Refund Policy

This return and refund policy indicate the context in which you are eligible for a return and/or a refund on your order. This policy covers our online sales.
If you have any questions that are not covered by this policy, you may contact our customer service and support team directly through live chat or email.

We have a 7-day return policy. The 7-day window starts on the day you effectively receive the order at your delivery location.

To notify us of your return, please contact our customer support team at hello@maisonsoula.com.

Once we are informed of your intent to return your order, you will have 7 days to send us back the item from the date of your return notification to us. 
We would love to get more feedback on the reason for your return so we may contact you to learn a bit more about your experience. This will help us improve our the experience of our customers.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
 
To start a return, you can contact us at hello@maisonsoula.com. If your return is accepted, we’ll send you the instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If products are sent without our written consent, or if they are not found defected, you shall pay for the returned goods as well as the testing and handling costs associated therewith.

We are not responsible for any charges imposed on packages returned by Customs.

You can always contact us for any return questions at hello@maisonsoula.com.

Damages and issues

Once you receive your order you are obliged to check if the delivery is defected or damaged. Any shortages or visible defects must be reported to us immediately after delivery. You must report defects upon delivery within 24 hours. All of the claims need to be supported by evidence (you can simply take a photo of the damaged goods).

You will not be entitled to any claim if the defect results from any normal wear and tear, incorrect operation, installation, storage, maintenance or transport, misuse or improper handling, or any other event that can be attributed to you.

Exceptions / non-returnable items

Due to hygiene reasons we do not issue refunds on earrings unless there is a manufacturing fault present at the time of receipt. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns simply because you changed your mind, as well as returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you have not received a refund in your account after more than 14 days, please show the confirmation to your bank so that they can help you and speed up the process.

If you return your order within the 7-day window aforementioned, we will refund the sum you paid for the products. The shipping costs you cover for your order are not refundable.