Frequently Asked Questions
PRODUCTS
ORDERS
PAYMENTS
DELIVERY
RETURNS & REFUNDS
Our handcrafted collection is made from natural materials and using traditional crafts by our local artisans in Egypt. This guarantees the authenticity and quality of our products, but implies that their production may take a certain time. Product Availability is clearly announced on our product pages.
- In-stock products are available and are immediately dispatched for delivey once your order is confirmed.- Ready to ship products are available under 21 days.
- Made to order products availability varies depending on the type of craft involved and the size or quantity you pre-order:
- under 3 to 4 weeks
- under 5 to 6 weeks
- under 8 to 9 weeks
- under 12 weeksYes, most of our furniture collection is delivered already assembled.
Only the legs or handles may require action on your part to prevent them from being damaged during transport. For large furniture pieces, remember to take measurements of your rooms, doorways, stairwells, elevators, and any other access points to your home before ordering.Though we screen every handcrafted products through a tight quality control process ensuring that you will be totally satifsfied with your new acquisition, there may be slight variations in color or tint between two pieces of the same product, making each piece unique.
Please bear in mind that colors and tints may have a different reflection depending on the time of the day, and the amount of natural light in your spaces.
This is an integral part of the charm of possessing a handcrafted piece
Our products are all brand new, and they are packed so that they can go through transit without suffering from deterioration.
Except for our home textiles collection, it is important to note that we only work with craftsmen. Products are not factory built, but all hand made in local artisan workshops in Egypt. Therefore, products can have slight imperfections that are considered as evidence of orignal and unique craft work.
Our product collection can vary from large, awkard shaped objects to small or fragile objects.
Products arrive in a reinforced cardboard box for protection during transit and transport, often containing extra materials for filling void space. If a product comes damaged, this have a large impact on the environment, so as an eco-responsible homeware and lifestyle brand, we took several steps to reduce our footprint.
- Products are packed in as few boxes as possible and use extra filling materials only when necessary.
- Multiple products purchased together are delivered in one single delivery
- Original boxes and packing in which our products are received are reused or recycled
- Shredded cardboard is used as extra filling materials when any box become unusable
- Recycled paper mail bags are used for little objects deliveres, rather than small cardboard boxes
This means that a large box may be used to accommodate the size of the largest object, leaving an area of void space that we fill with the rest of your ordered items, whenever it is possible.
If you purchase from any country from the European Union, no customs or import duty taxes will apply.
PRODUCTS
Thank you for shopping with Maison Tarbouche.
Your items are in stock in our warehouse located in France. You will receive an e-mail confirmation containing your order number and the expected delivery time, depending on the delivery option you have chosen during checkout. We will send you an order delivery notification e-mail once your order is being released and handed over to our courrier for delivery to your address.
This e-mail notification will hold your order tracking number so you can track its progress.
If you have any queries on an order you have already placed with us, please contact our customer care team by clicking here.Your desired product is already available in our warehouse located in Cairo, or in our artisan workshop stock. This means that it has already been screened through our quality control, and already packed to be shipped in one of our next bulk shipment to France.
Availability should show on the product page or during checking out, and also confirmed to you again by e-mail (order confirmation)once we have received your payment.
We'll inform you by e-mail (order delivery notification) once your order has been handed over to our courrier and you will be able to monitor your delivery using your order tracking number. If you have any queries on an order you have already placed with us, please contact our Customer Care team.
Thank you for shopping with Maison Tarbouche.
Your desired item is made to order. That means that once you have placed your pre-order, it will be specifically handcrafted for you according to the options you have chosen. Due to their nature, handmade items may slightly vary in color, shape or size depending on the artisan who crafted it and the type of crafts involved to make it. Availability should show on the product page, during checkout, and also confirmed to you again by e-mail (order confirmation) once we have received your payment.
After our quality control processing time, it is shipped to our warehouse in France from where it is packed and dispatched for final delivery to your address. We'll inform you by e-mail (order delivery notification) that your order has been handed over to our courrier and you will be able to monitor your delivery using the tracking number you will receive then.
If you have any queries on an order you have already placed with us, please contact our Customer Care team by clicking here.
Once you have passed through the checkout, we are unable to make changes to your delivery address information particularly if your ordered items were in stock before your order was placed.
If your ordered items are ready to ship or made to order, you can add a different address in your Member section and make it your new default address. We will use this new address to dispatch any upcoming order delivery. You can also make a direct query to our customer care team by reaching us through the website's live chat, by phone or by e-mail. Our team will be able to assist you as long as your order hasn't been released to our carrier yet.
For items available in stock, once your order has been confirmed to you by e-mail, it is automatically sent over to our warehouse who begin the process of picking and packing your order. In this case, we are unable to cancel it. If you have changed your mind about an item you ordered, simply return it to us. As long as your return complies with our return policy, we will refund you as per as your request.
Please visit our Returns & Refunds page to know how to proceed.
Once your order has been confirmed to you by e-mail, it is automatically sent over to our warehouse who begin the process of picking and packing your order. In this case, we are unable to cancel it. If you change your mind about an item you ordered, you can simply return any unwanted items using the return form avaiable here, and we’ll process it as long as your return complies with our return policy.
Please visit our Returns & Refunds page to know more.
Yes, you have the ability to cancel your pre-order as long as we receive your request within the next 8 working hours from the moment it was placed, Monday to Thursday. Pre-orders placed after 1 pm on a Friday can be cancelled up till Monday as next working day, before 10 am.
E-mail us directly at contact@maisontarbouche.com
ORDERS & PRE-ORDERS
Mastercard, Visa, American Express, CB, Eurocard
Payment by credit card is 100% secure and Maison Tarbouche doesn't keep your bank and card details. To better protect our customers during online payments, you may be asked for 3D Secure validation during payment. You must then enter a password or a security code obtained by e-mail or through your smartphone's bank application in order to validate your payment.
Stripe, PayPal
If you choose Stripe as your payment method when ordering, you will be redirected to your Stripe account.
All you have to do is identify yourself (or create your account) and validate your payment.
Apple Pay
The Apple Pay payment method is available on compatible devices (iOS devices like iPad, iPhone and Mac) using the Safari browser.
All orders under €2000 are eligible. If your device supports Apple Pay, this option will appear at checkout.
Klarna
Interests-free payment in 3x or 4x times for any order up to 3000€.We partner with Klarna and Braintree so you can choose to pay in 3x free of charge. Create your Klarna or your Braintree (Paypal) account and split your payment in three equal payments. Your first direct debit will be taken automatically from your credit card when you place your order, and direct debits 2 and 3 will be taken 30 and 60 days later by Klarna.
We recommend that you monitor closely your payment schedule in order to avoid late payments fees that can quickly add up by ensuring that sufficient funds are available to make your payment by the due dates. If you would like to make any additional unscheduled payments before they are due, you can log in to Klarna or Splitit account at any time to make earlier payments and the amount owed will adjust accordingly.
We offer a 10% welcome discount off your first order with us when you spend 200€ or more.
Simply sign up to our mailing list by clicking here and entering your e-mail address: you will receive the unique code in your inbox within 30 minutes.
Please note that the code is only valid for products available in stock, and only apply for orders over 200€ or more (excluding delivery).
Your discount code or any voucher you may receive has an expiry date.
It is important to note that all discount codes and vouchers have a minimum order value, excluding the delivery charge.Enter your discount code in the ‘discount code’ box in your cart page, or before you proceed to payment in your checkout page.
Your order will automatically update with the revised amount once this is done.If your code does not work, try removing the code from the basket and refresh your web pages.
Your basket should still remain, and you should then be able to reapply your discount code. If your voucher or discount code is in date and your basket meets the minimum amount required, then please contact our Customer Care team so we resolve this for you.Our promotional codes cannot be used in conjunction with any other offer, as you are only able to apply one discount code during checkout.
The discount associated with a promotional code will not be applied to any delivery charges.
For the discount to apply, add your code in your cart or before you proceed to payment in your checkout page.Unless otherwise stated in the promotion code you have received, our discounts and promotions will usually exclude made to order products that are only available on pre-order.
PAYMENTS
All our products are produced in Egypt and we deliver worldwide.
Except for furniture and heavy decoration items (above 10 kg), your orders or pre-orders are shipped in bulk every two weeks to our warehouse located in France before they are dispatched for final delivery to your address.For large and heavy parcels, your order is shipped to your location directly from our warehouse located in Cairo, Egypt.
Yes, most of our furniture collection is delivered already assembled. Only the legs or handles may require action on your part to prevent them from being damaged during transport. For large furniture pieces, remember to take measurements of your rooms, doorways, stairwells, elevators, and any other access points to your home before ordering.
Our handcrafted collection is made from natural materials and using traditional crafts by our artisan partners in Egypt.
This guarantees the authenticity and quality of our products, but implies that their production may take a certain time.
Product Availability is clearly announced on our product pages.
* In-stock products are immediately available and dispatched for delivey after your order is confirmed.
* Ready to ship products have a 21 days lead time before delivery
* Made to order products have different availability time depending on the nature of the crafts involved:
- under 3 to 4 weeks
- under 5 to 6 weeks
- under 8 to 9 weeks
- under 12 weeksDelivery lead times are to be considered only after your pre-ordered products become available. If you place an order with multiple items that have different delivery times, it is the longest time that will be taken into account in order to ship your entire order at once.
If you wish to receive your articles according to their availability, you will have to order them separately.
Different delivery costs will then apply for each order.
Delivery lead times are to be considered after the Good(s) become available and ready to dispatch to our courier company for final delivery to the address of your choice. They depend on the delivery option you have choosen while placing your order as they are clearly stated to you again as you checkout. For example, while Standard delivery lead time for small parcels is 3 to 5 working days, it is 3 to 10 working days for large parcels or funiture.
Also, 3-week delivery lead time is 2-3 weeks. These delays are only estimates, and a specific delivery dates cannot be guaranteed at the time you are placing your order. Your delivery time become confirmed and reliable once you receive a delivery notification e-mail, prompting you to monitor closely your delivery status by using your order tracking number.
For light parcels up to 10 Kg
- Standard home delivery
Receive your package at your address (presented at the foot of the building for an apartment or at the gate for a house). Or pick it up at any pick up point of your choice. In both cases, expect your delivery to take place in the next 3 to 5 working days after your order was handed over to our courier.
- Next-Day Express delivery
You will receive your package at your address at the foot of the building (or at the gate for a house), or you can choose to collect it from any pick up point of your choice. Depending on your location, you can receive your order the next day before 10 am, before 1 pm, or before 6 pm if you place your order Monday to Thursday before 1 PM. Orders placed after 1 PM on a Friday will be delivered on Monday, as the next working day.
For parcels above 10 Kg
- Comfort delivery
Receive your package at the foot of your building (or at the gate for a house) on a Saturday (if applicable to your location), or after working hours during the week. How does the delivery process work?
Deliveries take place Monday to Friday, 9 a.m. to 6 p.m or from Monday to Saturday 7 am to 9 pm (depending on your location).
For remote areas, delivery slots may be limited to specific weekdays.
For large furniture delivery, we strongly advise you to measure your rooms, door frames, stairwells, and any other access points to your home, before ordering in order to make sure a safe and successful handling.
For light parcels up to 10 Kg
Delivery fees depend on the weight, dimensions, your location and the delivery method you have chosen during checkout.
Fees are automatically calculated by our shipping partner Easyship, which garantees you get the most competitive rates to get your products delivered. In case your order include multiple products, our warehouse personel ensures that they can fit into one single parcel box in order to secure your products during transport and transit while avoiding you paying separate fees per package.
For parcels above 10 Kg or furniture.
International shipping rates for delivering heavy or large parcels depend on the volumetric weight and your location.
For getting an accurate shipping cost estimation, choose your desired items and receive our detailed quotation within 48 hours upon submitting your request for quote. Our customer care team will send you the final item price, including shipping to your address location (comfort delivery) and detailing our price and conditions offer. Our quotations are valid during a period of 7 days: once you accept it, you will be able to checkout and proceed with your payment before your pre-order is confirmed and processed.
All of our deliveries can be tracked.
Follow your order delivery status and progress by quering your tracking number in the page link you have received in our confirmation e-mail.If any information is missing or you just need assistance with your order delivery status, please contact our Customer Care team.
After receiving our delivery notification email, contact our customer care team for immediate help. We will make our best effort to arrange another delivery schedule. Note that this is only valid for orders or pre-orders of light parcels up to 10Kg.
Standard Home Delivery
You can ask for a different time for your delivery to happen only before your package is handed over to our courrier. Otherwise, you will need to contact the courrier service company in order to find a delivery window that suits better by using your tracking number. Note that if you fail to take receipt of your package at your home address, you will be able to retrieve it at a pickup not far from your location where it will be kept only for a period of 7 days.
Next Day Express Delivery
It is not possible to modify your delivery window in this case. As long as your package weights less than 10 KG, a delivery notice will be left in your mailbox. It will include the address of the nearest pick up point from where you can collect your package, and where it will be kept for a period of 7 days.
Comfort Delivery [for parcels above 10 Kg].
You can request to postpone your delivery as long as you haven't received our delivery notification email.Our customer care team will be keen on arranging a better timeframe and schedule another day for your Comfort delivery.
It all depends on the size and weight of your package and the delivery method you have chosen when placing your order.
For small parcels in standard delivery:
A delivery notice will be left in your mailbox.
It will include the address of the nearest pick up point where your delivery package will be kept for a period of 7 days.
For large parcels in comfort delivery:
If you are absent during the time of delivery, extra charges will be applied before a new delivery is organized to your address.
If you have more questions about how your delivery will go before you purchase, please reach out to our Customer Care team directly.We advise you to unpack and remove the protective wrapping to fully inspect the product before signing the delivery receipt to the courier.
If a product is found to be damaged after you check on its quality in front of the courier, please proceeds as follows at the time of delivery to make sure your request is duely processed and approved:
- document the damages on the delivery receipt in detail before you sign it, and have it signed by the courier
- take photographic evidence of the damage and send us the relevant photographic material.
- refuse to take receipt of the package delivery
- notify us by e-mail, phone or by completing the return form that you can find here
We will proceed to a full refund completely free of charge within 14 days of receiving the returned product in our warehouse.
DELIVERY
Yes you can make that request by completing the return form request available here.
Please note that only in stock or ready to ship products are entitled to our Returns & Refunds policy.
You will get a full refund for the total value of your order including the shipping fees you have paid for receiving your order, within 14 days upon goods reception in our stock. If your order includes multiple items and you want to make a partial return, only the price of returned goods will be refunded. In both case, the cost of returning the products will be at your charge and our Customer Care team may require from you photographic evidence of the products in question.
Please visit our Returns & Refunds page for more information.
No. Please note that made to order goods are non refundable in accordance with the EU Consumer Rights Protection Directive.
However, you can cancel your pre-order as long as we receive your request within the next 8 working hours from the moment it was placed, Monday to Thursday. Pre-orders placed after 1 pm on a Friday can be cancelled up till Monday as next working day, before 10 am.For that, e-mail us directly at contact@maisontarbouche.com
In case you ordered simultaneously in stock, or ready to ship products and made to order items simultaneously, only items listed as "in stock" or "ready to ship" are entitled to our return and refund policy. In such case, the cost of returning the goods will be at your charge.
Please visit our Returns & Refunds page for more information.
We want you to be pleased with your order.
If for any reason you are unhappy with your product, you have up to 14 days after receipt to put your return request. Once our Customer Care team has approved your claim by e-mail, you will just have to follow the return instructions included in this e-mail and ship us the product. You will get a full refund for the total value of your order including the shipping fees you have paid for receiving the product within 14 days of goods reception in our warehouse.
Important:
- Products returned should be unused, returned to us in their original packaging and labels attached in a resalable condition.Please note that Our Customer Care team may ask you to send photography of the product you want to return before your request is approved.
- We always advise that you obtain a proof of postage when returning an item.
Unless your products were damaged during transport, please note that made to order goods are non refundable in accordance with the EU Consumer Rights Directive.In case the product you receive is damaged, our Customer Care team will contact you and offer a free exchange option for the same said product in question, if available. Or, you will have the option instead to get a refund of the full price you have paid (including the delivery fees you paid for receiving the products) and we will cover the return cost. Please proceeds as follows at the time of delivery:
- Document the damages on the delivery receipt in detail and have it signed by the driver
- Notify us by e-mail, phone or by completing the return form that you can find here
- Take photographic evidence of the damage, or a photography of the faulty product you have received, and send us the photographic material.
- Keep the orginal packaging your product came in with for return purposesThe cost of returning a product is based on your address location, the item(s) size, weight and available courier choice.
In case the product you receive is damaged or faulty, the cost of return is completely free of charge and you will get a full refund (including delivery fees paid for receiving the product). Unless your product is damaged or faulty, the cost of returning to us the product will be at your charge and deducted from the refunded amount you will receive.
RETURNS & REFUNDS
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