FAQs

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My Order

How do I request a return or exchange?


Maison Ismenia will accept returns on any orders placed through our website within 14 days of purchase. Please see our return policy page for complete information. We are only able to accept returns for items purchased through www.maisonismenia.com.




How much does shipping cost? (Benelux orders)


Standard Shipping on orders is FREE.

Expedited shipping options are available for an additional fee and will be listed at checkout. Please note that expedited shipping options are available for Monday through Friday delivery, excluding holidays




How much does shipping cost? (EU orders, outside the Benelux area)


If you purchased a Maison Ismenia item from one of our authorized retail partners, please follow that retailer’s return/exchange policy.

to Standard shipping on orders outside of Benelux is determined per country.

Expedited shipping options are available for an additional fee and will be listed at checkout. Please note that expedited shipping options are available for Monday through Friday delivery, excluding holidays.




Does Maison Ismenia Ship Internationally?


International orders are typically processed in 1-2 business days and should arrive within 15 business days.

Please note that while these estimated times reflect most shipments, due to local customs clearance processes and inspections out of our control, these estimations may be incorrect. You pay guaranteed landed costs at checkout; no additional fees are due upon delivery. This guarantee is provided subject to local clearance procedures. Your package is traceable and your shipping confirmation will include tracking information. Please allow 48 hours for tracking information to update once you receive a tracking number. Local carriers will do the final delivery. If you have additional questions, please contact customer service at info@maisonismenia.com

Please note that International Customers are responsible for all customs fees, taxes, tariffs, or duties levied by their respective government (the “Fees”). Please note that we are unable to fulfill any request to declare your package for any value other than the total value paid at checkout.

The Fees are typically determined based on a combination of factors that may include:

  • The merchandise's country of origin
  • The merchandise classification, using a system adopted by the countries to which we ship
  • VAT rates are set by the country to which the order is shipping.
  • Customers in certain destinations will be able to view the total amount of applicable fees, duties and tax/VAT for orders during the checkout process.




How long will it take until I receive my product?


In Pre-sale it will take 4-6 weeks and we shall provide you with weekly updates on your order as we approach delivery date.

In the case of a standard order, upon receipt of order will take 1-4 business days within the Benelux. For international orders please consult our shipping policy.




The product is out of stock, what now?


If a product is out of stock, please send an email to support@maisonismenia.com and we shall provide you with shipping information on the product.





The Towels

Which different types of towel sets are there?


At the moment Maison Ismenia is offering our promotional line. We have selected 5 colors to burst your Energy, Peace and your Maison (Home).




How many towels are in a set?


Each set contains 4 towels.




What are the sizes of the Towels?


EU SIZES

  • Washcloth / Flannel 30x50cm
  • Hand Towel 50x90cm
  • Bath Towel 70x120cm
  • Bath Sheet 90x140cm

US SIZES

  • Washcloth (12"x12")
  • Hand Towel (20"x35")
  • Bath Towel (30"x47")
  • Bath Sheet (47"x55")




What is important when washing the towels?


  • Wash before use
  • Do not use fabric softeners
  • Do not use bleaching agents
  • Do not use household cleaning products
  • Do not use personal care products containing benzoyl peroxide.
  • Do not use personal care products containing alpha hydroxy acid.




At what temperature should the towels be washed?


We recommend that the towels be washed at no more than at 30° Celsius / 86° Fahrenheit.




What are bamboo towels?


Our Passionate Red towel set is made out of 65% bamboo and 35% Aegean cotton. This combination allows for the towel to have a great absorption process; furthermore it is good for the skin. The ratio allows for the dye to be implemented without it shedding, as well as allowing the product to retain its shape.




What kind of cotton is Aegean cotton?


This is an organic cotton grown in the western region of Turkey (Aegean). It is naturally hypoallergenic and free from harmful chemicals. It is exceptionally ultra-soft and ultra-plush. It offers great absorption and is fast drying. It is far more absorbent than traditional cotton terry.




What is the difference between Aegean cotton and Terry cotton towels?


The Turkish Aegean cotton towels are more attractive, larger (yet lightweight), and versatile, while their counterpart Terry cotton is bulkier and less absorbent.




What is the best way to fold the towels?


Follow the link below for the YouTube video for a proper tutorial of how to fold the towels.

https://www.youtube.com/channel/UCpZ563sSD3WfHrG8BaHBp1Q




Are the towels good for your skin?


Yes, because the natural hypoallergenic Aegean cotton, which is also free from harmful chemicals, it makes it the perfect option for all types of skins. From sensitive to older or younger skin types.




Considering they are so colorful, do the towels give off?


No, they do not give off.




Do the towels dry quickly and are they absorbent?


Yes, our towels are super absorbent and fast drying.




What is NUA Cotton?


Maison Ismenia has selected the NUA cotton process to manufacture our brand of towels. Our towels also carry the NUA cotton label.

“NUA” comes from the word “New” that means freshness and pureness.

The NUA philosophy prevents the cotton from all artificial applications – from the seeding until it reaches the user.





The Box

How can I be creative with the box?


Check out our YouTube tutorials:

https://www.youtube.com/channel/UCpZ563sSD3WfHrG8BaHBp1Q/videos




Is the box biodegradable?


No, but the box is sustainably made in a Co2 neutral factory





The Gift

What is Kuusi scrub?


The luxurious Finnish Kuusi Scrub® is a scrub made of wood with the same application and use method as a salt scrub. The big difference, however, is that it is made of pine wood and is completely natural.

The unique micro-pine fiber cleans, stimulates, and pampers even the most sensitive skin and gives a silky soft result. Pure lavender essential oil has also been added to the scrub. Finnish Kuusi Scrub® is soap-free and PH-skin neutral and suitable for daily use, even with sensitive skin.




What Kuusi scrub scents are offered as a gift?


We have chosen the scent Zen-moment to gift you with your towel set.

In the future, we will offer more Kuusi-scrub fragrances online for your purchase.




What type of candle type is offered as a gift?


Our Maison Ismenia candles are handmade, and carefully put together by our amazing Maison Team and is made with love. With your comfort in mind, our candles will make you reach a certain level of relaxation and peace. We have used soy wax and scented essential oils.




What candle scents are offered as a gift?


We have different fragrances that we randomly offer in the packages you order.
You can expect: Sandalwood Vanilla, French Vanilla, Strawberry, Lavender and Oud.




How can you best use the candles?


  • Let the wax melt all the way across until the layer is melted, so as to avoid tunneling of the candle.
  • Keep the flame away from moving air, i.e., close to an open window. Also keep away from infants and pets.
  • Do not replace the lid while the candle is still burning. The lid can be replaced, after the candle wax has hardened, in order to preserve the scent.





Others

Are Maison Ismenia products suitable for both men and women?


Yes.




Is Maison ismenia a sustainable company?


The towels have GOTS and OEKA-TEX certification. Our boxes are made at a manufacturer classified as CO2 Neutral. Step by Step Maison Ismenia will work towards becoming a fully sustainable company that is good for your health and our world and that is in keeping with our vision.