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RETURNS

Return Policy

Please note, our returns portal has been updated to align with our current 20% Off Flash Sale Return Policy (Wednesday 17:00 AEST 04/09/24 - Sunday 23:59 AEST 08/09/24). Should you have any issues submitting your return for orders prior to these dates, please reach out to hello@maisonessentiele.com

MAISON ESSENTIELE offers returns and exchanges on full-priced products (sale products excluded unless faulty) purchased subject to the following conditions:

  • The garment is returned within 14 days of receiving your order
  • Excluding Georgia Jay Bags, which must be returned within 7 days of receiving your order. 
  • Garments are in unused, sellable condition; tags must be attached, in original condition and in the original packaging. Any garments that have been worn, damaged, altered or washed cannot be accepted.
  • Full price items:  can be returned for a full refund, credit note or size exchange.
  • Sale Items: MAISON ESSENTIELE does not accept returns (refunds) on any sale items with a discount of 11% - 49% unless deemed faulty. Sale items can be returned for a credit note or size exchange only, subject to stock availability. Please note, discounts cannot be retrospectively applied. 
  • Final Sale Items: MAISON ESSENTIELE does not accept returns of any kind (refund, exchange or credit note) on any Final Sale items, with a discount of 50% off or more, unless deemed faulty. Please note, discounts cannot be retrospectively applied.
  • For hygiene reasons, Jewellery is not eligible for a return.

All return shipping fees along with international duties & taxes are the responsibility of the customer. If your return does not comply with these conditions your item/s will not be accepted and returned to you at your cost.

Request A Return

For returns, please use our Returns Portal. You will be required to send your return back through a shipping method of your choice.

We recommend using a traceable service with signature required upon delivery as MAISON ESSENTIELE cannot be held responsible for lost return parcels. 

If you require assistance submitting your return please don’t hesitate to contact the team on hello@maisonessentiele.com

Request A Return for an Exchange of Style
If you wish to submit a return for an exchange of an alternate style, please contact the team on hello@maisonessentiele.com. At current our Returns Portal will only allow for us to exchange for sizes. 

You will receive an email once your return is received and inspected as well as the approval or rejection outcome of your return. If approved, you will receive your desired refund, exchange for another size / style or provide you with a credit to MAISON ESSENTIELE.
Credit notes are valid for six months from the issuing date. Upon issuing your credit note, you will receive an email including a code to redeem online or at our Paddington store. Please note, credit notes are non-refundable and not redeemable for cash.
Items returned for refund will be refunded total amount, minus any original shipping costs (excluding faulty items or orders where incorrect product has been received).

Please note that customers are responsible for all return shipping fees unless the item is deemed faulty.

If you are shipping an item over $75, we advise customers to consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged or Faulty Items

MAISON ESSENTIELE aims to provide our customers with products of the highest standard and quality. If you have received an item with a defect please contact our customer care team at hello@maisonessentiele.com with images of the damage. 

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 1 month of purchase.

Please note that items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty.

Items purchased using a credit note are eligible for return for exchange, or a credit note to the same value only. 
 
Returns policy for purchases made prior to the 15th of August 2024:
Products purchased with a discount of 20% or more are eligible for return for exchange or credit note (no refunds). All return shipping fees are the responsibility of the customer. Purchases made with a discount of 50% or more off the RRP are classified as Final Sale & are not eligible for return unless faulty. 
Garments returned are subject to the following conditions:

• The garment is returned within 14 days of receiving your order

• Garments are in unused, sellable condition; tags must be attached, in original condition and in the original packaging.  

• Purchases made had a discount of less than 50% off the RRP (Purchases made with a discount of 50% or more off the RRP are not eligible for return unless faulty. )

Garments that do not meet these criteria will not be valid for any return. Items returned to MAISON ESSENTIELE without approval from our customer service team, will be returned at the customer’s expense.

 

20% Off Flash Sale (Wednesday 17:00 AEST 04/09/24 - Sunday 23:59 AEST 08/09/24)

Final prices are displayed at checkout and cannot be retrospectively applied to any orders.

Additional discounts/offers will not be applicable during the sale period.

MAISON ESSENTIELE reserves the right to exclude items from sale and/or remove products during the sale period. 

Sale items are not eligible for a refund. Products purchased with a discount between 1-20% are eligible for return for exchange or credit note. Purchases made with a discount of more than 20% off the RRP are classified as Final Sale & are not eligible for return unless faulty. All return shipping fees are the responsibility of the customer. 

Garments returned are subject to the following conditions:

  • The garment is returned within 14 days of receiving your order
  • Garments are in unused, sellable condition; tags must be attached, in original condition and in the original packaging.  
  • Purchases made with a discount of less than 20% off the RRP (Purchases made with a discount of more than 20% off the RRP are not eligible for return unless faulty).

Garments that do not meet these criteria will not be valid for any return. Items returned to MAISON ESSENTIELE without approval from our customer service team, will be returned at the customer’s expense.

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