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Frequently asked questions

MY ACCOUNT

What do I do if I’ve forgotten my password?
On the login screen, please click on ‘Forgotten password’ and follow the instructions to reset your password.
How do I change the details of my online account?
When you are logged in, the words ‘Welcome, [Your First Name]’ will appear on the top right hand corner of your screen. If you click on this, you will be able to access and change your details including your registered email address, password, payment options and addresses.
How does the 'Wish List' work?
You can add favourite products to your 'Wish List' by selecting 'Add to Wishlist' on the product pages, when you are logged in. In the top right corner of the screen you can select 'Wishlist' to quickly view all the selected products.
How do I unsubscribe from marketing communications?
If you wish to unsubscribe at any time, please use the ‘unsubscribe’ link in any email you have received from us. Alternatively you can unsubscribe via the 'Personal Details' section of 'My Account'.
Where can I manage my account preferences?
Click on ‘Welcome, [Your First Name]’ in the top right side of your screen, where you can manage your account preferences.
Where can I manage my addresses?
Click on ‘Welcome, [Your First Name]’ in the top right side of your screen, then select ‘Addresses’. You will be able to add, delete or change your account and delivery addresses.
Where can I manage my payment cards?
The Maille website does not hold your payment card details.

ORDERS & TRACKING

How long will products remain in my basket?
If you add an item to your shopping basket, it will stay there until you purchase the product or remove it from your basket.
Can I see my order history?
Click on ‘Welcome, [Your First Name]’, then choose 'Orders'. You will be able to view any outstanding orders, as well as any previous orders you have placed with us.
I placed an order but didn't receive an order confirmation. Did you receive my order?
You will receive a confirmation email from us when you place an order. First, check that the order confirmation email has not gone into the trash or spam folders in your email account. If you still have no confirmation, all successful orders will also be shown in the Order History section of your account. If an order is not visible in this section then it is likely that the order has been unsuccessful. There are a number of reasons why an order hasn’t been successful. It could be due to the payment not being accepted or the order being placed under a different account. If you wish to double check whether an order has been placed, please contact our Customer Care team and we will be happy to investigate this further for you.
I am having trouble paying online, what should I do?
If you are having any problems completing an order, please contact our Customer Care team on 0800 121 8098 between 08:00-18:00 Monday – Friday.
Can I amend my order after it has been placed?
Once you submit an order on the Site, we can’t guarantee changes or cancellations, because of the speed and efficiency of our order processing and fulfillment. If you would like to make changes to, or cancel your order, please call Customer Care at 0800 121 8098 between 08:00-18:00 Monday – Friday and we will do our best to accommodate your request. Any cancelled order will be promptly refunded.
How can I check my order status and track my order?
You can track your orders using the 'Postal tracking link' provided in all order dispatch emails, as well as in the 'Orders' sections of 'My Account'.
How do I edit my basket?
Click on 'Basket' at the top of the page. You will see the description, price and quantity of each item currently in your basket. You can change quantities or remove items from your basket by selecting 'View Basket.
How is VAT handled on the site?
All prices shown on the Site are in GBP Sterling. The price of a product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being.
 
How do I search for an item?
If you know what you’re looking for, then the search box is one of the quickest ways to find it. The search box is always on the top right hand side of every page, wherever you are on the website. In the Maille online boutique it is accessed by the magnifying glass icon. You can search by product name. You will then be shown products on the page that may match your enquiry.
If you are looking for inspiration, use the drop-down menus on the homepage to browse which products might be ideal for the meal you are planning, or search our recipe section for more ideas.
What payment methods do La Maison Maille accept for online orders?
We accept a range of credit and debit cards as well as PayPal payment. All payments are made securely through our payment provider (Adyen) and no billing information is stored by Maille.
Can I purchase La Maison Maille products in greater volume?
The Maille online boutique currently does not provide special discounts for trade or corporate gifting orders, however if you wish to purchase Maille products in larger quantities, please contact your local boutique and the store manager will be happy to discuss options. Alternatively, please choose 'Question' from the menu on our Contact Us page.
Do you offer promotions and discounts?
From time to time we will offer various promotions that can be applied to your order using a promotional code, which we will provide to you. You can only enter the applicable promotion code in the 'Basket' prior to the checkout process, before you submit your order. The value of the promotion will be applied to your order (but may not be displayed as a separate line item). While the terms and conditions for each promotion will vary, most of our offers last for a limited time, and have associated promotional codes that can only be used once per customer, and cannot be combined with other offers. Promotional delivery offers will apply to orders that meet the particular promotional guidelines, such as the applicable merchandise total (before tax and delivery/handling charges are applied) and the requirement that the order be shipped to a single address. Generally, delivery promotions will only apply to UK Standard Delivery, unless otherwise noted.
Some offers will not have an associated promotional code – they can simply be added to your shopping basket, and the promotion will be applied, as long as you have met the other offer requirements. If you have any questions about a promotion, or whether your order qualifies, feel free to contact Customer Care at 0800 121 8098 between 08:00 – 18:00 Monday through Friday, or contact Customer Care at via our secure Contact Us form.
How do I use a promotional code?
In your 'Basket' you will have the opportunity to enter promotional codes, in the 'Voucher Code' box.
What do I do if I have a problem with a promotion or discount?
If you have an issue with a promotional or discount code please contact Customer Care on 0800 121 8098 between 08:00 – 18:00 Monday through Friday.
Can I gift wrap an order?
Yes. If you select 'Gift Wrap' in your basket, the contents of your order will be gift wrapped.
Can I add a gift bag to an order?
For a special final La Maison Maille touch you can receive a gift bag with your order by selecting 'Gift Bag' in your basket.
How do I add a gift message?
To make every order or gift more personal, gift messaging is free and available on all orders. This can be added when reviewing the contents of your basket.
Can I send a gift anonymously?
Yes. No payment information is shared in the delivery note, so all orders can be delivered anonymously.

DELIVERY & SHIPPING

How do I track my order?
You can track your orders using the 'Postal tracking link' provided in all order dispatch emails, as well as in the 'Orders' sections of 'My Account'.
What UK delivery options are available?
All shipments will arrive via UPS. Orders will only be shipped and delivered to addresses located within the United Kingdom. Orders may only be shipped to one delivery address. We offer the following delivery methods to the United Kingdom; UK Standard Delivery (up to 5 business days) £3.95, UK UPS Access Point (up to 5 business days) £3.95; UK Express Delivery (Between 1-3 business days), £9.95.
What is 'UK Standard Delivery'?
You may select standard delivery for all UK destinations and deliveries will arrive within 5 business days of placing the order.
What is 'UK Express Delivery'?
You may select express delivery for all UK destinations and deliveries will arrive within 3 business days of placing the order. If ordered before 11.00am next business day delivery during the day is made to almost all UK business centres. If you place your order after 11.00am Friday, Saturday or Sunday, your order will be shipped on Monday and will arrive within 3 business days.
What is 'UK UPS Access Point'?
UPS Access Point is a pick up point service that enables to place your order for delivery to a convenient location such as newsagents or local businesses. You may select UPS Access Point for all UK destinations and deliveries will arrive within 5 business days of placing the order. See how UPS Access Point works
What International Delivery Options are available?
From our UK site we currently deliver to Denmark, Finland, Ireland, Italy, Luxembourg, Monaco, Spain and Sweden. Countries are split into different Delivery Zones with different delivery costs, which are fully inclusive of processing, packaging, shipping by UPS and all applicable taxes. All shipments will arrive via UPS. Orders will only be shipped and delivered to addresses in the below mentioned countries. Orders may only be shipped to one delivery address. We offer the following delivery methods internationally; International Zone 1 - Standard Delivery (Ireland and Luxembourg - within 5 business days) £9.95, International Zone 2 - Standard Delivery (Denmark, Finland, Italy, Spain and Sweden - within 5 business days) £14.95; International Zone 3 - Standard Delivery (Monaco - within 5 business days), £19.95.
Can all products be delivered internationally?
Unfortunately, not all products can currently be delivered internationally. To receive delivery outside of the UK, fill your basket being careful not to select products detailed as 'Not available for delivery outside the United Kingdom'. When you reach the checkout, please select the relevant shipping country and the correct delivery method will be automatically selected. If your basket contains products which are 'Not available for delivery outside the United Kingdom' no delivery option will show and you will need to remove these products before proceeding.
Do you offer next day delivery?
Unfortunately we do not offer guaranteed next day delivery. For the UK, if you select 'UK Express Delivery' and order before 11.00am, in most cases your order will arrive the next working day.
Do you offer specific day delivery?
Unfortunately we cannot guarantee a specific delivery date.
Do you offer specific time delivery?
Unfortunately we cannot guarantee a specific delivery time.
How do I send my order to a friend at an address other than my own?
When completing an order, enter your friend's address when prompted to 'enter your delivery address'.
Can I send to multiple addresses in one order?
An order may only be shipped to one delivery address.
Can I buy online and collect in a boutique or vice-versa?
Unfortunately, we do not currently offer this service.

REFUNDS & RETURNS

What if I’m not happy with my order?
In the event that you are unhappy with your order, please contact Customer Care on 0800 121 8098 between 08:00 – 18:00 Monday through Friday.
What if my order arrives damaged?
In the event that we processed your order incorrectly, or that you received a defective or damaged item, please contact Customer Care on 0800 121 8098 between 08:00 – 18:00 Monday through Friday. We will provide a full refund and/or replace the item. On some occasions we will require defective or damaged items to be returned.
Can I contact you about my boutique store purchase?
Please contact our Customer Care team to discuss any boutique or online purchases. However, items purchased on this Site cannot be exchanged at a Maille retail location, and items purchased at a Maille retail location can only be exchanged at the respective boutique where you made your purchase.
Can I contact you about a gift I have received?
If you are returning an online purchase given as a gift, you will receive a credit for the merchandise value at the time of purchase, to be redeemed exclusively on this Site. Please note that: (i) an original receipt or a gift receipt is required to process all returns; (ii) we reserve the right to deny a refund or credit if the returned merchandise does not comply with our Terms of sale; (iii) shipping and handling charges for returned items are non-refundable (unless we made an error with your order); and (iv) it may take us up to two (2) weeks to process your return after our receipt.
What happens if I change my mind?
You may return your unopened online purchase for a full refund of the merchandise value within fourteen (14) days after the date of purchase. Please note that neither mustard fresh from the pump, nor items that have been opened, can be exchanged or returned.
How do I mark something in my basket as a gift?
We are unable to mark individual items as gifts. However if you choose to have your order gift-wrapped, each item will be wrapped, and if you select a gift bag, a bag will be included in your order.
Do you offer product exchanges?
Any unopened item(s) purchased on this Site, or received as a gift ordered through this Site, may be exchanged within thirty (30) days after the date of purchase. In order to complete the exchange, please contact Customer Care on 0800 121 8098 between 08:00 – 18:00 Monday through Friday , or via our secure Contact us form. Customer Care will provide you with instructions to return the merchandise by mail for a refund or credit and place a new order for substitute item(s). Unfortunately, items purchased on this Site cannot be exchanged at a Maille retail location, and items purchased at a Maille retail location can only be exchanged at the respective boutique where you made your purchase. Please note that neither mustard fresh from the pump, nor items that have been opened, can be exchanged or returned.

PRODUCTS & DIETARY

Where can I find out specific dietary information on products?
On each product page you can click 'Ingredients & Nutritional Facts' to check dietary information.
Where can I find multi-language specific dietary information on products?
For products which can be delivered outside the UK, on each product page you can click 'Ingredients & Nutritional Facts' then select the option for international multi-language product, nutritional and ingredient information.
How do I review a product?
At the bottom of each product page you can click 'Write a review' and follow the on screen instructions.

GENERAL

Can I buy Maille products in the supermarket?
Our iconic Maille mustard varieties - Maille Dijon Originale and Maille Wholegrain - as well as other Maille mustards and sauces are available across the UK, where they are sold at gourmet grocery stores and supermarkets, as well as online.
Where can I find your sitemap?
Please visit our Sitemap.
Where can I find your 'Privacy Policy'?
Please visit our Privacy policy.
Where can I find your 'Terms of Sale'?
Please visit our Terms of sale.
How do I contact Customer Care?
Our Customer Care team can be contacted on Freephone 0800 121 8098 / Callsave (ROI) 1850818790 between 08:00 – 18:00 Monday through Friday Alternatively you can use our secure 'Contact Us' form or mail enquires to 'La Maison Maille Customer Care, Freepost ADM3940, London SW1A 1YR'
Where can I find out about careers with Maille?
For career opportunities in the Maille boutiques please click 'here'. For other roles, Maille do not receive career enquiries directly. Maille is owned and operated by Unilever PLC and Unilever job opportunities can be found here.
Who should I contact about commercial and marketing opportunities?
Please send in all commercial and marketing enquiries via our secure 'Contact Us' form using the 'General Comments' enquiry type.