Frequently Asked Questions COVID-19 About Maurèle Shipping & Returns General Paper & Ink My Orders Personalized Orders Partner & Press Inquiries COVID-19 Expected delays due to COVID-19. We are experiencing minor delays across all orders due to COVID-19. In this new environment, our team ships out outstanding orders every Monday morning EST. For all custom orders, delays may vary from 1-4 weeks as our printers are working reduced hours, with reduced staff, while prioritizing print jobs for essential services. If you have questions about your order/ETA please reach out to email@example.com. We thank you for your patience and understanding during these unprecedented times. COVID-19 precautions. Our founders are packing/shipping every single order during this time as the entire Maurele team works from home. We are taking all the necessary health precautions to ensure goods are handled safely (including masks, gloves, and sanitizer). About Maurèle Where are you located? Our team calls Montréal, Canada home. Where are your products manufactured? All of our printing is done in Montréal, Canada. We curate & source a selection of fine papers from sustainable North American, British, French and Japanese mills that use recycled pulp, advanced water conservation techniques and harness wind power for electrical energy. Our leathers are sourced from Spain and Italy and are hand made in Montréal by master leather craftsmen. Shipping & Returns How much is shipping? Free shipping is offered for orders of $75 or more. For orders under $75, you can select regular shipping via Canada Post/USPS for $8 or express shipping via FedEx for $20. How long will it take to receive my order? Ready-made orders are packed and delivered within 5-7 days. Custom orders are produced, packed and delivered within 7-10 days. Can I get my products express? For ready-made orders, simply select "FedEx Express" at checkout. Custom orders require a few days for production, but we'll be happy to assist you in an effort to expedite your order. Email firstname.lastname@example.org. Do you offer returns? All custom orders are final sale, unless there is a printing issue. For non-custom orders, we offer a 14-day return window upon receipt of your product. Please send us the product in in it's original packaging via the carrier of your choice and include tracking. Note: shipping fees are not reimbursed. If you have a return-related request, simply email us at email@example.com. General What payment methods do you accept? We accept all major payment types—Visa, Mastercard, American Express, PayPal, Google Pay and Apple Pay. Do you charge sales tax? All orders in Canada are charged the appropriate federal/provincial sales tax. For international orders, customs duty may be incurred (the amount of which is determined by your country of residence). The customer is responsible for all customs duty and taxes in the country of residence. Maurèle is not responsible for the payment of any international customs, taxes or tariffs. Why is my card being declined when I try to place an order? We are unable to tell why your card was declined on our end, but there are a few things you can do to see why your payment didn’t go through. First, check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system. Your card issuer also may have declined your payment or put a hold on the card for fraud prevention. We recommend calling your card issuer to resolve the issue. How do I use a promo code? After you’ve added an item to your cart, you will be able to enter a promo code upon checkout. Do you offer gift wrapping? We don’t offer gift wrapping in any formalized way just yet, but please email us after completing your order, and it will be our pleasure to wrap the gift and include a handwritten note on your behalf. Can Maurèle assist my company in gift giving or custom orders? Absolutely! Please get in touch with us at firstname.lastname@example.org so we can create something beautiful together. What if my products are damaged in the mail? Please send an email to email@example.com with your order number and images of the damaged product. Paper & Ink What type of printing do you do? We print offset, digitally and letterpress. What’s the difference between all of the papers? We curate & source a selection of fine papers from sustainable North American, UK and Japanese mills that use recycled pulp, advanced water conservation techniques and harness wind power for electrical energy.We offer 3 main paper types:Smooth: Smooth with a sturdy heft, this flat paper allows the pen to glide over it with ease - whether one’s grip is light or heavy. Speckled: This smooth-finished paper is flecked with hints of beige and light grey, like a bird’s egg or flour tortilla. Textured: Subtle grooves give this paper a natural texture and a soft finish - like the bark of a tree or footprint in the soil. Where is your leather sourced? All of our leathers are sourced from ethical tanneries in Spain and Italy. My Orders How can I find the status of my order? You will receive emails confirming your order and shipment, as well as your tracking details. You can always log in to your account and see the status of any orders, past and present. If you have any questions or if anything is amiss send us a note: firstname.lastname@example.org. Personalized Orders What if I want something completely customized? We'd be happy to help. We offer bespoke stationery services. Simply email email@example.com or click the "custom order" link in our footer and fill out the form and someone from our team will get back to you within 24-hours. How long does it take to receive personalized orders? It takes us anywhere from 3 to 5 business days to print personalized orders. Then there's the time it takes to ship which depends on where you're located and whether you've selected express or standard shipping. If you're in a hurry and need an ETA before placing an order feel free to send us an email and we'll be happy to assist: firstname.lastname@example.org. If I order other products from Maurèle in addition to a personalized item, will everything ship together? Typically, all personalized and non-personalized orders will ship together. Will I see a proof before my items are printed and mailed to me? Our website preview should serve as your proof, so check it carefully to ensure that everything is to your liking. Shortly after placing your order, we will send you a confirmation email with all of your stationery’s details, and we will hold it for 24 hours. If we don’t hear from you during that time frame, we will proceed with the printing process. Partner & Press Inquiries Press inquiries? If you’re a member of the press and need information or image assets, please reach out to email@example.com with your request and deadline. Partnership inquiries? Want to partner with us? We're always on the lookout for ways to grow our community and partner with new brands and people. We'd love to hear from you! Drop us a note to firstname.lastname@example.org.