Returns and exchanges

Changed your mind, or the size isn’t right? Here is what to do.

Made-to-measure straps: no returns, no exchanges

All our made-to-measure straps, meaning the whole Signature range and any strap made to your choices (width, length, buckle, thread colour, options, engraving), are made especially for you. Under article L221-28 3° of the French Consumer Code, they cannot be returned, exchanged or refunded. Check your watch’s lug width with our size guide before ordering: we are happy to help. They remain covered by our warranties in case of a manufacturing defect.

14 days to change your mind

For Essentials (NATO, FKM rubber, Saffiano), you have 14 days from delivery to tell us you wish to withdraw, then 14 days to send the item back. No reason is required.

Condition of the strap

The strap must come back new: unworn, never fitted to a watch, with no sign of wear, in its box with its accessories (spring bars, tool, pouch).

Size exchange

An Essential doesn’t fit your watch or wrist? We exchange it for another width or length of the same model. The first exchange is free: we cover shipping of the new strap.

How to proceed

1. Write to contact@maisonalene.com with your order number. 2. We send you the return address and a return number. 3. Send the strap back tracked, with that number. Return shipping is paid by you.

Refund

We refund you, using the payment method of your order, within 14 days of receiving and checking the strap, including the original shipping cost (based on the Colissimo rate).

Damaged strap or wrong item

Write to us within 48 hours of delivery, with photos of the strap and the parcel. We cover the exchange and the shipping costs.

A question?

Our customer service replies within 48 working hours, by e-mail or through the contact form. Include your order number so we can answer faster.