Refund Policy

REFUND AND RETURNS POLICY

We want you to be happy with what you buy from Maison London. If something is not right, this policy explains exactly what you are entitled to.

Your Right to Cancel

If you are a consumer in the UK or EU you have a legal right to cancel your order within 14 days of receiving it, for any reason, without needing to give an explanation. You then have a further 14 days to send the item back.

Our 30-Day Returns Window

On top of your legal rights, we accept returns for up to 30 days from delivery. To be eligible the item must be unworn, unwashed, in its original condition, and with any tags still attached.

Items We Cannot Accept

  • Pierced jewellery and earrings, for hygiene reasons
  • Underwear and swimwear where the hygiene seal has been removed
  • Items damaged through wear, washing or alteration by the customer

How to Start a Return

Email [YOUR SUPPORT EMAIL] with your order number and the item you wish to return. We will reply within 24 to 48 hours with the correct return address and instructions. Please do not send anything back before contacting us, as returns sent to the wrong address may not reach us.

Return Postage

If the item is faulty, damaged, or not what you ordered, we cover the cost of return postage. If you are returning an item because you changed your mind, the return postage is your responsibility. We recommend a tracked service, as we cannot process a refund for a parcel that never arrives.

Refunds

Once we have received and inspected your return we will email to confirm it. Your refund is then issued to your original payment method within 14 days. Depending on your bank or card provider it can take a few additional working days to appear on your statement.

Refunds are issued in full to your original payment method. We do not substitute a partial refund, discount code, or store credit in place of a refund you are entitled to, unless you specifically ask us to.

Faulty or Incorrect Items

If your item arrives faulty, damaged, or is not the item you ordered, contact us within 30 days with a photograph. You are entitled to a full refund, including your original delivery charge, or a replacement — whichever you prefer.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a new order for the size or colour you want.

Contact

Email [YOUR SUPPORT EMAIL]. Monday to Friday 9:00 am – 6:00 pm, Saturday 9:00 am – 5:00 pm.