FAQ

Here are the answers to the questions we are asked most often: delivery, delivery times, returns, payment, warranty and care of your raffia bag. Another question? Write to us at bonjour@maudnaka.fr, we will be happy to help.

Delivery and delivery times

What are the delivery times?

Your order is carefully prepared within 2 working days at most, then delivered in France about 48 hours after shipping. For deliveries outside France, the delivery time depends on the destination country and the carrier chosen.

Which carriers do you use?

We ship our parcels with Colissimo, Mondial Relay or Chronopost. You choose the delivery method that suits you at checkout, and you receive a tracking number as soon as your order ships.

How much does delivery cost?

• France: €7; free delivery from €100.
• European Union: €15; free delivery from €200.
• United Kingdom: €25.
• Other countries: €35.

The exact amount is always shown before you confirm your order.

Do you ship internationally?

Yes, we deliver to France, Europe and most countries worldwide. Outside the European Union, customs duties may apply depending on the destination country.

How do pre-orders work?

Some models are available for pre-order while our artisans weave them by hand. The shipping date is shown on the product page, just below the "Pre-order" button. Your bag is sent from that date, then delivered within the usual times.

Returns and refunds

Can I return an item?

Yes, you have 14 days from receipt to request a return by writing to bonjour@maudnaka.fr (subject: "Return request: #order number"). The item must be new, unworn and in perfect condition.

Do returns cost anything?

No fee is deducted for a return. Only the return shipping is at your expense: preferably choose a tracked shipping method. The delivery costs of the original order are not refunded.

When will I be refunded?

The refund is made within a maximum of 5 working days after receipt and inspection of the item, using the payment method used for the purchase. All the details are on our Returns and refunds page.

Warranty

Is my bag under warranty?

Yes. All our bags are guaranteed for 1 year against manufacturing defects (weaving, finishes, handles). In the event of a defect, we repair your bag. Normal wear and tear, water damage or misuse are not covered.

What should I do if my bag has a defect?

Write to us at bonjour@maudnaka.fr with your order number and a photo of the defect: we will tell you how to proceed with the repair.

Orders and payment

Which payment methods do you accept?

Payment is made securely online by bank card (Visa, Mastercard, American Express) and by PayPal. You can also pay in 2, 3 or 4 instalments with Alma, depending on the amount of your order.

Can I give a bag as a gift?

Of course. If your order is a gift, simply leave us a comment when ordering, or write to us at bonjour@maudnaka.fr. You can also give the Maud Nakà gift card, which can be used across the whole store, in one or several purchases, with no expiry date.

Are you a store or a professional?

We work with partner stores in France, Europe, Japan and North America. For any professional request, write to us at bonjour@maudnaka.fr. You can also find the addresses of our partner stores.

Our raffia bags

Are your bags really handmade?

Yes. Every bag is entirely handwoven by an artisan from our workshop in Madagascar. The artisan's name is shown on each product page. Weaving a single piece takes many hours of work, which explains the slight variations in shade or texture from one bag to another: they make each piece unique.

Can I carry a laptop in my bag?

Yes, with our largest models: the Bossy bag, the Moon bag size L, the Maeva basket and the July basket fit a 13 to 14-inch laptop. To preserve the weave in everyday use, slip it into a protective sleeve and avoid overloading your bag.

How do I choose the right model?

It all depends on how you will use it: a generous basket for the beach and the market, a structured handbag for the city, a small crossbody bag for the evening. Dimensions, weight and handle length are shown on each product page. Our guide How to choose the perfect raffia bag will help you decide.

What is raffia?

Raffia is a plant fibre that comes from the leaves of a palm tree. Supple, light and strong, it is a natural and durable material, particularly well suited to bags and baskets. To find out more, read our article Natural raffia: definition, origin and uses.

Can you wear a raffia bag all year round?

Yes. Raffia shines in summer, but dark tea and chocolate shades also work very well between seasons and in autumn. Find outfit ideas in When to wear a raffia bag?

Care

How do I care for my raffia bag?

• Clean it gently with a slightly damp sponge.
• If it gets stained, add a touch of neutral soap, then rinse gently, without rubbing.
• Let it dry naturally in the open air, away from direct heat.
• Store it stuffed with tissue paper, away from humidity, so that it keeps its shape.

Is my bag afraid of rain?

Raffia is a natural fibre: it can handle a few drops, but prolonged exposure to water can deform it. In rainy weather, gently dab it with a dry cloth and let it dry indoors.

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