Orders and Returns

Returns

We hope you’re delighted with your order. If you’re not perfectly satisfied, you may request a return within 28 days of delivery. Once approved, you have an additional 14 days to return the item(s).

Need assistance? Please contact our Customer Care Team.

How to Use Our Returns Service

  1. If you used Guest Checkout, create an account. Otherwise, sign in and go to your Order History.
  2. Click the “RETURN ITEMS” button next to the order you wish to return.
  3. Select the products and reason for return. Click “REVIEW RETURN”.
  4. Choose your refund method and click “BOOK COLLECTION”.
  5. Book collection online or by phone, confirming pickup address and date.
  6. Write your Return Authorisation Number (RMF) on the return invoice.
  7. Pack the items in their original packaging, covering the old label with a return label.
  8. On collection, hand the parcel and invoice to the driver. You will be notified by email once processed.

Returns Policy

  • Return requests must be made within 28 days of delivery.
  • Returns are accepted for size/color exchange, store credit, or refund.
  • Security tag must be intact and attached to the item.
  • Items must be unworn, unwashed, and unaltered.
  • Return shipments are FREE when using our courier service.

Types of Returns

1. Size/Color Exchange

Exchange available only for the same item in a different size or color, if in stock.

2. Store Credit

  • Store Credit issued once return is processed.
  • Valid for 3 months.
  • Not cumulative with other credits.
  • Must be used in one transaction of equal or greater value.

3. Refund

  • Refunds issued once return is accepted by our QC team.
  • Refunds processed to original payment method.
  • Original shipping costs refunded only if all items are returned.
  • Currency exchange differences will not be reimbursed.

Return Terms & Conditions

  • Items must be returned with all original labels, tags, accessories, and packaging.
  • Footwear soles must be in perfect condition.
  • Use original MaisonDesigners box when possible.
  • Returns shipped with unauthorized couriers may be refused.
  • Unauthorized or non-compliant returns may be refused or subject to a 10% fee.

Exceptions to Withdrawal Rights

  • Sealed items unsealed after delivery (hygiene-sensitive products).
  • Perishable goods or items with short expiration.
  • Customized or made-to-order goods.
  • Special orders (items ordered specifically for the customer).

Refunds

  • Refunds issued to original payment method or store credit.
  • Original shipping costs not refunded unless all items are returned.
  • Allow up to 10 business days for processing.
  • All items must be in original condition with all packaging and tags intact.

Late Returns

You must request your Return Number (RMF) within 28 days of receipt. Items must be returned within 14 days of receiving your RMF.

Returns outside of this timeframe may be accepted at our discretion and refunded as store credit only.

Exchanges

We do not offer direct exchanges. To exchange, please return the original item for a refund or store credit, then place a new order.

Frequent Returns

Accounts with high return rates may be reviewed and deactivated until further clarification. Our team will contact you if action is required.

Quality Control

All items are inspected before shipment. If an item arrives damaged or defective, contact our Customer Care Team immediately.

Bags and Accessories

  • Include all original packaging, tags, authenticity cards, and dust bags.
  • Handle light-colored items with care when trying them on.

Fine Jewellery

  • Must be returned unworn, with presentation box and original tags/cards.

Luxury Watches

  • Must be unworn, with protective cover, warranty, and all packaging.
  • Ensure all original elements are included in the return package.