Refund policy

Returns and Exchanges

RETURNS POLICY (MADE TO ORDER)

For items specifically marked ‘made to order’, the piece is individually crafted for you once your order is placed.
Under EU Directive 2011/83/EU, made-to-order items are exempt from the standard return and cancellation rights.
However, as a gesture of courtesy, Maison Maxima accepts returns of made-to-order pieces for store credit only, provided they are unused, unworn, and returned in their original condition within 14 days of delivery. If you would like to return a product, please contact customersupport@maisonmaxima.com including your order number.

Once your return is approved, your refund minus the return ship cost will be credited your account and can be used for any purchase on our site. If your return does not meet the conditions listed, the package will be sent back to you.
Refunds to the original payment method are not available for made-to-order items.

For orders outside of the EU, please be aware that if duties and taxes were not included in the product price, the refunded amount will be equal to the price paid at checkout less the import duties and taxes. Please note that these charges are only collected on behalf of your national tax/customs authorities and are not charged by Maison Maxima.

RETURNS POLICY (ALL ITEMS NOT EXPLICITLY MARKED MADE TO ORDER)

You can return any item within 14 days of the delivery date from the country the item was delivered to. To be eligible for a return, all items must be in their original condition, with all original tags and packaging intact. Merchandise that has been worn, used (washed, soiled, having a strong smell of cigarettes, shoes that show sign of wear), altered, or damaged will not be accepted. Items sent in dust bags must be returned inside the bags, as this is considered part of the product. Please use the original packaging included in your shipment to return any item.

If you would like to return a product, please contact customersupport@maisonmaxima.com including your order number. For Returns from outside the EU, it is essential you include the proforma invoice we will provide in the translucent cover where you also include the ship label. Returns without all documents included will be refused by customs.

Once your return is approved, your refund minus the return ship cost will be credited back to the original form of payment and you will receive a confirmation email. If your return does not meet the conditions listed, the package will be sent back to you.

For orders outside of the EU, please be aware that if duties and taxes were not included in the product price, the refunded amount will be equal to the price paid at checkout less the import duties and taxes. Please note that these charges are only collected on behalf of your national tax/customs authorities and are not charged by Maison Maxima.