Frequently Asked Questions
Answers to common questions about Maison Galerie. If your question is not covered here, email maisongalerieall@gmail.com and we will help.
Ordering
Which countries do you ship to?
We currently deliver to the United States only. Orders are dispatched from China by our fulfilment partners.
In which currency are prices shown?
Prices are displayed and charged in US dollars (USD).
Can I change or cancel my order?
Email us with your order number as soon as possible. If your order has not been dispatched, we will try to accommodate your request.
If it has already been dispatched, please follow our Returns and Refunds Policy.
Delivery
How much is delivery?
Standard delivery is USD 7.00 per order. Delivery is free on orders with a merchandise subtotal of USD 70.00 or more.
How long does delivery take?
Handling takes 1 business day and carrier transit takes 2 to 8 business days. Total estimated delivery time is 3 to 9 business days.
Orders are prepared Monday to Friday, excluding public holidays observed by our fulfilment partners in China. Carrier transit is counted Monday to Saturday, excluding public holidays affecting the carrier.
See our Shipping Policy for full details and possible delays.
Do you charge delivery per item?
No. Standard delivery is charged once per order, regardless of the number of items.
Will I pay import charges on delivery?
As explained in our Shipping Policy, we arrange for applicable import duties, customs charges and carrier import-handling fees to be covered.
If a carrier requests an unexpected import payment, contact us before paying so we can investigate and resolve the issue.
How do I track my order?
You receive a dispatch email with a tracking link once the parcel is handed to the carrier. Tracking may take up to 24 hours to become active.
What if my parcel is late or has not arrived?
Email maisongalerieall@gmail.com with your order number. We will investigate with the carrier.
If the parcel is confirmed lost, we will offer a replacement or a full refund, at your choice. See our Shipping Policy for details.
Payment
Which payment methods can I use?
The payment methods available for your order are displayed at checkout. Availability may depend on your device, location and eligibility.
When am I charged?
Payment timing depends on the payment method selected. Review the payment information displayed at checkout. If you have a question about a charge, contact us with your order number.
Do you store my card details?
No. Full card and wallet credentials are handled by the payment provider. Maison Galerie does not store complete payment card numbers.
Returns and Refunds
Can I just post an item back to you?
Please email maisongalerieall@gmail.com first and wait for our written return approval and instructions.
Parcels sent without prior contact may be refused or delayed if we cannot identify the order. This does not limit your rights under applicable law.
How long do I have to request a return?
You may request an eligible change-of-mind return within 30 days of delivery.
This window does not limit rights available under applicable law for faulty, damaged or misdescribed goods.
Where do I send my return?
Approved returns are sent to:
Maison Galerie — Tom Arcaro EI
8 T, Impasse des Cigales
30121 Mus
France
Please contact us before shipping. Do not send returns to the original dispatch location in China.
Who pays for the return?
For change-of-mind returns, you arrange and pay for return shipping to France.
If an item is faulty, damaged on arrival or incorrect, we cover reasonable return costs where a return is required. Contact us first to agree on the return method.
Can I return a light after installing it?
Products that have been installed, hardwired, modified or damaged through misuse are not eligible for change-of-mind returns.
This does not exclude claims relating to faulty, damaged, incorrect or misdescribed products.
Is there a restocking fee?
No.
How long does a refund take?
We process refunds to the original payment method within 5 business days of receiving the returned goods, subject to any shorter deadline required by applicable law.
Your bank or payment provider may need additional time to display the refund.
Do you offer exchanges?
We do not offer direct exchanges. Return the original item under our Returns and Refunds Policy and place a new order for the replacement.
Faulty Products and Warranty
What if my product is faulty, damaged or not as described?
Contact us with your order number and a description of the problem. We will arrange an appropriate remedy, which may include repair, replacement or a refund, depending on the circumstances and applicable law.
Your mandatory consumer rights are not limited by our 30-day change-of-mind return window.
What should I do if a product develops a fault?
Stop using it and email maisongalerieall@gmail.com with your order number. Include photographs or a short video where helpful.
Do not install or continue using a product that appears damaged or unsafe.
Do you offer an additional commercial warranty?
We do not currently offer a separate Maison Galerie commercial warranty in addition to your rights under applicable law. Any product-specific manufacturer warranty, if available, is stated on the relevant product page.
Products and Installation
Are your wall lights suitable for bathrooms?
Suitability depends on the model, its documented electrical specifications and the intended installation location.
Check the product page and installation instructions. Do not assume that an IP rating alone establishes suitability for a US bathroom installation. Ask a qualified electrician to confirm that the fixture meets applicable local requirements.
Do I need an electrician?
Hardwired lighting must be installed by a suitably qualified or licensed professional where required by local law.
Follow the product instructions and applicable electrical safety requirements. Never install a product that appears damaged.
Are the lights compatible with US electrical systems?
Check the voltage, frequency, connection type and installation requirements on the individual product page before ordering.
If any specification is unclear, contact us before purchasing.
Do I need to buy bulbs?
This depends on the model. The product page states whether the light uses integrated LEDs or replaceable bulbs, and whether bulbs are included.
Cordless and rechargeable features, where available, are also described on the product page.
Will the colour match the photos exactly?
We photograph products as accurately as possible, but screen settings and manufacturing tolerances may cause minor differences in colour or finish.
Natural materials such as marble and travertine vary from piece to piece. This does not affect your rights if a product is materially different from its description.
Professional Orders
Do you work with architects, interior designers and hospitality businesses?
Contact maisongalerieall@gmail.com with details of your project, the products required and the quantities. We will let you know whether we can accommodate your request.
Contact and Business Information
How do I reach you?
Email maisongalerieall@gmail.com or call +33 6 22 26 44 21 during our support hours. Please include your order number where available.
Trading name: Maison Galerie
Operator: Tom Arcaro EI
Registered business name: ARCARO TOM
SIREN: 979 390 515
SIRET: 979 390 515 00018
Business and return address:
8 T, Impasse des Cigales
30121 Mus
France
This is our business and return address. Orders are dispatched from China.
Support hours: Monday to Friday, 8:00 AM to 4:00 PM, Paris time (Europe/Paris). Closed on weekends and French public holidays.
Maison Galerie is operated by Tom Arcaro EI, a sole proprietor registered in France. Full details are available in our Legal Notice.