Returns & Refunds
At Maison D'Elite, every order is produced specifically for you through our production partner. Because of this, our return process differs from traditional retail. Where statutory consumer rights apply, they remain fully respected.
Right of Withdrawal
If you have a statutory right of withdrawal, you may generally withdraw from an online purchase within 14 days of receiving the goods, subject to applicable law and its exceptions.
- —You do not normally need to give a reason.
- —Please contact us before sending anything back — we will send you return instructions.
- —Where permitted by law and disclosed to you, you bear the direct cost of returning the item.
- —Refunds are generally made to your original payment method.
- —Where legally permitted, we may wait until the goods are back with us or you have provided proof of shipment.
Return Conditions
Returned pieces should generally be:
- —Unworn
- —In their original condition
- —Free from stains, odours, damage or excessive signs of use
- —Returned with original labels and packaging where applicable
Where permitted by applicable law, you may be responsible for any loss in value caused by handling beyond what is necessary to inspect the nature, characteristics and functioning of the piece.
Wrong Size / Change of Mind
Because our pieces are produced on demand, our production partner does not accept standard returns or exchanges because an incorrect size or colour was selected, or because of a change of mind. This does not override any statutory consumer rights that apply to your purchase.
Please check the size advisor on every product page before ordering. Browse the collection
Keep Your Piece
In certain cases, Maison D'Elite may offer you the option to keep your item and receive the purchase value as Maison D'Elite Store Credit instead of returning it.
This option is entirely voluntary. It does not replace or restrict any statutory consumer rights you may have.
- —You keep the piece; we issue store credit for the agreed amount.
- —Store credit can be used toward a future Maison D'Elite purchase.
- —It only applies once you have actively agreed to it and we have approved the request.
- —It is a goodwill alternative — not a replacement for a statutory refund.
Damaged, Defective or Incorrect
Contact us if your order arrives damaged, has a manufacturing defect, or the wrong product or size was sent due to a fulfilment error. Please include:
- —Your order number
- —Clear photos or video of the issue
- —A short description of the problem
We investigate every case with our production and fulfilment partner. Please report issues within 30 days of delivery so they can be assessed. All requests go through Maison D'Elite Customer Support — please do not contact our partners directly.
Depending on the circumstances and applicable law, eligible issues may be resolved by replacement, refund or another appropriate solution.
Lost / Undelivered Orders
If your order does not arrive, contact us and we will investigate the shipment with our fulfilment and shipping partners. Incorrect or incomplete shipping details can affect delivery and may result in additional costs where applicable.
How to Request a Return or Refund
- 01Contact us
Write to Maison D'Elite Customer Support and include your order number.
- 02Receive instructions
Our team reviews your request and sends the appropriate next steps.
- 03Resolution
Depending on the circumstances: a return and refund, a replacement, or a store-credit solution you have agreed to.
Contact
Please include your order number in the subject line so we can process your request as efficiently as possible.
This page provides general information about our returns and refund process. It does not limit any mandatory consumer rights that apply to your purchase.