Shipping policy
Last updated: April 30, 2026
At Maisonje, we want you to love what you receive. Please review this
policy carefully before placing your order — it forms part of our
sale agreement.
1. SHIPPING TIMELINE
- Order processing: Within 3 business days of order confirmation
- International shipping from South Korea
- Estimated delivery: 7 to 14 business days after dispatch,
depending on destination
- A tracking number will be emailed once your order ships
Please note that customs clearance and local carrier delays may
extend delivery times beyond our control.
2. EXCHANGE POLICY
We accept exchanges within 14 days of delivery, subject to the
conditions below.
【ELIGIBILITY】
- Exchange request submitted within 14 days of delivery date
- Item must be in BRAND-NEW condition (unused, unworn, no signs of
handling beyond inspection)
- Original packaging must be intact, undamaged, and unmarked
- All original tags, dust bags, protective materials, and accessories
must be included
- Proof of purchase (order number) is required
⚠️ STRICT CONDITION REQUIREMENT
Items showing ANY signs of use, wear, scent, marks, or damage to the
product OR its packaging will not be accepted. We inspect every
returned item carefully.
【SHIPPING COSTS】
The customer is responsible for ALL shipping costs related to exchanges:
- Return shipping (customer to Maisonje)
- Reshipment of replacement item (Maisonje to customer)
Estimated reshipment time: 7 to 14 business days after we receive
and approve your returned item.
【NON-EXCHANGEABLE】
- Items showing any signs of use, wear, or handling
- Items with damaged, marked, or missing original packaging
- Items returned after the 14-day window
- Final sale or clearance items (where indicated)
- Personalized or custom items
【HOW TO REQUEST AN EXCHANGE】
Email info@maisonjeofficial.com with:
- Order number
- Item to exchange
- Replacement item requested
- Reason for exchange
We respond within 2 business days with return instructions.
3. REFUND POLICY
Refunds are available ONLY for 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 product description
【NOT ELIGIBLE FOR REFUND】
- Change of mind / buyer's remorse
- Color, texture, or finish variations within normal manufacturing tolerance
- Items damaged through customer use, mishandling, or improper care
- Items returned without prior approval
- Items not in brand-new condition
【SHIPPING COSTS FOR REFUNDS】
For approved refund cases (defective, damaged, or 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:
- 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, to the
original payment method.
4. CONDITION REQUIREMENTS — STRICT POLICY
To be eligible for exchange or refund, items MUST meet ALL of the
following conditions:
✓ Brand-new condition: unused, unworn, no scent, no marks
✓ Original packaging: undamaged, unmarked, with all protective materials
✓ All tags and labels: attached and undamaged
✓ All accessories, dust bags, and inclusions: present and unused
✓ No alterations, modifications, or signs of attempted repair
We reserve the right to:
- Refuse returns that do not meet these conditions
- Return the item to the customer at their expense
- Apply a restocking fee (up to 50% of the item value) 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. Unauthorized
returns may be refused or returned at the customer's expense.
We strongly recommend using a tracked shipping method and retaining
proof of postage. Maisonje is not responsible for returns lost in transit.
6. CUSTOMS, DUTIES, AND TAXES
For international orders, customs duties and import taxes are the
customer's responsibility. These charges are non-refundable in cases
of refused delivery, unclaimed packages, or change-of-mind returns.
7. NON-DELIVERY OR LOST PACKAGES
If your order has not arrived within the expected timeframe, please
contact us:
- If not received within 14 business days from dispatch (most regions)
- If not received within 21 business days from dispatch (remote areas)
We will investigate with the carrier 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. Customers in the
European Union should 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 (사업자등록번호: 577-81-03582)
802-A73, 8F, 9-4 Jungbong-daero 586beon-gil
Seo-gu, Incheon 22736, South Korea
---
Last updated: April 30, 2026