Exchanges and Returns

RETURNS

We hope you’re delighted with your order.
If you’re not perfectly satisfied, you may request a return for your item(s) within 28 days.
You will then have a further 14 days following your request to return unsuitable items.
Need assistance? Please contact our Customer Care Team here.
Contact Us

HOW TO USE OUR RETURNS SERVICE

1. If you have placed your order via Guest Checkout, you will need to create an account. Otherwise, sign in as normal. Go to your Order History and click the ‘RETURN ITEMS’ button next to the order you want to return.
2. Select the products you want to return and provide a reason for return from the dropdown menu. Click ‘REVIEW RETURN’.
3. Select your preferred refund method and click ‘BOOK COLLECTION’.
4. You can now book collection online or over the phone. You will need to confirm your collection address and date for pick up.
5. You should now have a Returns Authorisation Number (RMF) – write this in the designated section on the return invoice that came with your order.
6. Pack the items. Use the original packaging provided to wrap the item(s) you are returning. Ensure the previous delivery label is covered with one of the returns labels. Please contact our Customer Care team if you don’t have a returns label.
7. Upon collection, hand the parcel and returns invoice to the driver. You will be notified by email once your return has been received and processed by MAISON DESIGNERS at our distribution centre.

RETURNS POLICY

If for any reason Clients are not satisfied with an order, the items can be returned for Size/Color Exchange, Store Credit or Refund within 28 days of the order’s delivery date.
The Security Tag must still be intact and attached to returned items.

Return Instructions

To request a return go to MY AREA and either sign in to your account or enter your email and order number. Next, select the items to return and the desired type of return.
Once completed, MAISONDESIGNERS will send a confirmation email, with the Return Authorization Number (RAN), the shipping label and instructions for the return shipment.
The return shipment is FREE when shipped using the courier provided by MAISONDESIGNERS.If the return package is shipped using a different courier than the one provided, all consequent costs will be the Client’s responsibility.Returns must be shipped within 28 days of the order’s delivery date.

Types of Returns

1 Size/Color Exchange

Items can be exchanged only when a different size or a different color of the same Item Code is available. The new item will be eligible for return through the same return procedure.

2 Store Credit

As soon as the return has been processed, the Client will receive a code for the total value of the returned items, which may be used on future purchases.
Original shipping costs incurred will only be included in the Store Credit amount if all items from the order are returned.

Store Credit:

can be used one time only within three months of the return;is not cumulative with other Store Credits;must be used in its entirety on an order that is either equal to or greater than the value of the Store Credit.

3 Refund

Refunds will be processed as soon as returned items have been checked and accepted by MAISONDESIGNERS.For orders paid by Credit Card, the refunded amount will be available to Clients in roughly 10 days and within their next billing statement.
Processing time may vary depending on the Credit Card Company.Orders paid by PayPal, Alipay, WeChat Pay or by Bank Wire Transfer will be refunded to the original account.Refunds will be issued in the same currency as the original purchase.
Any differences in the amount refunded are due to exchange rate fluctuations and will not be reimbursed. Any original shipping costs incurred will only be refunded to the Client if all the items purchased in the order are returned.

Return Terms & Conditions

The Security Tag must still be intact and attached to returned items. Items must not have been worn, washed or altered in any way, and must not show any signs of use. Soles of footwear must be in perfect condition and must not be marked in any way.

Items must be returned with all original labels and tags still attached, packaging and other accessories (dust bags, hangers, garment covers etc.) received with the order.

Items must be returned in their original packaging with all original accessories, components and instructions. Furthermore, they must be packaged in the same suitable manner in which they were received.

Returns must be shipped in the MAISONDESIGNERS box, sealed using the self-adhesive strip on the top. If our box is unusable or missing, another box suitable for shipping the item(s) may be used.

In the case of defective or incorrect merchandise, we invite Clients to immediately contact [email protected].
MAISONDESIGNERS reserves the right to request photographic support regarding defective or incorrect merchandise before authorizing a return for full reimbursement of shipping and import fees.

Pickups for all authorized returns with MAISONDESIGNERS’s courier account numbers must originate from the same country of the original shipment.
In the case that the return shipment requires pickup or the payment of any added fees, MAISONDESIGNERS reserves the right to refuse returns sent with a different courier than specified in the confirmation email.

MAISONDESIGNERS reserves the right to refuse returns that are unauthorized and/or not sent in accordance with the Return Policy detailed on the website.
In the case of unauthorized or non-standard returns, the merchandise will be returned to the shipping address specified in the original order.
If an unauthorized return is accepted, MAISONDESIGNERS will deduct a 10% administrative/re-stocking fee from the refund.

Exceptions from the right of withdrawal for contracts concluded on the website MAISONDESIGNERS are excluded in accordance with Article 59 of the Italian Consumer Code as regards the following:

a) The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

b) The supply of goods which are liable to deteriorate or expire rapidly.

c) The supply of made-to-measure goods or those clearly customized at the express request of the purchaser.

Furthermore, the right of withdrawal is waived in the case of “special orders”, i.e. items which have been expressly ordered by MAISONDESIGNERS specifically for the customer.

For every item where the exclusion of withdrawal is applied, MAISONDESIGNERS provides indication to the consumer directly on the item page. At its sole discretion, MAISONDESIGNERS has the right to accept the withdrawal request even for goods that are excluded from the right, if it deems the reasons appropriate and justified.

As MAISONDESIGNERS purchases may be delivered to addresses other than the billing address given by the cardholder, for example as with the case of a gift being purchased and addressed to a friend, as a security precaution, an email and a copy of the invoice will be sent to the cardholder’s registered email address and home address, and we will require a signature upon delivery for all goods shipped.

For Premium Delivery, all orders will need to be delivered as per the original delivery details and signed for by someone at this address.

It’s easy to track your order by clicking the tracking link in your shipping email.Or email the team on [email protected].
REFUNDS

All successfully returned items will be credited to the original payment method or, if selected, added as MAISONDESIGNERS credit on the account used to purchase the items. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
If your refund is being issued as MAISONDESIGNERS credit, this will show on your account as soon as your refund is processed.All products must be returned in an unworn, unwashed, and intact state, with all protective materials in place, as well as all attached MAISONDESIGNERS, and brand tags.
This includes all packaging, accessories, authenticity cards, and dust bags.We reserve the right to refuse a refund if the product shows signs of wear or has been altered from its original condition in any way, in this instance, you may choose to have the item(s) sent back to you at your own expense.

LATE RETURNS

You have 28 days from receipt of your order to request your Returns Number (RMF), which you will receive by email.
Items must then be returned within 14 days of receiving your Returns Number (RMF).
Returns outside the timeframe specified may be accepted at our discretion and can only be refunded as MAISONDESIGNERS credit to your account.
To ensure your return is covered by our returns policy and is not delayed, items must be returned using the original packaging provided, have a valid Returns Number (RMF), and be returned from the same country to which they were delivered.Items returned from a different country may incur additional charges or be delayed by customs.

EXCHANGES

We do not currently offer an exchange service. If you would like to exchange an item, you must first return the original item and then place a new order.
You will be refunded for the original item in accordance with our returns policy.Alternatively, you can choose to receive your refund as MAISONDESIGNERS credit, which will enable you to purchase a replacement item quickly and seamlessly.

FREQUENT RETURNS

At MAISONDESIGNERS we pride ourselves on selling luxury products that have been meticulously inspected before we send them to you, as well as working hard to ensure that our sizing information is accurate. As a result, if we notice that you have a high returns rate on your account, then we may take the decision to deactivate your account until we can understand a little more about what’s not quite working for you.
We will contact you via email if we deem this an appropriate course of action – our Customer Care team will help to resolve the issue with you.

QUALITY CONTROL

At MAISONDESIGNERS we pride ourselves on selling luxury products that have been meticulously inspected before we send them to you, as well as working hard to ensure that our sizing information is accurate.

Before your order is shipped to you, each item undergoes a quality check process by our team of experienced quality checkers and packers.

All products must be returned in an unworn, unwashed, and intact state, with all protective materials in place, as well as all attached MAISONDESIGNERS, and brand tags.
This includes all packaging, accessories, authenticity cards, and dust bags.
If you receive an item which is damaged or defective, please contact our Customer Care Team immediately.

Bags and Accessories

All designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
When trying on item(s) please handle light-coloured bags and accessories carefully if you are still deciding whether you will be keeping them.
Please note that dark items of clothing can transfer dye to light-coloured bags and accessories.

Fine Jewellery 

These exquisite pieces must be returned to us unworn with the presentation box, protective packaging and any MAISONDESIGNERS/designer cards or tags included.

Luxury Watches 

Luxury watches must be returned to us unworn with the plastic protective cover on the face and in its original packaging including the warranty, presentation box and any outer packaging. You must also ensure that it has not been wound up to the correct time.
Watch bracelets that have been adjusted at your request must be returned with the exact same number of links as in the original delivery package.

Due to the nature of the materials used on these luxury items please handle with care when trying them on and avoid putting them on hard surfaces that can cause scratches.For more information, please contact our Customer Care team here.