Refund policy
Last updated: 30 April 2026
At Maisonje, we want you to love what you receive. Please read this
policy carefully before placing your order, as it forms part of our
sale agreement.
1. SHIPPING TIMELINE
- Order processing: Within 3 business days of order confirmation
- International shipping from South Korea: Within 14 business days
of dispatch
- Japan delivery: Typically 7 business days, up to 14 business days
in rare cases
- Other international destinations: Up to 14 business days
Please note that customs clearance and local courier delays may
extend delivery times. Tracking information is provided upon dispatch.
2. EXCHANGE POLICY
We accept exchanges within 14 days of delivery under the following
conditions:
【ELIGIBILITY】
- Request must be made within 14 days of delivery date
- Item must be unused, unworn, and in brand-new condition
- Original packaging must be intact and undamaged
- All original tags, labels, and accessories must be included
- Proof of purchase (order number) is required
【SHIPPING COSTS】
The customer is responsible for all shipping costs related to
exchanges, including:
- Cost of returning the original item to us
- Cost of shipping the replacement item back to the customer
【NON-EXCHANGEABLE ITEMS】
- 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)
【HOW TO REQUEST AN EXCHANGE】
Email info@maisonjeofficial.com with:
- Your order number
- The item you wish to exchange
- The replacement item requested
- Reason for exchange
We will respond within 2 business days with return instructions.
3. REFUND POLICY
Refunds are available ONLY in the case of defective, damaged, or
incorrectly shipped items. We do not offer refunds for change of mind
or buyer's remorse.
【ELIGIBLE FOR REFUND】
- Manufacturing defects
- Items damaged in transit
- Wrong item shipped
- Item significantly different from description
【NOT ELIGIBLE FOR REFUND】
- Change of mind
- Color or finish variations within normal manufacturing tolerance
- Items damaged through customer use or mishandling
- Items returned without prior approval
【SHIPPING COSTS FOR REFUNDS】
For approved refund cases (defective/damaged/incorrect items),
Maisonje covers all shipping costs, including return shipping.
【HOW TO REQUEST A REFUND】
Email info@maisonjeofficial.com within 14 days of delivery with:
- Your order number
- Description of the issue
- Clear photos of the defect or damage
- Photos of the original packaging (if relevant)
We will respond within 2 business days. Approved refunds will be
processed within 14 business days of receiving the returned item,
to the original payment method.
4. CONDITION REQUIREMENTS FOR ALL RETURNS
To be eligible for exchange or refund, items must meet ALL of the
following:
- Brand-new condition: unused, unworn, no signs of handling beyond
inspection
- 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 do not meet these
conditions, or to apply a restocking fee for items returned in
diminished condition.
5. RETURN ADDRESS
Once your exchange or refund is approved, ship the item to:
MAISONJE THE HEO
802-A73, 8F, 9-4 Jungbong-daero 586beon-gil
Seo-gu, Incheon 22736
South Korea
⚠️ Do NOT ship items back without prior approval. Unauthorised
returns may be refused or returned at the customer's expense.
6. CUSTOMS, DUTIES, AND TAXES
For international orders, customs duties and import taxes are the
customer's responsibility. These charges are not refundable in case
of refused delivery or unclaimed packages.
7. NON-DELIVERY OR LOST PACKAGES
If your order has not arrived within the expected timeframe:
- Japan: Contact us if not received within 14 business days from dispatch
- Other regions: Contact us if not received within 21 business days
from dispatch
We will investigate with the courier and provide a resolution
(replacement or refund) at our discretion.
8. CONSUMER RIGHTS
This policy does not affect any statutory consumer rights you may
have under the laws of your country of residence. EU customers,
please refer to our French-language policy for rights under EU
consumer law.
9. CONTACT
Maisonje
Email: info@maisonjeofficial.com
MAISONJE PTY LTD (ACN: 676 270 321)
PO Box 15555, City East QLD 4002, Australia
MAISONJE THE HEO (Business registrataion: 577-81-03582)
802-A73, 8F, 9-4 Jungbong-daero 586beon-gil
Seo-gu, Incheon 22736, South Korea
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Last updated: 30 April 2026