Terms of service

Last updated: 26 October 2026

About these terms

These terms apply to the use of the Maison Mata website and purchases made at maisonmata.com or in our boutiques. “We”, “us” and “our” refer to PT MAISON MATA GROUP, trading as Maison Mata. Our online store is hosted by Shopify; your purchases are made from PT MAISON MATA GROUP.

The provisions on customer accounts and online ordering concern purchases on the website. Those on delivery apply whenever shipping is arranged, including for a purchase made in store.

Read these terms alongside our returns and exchanges policy, our shipping policy and our privacy policy.

Nothing in these terms limits the rights or remedies available to you under applicable law, including in relation to defective products, non-conformity, cancellation or delivery problems.

Company information

PT MAISON MATA GROUP
Business Registration Number (NIB): 0220408832355
Jalan Pura Batu Mejan 32, Canggu, Kel. Canggu, Kec. Kuta Utara, Kab. Badung, Prov. Bali, Indonesia.

Your details and account

When you provide contact, billing or delivery details for a purchase, make sure they are accurate. If you use an online account, keep your login details confidential. Contact us if you notice an error in your order or suspect unauthorised use of your account.

You must have the legal capacity to enter into a purchase contract. Do not use the website to commit fraud, impersonate someone, carry out illegal activity or disrupt its operation.

Products and personalised orders

Maison Mata offers sunglasses, optical frames, lenses and eyewear accessories. The information shown online or in store and the details agreed for your purchase describe the item and options you choose.

Screen settings and lighting can affect how colours appear. Materials and hand-finished details may also vary slightly. This does not affect your rights if the product does not match its description or the agreed order.

For Handmade, personalised and Tailor-Made glasses, production time is separate from preparation and shipping. See our shipping policy for current estimates.

Orders and changes

For an online purchase, placing an order constitutes an offer to buy. Your order is accepted when Maison Mata confirms it by email and your payment has been successfully processed.

In store, the items, options and payment arrangements are agreed with our team when you purchase or place an order.

Check the model, colour, size and lens options before ordering. If you need to change or cancel an order, contact us with its number. We will check its status and explain the changes that are possible, as well as your rights under the law.

We examine product or order problems before confirming a repair, replacement or refund, as set out in our returns and exchanges policy.

Prices and payment

Our displayed product prices include the taxes applied to the sale by Maison Mata. Where shipping is required, it is charged separately. This does not mean that customs duties or import taxes imposed by the destination country are included; how these are handled depends on the destination and shipping arrangements. Contact us before ordering if you need clarification. Online payments are processed by Xendit or PayPal. In store, payment is made using the methods accepted there. We do not offer instalment payments or tax-free shopping.

The price and charges applicable to your purchase are those agreed for your order. A change to website prices does not change an existing order.

Delivery

For purchases requiring shipping, we send orders from Bali to the destinations we serve in Indonesia and internationally. Allow 1 to 2 working days for preparation, then around 2 to 5 working days in transit within Indonesia or 7 to 14 working days internationally. Production time is additional to these estimates.

Contact us with your order number for tracking, an address change, a damaged parcel or another delivery problem. Our shipping policy provides further details.

Warranty and care

Our commercial warranty and lifetime care cover different things. The warranty depends on the product and, for prescription lenses, the laboratory. A warranty replacement does not restart the warranty period: the original purchase date remains the reference.

Lifetime care for Maison Mata glasses includes adjustments, replacement screws and nose pads, and acetate polishing. This does not mean that every repair or replacement is free.

If you suspect a manufacturing defect, contact us with your order details and clear photos. We examine the problem before confirming a repair, replacement or refund. Damage alone does not establish a manufacturing defect. See our returns and exchanges policy.

For a service, warranty claim or exchange outside Indonesia, shipping costs are charged separately, subject to applicable legal rights.

Optical information

For questions about your prescription or lens options, speak to our opticians. Information on the website does not replace an individual assessment of your vision or eye health.

Website content and third-party services

Our designs, photographs, text, logos and other website content are protected by applicable intellectual property rights. Contact us before using Maison Mata content for commercial purposes.

The website may link to services or websites operated by other providers. Their terms and privacy information may apply when you use them. This does not remove any responsibility that applicable law places on Maison Mata.

Personal data

Our privacy policy explains how personal data is used. We keep our optical customers’ records in Notion and Shopify and share the information needed to prepare the lenses with the relevant laboratory. We do not use prescriptions or eye exam information for marketing. Our privacy policy explains this processing and your rights.

Questions and complaints

Email hello@maisonmata.com or contact us on WhatsApp at +62 812 3866 0613, including your order details and the problem you have encountered. We will examine it and explain the available solution.

Governing law and consumer rights

These terms are governed by Indonesian law. This does not exclude mandatory consumer protections applicable where you live or limit your right to make a complaint or bring a claim before a competent authority or court.

If a provision cannot be enforced, the others remain applicable to the extent permitted by law. Nothing in these terms excludes liability that cannot lawfully be excluded.

Updates to these terms

We may update these terms for future use of the website and future purchases, both online and in store. These updates do not remove rights relating to an existing purchase.