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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 favorite 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

Can I save products for later?
If you add an item to your shopping cart, it will stay there until you purchase the product or remove it from your cart.
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 conformation 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 1-800-673-2293
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 1-800-673-2293 between 8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday 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 cart?
Click on ‘Cart’ at the top of the page. You will see the description, price and quantity of each item currently in your cart. You can change quantities or remove items from your cart by selecting 'View Cart'.
How are sales taxes handled on the site?
All prices shown on the Site are in U.S. Dollars and are exclusive of applicable sales tax. Sales tax will be applied to all orders shipped to New York, New Jersey and Canada, and is calculated based on the applicable state and county locations of the shipping address on your order. No sales tax is applied to shipments to any other states.
 
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 inquiry.
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.
Are there corporate discounts available for large orders?
The Maille online boutique currently does not provide special discounts for trade or corporate gifting orders, however if you contact your local boutique the store manager will be happy to discuss options.
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 'Cart' 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 shipping offers will apply to orders that meet the particular promotional guidelines, such as the applicable merchandise total (before tax and shipping/handling charges are applied) and the requirement that the order be shipped to a single address. Generally, shipping promotions will only apply to standard shipping, unless otherwise noted.
Some offers will not have an associated promotional code – they can simply be added to your shopping cart, 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 1-800-673-2293 between 8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday, or contact Customer Care at via our secure Contact Us form.
How do I use a promotional code?
In your 'cart' 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 at 1-800-673-2293 between 8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday.
Can I gift wrap an order?
Yes. If you select 'Gift Wrap' in your cart, 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 cart.
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 cart.
Can I send a gift anonymously?
Yes. No billing 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 delivery options are available for the US and Canada?
All shipments will arrive via FedEx. We offer the following delivery methods to the 48 contiguous states; Standard Delivery (up to 7 business days) $4.95; Express Delivery (Between 3-5 business days) $9.95; Overnight delivery (guaranteed next day by 8pm) $19.95. To Alaska and Hawaii we offer Standard delivery only (Between 7-10 business days) $29.95 and to Canada we offer Canada delivery (3-7 business days) $19.95.
What is 'Standard Delivery'?
You may select standard delivery for all destinations. Items being delivered within the 48 contiguous United States will arrive within 7 business days for most items that are in-stock. Items being delivered to Alaska and Hawaii may take up to 10 business days to be delivered and items being delivered to Canada will arrive within 7 business days.
What is 'Express Delivery'?
You may select express delivery for most destinations. If you place your order by 12 pm (noon) ET Monday through Thursday, your order will arrive within 2 to 3 business days. If you place your order after 12 pm (noon) ET Thursday through Sunday, your order will be shipped on Monday and will arrive 2 to 3 business days after the date of shipment.
What is 'Overnight Delivery'?
You may select overnight delivery for most destinations. If you place your order by 12 pm ET Monday through Thursday, your order will arrive the following day. If you place your order after 12 pm ET Thursday through Sunday, your order will be shipped on Monday and will arrive the day following shipment.
What is 'Canada Delivery'?
You will need to select Canada delivery for all deliveries to Canada. Items being delivered to Canada will arrive within 7 business days for most items that are in-stock. Canada delivery cost includes both the shipping cost and the customs brokerage cost.
Do you deliver internationally?
Orders will only be shipped and delivered to addresses located within the United States and Canada.
Do you offer next day delivery?
Yes. Please see 'Overnight Delivery'.
Do you offer specific day delivery?
No, except for 'Overnight Delivery'. Please see 'Overnight Delivery'
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.
What Delivery Restrictions are there?
Some of our mustards are made using white wine, rather than vinegar, and so contain a small amount of alcohol. The total alcohol content of these mustards is between 0.5% and 4.5%. Some States have regulations that prevent us from selling these items to customers located in those States. If you are located in, and/or request us to deliver to the State of New Hampshire, we will not ship certain items containing more than 0.5% alcohol by volume unless both you and the recipient are 21 or older. In order to verify your age, we will ask for your birth date during the checkout process. You will also be asked for confirmation (by affirmatively checking a box) that you will not sell, or make available for sale, any item containing more than 0.5% alcohol by volume to anyone under the age of 21. We will not ship products containing 0.5% or more alcohol by volume to the following states: Arizona, Delaware, Maine, Oregon, Tennessee, Virginia and Washington. During the checkout process, if you are attempting to deliver any such items to one of the foregoing states, you will be notified and you can either manually remove such items from your shopping cart, or have the Site automatically remove such items.
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 at 1-800-673-2293 between 8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday.
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 at 1-800-673-2293 between 8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday. 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 these 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. After fourteen (14) days, you may return your unopened online purchase for a merchandise credit, so long as such items are returned within thirty (30) days after the date of purchase. Your credit will only be valid for use on this Site. Please note that neither mustard on tap, nor items that have been opened, can be exchanged or returned.
How do I mark something in my cart 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 at 1-800-673-2293 between 8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday, 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 on tap, 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.
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 Old Style -- have been available in the US for about 10 years. Currently, there are eight products available in the USA, 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 1-800-673-2293 (8:30 am – 11:00 pm ET Monday through Friday, or 11:00 am – 7:00 pm ET Saturday and Sunday). Alternatively you can use our secure 'Contact Us' form or mail inquires to 'La Maison Maille Customer Care, 920 Sylvan Avenue 2nd Floor, Englewood Cliffs, NJ 07632'
Where can I find out about careers with Maille?
For career opportunities in the Maille boutiques please enquire via our secure 'Contact Us' form using the 'General Comments' inquiry type. For other roles, Maille do not receive career inquiries 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 inquiries via our secure 'Contact Us' form using the 'General Comments' inquiry type.

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