Returns

Maison & Mer Return Policy

At Maison & Mer, we understand that sometimes an item may not be quite right—and we're here to help. We gladly accept returns on eligible items, provided the conditions below are met.

Return Eligibility

Due to the hand-curated nature of our collection, limited production runs, and specialty items sourced in small quantities, Maison & Mer maintains a short and strictly enforced return window. This allows us to preserve the quality, integrity, and availability of our offerings.

To initiate a return, you must contact Customer Support via the email link on our Contact Page before sending your item back. Returns sent without prior approval may be refused.

Eligible returns must meet all of the following conditions:

• A return request must be submitted within 48 hours of delivery
• The item must be shipped back within 48 hours of return approval, excluding Sundays and holidays
• Tracking information is required and must be provided once the return has been shipped
• The item must be in its original, unused, and unopened condition
• All original tags, packaging, components, inserts, and materials must be intact
• Items that have been worn, used, laundered, or altered in any way are not eligible for return

Please note the following exclusions and requirements:

• Final sale items are not eligible for return
• Personal hygiene items are not eligible for return
• Please include the return receipt label provided with your original shipment inside the return package

Original shipping fees are non-refundable. Return shipping is the responsibility of the customer unless an item arrives damaged or incorrect.

Shipping insurance is not required; however, it is strongly recommended. Maison & Mer is not responsible for items that are lost or damaged during return transit, and no refund will be issued for items that are not received back in acceptable condition.

Late Return Request

Due to the hand-curated nature of our collection and limited production runs, Maison & Mer strictly enforces a 48-hour return request window from the time of delivery.

It is the customer’s responsibility to ensure availability to receive their package and to inspect the item promptly upon delivery. We are not responsible for delays caused by a customer being unavailable to receive their shipment or for failure to initiate a return request within the required timeframe.

Return requests submitted more than 48 hours after delivery will not be approved. Items returned or received outside of this 48-hour window are not eligible for processing and may be returned to the sender at the customer’s expense.

We strongly recommend arranging for someone to be available to receive your delivery if you anticipate the need to request a return, as exceptions cannot be made once the 48-hour window has passed.

Returns sent without prior approval from Maison & Mer are considered unauthorized. Any unauthorized returns will be refused upon delivery and automatically returned to the sender at the customer’s expense. No refund or store credit will be issued for unauthorized returns.

Customers are responsible for ensuring that a return request is approved before shipping any item back. Items shipped back without authorization are sent at the customer’s sole risk, and Maison & Mer assumes no responsibility for associated shipping costs, loss, or damage.

Final Sale Policy

Items marked Final Sale are not eligible for return, refund, or exchange. This includes, but is not limited to:

• Discounted or promotional items

• Intimate or personal-use products (such as robes, eye masks, and body care)

• Seasonal or limited-release collections

All final sale purchases are considered final at checkout, and no exceptions will be made. We encourage you to review all product details carefully before purchasing.

Product Authenticity Policy

Maison & Mer only accepts returns for products originally sold and shipped by our store. We cannot process returns, refunds, or claims for products not part of our inventory, regardless of how they were received.

If an item you received is not listed in our product catalog, it is not eligible for return or refund under any circumstance.

Damaged Item Claims

Every Maison & Mer order is hand-packed and inspected to ensure it arrives in pristine condition. In the rare event your item arrives damaged, please notify us within 2 days of delivery. Maison & Mer cannot process damage claims made after the 48-hour window and cannot accept items returned without prior approval. This policy applies equally to gifted items and items delivered to a recipient other than the original purchaser.

To begin a claim:

Contact Customer Support via our Contact Pag

To submit a damage claim, you must provide all of the following:

Three clear photos, including:

– the damaged item
– the outer shipping packaging
– the shipping label

Please note the following critical requirements:

• Do not return the item until your claim has been reviewed and formally approved
• Retain all original packaging, materials, inserts, and components exactly as received
• Do not discard any packaging or materials under any circumstances
• The item and packaging must be held in their original condition until you receive return instructions from Maison & Mer

Failure to retain the item and all original packaging, or returning an item prior to approval, may result in the claim being denied. These requirements are necessary for verification and for filing insurance claims with our shipping partners.

Once a damage claim has been reviewed and approved, Maison & Mer will issue a prepaid return label. Upon receipt and inspection of the item, you may choose one of the following, subject to availability:

• A full refund to the original payment method
• An exchange if quantity is available
• Store credit

Our Commitment

Every return and claim is handled with care and integrity. We remain committed to ensuring your experience reflects the craftsmanship, quality, and service that Maison & Mer represents.