Tantoya Rug

We truly believe that we offer some of the most innovative and inspirational products in the world, and we want to make sure we back it up with a risk-free ironclad 30-day guarantee for all orders regardless of value or where you are in the world.

If you don't have a positive experience for ANY reason, contact us and we will make sure that ALL your concerns are addressed and you leave 100% satisfied and smiling.

We have 24/7 Ticket and Email Support. Please contact us via e-mail or our contact form if you need assistance. We are here for you. 

Email: info@officialmademoiselle.com

How long will my order take to arrive? 

Will I receive tracking info? 

All of our parcels are tracked, insured and will be delivered by your local nationwide courier company. We will send you an email containing a tracking number once the product has been dispatched from our manufacturer.

You can input this tracking number on our website for convenience, it also links to your local nationwide courier for ease of use once it has been transferred from the appropriate overseas logistics company (e.g USPS, AU post, NZ post).

If I order today, will I receive by X date?

Because we work with individual manufacturers, and alot of them are small because we believe in supporting the underdog, we cannot always guarantee delivery before a certain date.

There are too many factors such as overseas logistics, customs, etc. which may delay the shipment. So please keep this in mind if you're purchasing for a gift, vacation, etc.

95% of our orders will be delivered on time within our 5-15 business day ETA, however we cannot be held liable if you do not receive your product before your date. In worst case scenarios, it'll be delivered by 20 business days maximum.

If your product doesn't get delivered 5-15 business days after dispatch, contact us and we can see how close it is to you and why it was delayed. 

Don't worry, your order and product is on it's way!

How do I track an order?

To track an order, simply click on the shipping confirmation email we send you, click the "View Order" button, once the page loads click on the tracking link. This will show you the status of your order. Please allow a few days for it to update. Your order is moving through the logistics system but there can be delays in it's reporting. If you need an ETA please contact our team.

How do I cancel an order?

You can only cancel an order if it hasn't been dispatched yet. Simply contact us and request a cancellation if this is the case. If your product has already been dispatched (you'll know as you'll receive an email update), then we aren't able to cancel it as it is already on its way to you - and you'll have to lodge a returns request once the parcel gets delivered to you. Please see our shipping and returns policy.

Where do you guys send product from?

Most of our items are stocked and sent right here in the USA! Some of our products are sent from our manufacturers from around the world including China and Russia.

We have an exclusive manufacturer network, and are very picky on what products we choose to sell. We turn down many manufacturers and products because they don't meet our standards. When you shop with Mademoiselle Official you can rest assured that you're getting a product of exceptional quality!

How do I return a non faulty item, if I'm not happy with it?

We happily offer free exchanges or refunds if the product does not meet your expectations. You must send a return request within 30 days of the product being delivered to info@mademoiselleofficial.com

To be eligible for a return, your item must be unused and in the same condition that you received it. 

Please note, customers have to pay return shipping if the product doesn't have a clear fault or manufacturing defect and can prove it with photos or videos.

We will send you the return delivery address if this is the case.

Please see our shipping & returns page for more details.

What if my item is faulty?

In this very rare occasion, please email info@mademoiselle.com, we will request photos of the product to forward to our manufacturers. Depending on how you'd prefer to go ahead, we offer the following solutions:

• Refund (partial for minor faults, full for major faults)
• Receive a new product dispatched immediately
• We do not require you to send the product back in these cases.

We always look after our customers and ensure their experience with us is the best!

If you had any further inquiries and it is not listed here, please contact info@mademoiselleofficial.com and we will do our best to help!

With Love, 

Family At Mademoiselle Official