FAQs

Orders & Payment

• How do I place an order on marazorigins.com?

  Browse our collection, select the piece of your choice, then customize it according to your preferences (color, finishes, etc.). Add it to your cart and complete your order by following the secure steps.

  A confirmation will be sent to you by email upon validation.

• What payment methods do you accept?

  We accept the following payment methods:

  • Credit cards (Visa, Mastercard, American Express)
  • Bank transfer
  • Mobile Money solutions (depending on your location)
  • Cash on delivery (eligible zones)

  All transactions are fully secured according to international standards.

• Can I use a promo code on my order?

  Maison Maraz adopts a fair pricing policy, reflecting the quality of its materials and craftsmanship.

  As such, the use of promotional codes remains exceptional and limited to specific operations.

• Can I modify or cancel my order?

  You can modify or cancel your order within 2 hours of validation.

  Beyond that, the piece enters the preparation or manufacturing phase and can no longer be modified.

• Is my payment information secure?

  Yes. All transactions are protected by advanced security protocols (SSL encryption and PCI-DSS standards).

  Your banking data is never stored by Maison Maraz.

Shipping & Tracking

• Where do you deliver?

  We deliver to Senegal, West Africa and internationally.

  For any specific destination, our team is at your disposal.

• What are the delivery times?

  Times vary depending on the destination and include:

  • An artisanal production time (3 to 30 business days) if applicable
  • A shipping time depending on the zone

  Exact times are communicated when you place your order.

• What are the shipping costs?

  • Senegal: calculated according to the zone, communicated at delivery
  • International: calculated according to the carrier (DHL or other) and destination

  Any customs duties remain the responsibility of the Customer.

• How do I track my order?

  As soon as your order is shipped, you receive a tracking number allowing you to follow your package in real time.

  Our team also remains available to assist you at every step if needed.

• What if I haven't received my order?

  If your package is delayed or has not been delivered:

  • Contact our customer service immediately
  • An investigation will be opened with the carrier
  • A quick solution will be proposed (reshipment or refund)

  Your peace of mind remains our priority.

Returns & Refunds

• What is your return policy?

  You have 21 calendar days to make a return, provided the piece is:

  • Unused
  • In perfect condition
  • In its original packaging

  Custom pieces are not eligible for return.

• How do I make a return?

  Contact our customer service with your order number.

  We will guide you step by step through the procedure.

• Who pays for return shipping?

  Return costs are the responsibility of the Customer, except in case of error or defect attributable to the Maison.

• When will I receive my refund?

  After receipt and verification of the piece, the refund is made within a few business days via the original payment method.

• Can I exchange an item?

  Depending on availability, an exchange may be considered.

  Our team will assist you in finding the most suitable solution.

Products & Care

• Are your bags made of genuine leather?

  Yes. All our creations are made from leathers selected with exigence, chosen for their quality, durability and nobility.

• How do I care for my Maraz leather bag?

  We recommend:

  • Avoiding prolonged exposure to moisture and sunlight
  • Using a soft cloth for cleaning
  • Occasionally applying a leather-appropriate care product

  Regular care will allow your piece to develop a unique patina over time.

• Are product colors true to the photos?

  We strive to reproduce colors with the greatest precision.

  However, slight variations may appear due to the nature of leather and screen settings.

• Do you offer personalized items?

  Yes. Maison Maraz offers custom creations, designed to reflect your identity and preferences.

• How do I choose the right bag size?

  Each product page includes precise dimensions.

  If in doubt, our team is at your disposal to advise you and guide you towards the piece best suited to your needs.

Have another question?