FAQs
Delivery
Do you offer free shipping?
Yes, we offer free delivery to a collection point for orders over €75.
You will find all the information concerning delivery costs on the pages of each product by clicking on the gray block with the delivery times.
What are the delivery times?
We work daily to offer you fast delivery.
Products are generally delivered to your home between 24 and 96 hours after your order is placed on the website. This depends on stock levels, the date of the order, and the selected carrier.
Is it possible to track my order?
Yes, you can track your order from this page .
Is it possible to change the delivery address after confirming the order?
No , it is not possible to change the delivery address after confirming the order. It will already be processed by our warehouse.
However, please do not hesitate to contact us on the chat as soon as possible to see if we can still do something.
Which carriers do you use for delivery?
We work with many carriers including:
- World Relay
- Chronopost 2 Shop
- Colissimo
- Private Parcel
- Chronopost Express
Returns and exchanges
Are returns and exchanges free?
Returns for exchange or credit are free. Returns for refund are at the customer's expense.
You will find all the information and useful links on the dedicated page here .
How long do I have to return an item?
Returns and exchanges are open for a period of 30 days.
Who covers the return costs?
There are 3 possible cases:
- In the case of an exchange , we cover the return costs.
- In the case of a refund with a credit note , we will cover the return costs.
- In the case of a simple refund , the return costs are your responsibility.
Can I return an item purchased on sale?
Yes, they have the same return guarantee as non-promotional items.
How do I exchange an item?
To return an item, simply go to this page .
Payment
What payment methods do you offer?
We offer payment via:
- Bank card
- Paypal
- Alma (several times)
Do you offer payment in installments?
Yes, we offer payment in 3 installments with our financial partner Alma.
If you wish to take advantage of payment in installments, simply select this option during the payment step.
You will then be redirected to the Alma portal to open a financing file with them.
Is payment secure?
Yes, we work with the safest providers currently available.
These include Shopify Payments, Paypal, Stripe, and Alma, which are recognized for their high security standards.
Furthermore, all your payments are subject to 3D Secure offered by your bank.
Is banking information stored on your site?
We do not store any banking information on our site in accordance with legislation.
Max And The City has no access to your banking information. It is processed by accredited third-party organizations such as Shopify Payments, Stripe, Paypal, or Alma.
Orders & Account
Do I need to create an account to place an order?
No, you can place an order as a "guest".
How to modify or cancel an order after payment?
You cannot modify or cancel an order yourself.
Contact our customer service as soon as possible before your order is shipped.
If your order is shipped, then you will need to make a return using the standard return process .
How do I recover my password if I forgot it?
To do this, you can click on the "Forgotten password" button on the login page.
You will find this page behind the little man in the navigation menu.
Customer service
How can I contact your customer service?
You will find the details to contact us on the contact page .
What are your customer support hours?
Our customer service is available weekdays from Monday to Friday in the Paris time zone.
You will find all the details on our contact page .
Do you offer online chat for immediate questions?
Yes, chat is available at the bottom right of the current page.
