Customer Service

Follow these steps to successfully order products at Usi Maison.

1. From the homepage select a product group (you can also use the search function), then click on the item of your choice.
2. Now you are on the product page of your choice.
   If you want to order, click on the ‘in shopping cart’ button.
3. You are now in the shopping cart menu where you can modify the number of items and calculate the shipping costs. (Free shipping in the Netherlands and Belgium on orders above €99).

Fill in your billing information and a shipping address then choose your method of payment from the options offered.
After you have agreed to the General Terms and Conditions you can place your order.

Once we receive your payment (except for refunds) we will send you your order directly (except on Sundays and Dutch holidays) and you will receive it within two to three workdays.

Your item has been ordered. Once we have received your payment, your item will be shipped directly after we have received it, always within 15 days.

Sometimes products are temporarily out of stock at the supplier’s. The delivery time will then be longer than 15 days. We will keep you informed of this immediately.

You have three options:

1. 1. You can cancel your order and we will refund your payment within a week.
   2. You can select another product and we will calculate the price difference.
   3. You can wait until the product you have chosen is again in stock.

PostNL and DPD handle all our deliveries. If you are not at home, the delivery person will try to deliver the package to a neighbour or come back the next day if necessary. If you are not home on both days, you can pick up your delivery at the nearest post office. The delivery person will always leave a message with pick-up information at your home.

Contact us for current stock and delivery times.

Shipping charges for orders up to € 99,-:

• Netherlands: € 7,25
• Belgium: € 17,95
• Europe: € 17,95
• Outside Europe: € 25,-

Shipping charges for orders from € 99,- and up:

• Netherlands: free
• Belgium: free
• Europe: € 17,95
• Outside Europe: € 25,-

All rates mentioned are excluding VAT.

As a client Usi Maison will give you a 100% satisfaction guarantee. Without having to provide a reason you have the right to exchange or return the product within 14 days after reception of the purchased product. You need to report this prior to sending it back by phone on +31 (0)6 2159 1612 or by e-mail at [email protected]. You can also use the recall form. Click here for the form.

If you want to exchange a product, the price of the new product will be calculated together with the amount already paid. Any remaining amount will be refunded to your bank account within 14 days.

If you want to return a product we will refund the paid amount within 14 days to your bank account after reception of the product in its original state.
Return shipments must be complete and sent back with an invoice/packing slip and in its original packaging if reasonably possible. The costs and risks for return shipment are for the client. We advise you to return the shipment with PostNL by registered post. Your shipment will then be automatically insured up to an amount of €500.

Return address:

At Usi Maison you always have a two-year guarantee on your purchase. Usi Maison guarantees that every item it delivers meets normal requirements of reliability, usability, and all European regulations.

On the guarantee no claim can be made in case of:

• Negligent maintenance
• Modifications to the item made by third parties
• A modified or illegible invoice date/item number
• Defects that arose due to incorrect or injudicious use.
• Damage due to purposeful or gross inattentiveness
• Calamities such as lightning bolts
• Overheating by using light sources of a higher wattage than prescribed
• Exposure to humidity or extreme cold

If defects occur with normal use, products will be repaired free of charge. In this case e-mail us a number of photos to explain the problem. As well as your name, complete address and phone number please mention the purchase date, item number and order number. We will answer your message as quickly as possible, within three days at the latest.

Usi Maison will determine whether the guarantee applies and assess per case how the problem can best be solved. In a number of cases, the lamp will be repaired, in other cases the item will be exchanged. Repair/exchange does not give any right to extending or shifting the guarantee period.

Please return your product to:

To avoid transport damages (shipment costs are always for the sender) we recommend sending the lamp in its original packaging or packing it according to our packing advice here below.
Please also send a copy of the invoice and a description of the complaint.

The lamp should be packaged in a way as to reduce the chances of transport damages to a minimum. Please use a box that is no more than 5 cm bigger than the lamp on all sides. Fill in this space with newspaper or a similar material so that the lamp is no more than 5 cm from the outside of the box on all sides. Once the box is closed the lamp should not be felt from the outside or move around when shaken.

Usi Maison is affiliated with the Webshop Trustmark, the Dutch sector association of companies doing business with consumers electronically (on the Internet).

Affiliated companies work according to the Code of Conduct of the Webshop Trustmark. This code of conduct refers to European and Dutch legislation, regulations and guidelines, binding General Terms and Conditions, and adequate dispute resolution. The code of conduct is directly linked to the Webshop Trustmark, the consumer trustmark for safe and reliable shopping on the Internet. Webshop Trustmark guarantees that you can shop safely and reliably at Usi Maison.

If you are not satisfied with a product or service of Usi Maison and we cannot resolve the situation together, you have the independent dispute committee of Webshop Trustmark as an additional guarantee. The decision of this committee is binding for both Usi Maison and its clients.

The address of this committee is:

Usi Maison is registered at the Dutch Chamber of Commerce under number: 62 37 33 66

Usi Maison will do everything it can to process your order properly and strive to resolve any problems that might arise adequately and to your satisfaction.
If you have a complaint about the service you have experienced, please communicate your complaint to us as quickly as possible.
You can do this per e-mail, regular post or by phone.

Send your message to:

Usi Maison
Standerdlaan 11
1852 RX Heiloo
The Netherlands (no showroom)

Tel.  +31621591612  (office hours only)
E-mail: [email protected]

After receiving your complaint we will confirm its reception. We will read your complaint and try to resolve it to everyone’s satisfaction and, if necessary, adjust our procedures. After receiving your complaint we will process it as quickly as possible, in any case within 14 days. If we need more time to process your complaint, we will inform you within this period.

If you want, you can also address your complaint to Webshop Trustmark Foundation to which Usi Maison is affiliated.