Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@maisonalia.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@maisonalia.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@maisonalia.com.
Exchanges
Contact us at info@maisonalia.com with your order number.
Customers can exchange item(s) within 14 days after reception, in perfect condition (non-used item(s) / in new condition), at your own expense, if & only if, item is not personalised.
Completed exchanges (the returned item(s) and the packaging has to be in unused / as new condition) will be sent back for free in Europe, and to the customers charge for International.
Returns
Contact us at info@maisonalia.com with your order number.
Customers can return item(s) within 14 days after reception, in perfect condition (non-used item(s) / in new condition), at your own expense, if & only if, item is not personalised.
Completed returns (the returned item(s) and the packaging has to be in unused / as new condition) will be refunded.
Please ensure you obtain a proof of postage for your own records. A customer service representative will then be in touch with you once the garment has arrived back with us to start your refund process. Your refund will then take between 7-10 days to process fully.
In case of an error from our end and a return is necessary, returns should be sent using the post, not express shipping. In case of returning items back to us from countries outside of the EU, please describe a lowered commercial value on the invoice as extra costs from taxes will be charged back to the customer.
Cancellation of orders
If you have placed an order but then wish to change or cancel it, please contact us as soon as you can, at info@maisonalia.com. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the standard Returns procedures.
If the order has not yet been processed and is subject to cancellation, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account.
If an in stock/activated order is cancelled before it has been sent out we reserve the right to charge a restocking fee of €5,00.