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Customer Service

Customer service

Do you have a question and can’t find the answer in this menu then please contact us.

Call us

monday – friday: 09:00 – 17:00

+ 32 - (0)89 -842982

Message us

Add +31 (0)650666902 to your WhatsApp contacts and ask your question

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Office:  

Maes & Hills Collection
Paalsteenlaan 38
3620 Lanaken, België

VAT number: BE0680.432.432
Company number: 0680.432.432

Bank: ING Bank
IBAN: BE29 3630 1709 3864
BIC: BBRUBEBB


Frequently asked questions

Do you have a question about payment?

Which payment methods does Maes & Hills accept?

We like to make it as easy as possible for you to order with us. For payment you can use:

- iDeal

- Mastercard

- Visa

- American Express

- PayPal

- Pre-payment

- Post-pay via Klarna

- Post-payment in the Netherlands and Belgium

- Bancontact/Mister Cash

- Sofort Banking

- Giropay

- MyBank


Can I post-pay?

Yes of course you can post-pay! Afterpay is available in the Netherlands and Belgium only, and Klarna is available in Germany and Austria.

Which product should I use to take care of my bag?

Leather is a beautiful and sustainable product which will last for years when regularly maintained. Make sure, therefore, that you don’t place your bag against a heater or heating. Regularly wipe down dust with a slightly moist cloth and look after it with a leather maintenance product 2 to 3 times a year. Each type of leather has its own maintenance product. If you are not sure what type of leather your bag is made of please contact our Customer Service.

Do you have a question about ordering or delivery?

What is your delivery period?

If you place your order by 5 p.m. from Monday to Friday, we’ll send your order the very same day. Orders placed on Saturday and Sunday will be shipped on Monday.  

How do I place an order?

We’re happy to help you place an order.

1.     Find the article of your wish on MaesHillsCollection.com.

2.     With click & order you add a product to your shopping bag.

3.     Click on continue to data.

4.     Do you order for the first time? Then sign up once and fill in the requested information.

5.     Then select your payment method.

6.     Finally, chooseconfirm order and your order will be placed.

Do I get my shipment costs back after I’ve returned items?

Have you paid shipment costs and are you sending your package back to us? Ask us for a return label online and we will reimburse the costs for the return shipment of a parcel service selected by us. You can also return the package at your own expense, with a parcel service of your choice.

How do I create an account?

You can easily and naturally create an account at MaesHillsCollection.com.

1. Click on MaesHillsCollection.com in the top right corner new customer .
2. In the screen that appears, enter your e-mail address and choose a password.
3. Then click create account .
4. Your account is now ready for use.

Can my package be delivered at a different address?

Of course it can! You can fill out a different delivery address when you place your order. This way you can also surprise your (boy or girl) friend with a great gift!

What is the status of my order?

Thank you for placing an order with us! You can easily check the status of your order at MaesHillsCollection.com.

1. Go to your account and log in with your password.

2. In the left menu, choose the My orders option.

3. Click on your order for more information about the status.

Can I change my order?

To be able to deliver your order as soon as possible we get to work right away! Contact our Customer service if you want to change your order so that we can check if we can change your order.

Can I cancel my order?

To be able to deliver your order as soon as possible we get to work right away! This means there’s only a short amount of time left to cancel your order. Contact our Customer service so that we can check if we can cancel your order.

When do I receive a confirmation of my order?

Thank you for placing an order with us! We’ll e-mail you a confirmation of your order within 30 minutes.  Haven’t received it yet? Perhaps our confirmation has ended up in your Spam-map.

Can’t find it? Please contact our Customer service, we’re happy to help you.


My package has been delivered but I haven’t received anything. Where has my package been delivered?

Thank you for placing an order with us! Have you received Track & Trace-details via e-mail already? This allows you to see where your package is at this moment. Please contact our Customer service if you have any questions about this, we’re happy to help you.


I haven’t received an invoice/return form. Can you send it to me?

Want to return your package? You can download a return form from this page. The same day that your report your return shipment you’ll receive a shipment label via e-mail from our customer service. Print your shipment label and attach it to the box or write the return number and return address on the box yourself.

Want to receive an invoice? Contact our Customer service, we’ll e-mail you a duplicate invoice right away.

I have received the wrong article. How do I get the right article?

Sorry! We’ve made a mistake. Quickly contact our Customer service and we’ll help you right away. We’ll of course also reimburse the costs you made to return the wrong article.  


My order was damaged/dirty upon arrival. How do we deal with this?

That should never happen! Contact our Customer service immediately. We’re positive we can come to a good solution together.

An article/part of an article is missing from my package. When will I receive this?

Oops, it could be that one of your packages is still underway. In our E-mail confirmation and in your Order history you can see if your order consists of several packages. Can’t see any additional packages? Our Customer service is happy to help you with it. Keep the order number of your order at hand.

Which product should I use to take care of my bag?

Leather is a beautiful and sustainable product which will last for years when regularly maintained. Make sure, therefore, that you don’t place your bag against a heater or heating. Regularly wipe down dust with a slightly moist cloth and look after it with a leather maintenance product 2 to 3 times a year. Each type of leather has its own maintenance product. If you are not sure what type of leather your bag is made of please contact our Customer Service.

Exchanges and returns

Can I return my order?

Certainly, you can return your purchases free of charge within 30 days.  The articles should be unused, not worn and in the original packaging with labels attached if applicable.

Please report the return shipment online. You’ll receive a return label via e-mail. You can fill out the return form included, put it in the box and attach the return label to the package.  

Warranty & repairs

My article is flawed. What can I do?

That’s certainly not supposed to happen! All products are checked before shipment and packaged with great care.  Should our product arrive at your home damaged, e-mail us a photo of this damage and use our contact form (link) for a short description of the damage. We’ll go to work right away to see how we can correct this for you.

Should you have the product in your possession for a longer time and it turns out to be flawed then we’ll think about a fitting solution together with you.
You can of course also contact our Customer service.

What is the status of my repair?

Contact our Customer service to inform about the status of the repair.

How long is the warranty period?

You have a warranty on all articles bought at Maes & Hills Collection. The standard warranty is 2 years but can differ per brand and article.  If your purchase is flawed we’re here to help you. Please contact our Customer service for the exact warranty period.

Product maintenance

Which product should I use to take care of my bag?

Leather is a beautiful and sustainable product which will last for years when regularly maintained. Make sure, therefore, that you don’t place your bag against a heater or heating. Regularly wipe down dust with a slightly moist cloth and look after it with a leather maintenance product 2 to 3 times a year. Each type of leather has its own maintenance product. If you are not sure what type of leather your bag is made of please contact our Customer Service.

Complaints

Complaints

Have you received a wrong or damaged article? Please contact us via below contact form.

If you have a photo of e.g. damages, please send it to us

Warranties

You have a warranty on all articles bought at Maes & Hills. The standard warranty term is 2 years, but can vary depending on brand and article. If your purchase is flawed we’re here to help you. Please contact our Customer Service for questions about the exact warranty term.