FAQs

maille name is?

Maille name is a registered trademark offering wools and accessories for knitting, crochet, embroidery, macramé and weaving! For more information, see our About us.

How does maillenameis.com work?

maillenameis.com offers sales of wool, accessories, patterns and creating kits. We make good product choices, we have the constant concern of perfect quality and commitment of perpetual creation with current models. We offer a service demanding and close to you ... Everything is here to please all addict knitters around the world!

To complete our permanent range of products, we hope to find exclusive items for you, and so offer you limited edition capsule collections.

How to keep informed of our latest news?

One way: newsletter! Register quickly by entering your email address in the box provided for this purpose on the bottom right of each page.

Where to buy maille name is products elsewhere on maillenameis.com?

You have possibility of finding our products at our distributors and stockists. Whether on internet and also in your physical stockists, you can find a complete list of our retailers here.

I have an e-shop / shop and I would like to distribute your products?

You are welcome and we look forward to working together on your project!

You can contact Ulrich at Kesi'Art by:

- mail: contact@kesi-art.com

- phone: 02 90 22 36 78

- mobile: 06 20 66 95 19

- fax: 02 99 22 36 78

- and rendez-vous at: www.kesi-art-pro.com

We'll be happy to help you open your business account. We'll help you create the finest SEO suitable to your structure and we will accompany you in the process of consulting and sales. In all cases, please consult our catalog on page Become a stockist.

I would like to offer an e-gift card, is it possible?

Our e-gift cards in amount of 25-50-75-100-150-200 euros are available in the selection Gifts.

I would like to know your terms and conditions?

Please view our General Terms here.

Press and partnerships?

We invite you to contact us via contact form or by email: hello@maillenameis.com. We will bring you an answer as soon as possible.

Join maille name is?

Your proposition for work is welcome! Thank you to contact: hello@maillenameis.com.

Our yarns?

Our yarns are 100% natural, sweet, luxurious and fluffy. For each of wool qualities we offer, we went in search of mills offering the best possible skills, with respect for environment, for human and animal conditions.

Our alpaca wools have been unearthed in Peru, where living conditions of animals are optimal. There, we could see an ancestral know-how.
Our blend mohair / silk comes from Italy.

For more information, please visit here.

Our patterns?

In French, the word "Patron" means pattern and also means owner of business or company. That's why our wools have names of girls and our patterns have names of boys! It's a pun that can seem a bit macho but we assume!

Come and meet "maille name is" bosses ... Bernard Simon, Louis, Gaston or Barnabé ... From the simplest model to the most complicated, we pay attention to offer you detailed explanations to finish your project and especially to appreciate it all.


We wish to make your KIY experience a real pleasure! Because arts of thread are fun, rewarding and addictive!

Discover our lookbooks with exclusive patterns, our inspiring and cool KIY projects and our wooly tips and techniques for creating on our blog: www.blog.maillenameis.com.

Are taxes included in price?

Yes, prices of items are all taxes included. In France, you will not have to pay extra taxes.

For orders to the rest of the world, orders may be subject to taxation. Thank you to inform you of applicable taxes in your country.

I would like to order an unavailable product, will it come back?

If product is unavailable but it remains displayed on maillenameis.com, it means it is temporarily out of stock and will be restocked as soon as possible.

To be notified of restocking, feel free to subscribe to the stock alert placed on listing of concerned article.

I can not connect to maillenameis.com?

First check that you enter correct username and correct password provided at time of registration. Observe upper and lower case and make sure the caps lock is not activated by mistake.

If you are sure that information entered is correct and you still can not connect, contact us hello@maillenameis.com.

I forgot my password?

Just click "Forgot password" on the login panel and enter in field provided for this purpose your email address used when registering on maillenameis.com. Then, we will send a link through which you can confirm your identity and thus set a new password.

If your email address is allowed to change, you can send a message to hello@maillenameis.com.

How do I change my personal information?

According to the law "Informatique et Liberté" of January 6, 1978, you have the right to access, rectify, modify and delete data.

maillenameis.com is declared to the Commission Nationale Informatique et Libertés - CNIL under the number XXXXXX.

Since your space "My account", you have option to change your personal details and your subscription to our newsletter and news alerts. You can still exercise these rights by sending a letter to bare the following address:

Maille name is

31C rue des Landelles

35510 Cesson-Sévigné - FRANCE

Tél : 02 90 22 36 78

Mail : hello@maillenameis.com

How to change my shipping address?

Go to your space "My account" where you can create multiple billing and delivery addresses and change them at will.

How to track my current order?

Delivery will be done through Colissimo and Chronopost 13 services for France (& Monaco) destination, Chronopost Classic and Chronopost Express for Europe (27 countries) and Chronopost Express for the rest of the world. Tracking number of your package is sent to you by email when your order is delivered to the carrier. By clicking on tracking number so transmitted, you will access an interface allowing you to track delivery of your package. This tracking is also available in your space "My account" section "My orders".

How to print my invoice?

Nothing's easier ! Once your order is placed and processed by our logistics department, you will be notified via email of availability of your invoice. Then, it will be downloadable in PDF format in your space "My account" section "My orders".

How to enjoy benefits thanks to my loyalty card?

Once your account created on maillenameis.com, you get a loyalty e-card: the XXXXXX card. It is completely free and has an unlimited life.

Every order placed on maillenameis.com, you earn "mailles*"! *knitted stitches

1 euro spent = 1 maille earned

From 200 knitted "mailles", you get a 10 euros gift voucher valid for one month and is sent to you by email with a discount code to inquire at the time of payment for your next order. The knitted "mailles" are valid for a period of 12 months from date of last purchase. Upon expiry of this period, not consumed knitted "mailles" are canceled.

At any time, you can check the balance of your knitted "mailles" in space "My account"
.

For questions about your loyalty card, please contact us via contact form or by email to hello@maillenameis.com.

Minimum order?

No, there is no minimum order on maillenameis.com.

How to order?

The ordering process is easy:

1- Add beautiful wool and cool items in your cart

Every item we offer is presented in a product data sheet detailing its features (photos, description, details, care, etc.). This data sheet is available by browsing different sections of our online catalog.

To add an item to your basket, select size and / or desired colors and click "add to cart". Basket on top right of screen informs you that it has considered your addition by indicating the number of items it contains.

You can then choose to complete your order or continue shopping online.

2- Validate your basket

To finalize your order, you need to confirm your basket. To do this, click on it and view summary of selected articles. Check color, size, language and amount of your articles.

Shipping fees are also shown. Free of shipping is proposed as soon as amount of your purchases exceed 60,00 euros all taxes included (for french orders only). If this is not the case, the amount is set by default to home delivery by la Poste. You can change country of delivery or sending mode you want to simulate the amount of fees that will be charged.

A code inset advantage is also reserved for you. If you received a benefit of our code, please enter it in the space provided for this purpose to receive your discount or your gift.

The total amount of VAT on products are finally clarified. Click on "order" button to save your cart and continue your order.

3- Check your delivery and billing information

If you have already ordered on maillenameis.com, you have a "My account" area. Log in with your email address and password. In this way, your delivery details and billing are pre-filled. You still have option to specify new adress details if necessary.

Fields marked with an asterisk (*) are required fields.

Complete fields for your delivery details with the utmost precision because it will be used by Post Office to ship your order. If you want to be delivered at a company, do not forget to inquire name in the "Company" case.

By default, your billing information will be the same as those of delivery, but you have the option to choose a different billing address. Check the option. A new form takes place that you must complete.

Your participation in shipping is calculated based on the country you have indicated in your delivery details. Verify your information and click on the "submit" button to proceed with your order.

4- Choose your payment method and enter order summary

You now go to a screen that lets you select the payment method by which you will pay your order.

More information on payment options.

Check all information of your order with order summary at the top of this screen. You can always change content of your shopping cart and contact information of delivery and invoicing.

After submitting your information, you will be taken to the secure payment screen of our payment partner: Crédit Agricole.

I can't add products to my cart?

The proper functioning of your website requires use of JavaScript technology. Verify that authorization of JavaScript is enabled in your web browser (Internet Explorer, Firefox, Safari).
If problem persists, check your firewall or other network protection software does not block access to our website. Perhaps in some cases it is necessary to disable this protection for access.

How can I be sure that my order has been validated?

Upon acceptance of your payment, you are redirected to our website on your order confirmation screen. Then you will receive within a few minutes following a confirmation email summarizing all details of your order.
If you have not received this email, please contact our Customer Service stating the time, date and amount of your order.
We will then confirm if order was well covered or not, and what needs to be done to validate it.

Can I modify / cancel my order?

To ensure timely delivery, we prepare and ship your order within hours following validation of your basket. Therefore, we can not change your order once validated by you.

To cancel your order, you have an hour to contact us by email: hello@maillenameis.com or phone: 02 90 22 36 78 and tell us about your choice.

How to track status of my order?

To follow progress of your order, it's easy: go to "My account" you will find a summary of your previous orders and status of your orders. After validation, your order is transmitted to our logistics service that takes care of its preparation. Once shipped, an email will inform you of its departure and itstracking number which will allow you to track your package.

How can I pay on maillenameis.com?

Methods of payment accepted on maillenameis.com website are:

- Bank cards: Credit card, Visa, Eurocard / Mastercard (only French cards linked to a bank account). Payment by credit card on our website is completely secure. We use 3D Secure technology and our transactions go through our partner bank Crédit Agricole. When paying by credit card, your bank details are encrypted (SSL standard), which means that they do not circulate unencrypted on Internet.
If you wish to pay with a foreign credit card or Amex, you can do so via PayPal even if you do not have a PayPal account (see paragraph below PayPal).

- Check: We only accept checks in euros. Your payment must be specified in order of "maille name is" at the following address:

Maille name is

E-shop

31C rue des Landelles

35510 Cesson-Sévigné - FRANCE

IMPORTANT: On back of your check, thank you to specify number of your order.
Once your order is confirmed, items ordered will be reserved for 10 days and will be shipped upon receipt and cashing of your check.

- PayPal:

    >
With your PayPal account: if you have a PayPal account or want to open one in the occasion of your purchase on maillenameis.com:

• Select PayPal payment method on maillenameis.com
• You are redirected to PayPal website to identify you
• Confirm your payment to PayPal
• You return automatically to maillenameis.com site to finalize your order.

    >
By credit card via PayPal even if you don't have a PayPal account: if you don't have a PayPal account, you can still pay by credit card with PayPal including foreign credit card.

• Select PayPal payment method on maillenameis.com
• You are redirected to PayPal website to identify you
• Click on the link "do not have a PayPal account"
• Confirm payment with card of your choice: Blue Card, Visa, Mastercard, American Express, Discover, Carte Aurora, Cofinoga / Privilege, 4 stars
• You return automatically to maillenameis.com website to finalize your order.

With PayPal payment, your vouchers and discounts are applied normally.

- Credit note / Voucher: To use a maillenameis.com credit note, to have to pay all or part of your order, simply enter number of your Credit note or Voucher, amount you want to use and click on "add". Amount of your cart will be recalculated automatically.

- And maille name is e-gift card: You have been offered an e-gift card. To use on our website, please click on pad for this purpose at the time of payment choice in the checkout process. Then simply enter number of your "maille name is" e-gift card, amount you want to use and click on "add". Amount of your cart is recalculated automatically.

Is the payment by credit card secure?

Yes, payment is 100% secure. Transactions on maillenameis.com are secured by the 3D Secure payment system of our partner bank: Crédit Agricole.

All information exchanged to process payment is encrypted using SSL. These data can not be detected, intercepted or used by third parties. They are not kept on our computer systems.

When you are asked to enter your credit card number, you can check from your browser that you are in a secure area.

For your security, Paybox checks that connection with your browser is secure before sending your financial data. Paybox is a technical service provider, and does not support disputes related to orders. These should be settled directly with maillenameis.com or your bank.

Do you keep my bank details?

No banking information is stored on our website. Your bank details are entered directly on secure server of our technical and financial partner: Crédit Agricole. Banking information you give, encrypted on your own computer, will never circulate unencrypted on Internet.

My credit card payment was declined?

You have up to 3 attempts to settle your payment order. If none of these attempts is successful, your payment will be refused and you will be taken on our website to a screen mean you refusal of your payment.

Your payment may have been refused for various reasons: error in the input of your bank details, the amount of the order may exceed your financial reserves, etc.


We invite you to contact our Customer Service to know reasons and find a solution to finalize your order.

How to use a Credit note?

To use your credit note, simply enter code that was sent to you in "Credit note/Discount coupon" box in your basket.

How to use a promotional code / discount code?

To use a promotional code / discount code, enter it in "Credit note / Discount coupon" box on basket page to automatically benefit from advantages reserved for you (reduced postage discount on your order ...).

How much are shipping fees?

+ FROM FRANCE (& Monaco)

Standard delivery without Tracking

5.90 euros via Colissimo Access

(deposited in letter box)

AFTER SHIPPING, 2 TO 3 WORKING DAYS.

Standard delivery with Tracking

7.90 euros via Colissimo Expert

(delivered against signature)

AFTER SHIPPING, 2 TO 3 WORKING DAYS.

Express Delivery

12.90 euros via Chronopost

(delivered against signature the next day before 13H00)

AFTER SHIPPING, 24 HOUR.

+ FROM EUROPE (27 countries)

Express Delivery

Chronopost Classic

Calculated based on destination and weight of your package

AFTER SHIPPING, 2 TO 4 WORKING DAYS.

Express Delivery

Chronopost Express

Calculated based on destination and weight of your package

AFTER SHIPPING, 1 TO 3 WORKING DAYS.

+ FROM THE REST OF THE WORLD (& outre-mer)

Express Delivery

Chronopost Express

Calculated based on destination and weight of your package

AFTER SHIPPING, 2 TO 5 WORKING DAYS.

Order processing time ?

+ Order processing time is between 24H and 48H (working days) in France for orders placed before 1:00 p.m. Monday through Friday and sent by parcel post (2-3 days for delivery via Colissimo).
Orders placed during weekend will be shipped on Monday and thus delivered on Wednesday. Orders placed during a working day but after 1 p.m. will be shipped the next day and thus delivered within 48h00.

+ About delivery abroad, deadlines vary from 1 to 5 days for European Union countries and 2 to 5 days for rest of the world.

Free delivery?

Delivery of ordered items on maillenameis.com is free from 60.00 euros all taxes included purchase. Only in France, for payment by credit card, check or PayPal and for all deliveries with Colissimo to address of your choice.

And if I am absent during delivery? Where to get my order?

If you are absent during delivery, your parcel will be delivered to postal service indicated on calling card left in your mailbox.

Your package will be kept in postal service during a period of 15 calendar days. Once this period has expired, the parcel will be returned.

In event that overrun is due to you (delivery address was not correct, or you did not go pick up your parcel within 15 days), parcel forwarding charges will be your responsibility. Don't hesitate to contact our Customer service for additional information. Indeed, we can proceed with return of such order or its refund.

Can I change my delivery address or content of my order after it validated?

Once your order is confirmed, you can no longer make any changes. In order to guarantee timely delivery, we prepare and ship your order within hours following validation of your basket. However, it is possible to change your default address for future orders in my contact section of your space "My account".

How do I return items?

You have a period of fifteen (15) working days of your order receipt to return products ordered. Returns can only be made following the procedure below. It must be fully observed.

1. You must include with your package completed Purchase Return and printed using feedback form. Log into your "My account" area to complete this form. Without making feedback return, return will not be considered by maillenameis.com.


2. Products must be returned in their original packaging with label / packaging and accessories, in perfect condition for resale. They will therefore neither have been used or damaged. The return address is indicated on Return Form that you can download.


3. For support by maillenameis.com of a possible loss of your order during return transport, we advise you to perform all your returns by registered mail with return receipt otherwise we could not make repayment of your products.

4. Return costs are the sole responsibility of Customer.

5. Thank you to re-send your package at following address:

Maille name is at BSL - – Bretagne Service Logistiques

rue Edouard Branly, ZA La Massue

35170 Bruz - FRANCE


If conditions mentioned above are fulfilled, you will be refunded amount of returned items (shipping included). Your refund will take effect within fourteen (14) days from date of receipt of items / your return package by us. You will be refunded by check, by crediting your credit card or your PayPal account (according to payment method used at the time of purchase).

What should I do if my package arrives damaged?

When receiving your parcel, if you feel that packaging showing signs of deterioration, you can either refuse package, it will be returned directly to our logistics center; to claim a provision at your post office so that you can open it in presence of an authorized officer. If your package has been accepted by a third party whose identity you do not know, you can contact the carrier to make a claim with their service. A customer advisor will review your request and a response will be given as soon as possible. In all cases, you can accept the package with reservations.

Item ordered is defective?

maillenameis.com attaches great attention to the quality of its products. If however, despite all quality controls carried out, some defects can be reported, please inform us of this problem in order to receive a new item or refund. We ask you to respect procedure of return and tell us reason for return. If a defect, you have ability to re-order your article (subject to availability) and get a refund. Return costs will be at our expense.

What is your cookie use policy?

To process your order, we must be able to know who you are and products you are looking at. To do this, we place small programs called cookies on your computer. Cookies memorize time of your visit, your identity (known thanks to your email and password) and contents of your cart. After you have left our website, that information is stored for 30 days after which they are permanently erased from our website.

How do you treat my personal information?

We pledge to you, visitors and customers of our website, to guarantee confidentiality of personal information you provide.

As a commercial website, we collect certain information necessary to process orders. All information is treated with the utmost confidentiality.

According to the law "Informatique et Liberté" of January 6, 1978, you have the right to access, rectify, modify and delete data. The website is declared to the Commission Nationale Informatique et Libertés - CNIL under the number XXXXXX.

You can exercise this right by sending a letter to the following address or by email:

Maille name is

E-shop

31C rue des Landelles

35510 Cesson-Sévigné - FRANCE

Email: hello@maillenameis.com

You can still change your personal information from your space "My account" by logging in using your email and password.

How do I notify you in case of problems on maillenameis.com?

If you experience connection problems, slow in displaying photos or other technical disturbances, don't hesitate to notify us by email at the following address: hello@maillenameis.com or contact us by phone: 02 90 22 36 78. We will try to solve your problem as soon as possible.

Who do I contact?

You would like more information about an item sold in our e-shop? Do you have questions about an order placed?

Contact our Customer service:

+ At (+33) 02 90 22 36 78, Monday to Friday from 10:00 to 12:30 and 2:30 p.m. to 5:00 p.m.

+ Email: hello@maillenameis.com

+ By mail: Maille name is 31C rue des Landelles 35510 Cesson-Sévigné - FRANCE

For questions regarding your order, bring your order number shown on your delivery note or your order confirmation email.

For other requests, here is a list of contacts to help you in your search:

- Recruitment: hello@maillenameis.com

- Press / communication: hello@maillenameis.com

- Partnership / Sponsorship: hello@maillenameis.com

- Orders: commandes@maillenameis.com

- Stockists / distributors: contact@kesi-art.com

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