Frequently Asked Questions
Everything you may want to know about our towels, ordering, delivery and returns. If your question is not answered here, email us at customercare@maison1952.com and we will reply within one business day.
Our Towels
What are Maison 1952 towels made of?
100% cotton, throughout. Nothing blended in.
What is GSM, and why does it matter?
GSM stands for grams per square metre. It is the weight of the fabric, and it tells you how dense a towel is. A higher GSM means more cotton in the same piece of cloth, which means a towel that feels deeper in the hand and holds more water.
Our Retreat towels are woven to 650 GSM. The Retreat Bath Mat is woven to 1000 GSM.
What sizes do you offer?
| Piece | Size | GSM |
|---|---|---|
| Bath Towel | 70 × 140 cm | 650 |
| Hand Towel | 50 × 80 cm | 650 |
| Face Towel | 33 × 33 cm | 650 |
| Bath Mat | 50 × 80 cm | 1000 |
What colours are available?
White only, by design. White is the colour that makes a bathroom feel considered, and it is the colour that lets every piece belong to the same set. More of the Maison 1952 range is on the way.
Where are your towels made?
The Retreat Collection is made in India. All orders ship from our warehouse in Dubai, United Arab Emirates.
Does the Bath Mat have a non-slip backing?
No. The Retreat Bath Mat is woven cotton throughout, with a woven frame border, and has no rubber or latex backing. We recommend placing it on a dry floor surface, or using a separate non-slip underlay if your bathroom floor is very smooth.
Will the towels shed or pill?
A small amount of lint in the first two or three washes is normal for any new cotton towel and settles quickly. Washing separately for the first few cycles keeps it contained.
Do the towels get softer over time?
Yes. Cotton opens up with washing. Skip the fabric softener and they will keep getting softer and more absorbent, wash after wash.
What are the sets, and what is in each one?
| Set | Contents |
|---|---|
| Duo Set | 2 Bath Towels + 2 Hand Towels (4 pieces) |
| Essentials Set | 1 Bath Towel + 2 Hand Towels + 1 Bath Mat (4 pieces) |
| Complete Set | 2 Bath Towels + 2 Hand Towels + 4 Face Towels + 1 Bath Mat (9 pieces) |
Care
How should I wash them?
- Machine wash separately from dark colours at a maximum of 40°C.
- Tumble dry on low heat. Avoid over-drying, which shortens the life of the fibre.
- Do not use bleach, and keep towels away from oxidising agents such as peroxide, acids, hair dye and strong beauty creams, which can cause discolouration.
- Avoid fabric softeners. They coat the fibre, reduce absorbency, and are harmful to the environment.
Full guidance is on our Care Instructions page.
Can I iron them?
There is no need to, and we would rather you did not. Ironing flattens the pile and reduces absorbency.
Ordering
Which countries do you ship to?
Worldwide. Every country shown in the selector at checkout is available.
What currency will I be charged in?
The currency of your country, wherever we support it. Use the country selector at the bottom of any page to switch. The price you see is the price you pay.
Is tax included in the price?
The price on the product page is the full amount we charge for the goods, and we add nothing to it at checkout except shipping, which is shown before you pay.
Import duties and taxes charged by your own country are separate. We do not collect them, and they are paid to the carrier rather than to us. See Shipping & Delivery.
What about customs duties and import taxes?
Your order ships internationally from the United Arab Emirates, so your country will usually charge duty, import tax or both before releasing the parcel. These charges are not included in our prices and are payable by you, normally to DHL before or on delivery, along with the carrier’s administration fee.
For orders into the European Union, expect import VAT at your national rate plus a €3 customs duty on parcels valued at €150 or under. For orders into the United States, duty may now apply at any order value. Deliveries within the UAE are domestic and carry no import charges.
Full detail is on our Shipping & Delivery page.
Which payment methods do you accept?
All major credit and debit cards, along with the digital wallets and local payment methods shown at checkout for your country.
Can I change or cancel my order?
If your order has not yet been dispatched, yes. Email customercare@maison1952.com as quickly as you can with your order number. Once a parcel has been collected by DHL we cannot recall or redirect it.
Do you sell to hotels, spas or businesses?
We do. Please see our Trade Enquiries page.
Delivery
How long will my order take?
Orders leave our Dubai warehouse within 1–2 business days. DHL Express transit is typically 1–2 business days within the UAE, 2–4 across the GCC, 3–6 to the UK and Europe, and 4–7 to the United States and Canada. Full table on the Shipping & Delivery page.
How much is shipping?
Shipping is a flat rate, set by where your order is going and how much it contains. The exact amount is shown at checkout before you pay, and nothing further is added afterwards.
How do I track my order?
You will receive an email with a DHL tracking number as soon as your parcel leaves us. Tracking can take up to 24 hours to become active.
My parcel is late or has not arrived.
Email customercare@maison1952.com with your order number and we will chase DHL on your behalf.
Returns
What is your returns policy?
You have 14 days from the day your order is delivered to request a return, wherever in the world you are. Items must be unused, unwashed, in their original packaging, with tags attached and the return label intact. Full detail is in our Refund Policy.
What is the return label, and why does it matter?
Every item ships with a return label attached. It must still be attached and undamaged when the item comes back to us.
An item returned with a return label that has been cut, torn, removed or tampered with is not eligible for a refund, a replacement or store credit, whatever condition the rest of the item is in. Please leave it in place until you are certain you are keeping the item. It is how we tell an unused item apart from a used one, and it is what allows us to offer money back on a change of mind anywhere in the world.
Will I get my money back, or store credit?
Your money back. Approved returns are refunded to your original payment method, not store credit. If you would rather have store credit, tell us and we will issue it instead — it has no expiry.
If your item arrived damaged, defective or incorrect, the refund includes what you paid for delivery, and you can have a free replacement instead if you prefer. For a change-of-mind return, the price of the item is refunded and the original delivery charge is not.
I am in the EU or the UK. Are my rights different?
Yes, and they are wider. You have a statutory right to cancel within 14 days of receiving your order without giving a reason, and your refund includes the standard outbound delivery cost as well as the price of the goods. That right does not depend on the item being unused — you may examine and handle it as you would in a shop. Where handling goes beyond that and reduces the value, including where tags or the return label have been removed, we may deduct a corresponding amount from your refund. The full wording is in our Refund Policy.
Who pays for return shipping?
If the item was damaged, defective or the wrong item, we do. If you changed your mind, return shipping is yours. We recommend a trackable service.
How long does a refund take?
Allow 5–7 business days after your return reaches us for it to be inspected and processed. Once approved, the refund is issued immediately and typically appears on your statement within a further 3–10 business days, depending on your bank.
How do I start a return?
Email customercare@maison1952.com with your order number and the reason. Please wait for our confirmation before sending anything back.
Still need help?
Email customercare@maison1952.com. We read every message.