Refund policy

 

Return and Exchange Policy

1. Order Cancellation

Orders can be canceled within 4 hours of purchase, as long as they have not been processed. After that, the order is in processing and can no longer be canceled.

If we are unable to ship your order within the timeframe stated in our Shipping Policy, we will notify you and you may cancel for a full refund.

2. Exchanges

One exchange per order, within 30 days of delivery. Keep your original item; there is no need to send it back. You only pay the shipping cost of the new item ($13).

3. Full Returns

You have 30 days from the date you receive your order to request a return. Return requests made after 30 days cannot be accepted.

  • The item must be unworn, unwashed and in its original condition, with all tags attached and in its original packaging. Items showing signs of wear, or makeup, deodorant or perfume marks, cannot be accepted.
  • Return shipping costs (including customs clearance) are the customer’s responsibility. Returns are sent to our international returns center, so please use a shipping method where you, as the sender, are responsible for customs clearance. Methods that require the recipient to handle clearance cannot be used, as our warehouse will not be able to receive the package.
  • ⚠️ Please do not send your return to the address on the original package. That address belongs to our logistics partner’s facility, and they cannot process returns. Contact us first to get the correct return address.

4. How to Start a Return

  • Step 1: Email info@maisonmariella.com with your order number and the reason for your return.
  • Step 2: We review your request and send you the return authorization and the correct address within 24 hours.
  • Step 3: Send the item back within 7 days of receiving the instructions, using a tracked shipping method. Please share the tracking number once it ships. We are not responsible for lost return packages, and returns without a tracking number cannot be accepted.

5. Damaged or Incorrect Items

Contact us within 7 days of delivery with photos or videos showing the problem. For orders under $40, we issue a refund or replacement based on the photo evidence alone; you do not need to return the item. For orders of $40 or more, a tracked return is required before a refund is issued; in all cases, a replacement is offered with no return needed.

6. Refund Processing

Once we receive your return, we inspect it within 3 to 5 business days and let you know whether it has been approved or declined. Approved refunds are issued to your original payment method within 14 business days.

7. Non-Returnable Items

  • Gift cards
  • Final sale items
  • Promotional items, free gifts or mystery box products
  • Items without proof of purchase
  • Items damaged by customer use, improper washing or alteration

8. Delivery Issues

We are not responsible for failed deliveries caused by incorrect or incomplete shipping information provided by the customer (wrong address, missing apartment number, etc.). Please review your shipping details carefully at checkout.

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Returns & Exchanges at a glance

  • Wrong size? One exchange per order within 30 days. Keep the original; you only pay $13 shipping for the new one.
  • Changed your mind? Request a return within 30 days of delivery. Item must be unworn with tags. Return shipping is on you.
  • Arrived damaged or wrong? Email us photos within 7 days and we’ll make it right.
  • Start here: info@maisonmariella.com

Maison Mariella. Monday to Sunday.