FAQ by Maison Valentina | Luxury Bathrooms

Where are Maison Valentina fittings and accessories produced?

Our warehouse and fabric is in Oporto, Portugal.

Where can I find technical drawings/specification/fitting instructions for my product?

For this information you can see it in the description of the piece you want (Product PDF) or you can send us an e-mail to info@maisonvalentina.net.

Who should I contact if I have other questions about the products and their installation?

You can send us an e-mail to info@maisonvalentina.net and our Sales & Product Specialist will give you all the information that you need. Or call our Sales Team +351 914 924 350.

What are my payment options?

To purchase Maison Valentina products you may use bank transfers, or Wire Transfers or cash. Please notify your Sales & Product Specialist with the payment option of your choice.

Is my package insured and do I need to sign for my order?

This all depends on the carrier you choose to use. If you will be using one of our selected carriers, then we will arrange for your items to be insured. Also, our selected carriers will contact you to schedule a delivery date and require a signature upon delivery.

What is the difference between “order date” and “ship date”?

The order date will be the day we received your 40% deposit and place the order with our production team. The ship date will be once your order is complete and we receive the 60% remaining balance plus shipping costs, the pieces will ship the following Friday.

Where I can buy Maison Valentina?

Maison Valentina is sold worldwide. You can purchase directly by contacting one of our Sales & Product Specialists. All pieces are made upon order if not available in stock. Please email us at info@maisonvalentina.net. Or you can order through our e-commerce channel directly in our website.

Where I can see the prices? How do I place an order?

You can send us an e-mail to info@maisonvalentina.net and our Sales & Product Specialist will give you all the information that you need.

Do you offer custom-made products as well?

Maison Valentina can custom their pieces upon order. Always confirm with our Sales & Product Specialist about the prices for that, depending of the changes it could have up-charge.

What’s the best way to clean my product?

Marbles
Use a soft cloth (We recommend a microfiber one) and warm, distilled water to clean marble and then use another cloth to dry the surface.
Bathtub
After bathing, rinse the tub with clean, warm water and wipe off excess moisture with a squeegee, microfiber cloth, or soft sponge.
Brass
Wash the brass with soapy water. If the brass is simply dirty or oily, mix a mild detergent with warm water. Dip a soft cloth into the soapy water, and wipe the piece down with the cloth.
Glass
Using water for cleaning glass, prefer to use distilled water instead of tap water, even for diluting the cleaning solution. Use hot soapy water to wash down the glass. If you are washing drinking glasses, make sure to use a dish detergent that is mild. Then, rinse with hot water.

How can I contact Direct Customer Care Team?

Please send your requests to info@maisonvalentina.net. If you would like to speak to a Sales & Product Specialist, you can contact us directly at +351 222 015 850 (Worldwide) or via website chat. Maison Valentina’s Direct Customer Care Centre opening hours are Monday to Friday, 9am-6pm (London Time) for Worldwide.

How do you manage shipping?

We will arrange shipping, but clients are responsible for all shipping costs. If you are not satisfied with our carriers or shipping costs you are able to use your own carrier.

How do I know that my order has been shipped?

When your order is nearing completion, we will notify you so shipment can be arranged. Your Sales & Product Specialist will be able to assist throughout this process.

When will I receive my order? What is the Lead Time?

Can I change my shipping address after my order has been dispatched?

No, once your order has been dispatched, we are unable to redirect your delivery to another address. If changes are made the client is responsible for contacting the shipping company and accept any additional charges. Changes to your order can only be made within the first 48 hours of purchase. Unfortunately, Maison Valentina cannot accept modifications once orders are placed. All goods are custom made to order specifications. The client will have to place a new order with no implications on the previous one.

What countries do you ship to?

We ship worldwide.

How is your returns policy?

All goods are custom made to order specifications. There are no returns or exchanges. If there is an issue with your order and you report this within 48 hours we can work with you to repair or replace your piece, but we do not accept returns or exchanges. The refusal of damaged merchandise in no way relieves the purchaser of responsibility for payment of goods.

Does the guarantee cover all the damages?

We offer a complimentary repairs service up to 48h after the merchandise has been received by the Client. All claims for freight damage must be made within these 48 hours of receipt. Maison Valentina will not accept any claim on merchandise after this period. Signature of receipt by the Client’s agent or employee constitutes full acceptance of all packages stated on the bill of lading or electronic clipboard in undamaged condition. We can assist you for time damages for 2 years and we’ll have the customer service always available.

Do you offer a repairs service?

We offer a complimentary repairs service up to 48h after the merchandise has been received by the Client. We can manage the possibility of repairing your damaged piece. The shipping costs are all on your responsibility.

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