Frequently Asked Questions (FAQ)

Is my payment data safe with Maison Nelya?

Absolutely.
All online payments are processed through secure payment gateways that comply with PCI-DSS security standards, managed by the PCI Security Standards Council (Visa, MasterCard, American Express, etc.).
Your payment details and personal information are handled with the highest level of security and confidentiality.

Do you accept online payments?

Yes, we accept online payments through Visa, MasterCard, American Express, Apple Pay, PayPal, and other secure payment methods.

For customers in the UAE, bank transfer options are also available upon request.

How long does it take to receive my abaya?

Delivery timelines depend on the type of product ordered:

  • Ready-to-ship abayas: Delivered within 72 hours (within the UAE).

  • Customized or made-to-order abayas: Production time is 15 to 21 days, followed by shipping.

Shipping time after dispatch:

  • UAE: 1–2 business days

  • International: 3–7 business days (depending on destination)

If the estimated timeframe has passed and you have not received your order, please contact us with your full name, order number, and contact number.

📧 info@maisonnelya.com
📞 +971 55 708 2852

How much does shipping cost?

  • UAE shipping: AED 30 (flat rate)

  • Free shipping on UAE orders above AED 300

For international orders, shipping costs are calculated at checkout based on the destination, weight, and size of the items.

Is Cash on Delivery available?

Yes, Cash on Delivery (COD) is available within the UAE.

  • A COD service fee of AED 15 applies.

  • COD is not available for international orders.

Do you offer free shipping?

Yes.
We offer free shipping across the UAE on orders above AED 300.

Free shipping does not apply to international orders.

Do you ship internationally?

Yes, Maison Nelya ships worldwide.

International shipping rates vary depending on the destination and will be calculated at checkout.
Please note that customs duties or import taxes, if applicable, are the responsibility of the customer.

How can I track my order?

Once your order is dispatched, you will receive a tracking link via email or WhatsApp to monitor your shipment in real time.

If you need assistance, contact us at:
📧 info@maisonnelya.com
📞 +971 55 708 2852

Do you offer refunds or exchanges?

Maison Nelya offers exchanges within 7 days of receiving your order (terms & conditions apply).

To be eligible for an exchange:

  • The item must be unused

  • In its original condition and packaging

After 7 days, we are unable to offer exchanges.

For exchange requests, please contact us at:
📧 info@maisonnelya.com