FAQ
🛒 Orders and Payment
1. How to order from Mahelso?
It couldn't be simpler! Simply choose the product you want, click "Buy Now ," and then follow the steps to securely confirm your order.
2. What payment methods do you accept?
We accept credit cards (Visa, Mastercard, Amex) , Apple Pay , Google Pay , and PayPal . All payments are 100% secure thanks to SSL encryption.
3. Is my payment secure?
Absolutely. Our store uses the latest security technologies to ensure your data remains confidential. Your banking information is never stored.
📦 Delivery
4. What are the delivery times?
Our average delivery time is 7 to 14 working days for France and Belgium. For some products, the time may vary slightly depending on demand or storage location.
5. Where do you deliver?
We currently deliver to France, Belgium, Luxembourg, Switzerland , and most other European countries. If you have any questions, please do not hesitate to contact us.
6. Is shipping free?
Yes! Standard shipping is free on most of our products, with no minimum purchase.
7. How do I track my order? As soon as it is shipped, you will receive an email with a tracking
link . You can also use our Order Tracking page by entering your order number.
🔁 Returns and warranties
8. Can I return a product?
Yes. You have 14 days after receipt to return an item if it does not suit you. Products must be unused and in their original packaging .
9. Who pays the return shipping costs?
In the event of an error or defective product, we will cover the return shipping costs. If the return is due to a change of mind, the return shipping costs are your responsibility.
10. Is there a warranty?
Yes! Our products are backed by a 14-day money-back guarantee . Some products, like our self-cleaning litter box, also come with a 12-month manufacturer's warranty against technical defects.
🐱 About the self-cleaning litter box
11. Do all cats use it easily?
Most cats adapt very quickly. We recommend a gentle transition phase: place the new litter box next to the old one for a few days.
12. Is it noisy?
No. The litter box is equipped with a silent system that won't disturb your pet. Cleaning is automatic and discreet.
13. How does automatic cleaning work?
A sensor detects the cat's presence and then starts automatic cleaning a few minutes later. Waste is stored in a closed, easy-to-empty compartment.
14. What litter should I use?
We recommend a fine , unscented, clumping litter for optimal performance. Avoid silica or heavy litters.
15. Is it easy to clean?
Yes! The bin is removable and washable , and the waste compartment empties in seconds.
🧾 Service client & contact
16. How can we contact you?
You can write to us at any time via noreply@mahelso.com or by using our contact form on the website.
17. How quickly do you respond?
We respond to all requests within 24 to 48 business hours .
18. Do you have phone support?
Currently, our customer service is 100% online to ensure a fast and traceable response.
🛡️ Security & reliability
19. Is your website reliable?
Yes. Mahelso is a registered brand with verified logistics partners. All transactions are protected by HTTPS/SSL security certificates.
✨ Need more help?
📩 Contact us anytime via noreply@mahelso.com .
We are here to help you, before, during, and after your purchase.