Refund Policy
Effective Date: January 1, 2025
Our Return Promise
At MAISON, we believe every piece you bring into your home should feel exactly right. If for any reason you are not completely satisfied with your purchase, we offer complimentary returns within 30 days of delivery. No questions asked — just the quiet confidence that comes with shopping a brand that stands behind every item it creates.
Eligibility
To qualify for a return, the following conditions must be met:
- The item must be returned within 30 days of the delivery date.
- Items must be in their original, unworn, and unwashed condition with all tags attached.
- Products must be returned in their original MAISON packaging, including dust bags, boxes, and any accompanying materials.
- Proof of purchase (order confirmation email or packing slip) is required.
- Items must be free of perfume, deodorant, makeup, or any other signs of wear.
How to Initiate a Return
We have streamlined our return process to make it as effortless as possible:
- Step 1: Visit our Order Tracking page and locate your order, or email us at returns@maison.com with your order number.
- Step 2: You will receive a prepaid return shipping label via email within one business day.
- Step 3: Carefully pack your item(s) in the original packaging and affix the provided label.
- Step 4: Drop off the package at any authorized carrier location. We recommend requesting a receipt for your records.
Refund Processing
Once we receive and inspect your return, you will be notified via email. Please allow the following timeframes:
- Inspection & approval: 1–3 business days after we receive the item.
- Refund issued: Within 5 business days of approval.
- Funds in your account: 5–10 business days depending on your financial institution.
Refunds are credited to the original payment method used at checkout. If you paid with a gift card, the balance will be returned to a new MAISON digital gift card sent to your email.
Exchanges
We want you to find the perfect fit. If you would like to exchange an item for a different size or colour, simply initiate a return and place a new order for the desired item. This ensures the fastest turnaround and guarantees availability. MAISON does not charge return shipping on exchanges for domestic orders.
Non-Returnable Items
Certain items are considered final sale and cannot be returned or exchanged:
- Items marked as "Final Sale" at the time of purchase.
- Personalized, monogrammed, or custom-made pieces.
- Intimate apparel and swimwear (for hygiene reasons).
- Gift cards.
- Items that have been altered, tailored, or damaged after delivery.
Damaged or Defective Items
MAISON upholds the highest standards of quality. If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@maison.com. Include your order number and photographs of the issue, and we will arrange for a complimentary replacement or full refund — whichever you prefer. We will also cover return shipping for any defective items.
International Returns
We welcome returns from international customers. Please note the following:
- International returns must be initiated within 30 days of the delivery date.
- Return shipping costs for international orders are the responsibility of the customer, unless the item was received damaged or defective.
- Any customs duties or taxes paid at the time of delivery are non-refundable by MAISON. We recommend contacting your local customs office to inquire about reclaiming duties on returned goods.
- Please allow an additional 5–10 business days for international returns to reach our facility.
Contact Us
If you have any questions about our refund policy or need assistance with a return, our client care team is here to help.
- Email: support@maison.com
- Phone: +1 (800) 555-0199
- Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
You may also reach us through our Contact Us page. We aim to respond to all enquiries within 24 hours.