Returns
Return Policy
We have a 7 day return policy, which means you have 7 days after receiving your item to request a return. Request made out of the 7 day window will not be accepted and no exceptions will be made. Please use the packing slip instructions and address.
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@maisonandmer.com.
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@maisonandmer.com.
Return Shipping
Unless the item received is defective, damaged in transit, or differs from the item ordered, all costs associated with returning merchandise are the responsibility of the customer. Customers are responsible for arranging and paying for return shipping.
All returns must be shipped using a trackable shipping method that provides proof of shipment and delivery. Customers are required to retain their tracking number and proof of shipment until the return has been confirmed as received by us. We strongly recommend purchasing shipping insurance for the full value of the merchandise when returning an item.
Once an item has been shipped back to us, the customer assumes responsibility for the merchandise until it is received by us. We are not responsible for merchandise that is lost, stolen, or damaged while being returned to us. If an item is lost or damaged during return transit, any claim for loss or damage must be made by the customer directly with the shipping carrier or insurance provider. Return shipping costs are non-refundable.
Return Shipping Deadline
Once a return has been approved, the customer has 7 calendar days from the date of approval to ship the merchandise back to us. The merchandise must be physically tendered to the shipping carrier within this 7-day period. Creating a shipping label or scheduling a pickup does not constitute shipment unless the carrier has taken possession of the package.
Returns shipped after the 7-day period may be refused and/or deemed ineligible for a refund at our discretion.
Damages and issues
Customers must inspect all merchandise promptly upon delivery. Any merchandise that arrives damaged must be reported to us within three (3) calendar days of delivery. Damage claims submitted after this three-day period may be denied.
To report damaged merchandise, customers must contact us within the three-day reporting period and provide photographs of the damaged merchandise and its packaging. Upon notification of a damaged item, we will provide the customer with additional instructions regarding the specific photographs and documentation required to evaluate the claim.
All original packaging, boxes, protective materials, inserts, labels, tags, and other packing materials, as well as all pieces and components of the merchandise, must be retained until the claim has been fully reviewed and resolved. Customers must not discard, alter, or otherwise dispose of any packaging or merchandise components while a damage claim is pending.
The original packaging and packing materials may be required for inspection or to substantiate a claim with the shipping carrier. Failure to retain the original packaging, packing materials, or any portion of the merchandise may prevent us from being able to process or substantiate the claim and may result in the return, replacement, or refund being denied.
Customers should not return damaged merchandise unless and until they have received return instructions from us. We reserve the right to request additional photographs, documentation, or other information reasonably necessary to evaluate the condition of the merchandise and determine the appropriate resolution.
Nothing in this policy limits any rights or remedies that cannot lawfully be waived under applicable law.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, Tea, oils or any consumable item), 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.
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@maisonandmer.com.
Final Sale Items
All merchandise designated as “Final Sale” is sold on a final and non-returnable basis. Final Sale merchandise is not eligible for return, exchange, cancellation, store credit, or refund due to change of mind, preference, size, color, style, fit, or any other reason unrelated to a defect or an error on our part.
Final Sale merchandise is clearly identified as such at the time of purchase. By purchasing Final Sale merchandise, the customer acknowledges and agrees that the sale is final and that the merchandise cannot be returned or exchanged.
Final Sale merchandise is not eligible for return due to normal variations in color, texture, finish, grain, pattern, or other characteristics inherent to the materials or handcrafted nature of the product, where applicable.
If Final Sale merchandise arrives damaged, defective, or is not the item ordered, the customer must report the issue within three (3) calendar days of delivery and comply with our Damaged Merchandise Claims requirements, including providing the requested photographs and retaining all original packaging, packing materials, pieces, and components.
We reserve the right to request photographs, documentation, or other information reasonably necessary to evaluate any claim involving Final Sale merchandise. No Final Sale merchandise should be returned without prior authorization and instructions from us.
Nothing in this policy limits any rights or remedies that cannot lawfully be waived under applicable law.
Product Authenticity
Maison & Mer only accepts returns for items originally sold and shipped directly by our store. Products not listed within our official inventory are not eligible for return, refund, or claim under any circumstance.
Our Commitment
Every return and claim is reviewed with care, consistency, and discretion. Maison & Mer is committed to providing a refined, transparent experience that reflects the quality, craftsmanship, and service standards of our brand.