Frequently Asked Questions
Find all the answers to your questions in our comprehensive FAQ.
Frequently Asked Questions
About Mazenna & Our Tableware
What is Mazenna?
Mazenna is your online destination for exceptional handcrafted stoneware tableware. We offer a unique collection of plates, bowls, and mugs, all handmade in Portugal with passion and expertise.
Are your products really handmade?
Yes, absolutely! Each Mazenna piece is individually crafted by experienced artisan potters in Portugal. It's this manual process that guarantees the uniqueness and character of each creation.
Where do your products come from?
All our tableware is handcrafted in Portugal, in workshops that respect traditional methods and know-how passed down from generation to generation.
Is sandstone a durable material?
Yes, stoneware is a very strong and durable material, known for its resistance to shocks and temperature variations. It is ideal for intensive daily use.
Will my pieces look exactly like the photos?
Due to their handcrafted nature and the use of reactive glazes, each piece is unique and may exhibit slight variations in color, texture, or shape. These nuances are a testament to their authenticity and handmade charm.
Orders & Payment
How do I place an order on mazenna.com?
Simply select the items you want and add them to your cart. Once you're finished shopping, click the cart icon and follow the secure checkout process.
What payment methods are accepted?
We accept secure payments by credit card (Visa, MasterCard, American Express) and via PayPal.
Is payment secure?
Yes, all payments made on Mazenna are 100% secure thanks to advanced encryption technologies. Your banking information is protected.
Can I change or cancel my order after placing it?
If your order has not yet been shipped, it may be possible to modify or cancel it. Contact us as soon as possible by email at mazenna.contact@gmail.com or by phone at +33 7 45 23 05 54.
Deliveries
What are the shipping times for my order?
We are committed to shipping all orders within 2 business days of validation.
What are the delivery times and methods?
- Metropolitan France: Standard delivery is generally made within 2 to 3 working days after dispatch.
- Europe & International: Delivery times vary depending on the destination. You will be informed of these times during the ordering process and at checkout.
Where do you deliver?
We deliver to mainland France (including Corsica), Europe and internationally.
How much does delivery cost?
Shipping costs are calculated based on the weight and destination of your order. They will be clearly displayed when you confirm your shopping cart, before payment.
How do I track my order?
As soon as your order is shipped, you will receive a confirmation email containing a tracking number. You can use this number on the carrier's website to track the progress of your package.
Returns & Refunds
Can I return an item if I change my mind?
Yes, in accordance with current legislation, you have 14 days from receipt of your order to exercise your right of withdrawal. Items must be returned in their original condition, new and unused, in their original packaging.
How to make a return?
To initiate a return, please contact our customer service by email at contact@mazenna.com . We will guide you through the process.
When will I be refunded after a return?
After receipt and verification of the condition of the returned items, the refund will be made within a maximum of 14 working days via the same payment method used for your purchase.
What if my item arrives broken or damaged?
Despite all the care taken in packaging, an incident can occur. If you receive a damaged item, please contact us immediately (within 48 hours) and attach photos of the product and packaging. We will find a quick solution (replacement or refund).
How do I track my order?
As soon as your order is shipped, you will receive a confirmation email containing a tracking number. You can use this number on the carrier's website to track the progress of your package.
Contact
If you haven't found the answer to your question, our team is at your disposal!
By email: contact@mazenna.com (response within 24-48 working hours)
By phone: +33 6 95 53 79 74 (Monday to Friday, 9 a.m. to 5 p.m.)