Customer Service

At Maes & Hills Collection, you can pay safely and securely using a range of payment methods, including iDEAL, Mastercard, PayPal, Bancontact, Klarna and payment in advance by bank transfer.

The payment methods available to you may vary depending on your country. All available payment options will be shown automatically during checkout.

If you choose to pay in advance by bank transfer, you receive a 3% discount on your order. Your order will be processed once we have received your payment.

Yes. Depending on your country and order, you may be able to pay later with Klarna.

The Klarna payment options available to you will be shown automatically during checkout. Klarna may carry out an eligibility or credit assessment before approving the payment.

If you choose Klarna, please make sure that you pay your invoice within the payment period shown by Klarna.

This is a test FAQ answer

Orders placed before 5 pm Monday to Friday are dispatched the same day. Orders placed on Saturday or Sunday are dispatched on Monday.

Delivery usually takes 1–2 working days to Belgium, Luxembourg and the Netherlands. For Germany, Austria and France, delivery usually takes 1–3 working days. For other European destinations, delivery usually takes 2–4 working days.

The expected delivery time is also shown on each product page. If an item is temporarily out of stock, the delivery time shown indicates when we expect to be able to dispatch your order.

Placing an order at Maes & Hills Collection is quick and easy:

1. Choose the product you would like to order and add it to your shopping bag.
2. Go to your shopping bag and proceed to checkout.
3. Enter your contact and delivery details.
4. Choose your preferred delivery and payment method.
5. Check your order and confirm your purchase.

Once your order has been placed successfully, you will receive an order confirmation by email.

Are shipping and return costs refunded when I return an order?

If you exercise your statutory right of withdrawal and return your entire order, we will refund the purchase price as well as the cost of the least expensive standard delivery method offered for your order.

If you chose a more expensive delivery method, such as an express or priority service, the additional delivery costs will not be refunded.

The cost of returning an order is normally your responsibility. If you use our returns portal, you pay a contribution towards the return shipping costs. The current amount will be shown in the returns portal before you select your return method.

You may also arrange the return shipment yourself using a carrier of your choice. In this case, you are responsible for the full return shipping costs.

If you have received an incorrect or damaged item, please contact our customer service team before returning it. We will arrange an appropriate solution and you will not be charged return shipping costs where the error is ours.

Creating a Maes & Hills account is quick and easy:

1. Click on the account icon at the top of the website.
2. Select the option to create a new account.
3. Enter your details, including your email address, and choose a password.
4. Complete your registration to create your account.

Once your account has been created, you can log in to view your account details and manage your orders.

Yes. During checkout, you can enter a delivery address that is different from your billing address.

This is useful if you would like your order delivered to another address or sent directly to someone as a gift.

You can check the status of your order by logging in to your Maes & Hills account.

1. Log in to your account.
2. Go to My orders.
3. Select the relevant order to view its current status and order details.

As soon as your order has been dispatched, you will also receive a Track & Trace link by email so you can follow your parcel.

We start processing your order as soon as possible after it has been placed. If you would like to change your order, please contact our customer service team as soon as possible.

If your order has not yet been processed or dispatched, we will do our best to make the requested change. Once your order has been dispatched, it can no longer be changed.

We start processing your order as soon as possible after it has been placed. This means there is only a short period of time in which we may be able to cancel it.

If you would like to cancel your order, please contact our customer service team as soon as possible. If your order has not yet been processed or dispatched, we will do our best to cancel it.

If your order has already been dispatched, it can no longer be cancelled. You can, however, return it within our 60-day return period after receiving it.

After placing your order, you should receive an order confirmation by email.

If you haven't received it, please check your spam or junk folder first. We also recommend checking that the email address entered with your order is correct.

If you still can't find your order confirmation, please contact our customer service team at [email protected]. We'll be happy to check your order for you.

As soon as your order has been dispatched, you will receive a Track & Trace link by email. You can use this link to follow the progress of your parcel.

If the tracking information has not been updated for some time or your parcel has not arrived within the expected delivery time, please contact our customer service team at [email protected]. We’ll be happy to check the shipment for you.

Return label
You can register your return and obtain a return label through our online returns portal. The available return methods and current costs will be shown before you select your return label.

Start your return

Invoice
If you need a copy of your invoice, please contact our customer service team at [email protected]. We’ll be happy to send you a copy.

We’re sorry if you have received an incorrect item. Please contact our customer service team as soon as possible at [email protected].

Please include your order number and, if possible, a photo of the item you received. We will arrange the return of the incorrect item and make sure you receive the correct item as quickly as possible.

Of course, you will not be charged any return costs if we have sent you the wrong item.

We’re sorry if your order has arrived damaged. Please contact our customer service team as soon as possible at [email protected].

Please include your order number and clear photos of the damaged item and, if relevant, the packaging. This will help us assess the issue and find a suitable solution as quickly as possible.

Please do not return the item before contacting us. We will let you know how to proceed and, if a return is necessary, we will arrange this for you.

If an item is missing from your order, your order may have been sent in more than one parcel. Please check your dispatch confirmation and Track & Trace information to see whether another parcel is still on its way.

If your order was not split into multiple parcels or all parcels have already been delivered, please contact our customer service team at [email protected].

Please include your order number and let us know which item is missing so that we can check this for you as quickly as possible.

You can return your order within 60 days of receiving it.

Returned items must be unused and in the same condition as you received them, with the original labels and packaging where applicable.

You can register your return through our online returns portal. If you use a return label through the portal, you pay a contribution towards the return shipping costs. The current cost is shown in the portal before you select your return method.

If you received an incorrect or damaged item, please contact our customer service team at [email protected] before returning it.

For full details and to register your return, please visit our returns portal.

If your item arrives damaged, please contact our customer service team as soon as possible at [email protected].

Please include your order number and clear photos of the damage and, if relevant, the packaging. This will help us assess the issue and find a suitable solution as quickly as possible.

If your item develops a fault after you have been using it for some time, please contact us with your order number and a description of the problem. If possible, include photos or a short video showing the fault. We will assess the issue and advise you on the appropriate next steps.

If you would like an update on the status of your repair, please contact our customer service team at [email protected].

Please include your order number or repair reference, if available, so that we can check the current status for you.

All products purchased from Maes & Hills Collection are covered by the applicable legal guarantee. This means that a product should be of the quality and perform as you may reasonably expect.

Some brands and products also come with an extended manufacturer's warranty. The warranty period can therefore vary depending on the brand, product and individual components.

If your product develops a fault or you would like to know which warranty period applies to your purchase, please contact our customer service team at [email protected]. We’ll be happy to check this for you.

Leather is a beautiful and sustainable product which will last for years when regularly maintained. Make sure, therefore, that you don’t place your bag against a heater or heating. Regularly wipe down dust with a slightly moist cloth and look after it with a leather maintenance product 2 to 3 times a year. Each type of leather has its own maintenance product. If you are not sure what type of leather your bag is made of please contact our Customer Service.