FAQ
GENERAL
TENDLER Client Services may be contacted at support@maisontendler.com. Please include your order number, where applicable, so that we may assist you as efficiently as possible.
TENDLER Client Services is available Monday through Friday, excluding public holidays. Messages received outside business hours will be reviewed on the following business day.
TENDLER does not currently operate a permanent retail location. Any temporary retail experiences, private appointments, or authorized retail partnerships will be announced through the official TENDLER website and communications.
You may subscribe through the form provided on our home page and here. To unsubscribe, select the unsubscribe link at the bottom of any marketing email. Please note that you may continue to receive transactional communications relating to your account or orders.
SHOPPING & ORDERS
No. You may complete your purchase as a guest. Creating an account may allow you to review order information and manage certain account details more easily.
Once your order has been successfully submitted, an order confirmation will be sent to the email address provided at checkout. Please retain this confirmation for your records.
Please first review your spam or junk folder and confirm that the email address entered at checkout was correct. If you are still unable to locate the confirmation, contact TENDLER Client Services.
Orders enter processing shortly after they are placed. We will make every reasonable effort to accommodate amendment or cancellation requests received before shipment, but changes cannot be guaranteed.
Once an order has been processed or shipped, it may no longer be amended or cancelled.
Delivery-address changes may be requested before the order has been shipped. For security reasons, TENDLER may be unable to redirect an order once it is in transit.
Please contact Client Services as soon as possible with your order number and the requested address in the event of any necessary updates.
You will receive a shipping confirmation containing tracking information once your order has been dispatched. Clients with a TENDLER account may also be able to review order information through their account.
Each order is carefully prepared in TENDLER packaging appropriate to the product. To reduce unnecessary packaging, multiple items may be packaged together where appropriate.International orders may include documentation required by customs authorities.
Where gift-message service is available, the option will be displayed during checkout. Gift messages cannot ordinarily be added after an order has entered processing.
Pricing is generally not displayed inside the package. International shipments may require customs documentation showing the commercial value of the merchandise.
Order and payment confirmations will be sent to the purchaser using the information provided at checkout.
Available sizes and colors are displayed on the relevant product page. Placing an item in your shopping bag does not reserve it. Merchandise is reserved only once the checkout process has been completed and the order has been accepted.
When available, you may register to be notified if the item returns. Restock notifications do not reserve merchandise, and availability remains subject to demand.
Certain products may be replenished, while seasonal, limited, or individually produced items may not return. TENDLER cannot guarantee that a sold-out item will become available again.
A pre-order allows you to reserve an item before it is available for immediate shipment. The anticipated shipping period and applicable terms will be displayed on the product page.
Delivery dates are estimates and may change as production progresses. Pre-order items may be designated final sale.
Available and pre-order merchandise may be shipped separately. You will receive tracking information for each shipment as it is dispatched.
TENDLER may also hold the order until all merchandise is available where operationally appropriate.
An order may be cancelled due to inventory availability, payment authorization issues, inaccurate pricing or product information, suspected fraud, excessive return activity, unauthorized resale activity, or an inability to verify the information provided.
If your order is cancelled, you will be notified and any applicable payment authorization or charge will be released or refunded.
PAYMENT
Available payment methods are displayed during checkout and may vary according to your location, device, and order value.
All payments must be made using a valid payment method belonging to, or authorized for use by, the purchaser.
Payment is processed when your order is confirmed. Certain financial institutions may initially display the transaction as a pending authorization before the charge is finalized.
Pre-order payment terms will be displayed at the time of purchase.
A payment may be declined because of incorrect card information, insufficient funds, security restrictions, address-verification issues, or limits imposed by your financial institution.
Please confirm that your billing information is correct or contact your payment provider. TENDLER is unable to override a decision made by your financial institution.
TENDLER uses Shopify's secure payment-processing ensuring the protection of the information submitted during checkout. Payment details are processed by authorized third-party payment providers in accordance with their security standards.
Unless otherwise indicated during checkout, only one payment method may be used for each order.
Where installment payment services are available, the option will appear during checkout. Availability and approval are determined by the relevant payment provider and may vary by location, order value, and product.
Promotional codes may be issued at TENDLER’s discretion and remain subject to the conditions provided with the offer. Codes must be entered during checkout and cannot ordinarily be applied after an order has been placed.
Gift-card availability will be displayed on the official TENDLER website. Unless expressly stated otherwise, promotional codes may not be combined.
SHIPPING & DELIVERY
TENDLER delivers to select domestic and international destinations. Available delivery locations will be displayed during checkout after the shipping address has been entered.
TENDLER may restrict delivery to certain destinations because of carrier, customs, legal, or product limitations.
Available shipping services and their corresponding costs are displayed during checkout. Charges may vary according to destination, service level, package size, and order value.
Available merchandise generally ships within three business days after an order has been accepted, unless otherwise stated on the product page or during checkout.
Orders placed on weekends or public holidays will begin processing on the following business day. Pre-order, made-to-order, and limited-production items are subject to separate timelines.
Estimated delivery times are displayed during checkout and begin once the order has been dispatched.
All delivery dates are estimates only. Delays may occur because of carrier operations, weather, customs review, holidays, or circumstances beyond TENDLER’s reasonable control.
A shipping confirmation containing tracking information will be sent once your order has been dispatched. Tracking information may require up to 24 hours to update after the carrier receives the package.
Items from the same order may be dispatched separately because of availability, packaging requirements, or differing production timelines. You will receive separate tracking information for each shipment.
You will not be charged additional shipping fees solely because TENDLER divides an order into multiple deliveries.
Signature confirmation may be required for high-value orders or selected destinations. The carrier may not leave a signature-required package unattended.
The recipient is responsible for making suitable arrangements to receive the delivery.
Delivery to a P.O. box is available only where supported by the selected carrier and shipping service. Expedited, international, and signature-required shipments may require a residential or commercial street address.
TENDLER may deliver to APO or FPO addresses where supported by the applicable carrier. Available services and delivery times may be limited.
TENDLER does not ship to freight-forwarding or package-forwarding services. Orders addressed to such services may be cancelled.
Checkout will indicate whether applicable duties and taxes are included in the amount collected by TENDLER.
Where duties, taxes, or customs charges are not collected during checkout, they remain the responsibility of the recipient and may be payable directly to the carrier or local customs authority.
The recipient is responsible for all import duties, taxes, brokerage charges, and customs fees not expressly included in the order total.
TENDLER does not control these charges and cannot estimate every amount imposed by local authorities.
If an international shipment is refused, unclaimed, or rejected because applicable charges were not paid, it may be returned to TENDLER.
Any refund issued may be reduced by the original shipping charge, return shipping, duties, taxes, brokerage fees, and other costs incurred in recovering the package.
A package may be returned because of an incomplete or incorrect address, unsuccessful delivery attempts, refusal, failure to collect the shipment, or unpaid customs charges.
Please contact Client Services. Reshipment may require payment of additional shipping and related costs.
Please review the delivery location, surrounding area, building reception, and any delivery photograph provided by the carrier. You should also contact the carrier directly to request further information.
If the package remains missing, contact TENDLER Client Services promptly. We will assist with the carrier inquiry where possible, but resolution remains subject to the carrier’s investigation.
Retain the merchandise, exterior packaging, shipping label, and all packing materials. Photograph the condition of the package and contact TENDLER Client Services at support@maisontendler.com promptly.
Please do not discard or return the package until you have received further instructions.
RETURNS & EXCHANGES
Eligible merchandise may be returned within 14 days of delivery, subject to the conditions below.
Items must be unworn, unused, unwashed, unaltered, and returned with all original tags, accessories, protective materials, and packaging intact. TENDLER reserves the right to refuse any return that does not satisfy these requirements.
Contact support@maisontendler.com within 14 days of delivery and include your order number and the item or items you wish to return.
Merchandise must not be sent back without prior return authorization. Return instructions will be provided once the request has been reviewed and approved.
You must request authorization within 14 days of the date on which the order was delivered.
Return requests received outside this period may be declined.
An approved return must be handed to the carrier within five days of authorization. Returns shipped after this period may be refused.
Please retain your shipping receipt and tracking information until the return has been completed.
Return shipping is the responsibility of the client unless the merchandise has been confirmed by TENDLER to be incorrect, damaged, or defective.
TENDLER recommends using a trackable and insured shipping service. TENDLER is not responsible for return shipments that are lost or damaged before reaching us.
Original shipping charges are non-refundable except where required by applicable law or where TENDLER has confirmed that the order was fulfilled incorrectly.
Eligible merchandise may be exchanged, subject to availability and return approval. Please contact Client Services before sending the item back.
An exchange item cannot be guaranteed or reserved indefinitely. Where a direct exchange is unavailable, you may be asked to return the original item and place a new order.
TENDLER does not currently accept in-person returns. All approved returns must be sent according to the return instructions provided by Client Services.
No. Merchandise purchased from an authorized third-party retailer must be returned directly to the original place of purchase and remains subject to that retailer’s policies.
An eligible gift may be returned in accordance with the standard return policy. Please contact Client Services with the purchaser’s name, order information, or other available proof of purchase.
Refunds can ordinarily be issued only to the original payment method. The purchaser may therefore be notified of the return.
Items identified as final sale cannot be returned or exchanged. This may include sale merchandise, archive merchandise, gift cards, selected limited releases, and any other product expressly marked final sale before purchase.
The final-sale designation will appear on the relevant product page or during checkout.
Pre-order, made-to-order, custom, personalized, and limited-production items may be final sale. The applicable conditions will be disclosed on the product page before purchase.
Items that have been altered or personalized specifically for the client cannot be returned unless they arrive damaged, defective, or materially different from the order placed.
Returned merchandise must be unworn, unused, unwashed, unaltered, and free from damage, odor, fragrance, makeup, deodorant, stains, pet hair, or other signs of handling or wear.
All original tags, labels, accessories, protective materials, dust bags, boxes, and packaging must be included and returned in suitable condition. TENDLER may refuse a return or reduce the refund where permitted by law if these requirements are not met.
Please do not combine merchandise from separate orders unless Client Services has expressly instructed you to do so. Each return must be associated with the correct authorization and order information.
Returns are inspected after they are received. Please allow up to 10 business days from delivery to TENDLER for inspection and processing.
You will receive confirmation once the return has been completed. Processing may take longer during holidays or periods of unusually high volume.
Approved refunds are issued to the original payment method. TENDLER cannot redirect a refund to a different card, account, or individual.
After the refund has been issued, your financial institution may require additional time to post the funds to your account.
International duties, taxes, customs charges, and brokerage fees are non-refundable by TENDLER.
You may contact the relevant local customs authority to determine whether any amount may be reclaimed directly, but TENDLER cannot guarantee reimbursement.
Contact TENDLER Client Services promptly and provide your order number, a description of the concern, and clear photographs of the merchandise and packaging.
Please do not wear, use, repair, alter, or return the item before receiving instructions. Where TENDLER confirms a fulfillment error or qualifying defect, we will provide an appropriate resolution and cover the authorized return shipping.
SIZE & FIT
Please refer to the size guide and fit information provided on the relevant product page.
Because fit varies according to design, fabrication, and intended silhouette, we recommend reviewing the information for each individual item.
Available garment or product measurements are displayed on the product page or within the corresponding size guide.
Unless expressly stated otherwise, measurements are approximate and minor variations may occur during production.
Please review the intended fit described on the product page. For a closer fit, the smaller size may be preferable; for greater ease, the larger size may be more appropriate.
The correct choice will depend on the product, fabrication, and your personal fit preference.
Certain TENDLER garments are designed specifically for a women’s or men’s fit, while others are intended to be worn across traditional categories.
The product title, description, and size guide will indicate the intended fit. Clients may select any style according to their measurements and preferred silhouette.
Yes. Sizing and fit may vary according to the product category, material, construction, and intended silhouette.
Please do not assume that the same size will fit identically across denim, knitwear, outerwear, and accessories.
Yes. Contact support@maisontendler.com with the product name, your usual size, relevant measurements, and preferred fit.
Sizing guidance is advisory and cannot guarantee a particular fit, but our team will provide the most informed recommendation available.
TENDLER does not currently provide alteration services. Any alterations arranged independently are undertaken at the client’s responsibility and may make the item ineligible for return, exchange, repair, or further assistance.
PRODUCT INFORMATION & CARE
TENDLER products are developed and produced in Los Angeles in collaboration with local artisans and specialist manufacturers. Materials are sourced from selected mills, tanneries, and suppliers, including partners in Italy.
Specific origin and composition information is provided on each product page and care label.
TENDLER works with selected materials including recycled Italian denim, recycled cashmere and wool, organic cotton, and Italian leather.
Composition varies by product. Please consult the individual product page and sewn-in label for the exact material content.
Material composition and general care information are provided on the product page. Detailed instructions are also included on the care label attached to the item.
The care label should always take precedence over general guidance.
Always follow the care label provided with the garment. To preserve the color, structure, and character of denim, wash only when necessary, turn the garment inside out, use cold water and a mild detergent, and avoid bleach.
Air drying is generally recommended. Denim will naturally soften, fade, and develop individual wear patterns over time.
Knitwear should be handled gently and stored folded rather than hung. Follow the care label and use a specialist dry cleaner or gentle hand-washing method only where expressly permitted.
Avoid excessive friction, heat, moisture, and prolonged contact with jewelry or rough surfaces. Natural pilling may occur with wear and can be carefully removed with an appropriate cashmere comb.
Store leather goods in their protective dust bag in a cool, dry place away from direct sunlight, heat, and humidity. Avoid prolonged contact with water, oils, cosmetics, alcohol, and abrasive surfaces.
Do not overfill leather goods, as this may alter their shape. If professional cleaning or restoration is required, consult a specialist experienced in luxury leather.
Repair assistance may be considered on a case-by-case basis according to the product, its age, the nature of the concern, and the availability of materials or components.
Contact Client Services with proof of purchase and clear photographs. Repairs cannot be guaranteed and may be subject to assessment, service charges, shipping costs, and extended timelines.
TENDLER does not provide a general warranty against ordinary wear, accidental damage, misuse, improper care, alteration, or the natural evolution of materials.
This does not affect any rights available to you under applicable consumer law. Potential manufacturing concerns should be reported to Client Services with proof of purchase and photographs.
TENDLER products may incorporate natural materials, specialized finishing processes, garment washing, hand-applied treatments, or artisanal construction. Subtle variations in color, grain, texture, finish, and measurement are therefore possible.
These variations are not necessarily defects and may form part of the individual character of the product.
Yes. Leather may soften, darken, crease, and develop a patina. Denim may fade, relax, and form wear patterns unique to the wearer. Knitwear may soften and display a degree of natural pilling.
These changes are an expected result of use and contribute to the individual character of the piece.
AUTHENTICITY
Authentic TENDLER products may be purchased through the official TENDLER website and any authorized retailers expressly identified by TENDLER.
TENDLER cannot guarantee the authenticity, condition, origin, or quality of merchandise purchased from unauthorized sellers or resale platforms.
Authenticity is best assured by purchasing directly from TENDLER or an authorized retailer and retaining the original proof of purchase.
Product packaging, labels, serial information, photographs, or online listings alone may not establish authenticity.
TENDLER does not currently provide a formal authentication service for merchandise purchased through resale platforms, private sellers, auction sites, or unauthorized retailers.
Any authentication offered by a third party is independent of TENDLER.
Please contact support@maisontendler.com with the seller’s name, website or listing, photographs, and any other relevant information.
TENDLER may review the report and take action where appropriate, but may not be able to provide updates regarding any investigation.