RETURN & EXCHANGES

We accept exchanges within 14 days of delivery. Refunds are available only for defective, damaged, or incorrectly shipped items.

To be eligible:
- Request submitted within 14 days of delivery
- Item in brand-new condition (unused, unworn, no signs of handling)
- Original packaging intact with all tags and accessories
- Proof of purchase (order number)

We carefully inspect every returned item.

To be eligible for exchange or refund, items must meet ALL of the following:

✓ Brand-new condition: unused, unworn, no signs of use
✓ Original packaging: undamaged, with all protective materials
✓ All tags and labels: attached and undamaged
✓ All accessories and inclusions: present and unused
✓ No alterations, modifications, or repairs

We reserve the right to refuse returns that don't meet these conditions, or to apply a restocking fee for items returned in diminished condition.

The following items are non-returnable:
- Items showing signs of use, wear, or damage
- Items with damaged or missing original packaging
- Items returned after the 14-day window
- Final sale or clearance items (where indicated)
- Items returned without prior approval
- Personalised or custom items

Email us at info@maisonjeofficial.com with the following:

- Order number
- Item to exchange
- Replacement item requested
- Reason for exchange

We'll respond within 2 business days with return instructions.

⚠️ Please do NOT ship items back without prior approval. Unauthorised returns may be refused.

The customer is responsible for ALL shipping costs related to exchanges, including:

- Return shipping (you to us)
- Reshipment of replacement item (us to you)

This applies to all change-of-mind exchanges (size, colour, style, etc.).

Once we receive and approve your returned item:

- Inspection and approval: 1-3 business days
- Reshipment processing: 3 business days
- Reshipment delivery: 7-14 business days from dispatch

Total estimated time: 2-4 weeks from when you ship the item back.

Refunds are available ONLY for:
✓ Manufacturing defects
✓ Items damaged in transit
✓ Wrong item shipped
✓ Items significantly different from description

We do NOT offer refunds for:
✗ Change of mind or buyer's remorse
✗ Color or texture variations within normal manufacturing tolerance
✗ Items damaged through customer use or mishandling
✗ Items returned without prior approval
✗ Items not in brand-new condition

Email info@maisonjeofficial.com within 14 days of delivery with:

- Order number
- Description of the issue
- Clear photos of the defect or damage
- Photos of the original packaging (if relevant)

We respond within 2 business days. Approved refunds are processed within 14 business days of receiving the returned item, back to your original payment method.

For approved refund cases (defective, damaged, or incorrect items):

✓ Maisonje covers ALL shipping costs, including return shipping.

We will provide a prepaid return label or reimburse your shipping costs.

Once we receive and approve your returned item:

- Refund processing: 7 to 21 business days
- Method: Back to your original payment method
- Confirmation: You'll receive an email when processed

Note: Depending on your bank or card issuer, it may take an additional 3-10 business days to appear in your account.

Once your exchange or refund is approved, you will receive an email with detailed return instructions, including the return address.

⚠️ Important:
- Do NOT ship back without prior approval
- Use a tracked shipping method
- Retain proof of postage
- Maisonje is not responsible for returns lost in transit

Unauthorised returns may be refused or returned at the customer's expense.

We strongly recommend using a tracked shipping method with insurance for all returns. Maisonje is not responsible for items lost or damaged during return shipping.

If your return package is lost in transit, please contact your shipping carrier directly to file a claim.

Customs duties and import taxes are non-refundable.

If you refused delivery or did not claim your package, the original customs fees and any related charges are not eligible for refund.

Please ensure you understand your country's import policies before placing an order.

If your order hasn't arrived within the expected timeframe, contact us:

- Japan: 14 business days from dispatch
- Other regions: 21 business days from dispatch

We'll investigate with the carrier and provide a resolution — replacement or refund — at our discretion.

Contact: info@maisonjeofficial.com

We're here to help!

Email: info@maisonjeofficial.com
Response time: Within 48 business hours (excluding weekends and holidays)

Please include your order number in any inquiry to help us assist you faster.

【Seller】
MAISONJE PTY LTD
ACN: 676 270 321
PO Box 15555, City East QLD 4002, Australia

【Logistics Partner】
MAISONJE THE HEO
Business Registration: 577-81-03582
802-A73, 8F, 9-4 Jungbong-daero 586beon-gil, Seo-gu, Incheon 22736, South Korea