frequently asked questions

How to place an order?

To place an order for an item in our online store, please:
- Create an account or log in using the "My Account" tab in the top right corner of the screen
- Select your articles as you browse on the site and add these to your basket
- Confirm your basket
- Indicate your delivery address
- Confirm and pay for your order

Once your order is approved, you will receive an order confirmation email.
To track the progress of your order at any time, please visit your account and click on "My Orders". Under this section, you will find details of your orders, and can print your invoices.

Pre-order problems and cancellation options:

It is not possible to cancel or modify an order once it has been validated and paid for on your side. The orders being sent via an automatic computer flow, your order arrives directly to our warehouse to be treated as soon as possible.
It is also impossible for us to modify the delivery address when the order has been validated, that is why it is very important to check your information and the content of your basket before validating it.

 

Adding an article to your basket:

To add an article to your basket, you should visit the page for the product you wish to buy, select your size and then click on "Add to Basket". 

Confirm my basket:

To view and order the products in your basket, visit "My Basket" located at the top right corner of the home page.

Deleting articles from your basket:

To delete articles from your basket, click on the grey cross to the right of the price or change the quantity.

Term of validity of each product:

The product and its stock are saved for 30 minutes. Beyond 30 minutes and up to 7 days, the products remain displayed in the basket but the stock is no longer reserved. Our stocks being limited we advise you to proceed to your order quickly.
To empty your cart, you can delete your items directly from the cart page, or delete cookies from your browser.

Using a promotional code:

To use a promotional code, you simply need to enter the promotional code into the corresponding area at the time of confirming your basket. Once the code has been approved, the promotional offer will be automatically applied to your order.

In such instance as your promotional code does not work, please contact our customer service team by email or telephone at: contact@manoush.com , +33 1 44 88 97 98.

Complaints relating to any article purchase in the store:

For complaints or claims relating to any article purchased in the store, please visit your retail outlet with your article and proof of purchase. The store manager will then outline the adequate solution. In the event of any dispute, the retail outlet will directly contact the customer service team so as to seek a satisfactory solution. 

Delivery areas covered by Maison Manoush.

The manoush.com online store can deliver to:
Azores
South Africa
Albania
Algeria
Germany
Andorra
England
Angola
Anguilla
Antigua and Barbuda
Antilles, Netherlands
Saudi Arabia
Argentina
Armenia
Aruba
Australia
Austria
Azerbaijan
Bahamas
Bahrain
Bangladesh
Barbados
Barbuda (Antigua)
Belgium
Belize
Benin
Bermuda
Bhutan
Belarus (Byelorussia)
Bolivia
Bonaire (Netherlands Antilles)
Bosnia-Herzegovina
Botswana
Brazil
Brunei
Bulgaria
Burkina Faso
Burundi
Cayman Islands
Cambodia
Cameroon
Canada
Canary Islands
Cape Verde Islands
Central African Republic
Chile
China, People's Republic of
Truk (Micronesia, Federated States of)
Cyprus
Colombia
Congo (Brazzaville)
Congo, Democratic Republic of
Cook Islands
Korea, South
Costa Rica
Côte d'Ivoire (Ivory Coast)
Croatia
Curaçao (Netherlands Antilles)
Denmark
Djibouti
Dominican Republic
Dominica
Scotland
Egypt
United Arab Emirates
Ecuador
Eritrea
Spain (excluding Canary Islands, Ceuta and Melilla)
Estonia
United States New Jersey
United States New York
United States
Ethiopia
Fiji
Finland
Gabon
Gambia
Georgia
Ghana
Gibraltar
Greece
Grenada
Greenland
Guadeloupe
Guam
Guatemala
Guinea
Guinea Bissau
Equatorial Guinea
Guyana
French Guiana
Haiti
Honduras
Hong Kong
Hungary
Channel Islands (Guernsey)
Channel Islands (Jersey)
Faroe Islands
Virgin Islands (US)
British Virgin Islands
India
Indonesia
Iraq
Northern Ireland
Ireland, Republic of
Iceland
Israel
Italy
Jamaica
Japan
Jordan
Kazakhstan
Kenya
Kiribati
Kosovo
Kosrae (Micronesia, Federated States of)
Kuwait
Kyrgyzstan
Laos
Lesotho
Latvia
Lebanon
Liberia
Liechtenstein
Lithuania
Luxembourg
Macau
Macedonia (FYROM)
Madagascar
Madeira
Malaysia
Malawi
Maldives
Mali
Malta
Northern Mariana Islands
Morocco
Marshall Islands
Martinique
Mauritius
Mauritania
Monaco
Mexico
Micronesia (Federated States of)
Moldova
Mongolia
Montenegro
Montserrat
Mozambique
Namibia
Nepal
Nevis (St. Kitts)
Nicaragua
Niger
Nigeria
Norway
New Caledonia
New Zealand
Oman
Uganda
Uzbekistan
Pakistan
Palau
Panama
Papua New Guinea
Paraguay
Netherlands, The (Holland)
Wales
Peru
Philippines
Ponape (Micronesia, Federated States of)
Poland
French Polynesia
Puerto Rico
Portugal (excluding Azores and Madeira)
Qatar
Reunion
Rota (Northern Mariana Islands)
United Kingdom
England
Scotland
Northern Ireland
Wales
Russia
Rwanda
Republic of Yemen
Saba (Netherlands Antilles)
St. Barthelemy
St. Christopher (St. Kitts)
St. Croix (US Virgin Islands)
St. Eustatius (Netherlands Antilles)
St. John (US Virgin Islands)
St. Kitts (St. Christopher)
St. Lucia
St. Maarten (Netherlands Antilles)
San Marino
St. Martin (Guadeloupe)
St. Thomas (US Virgin Islands)
St. Vincent and the Grenadines
Saipan (Northern Mariana Islands)
Solomon Islands
El Salvador
Samoa
American Samoa
Senegal
Serbia
Seychelles
Sierra Leone
Singapore
Slovak Republic
Slovenia
Sri Lanka
Sweden
Switzerland
Suriname
Swaziland
Syria
Tajikistan
Tahiti
Taiwan
Tanzania
Chad
Czech Republic
Thailand
East Timor
Tinian (Northern Mariana Islands)
Togo
Tonga
Tortola (British Virgin Islands)
Trinidad and Tobago
Tunisia
Turkmenistan
Turks and Caicos Islands
Turkey
Tuvalu
Ukraine
Union Island
Uruguay
Vanuatu
Venezuela
Vietnam
Vatican City State
Wallis and Futuna
Yap
Zambia
Zimbabwe

Cost, delay and delivery methods:

The Manoush online store offers several delivery methods:

• For the European Union:

FREE HOME DELIVERY with DHL for all orders over €300:
- Delivery in 5 to 7 working days
- For a lower amount, the delivery costs are €9
EXPRESS HOME DELIVERY with DHL:
- Delivery in 2 to 3 working days
- Delivery costs are €19

• For the US:

FREE HOME DELIVERY with DHL for all orders over $500:
- Delivery in 2 to 4 working days
- For a lower amount, the delivery costs are $15
- Duties are included in the final price

• For the UK:

FREE HOME DELIVERY with DHL for all orders over £300:
- Delivery in 5 to 7 working days
- For a lower amount, the delivery costs are $9
- Duties are included in the final price

EXPRESS HOME DELIVERY with DHL:
- Delivery in 2 to 3 working days
- Delivery costs are £19
- Duties are included in the final price

• For the rest of the world:

HOME DELIVERY with DHL:
- Delivery in 3 to 5 working days 

New delivery address:

We offer the possibility of creating several delivery addresses within a single client account. Under the "My Account" section, you can modify or add an address to which you want deliveries to be made by clicking on " update ".

RETURNS

You have fourteen days from the date of receipt to return an item and get a refund of the amount already paid.
The item must be returned in new condition, in its original packaging and accompanied by a return form. You will find the procedure to follow to make your return below:

1. Make you return request via your customer account or via this link https://web.global-e.com/Returns/Portal/gsBwt
Returns outside France are handled by our cross-border partner Global-e. 

2. Select items to return
From the return portal, please select the items you want to return and the reason for your return. 

3. Select you return method

- You can send back the items by downloading a DHL prepaid return label 
Please note: You don't pay the prepaid return label separately, it is deducted from your refund. By using this returns waybill you consent to the deduction of the return post cost from your refund

- You can also return your items with the carrier of your choice. 

In this case, please return the items to the following address

Manoush / EZYTAIL/EZYLOG
2 Rue Jacqueline Auriol
Quai 21 à 25 
91220, Plessis Paté

You are responsible for the package until it arrives at our premises. 

4. Print all necessary documents 
The return note is to be put inside your parcel.
The return label and potential invoices are to be placed on the top of the package (not inside of it). 


5. Go to https://locator.dhl.com
Choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points. Drop off your return package. 

Please allow 5-10 business days for a refund to be credited back to your payment method, once the order has reached the International Returns Hub and has been inspected.

IS IT POSSIBLE TO MAKE AN EXCHANGE?

Unfortunately, it is not possible to exchange an item purchased on our site. You therefore have the option of returning your order for a refund, so that you can reorder the size or model that suits you best.
We would also like to remind you that items purchased on our website cannot be exchanged in shop.

What is the deadline for returning an item?

In the event that one of our products does not suit you, you can return any item purchased on our site within fourteen days from the date of receipt of your order, without having to justify it, provided that your product is in perfect condition, unworn and unwashed.

After this period, no refund can be made.

HOW DO I DOWNLOAD MY RETURN LABEL?

Make you return request via your customer account or via this link https://www.bglobale.com/Returns/Portal/gsBwt
Returns outside France are handled by our cross-border partner Global-e.

You then will be able to dowload your prepaid return label. 

WHAT IS THE REFUND PERIOD?

Once your package has been received by our warehouse and the conformity of the items has been verified, your refund will be made within fifteen days directly to the payment card used for the validation of your order. If you have a deferred debit card, the refund will be made under the same conditions as your usual debits.

Is the return at my expense?

The handling of the return depends on your delivery area. 

1. For a delivery in Metropolitan France
 
Returns are free of charge and you can send us back your parcel via a Colissimo return label slipped in your orders. You can also download this label via your customer area.
 
2. For a delivery in another country than metropolitan France
 
Returns are at your expense and their cost may vary depending on the weight of the package and the country of shipment.
 
In the case where the return is due to an error on our part, the cost of reshipment will of course be fully covered after validation by our customer service.

SECURE PAYMENT

All payment solutions used by La Maison Manoush are 100% secure.
For card payments (carte bleue, visa and amex), OGONE is our secure payment service partner

WHAT ARE THE MEANS OF PAYMENT

You can choose from several payment methods:

BANK CARD
Credit card, Visa, MasterCard and American express.
To purchase by credit card, select "By credit card" when choosing a payment method.

PAYPAL
To purchase using PayPal, select "by PayPal" when choosing the payment method, then click on "Confirm Payment". You will then be redirected to the PayPal page to proceed with the payment.
At this time, we do not accept payments in installments.

3X PAYMENT WITHOUT FEES 
At the time of payment, choose the option "3x payment without fees".
You will be charged the first monthly payment immediately, and the next two monthly payments on D+30 and D+60.
The 3x payment option is valid for any order equal or superior to 300€. 
 

HOW TO REACH OUR CUSTOMER SERVICE?