FREQUENTLY ASKED QUESTIONS
THE PRODUCT IS UNAVAILABLE, WHEN WILL IT BE BACK IN STOCK?
To be notified when your favorite item is back in stock, we invite you to click on the ‘NOTIFY ME’ button on the product page. We will send you an email as soon as it is back in stock and you will also get complimentary shipping on your order.
DO YOU SHIP TO MY COUNTRY?
Yes, we ship almost everywhere in the wold! To our Japanese customers, please note you will need to visit www.m0851.jp to place your order.
I CANNOT SELECT MY COUNTRY FOR DELIVERY.
Make sure you are on the right website to order. To do so, click on the country at the top left of your screen. A drop-down list will allow you to access your country’s online storefront.
For orders in Canada, click here. Prices shown are in CAD
For orders in the US, click here. Prices shown are in USD
For orders in Europe, click here. Prices shown are in €
For orders in any other country, click here. Prices shown are in USD
I WANT TO TRACK MY ORDER ONLINE BUT NOTHING SHOWS.
If you placed your order without being logged into your online account, your order details will not register in your account. You will, however, receive an email as soon as it ships.
CAN I CANCEL OR MODIFY MY ORDER?
Depending on the status of your order, we may be able to cancel or make limited changes to your order. Please contact a Customer Service representative as soon as possible at email@example.com to see what your options are.
WHAT IS THE EQUIVALENCE OF YOUR SIZES?
To help you find the size you need, you can access the size chart on any garment product page above the “Add to shopping cart” button.
MY WELCOME OFFER PROMO CODE DOES NOT WORK.
You must be logged into your account in order to apply the promotional code you received by email after subscribing to our newsletter. This offer applies to regular priced merchandise only and cannot be combined with any other offer. The promo code must be entered in your cart before checking out to be applied to your order.
CAN I USE MY m0851 GIFT CARD AS PAYMENT ON MY ONLINE ORDER?
m0851 gift cards are redeemable in participating stores only and cannot be used for purchasing online.
WHERE CAN I FIND THE TRACKING NUMBER FOR THE DELIVERY OF MY ORDER?
Once your order is processed and ready to ship, you will receive by email your shipment notification on which you will find your tracking number. The tracking number will be activated only once the carrier takes charge of your parcel.
I LIVE IN EUROPE, WILL I BE CHARGED FOR DUTIES AND TAXES?
You are ordering from Canada. Custom charges are calculated upon arrival of the package at customs in your country. In accordance with current international rules, customs duties and applicable taxes will be calculated at that time. Unfortunately we do not know this amount in advance. Please note that these fees, collected by your local authorities, are not refundable by m0851.
Please keep all documentation related to your payment of taxes and customs fees. These documents will be requested by the customs in case of exchange or repair of your product. For more details, we invite you to read this article.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE PREPARED?
Order processing can take up to 36 operating hours, depending on stock availability.
Please note that due to the preparation and opening of our Sample Sale from March 31st to April 2nd, order processing might be slightly delayed. We will try and reduce these delays as much as possible.
HOW LONG DOES IT TAKE FOR MY ORDER TO BE DELIVERED?
The shipping delay depends on the delivery address. A parcel can be delivered in 2 business days in larger cities and take up to 7 business days in remote areas.
WHAT DELIVERY SERVICE ARE YOU USING?
Our web orders are shipped with FedEx. As signature is not required upon delivery so you can provide FedEx with alternate shipping instructions if you are not available at the schedule delivery time.
HOW MUCH WILL DELIVERY COST ON MY WEB ORDER?
Delivery is free on all orders above $450 shipped to Canada and United States. All other orders will be charge a flat rate of $20 in Canada, $25 in United States, 30€ in Europe and $80 in Asia.
HOW CAN I RETURN AN ONLINE PURCHASE?
You will find the necessary information on your order confirmation or in the Returns and exchanges.
I WOULD LIKE TO HAVE MY m0851 ITEM REPAIRED. DO YOU OFFER A REPAIR SERVICE?
We offer a repair service on all m0851 products.
If you are located near an m0851 store, simply drop your item off there and our brand ambassadors will provide more information on our repair service.
If there is no m0851 store near you, contact us by email at firstname.lastname@example.org, and ideally include pictures of your product. We will then advise you on the feasibility and the price of the repair, and provide you with instructions for sending your product to our Atelier.
Note that any manufacturers’ defect detected inside a period of one year after purchase falls under warranty and will be repaired free of charge. A proof of purchase will be needed for validation.
CARE AND MAINTENANCE
HOW DO I CLEAN OR PROTECT MY LEATHER ITEM?
You can refer to the Care and maintenance of leather where you will find all the necessary information.
WHERE ARE YOUR STORES AND WHAT ARE THEIR OPENING HOURS?
All addresses and opening hours are listed on our Store Locator page.