ORDER FAQ
My order
Confirmation of my order
After confirming your order, you will receive a confirmation email containing your order number and a summary of your shopping cart. You can also find this information in your customer area , under the "My Orders" tab.
If you do not receive this email after your payment, despite checking your spam , and the order does not appear in your account, do not hesitate to contact our customer service at hello@mezameparis.com .
I would like to modify the contents of my order
If your order has not yet been processed by our workshop, we may consider a modification. Contact us as soon as possible by email at hello@mezameparis.com , and we will do our best to accommodate your request.
If your order has already been shipped, you can return one or more items. Go to the "Shipping & Returns" section to find out how.
I wish to cancel my order
Cancellation depends on the progress of your order:
✔️ If the order has not yet been processed , we can cancel it and issue a refund. Contact us as soon as possible at hello@mezameparis.com .
✔️ If the order is already being prepared , we will no longer be able to cancel it. You can, however, return it to us after receipt. Find all the information in the "Deliveries & Returns" section.
I received a defective or wrong item
Upon receipt of your order, we invite you to check your items and report any anomalies to us as quickly as possible by completing the following form and attaching photos of the product concerned to your email at hello@mezameparis.com .
⚠️ If the item has already been used, we cannot guarantee an exchange or refund.
However, we remain at your disposal to find a suitable solution together!
Delivery and return
Where can I have my order delivered?
Mezamé delivers worldwide , except to Russia .
🚛 For the UK : Due to Brexit tax regulations, we only accept orders with a minimum value of 150 euros (excluding shipping costs).
🚚 For France , several delivery methods are available:
GLS Home
ChronoRelais
Chronopost Home
Colissimo
Mondial Relay ( excluding purchase of life mats, except certain areas )
🌍 For international orders , we ship our packages with Colissimo , and depending on the area, with Chronopost and GLS .
📌 All details regarding costs and delivery times by geographic area are available on our Deliveries & Returns page
What are the delivery costs?
At Mezamé, we've chosen to be transparent about shipping costs by charging them separately rather than including them in the sale price. Every shipment has a cost, and unfortunately, delivery is never truly "free."
📦 Delivery costs for mainland France (including Corsica) :
Mondial Relay : from €5.60 (parcels <2 kg, 3-5 days)
ChronoRelais : from €7.80 (delivery before 1 p.m. the next day, working days)
GLS Home : from €7 (24-48 hours)
Chronopost 1 p.m. Home Delivery : from €11 (delivery before 1 p.m. the next day, working days)
Colissimo : from €13 (delivery within 48 hours )
🌍 International shipping costs :
Mondial Relay (Belgium, Netherlands, Luxembourg, Spain, Portugal): from €5.80
GLS Europe : from €11.50
Colissimo Europe : from €13.50
Chronopost Europe : from €11.50
Colissimo DOM-TOM : from €21.30
Colissimo International : from €35.20
⏳ Delivery times are given as an indication and do not take into account preparation time (2 to 3 working days).
I would like to change the delivery address, how do I do this?
If your order has not yet been sent to our workshop , we can change the delivery address. Contact us as soon as possible at hello@mezameparis.com .
⚠️ If your order is already being prepared, we will no longer be able to modify it.
Can I change carriers?
🚚 Unfortunately, no . Our logistical constraints do not allow us to change the carrier once the order has been validated.
How long will it take to receive my order?
It all depends on the delivery method chosen and the destination country . You will find all the detailed information about our service providers, delivery times and prices on the Deliveries & Returns page.
📌 Please note :
Our workshop is open Monday to Friday .
Orders are generally prepared in D+2 and shipped in D+3 .
These deadlines may be slightly longer during periods of high activity ( Christmas, promotions, etc. ).
How do I track my order?
Once your order is prepared, you will receive a shipping confirmation email .
📦 To track your order, simply click on "Track my order" in the email to access the carrier's tracking.
Can I delay the delivery of my order?
🚚 We cannot delay the shipment of an order.
📌 If you are not there at the time of delivery, your package will be left at a relay point depending on the carrier selected.
I have a problem with my delivery, what should I do?
If you have any problems with the delivery of your order, please contact our customer service by email at hello@mezameparis.com . We will do our best to help you resolve the situation with the carrier.
I paid extra customs duties, can you refund them?
📦 For any order shipped outside mainland France , customs duties may apply. These are not included in the price of your order and remain your responsibility .
⚠️ We cannot estimate these fees in advance , and we cannot refund them . More information is available in our [Shipping & Returns] section.
I was unable to collect my order from the collection point, what should I do?
If your order has not been collected on time , it will be returned to us.
📌 Our after-sales service will contact you to organize:
✔️ A new shipment ( re-delivery costs will be at your expense ).
✔️ A refund if you do not want a new shipment
I wish to return my order for an exchange or refund
📩 Before making your return, please contact us using the following form
✔️ You have the choice between an exchange , a voucher or a refund
Return conditions
📆 Deadline : You have 14 days from receipt of your order to make a return.
📦 Product Condition : The returned item must be undamaged, unwashed and in its original packaging .
🚚 Return costs : Returns, whether they concern an order shipped to mainland France or outside mainland France , are the responsibility of the customer .
📌 Important : Remember to include your order reference in the package to facilitate processing.
Tips for a safe return
✔️ We recommend choosing a shipping method with a tracking number . Without tracking, we will not accept any claims in case of loss of the package.
✔️ For faster processing, please also report your return by email to hello@mezameparis.com .
What happens after I receive my return?
📩 Upon receipt of your package , we will send you a confirmation email and proceed with the exchange or refund according to your choice.
