. Please note this email does not hold as a confirmation yet. You will then receive a second email as confirmation for your order with the estimated date of shipping. In the unfortunate event that any of the items you have ordered are out of stock, our customer care team will immediately contact you to let you know. Your payment for the items will not be processed unless other options (ie. exchange, acceptance of extended shipping delay…) will have been agreed between you and our customer care agent. 


I haven't received a confirmation email, what should I do ?

Please consult your spams for any undesirable email. If you still cannot find the confirmation email, you can verify if the order appears in your account. Do not hesitate to contact our customer care team for further assistance. 


What happens if my ordered item is out of stock ?

As we aim to offer a large range of products to cater to all styles, some items are held in stock by our suppliers. In this case, we sometimes cannot guarantee quantity availability. In the unfortunate event your item isn’t in stock, we will contact you within one working day at the latest to discuss options including a refund, an exchange or a delay in shipping


My order is incomplete, what should I do ?

If your order is incomplete (ie missing items), please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us. For more information, you can view your order status online by signing into your account and selecting View orders.


My order is damaged, missing, incomplete or incorrect. What should I do ?

For damaged products, incomplete or incorrect orders and dispatched orders that don't arrive within the expected time period, please email our Customer care team at info@mayage.com, or call us on +33 9 67 44 33 23


I wish to order an extra wallpaper roll or extra fabric metres, what should I do ?

It is important to make sure you order an extra wallpaper roll or additional metres of fabric from the same batch number to ensure you order the exact colour from your previous order. Please contact us before placing your order for us to confirm stock availability in the same batch. 


What is your returns policy ?

You have up to 15 days upon receiving your order to return an item. To do so, please email our customer care team at info@mayage.com stating your Order Number and details of the items you would like to return. A confirmation email will be sent out to you with instructions. Please wait for that email before returning your items. We recommend using a delivery service which requires a signature to ensure that you have proof of return. Once we have received your returned items we will email you to let you know, and confirm any refund or due credit. 


Returns of fabrics and trimmings


Currently we do not accept returns of fabrics and trimmings as they are cut to measure. To ensure the reference’s color and texture matches your expectations, we recommend ordering a sample before placing your final order.


Returns of wallpaper


Wallpaper rolls may be returned within 15 days upon receiving your order. Rolls must be in their original packaging, undamaged and unopened. In the event that you are returning to us an unused roll, we highly recommend you retain this spare roll in case of future damage to your wallpaper.


My wallpaper is faulty, what should I do ?

You should carefully examine all wallpaper rolls for faults upon receiving your order and during hanging. Firstly, verify that your rolls are undamaged and that the product code and batch number are identical on each roll of the design to ensure your articles originate from the same colour batch.  


Start hanging your wallpaper. As you hang each new roll, inspect the wallcovering for any defects and shading. If at this stage you are in any doubt as to whether the paper is faulty or as soon as you do notice a fault, please stop the work immediately and contact us with your order details. We will send you instructions to return your items. Once inspected and if the product is considered as faulty, our customer care team will advise you on the different options (ie exchange or refund).


My fabric is faulty, what should I do ?

You should carefully examine your fabric as soon as you receive it. If you notice any fault please immediately contact our customer care team. Once cut we will not be able to consider a length of fabric for return.


Can I exchange my order ?

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.


When will I receive my order ?

Lead times vary according to product and can be found on each product page. If your order is comprised of items from different brands, we will deliver each item according to each individual product lead time.

 

Orders placed on weekends are processed on Mondays.


Can I track my order ?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment on the courrier’s site. 


How much does delivery cost ?

We charge a flat rate of 15€ for orders in France and 18€ for orders in the EU.

Delivery of samples is free of charge


Do you ship overseas ?

Our service currently only enables you to order for delivery in the EU. However, if you would like to arrange for delivery abroad please contact our customer care team and we will forward you a quote with the delivery charge and more information on how to place your order.


Will my parcel be charged customs and import charges ?

If you live outside the EU, you may be charged additional handling fees and custom duties and or other taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel and are therefore your responsibility.


Is the colour of the fabric exactly the same as it appears on screen ?

The colour of the fabric may vary according to different types of screens and the lighting setting at the moment the product was photographed. If you would like to make sure of the color, we recommend you order a sample through our product page.


How can I order a sample ?

Samples are available to order on most fabrics and wallpapers to help you better visualize the colour and feel the texture. We highly recommend you order a sample before placing your final order. Simply click on « order a sample » on the product page. 


What are the sizes of samples ?

Samples vary in size depending on the brand. Wallpaper samples are typically A4 and fabric samples 6 cm by 6 cm.


How long does the delivery of samples take ?

France: 3 to 7 working days

Other countries: 4 to 10 working days


I have a specific reference I would like to purchase from a brand listed on your website but this reference cannot be found?

We aim to offer a wide selection of fabrics, however in the event that you cannot find a specific reference from one of our brands, we will gladly place this order for you. Simply contact our customer care team with the item details including the brand, reference number, colour and quantity you wish to purchase. Our team will get back to you shortly with a quote. 


Can you source a particular item from a brand that is not listed on your website? ?

In the event that you cannot find a specific brand on our site and have a specific item you would like to order, there is nevertheless a high chance that we might be able to place that order for you with that brand. Simply contact our customer care team with your request and we will get back to shortly.


Do you work with the Trade ?

We offer the possibility for professionals such as decorators & architects, restaurants and hotels, to create a trade account. Simply apply to create an account in our trade section, our customer care team will examine your application and get back to you shortly confirming your account.