How to contact Maëlys customer service by phone — practical, expert guidance

Where to find the official phone number

The single safest source for a company’s customer-service phone number is the company’s official channels: the “Contact” or “Mentions légales / Legal notice” page on its website, the company mobile app, the invoice or the packing slip that accompanied your order. On a French company website the phone number will typically appear as a geographic number (01/02/03/04/05) or as a national non‑geographic number (08xx) and the legal notice will also list the company’s SIREN/SIRET and registered address — all data you should verify before calling.

If you cannot find an obvious number, verify the domain (look for the exact company domain and the HTTPS padlock), then check the “About” page, press releases and the company’s verified social accounts (blue checkmark on Twitter/X, Facebook, Instagram). As a rule of thumb, never call a number found only in a third‑party marketplace listing or an unsolicited email without cross‑checking on the official site; scams often use convincing but unofficial numbers. Example number formats to expect: French landline +33 1 XX XX XX XX, mobile +33 6 XX XX XX XX, or non‑geographic 0800/0899-style numbers (format 08X XX XX XX).

What to expect when you call and how calls are charged

Typical customer‑service opening hours for European and North American companies are Monday–Friday 09:00–18:00 local time; some companies offer extended hours (08:00–20:00) or weekend coverage. Average in‑queue wait times for well‑staffed teams are 2–10 minutes; at peak times (sales, product launches, delivery windows) wait times can rise to 20–45 minutes. If hold music is excessive, ask for a callback option — many systems offer to keep your place and ring you back.

Understand the likely cost before calling: geographic numbers are usually billed at standard landline rates; mobile numbers or non‑geographic numbers (08x in France) can be higher. For example, standard French fixed‑line calls typically cost €0.01–€0.10/min from a landline plan, while some premium non‑geographic numbers cost €0.20–€1.00/min or have a per‑call connection fee. If cost is a concern, request an alternative channel (email, chat) or ask for a freephone number (0800/0805 in France) or an international toll‑free number such as +800 where available.

Before the call: prepare and speed up resolution

Preparation reduces call time and increases first‑contact resolution rates. Have your order number, customer ID, product SKU, payment reference (last 4 digits of card), delivery tracking number and exact timestamps ready. If your issue concerns a refund, note the payment method and date; refunds by card are typically processed in 5–14 business days, depending on the bank. If the issue is a defective product, have 2–4 photos ready to email or upload — agents resolve visual issues far faster with clear evidence.

Insist on a case/ticket number at the end of the conversation and note the agent’s name, the exact wording of any promises (refund amount, delivery date) and the timeframe given. If you receive a promise without a ticket number, ask the agent to confirm it in writing (email or SMS). Companies that track cases report a 60–80% faster resolution when a ticket number is used by both customer and agent.

• Checklist to have before you call: order number, customer account email, last 4 digits of payment card, delivery/tracking number, product SKU, photos/screenshots, preferred remedy (refund/replacement/repair), availability windows for follow‑up calls.

Alternative channels, escalation and legal remedies

If phone contact fails, use the company’s official email address (shown in legal notices), live chat on the website (often the fastest for simple queries), or verified social media channels. For purchase disputes in the EU, you can use the European Commission’s Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr — file a complaint online and it will be routed to the appropriate national body. In France, consumer enquiries and complaints can be raised via the DGCCRF information pages: https://www.economie.gouv.fr/dgccrf.

If you need to escalate formally, send a registered letter with acknowledgment of receipt (lettre recommandée avec AR) to the company’s registered address found under “Mentions légales”; include copies of invoices, screenshots and a clear statement of the remedy sought and a deadline (typically 14 calendar days). For distance selling (online purchases) consumers in the EU retain a 14‑day right of withdrawal from the date of delivery; refund processing timelines and shipping cost responsibilities are defined by EU law (Directive 2011/83/EU, widely implemented since 2014).

• Escalation steps (practical): 1) call and request ticket; 2) follow up by email quoting ticket; 3) use live chat or social DM with ticket reference; 4) registered letter if unresolved after stated timeframe; 5) file ODR/consumer authority complaint if legal remedy needed.