ORDER FAQ
My order
Order confirmation
After placing your order, you will receive a confirmation email containing your order number and a summary of your basket. You can also find this information in your customer account, under the "My orders" tab.
If you don't receive this email after payment, even after checking your spam folder, and the order doesn't appear in your account, please don't hesitate to contact our customer care team at hello@mezameparis.com.
I'd like to amend the contents of my order
If your order has not yet been picked up by our workshop, we may be able to make a change. Contact us as soon as possible by email at hello@mezameparis.com, and we'll do our very best to accommodate your request.
If your order has already been dispatched, you can return one or more items to us. Head to the "Delivery & Returns" section to find out how.
I'd like to cancel my order
Cancellation depends on the current status 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 "Delivery & Returns".
I received a faulty or incorrect item
As soon as you receive your order, we invite you to check your items and report any issue to us as quickly as possible by filling in the following form and attaching photos of the item in question to your email at hello@mezameparis.com.
⚠️ If the item has already been used, we cannot guarantee an exchange or refund.
However, we are always here to work with you to find the right solution together!
I'd like to return my order for an exchange or refund as I've changed my mind
📩 Before making your return, please contact us via the following form
✔️ You can choose between an exchange, a gift voucher, or a refund
Return conditions
📆 Timeframe: You have 14 days from receipt of your order to make a return.
📦 Condition of the product: The returned item must be intact, unwashed, and in its original packaging.
🚚 Return costs: For any return within mainland France, we will send you a pre-paid label. Return costs are the responsibility of the customer (€7 for a mat, €5.50 for other products). They will either be deducted from the refund or charged in the event of an exchange.
For any return outside mainland France, please contact us by email.
ℹ️ In the event of an exchange due to a colour change for a mat, only the cover is concerned by the exchange. The foam pieces are not replaced.
📌 Important: Remember to include your order reference in the parcel to help us process it smoothly.
Tips for a safe return
👉 Important: we strongly recommend that you keep the proof of postage provided by the carrier. Without this document, we cannot accept liability in the event of loss or non-receipt of the return.
What happens after my return is received?
📩 As soon as we receive your parcel, we will send you a confirmation email and proceed with the exchange or refund according to your choice.
Delivery and returns
Where can I have my order delivered?
Mezamé delivers worldwide, except to Russia.
🚛 For the United Kingdom: Due to post-Brexit tax regulations, we only accept orders with a minimum value of £150 (excluding delivery costs).
🚚 For France, several delivery options are available:
GLS Home Delivery
ChronoRelais
Chronopost Home Delivery
Colissimo
Mondial Relay (excluding life mat purchases, except in certain areas)
🌍 For international orders, we ship with Colissimo, and depending on the destination, with Chronopost and GLS.
📌 Full details on costs and timescales by geographical area are available on our Delivery & Returns page.
What are the delivery costs?
At Mezamé, we've chosen to be transparent about postage costs by charging them separately rather than including them in the selling price. Every delivery has a real cost, and shipping is unfortunately never truly "free".
📦 Delivery costs for mainland France (including Corsica):
Mondial Relay: from €5.60 (parcels under 2 kg, 3–5 days)
ChronoRelais: from €7.80 (delivery before 1pm the next working day)
GLS Home Delivery: from €7 (24–48 hours)
Chronopost 13H Home Delivery: from €11 (delivery before 1pm the next working day)
Colissimo: from €13 (delivery within 48 hours)
🌍 International delivery 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
⏳ Timescales are given as a guide only and do not include the preparation time (2 to 3 working days).
I'd like to change my delivery address — how do I do that?
If your order has not yet been passed 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 make any changes.
Can I change carrier?
🚚 Unfortunately, no. Our logistical constraints mean we are unable to change the carrier once an order has been confirmed.
How long will it take to receive my order?
It all depends on the delivery method chosen and the destination country. You'll find all the detailed information about our carriers, timeframes and rates on the Deliveries & Returns page.
📌 Please note:
Our workshop is open Monday to Friday.
Orders are generally prepared on day 2 and dispatched on day 3.
These timeframes may be slightly longer during busy periods (Christmas, sales…).
How do I track my order?
Once your order has been 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 page.
Can I delay the delivery of my order?
🚚 We are unable to delay the dispatch of an order.
📌 If you are not available at the time of delivery, your parcel will be left at a collection point depending on the carrier selected.
I have an issue with my delivery — what should I do?
If you are experiencing a problem with the delivery of your order, please contact our customer care team by email at hello@mezameparis.com. We will do our very best to help you resolve the situation with the carrier.
I've paid extra customs duties — can you reimburse me?
📦 For any order shipped outside mainland France, the USA, and Canada, customs duties may apply. These are not included in the price of your order and remain your responsibility.
⚠️ We cannot estimate these charges in advance, and we cannot reimburse them. More information is available in our Delivery & Returns section.
I wasn't able to collect my order from the collection point — what should I do?
If your order was not collected in time, it will be returned to us and we will issue a refund.
