Online Returns Policy

The below Returns Policy applies to our BFCM Sale (Beginning 21/11/24). Please note, discount codes cannot be used in conjunction during this period or retrospectively applied to past orders

By making a purchase, you acknowledge that it is your responsibility to review and understand our Returns Policy. MAISON ESSENTIELE is not liable for any issues resulting from a customer's failure to do so before completing their order.

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

• The garment is lodged for a return with your desired shipping provider within 5 days of receiving your order.
• Georgia Jay Bags must also be lodged for a return with your desired shipping provider within 5 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: Garments that are purchased with a discount of 11% - 39% are eligible for exchange or store credit only, subject to stock availability. 
• 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 40% off or more, unless deemed faulty. 
• For hygiene reasons, Lingerie, Jewellery & Scrunchies are not eligible for a return.
• Credit Notes: Credit notes are valid for 6 months from issue date, and will be emailed to you with a unique code to use at  MAISONESSENTIELE.COM or at our MAISON ESSENTIELE boutique. If you have purchased an item using a credit note, you will be issued a new credit note as a return.
• Online purchases must be returned through the MAISON ESSENTIELE Returns Portal. Online orders cannot be returned in store.

In Store Returns Policy

*The below Returns Policy applies to our BFCM Sale (Beginning 21/11/24). Please note, discount codes cannot be used in conjunction during this period or retrospectively applied to past orders*

MAISON ESSENTIELE offers 110% credit notes or exchanges (no refunds) on full priced products (sale products excluded unless faulty), purchased in store, subject to the following conditions:

• The garment is returned to store within 5 days of purchase and presented with proof of purchase.
• Georgia Jay Bags is returned to store within 5 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.
• In store purchases must be returned through the MAISON ESSENTIELE Returns Portal. In store purchases can be returned in store. 
• For hygiene reasons, Lingerie, Jewellery & Scrunchies are not eligible for a return.
• Credit Notes: Credit notes are valid for 6 months from issue date, and will be emailed to you with a unique code to use at MAISONESSENTIELE.COM or at our MAISON ESSENTIELE boutique. If you have purchased an item using a credit note, you will be issued a new credit note as a return.

Holiday Returns

Request A Return

• For all 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.

Return Shipping Service

• 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.

Processing Times
Over the Christmas period (20/12/24 - 06/01/25), please allow 3-5 business days for order processing, returns, and responses to customer service enquiries.

We endeavour to process returns and refunds daily (Monday – Friday). However, please allow up to 10 business days from the date the return parcel is received.

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.

MAISON ESSENTIELE cannot accept returns or price match from third party stores or online stores that stock MAISON ESSENTIELE. In these instances, please contact the provider you purchased from.