01 / Eligibility
When can I return an item?
You may request a return within 15 calendar days of delivery. The item must be unused, unwashed, undamaged, and in the same condition in which it was received, with all original packaging, labels, accessories, and proof of purchase.
Items that arrive damaged, defective, incorrect, or incomplete are covered separately below. Please contact us as soon as possible so we can resolve the issue quickly.
02 / Non-returnable items
Items we cannot accept back.
- Items that have been used, washed, altered, assembled, personalized, or damaged after delivery.
- Items returned without original packaging, labels, accessories, or included parts when those materials are needed to verify condition.
- Gift cards, digital products, and items clearly marked final sale or non-returnable at the time of purchase.
- Items returned after the 15-day return window, unless the issue is a verified defect or delivery error.
For hygiene and safety, a product cannot be returned if its condition makes it unsuitable for resale. We will explain the reason if a return is declined.
03 / How to request a return
A simple four-step process.
- Contact us. Email maisonmari.lb@gmail.com with your order number, the item you want to return, and the reason.
- Wait for approval. We will review the request and send return instructions. Please do not ship an item before receiving approval.
- Pack it carefully. Use secure packaging and include the order number inside the parcel. The item must be protected in transit.
- Send tracking. Share the shipment tracking number with us. Keep your receipt until the return is inspected.
Start here
Request a return in minutes.
Complete this short form and your email app will open with a ready-to-send return request. If the item is damaged or incorrect, attach clear photos before sending so we can help you faster.
04 / Damaged, incorrect, or incomplete
We will make it right.
If your order arrives damaged, defective, incorrect, or missing an item, email us within 7 days of delivery with your order number and clear photos of the item, packaging, shipping label, and any damage. Do not discard the packaging until we finish reviewing the case.
After verification, we may offer a replacement, replacement part, store credit, or full refund, including reasonable return shipping where applicable. We will provide the appropriate instructions for the situation.
05 / Shipping and exchanges
What happens to return shipping?
For a change-of-mind return, the customer is responsible for safe return shipping and any applicable delivery charges. Original shipping charges are non-refundable unless the return is due to our error or a verified product issue.
We do not offer direct exchanges as a guaranteed service because stock can change. If you need a different item, request a return and place a new order. For an incorrect, damaged, or defective item, we will coordinate the best replacement solution with you.
06 / Refunds
When will I receive my refund?
Once the returned item arrives, we inspect it within a reasonable processing period. If approved, the refund is issued to the original payment method when available. Cash-on-delivery orders may be refunded through an agreed local transfer method or store credit after we confirm the details with you.
Allow additional time for your bank, card issuer, or payment provider to post the refund. If a returned item does not meet the eligibility requirements, we will contact you before taking further action.
07 / Maison Points
Points follow the order.
Maison Points earned from a returned order are removed when the refund or return is processed. If the return changes your active balance or tier, your account will update accordingly. Redeemed points cannot be restored beyond the amount permitted by the final adjusted order total.
08 / Contact
Need help with an order?
Our team is happy to help before you send anything back. Include your order number and photos where relevant so we can respond with the right next step.
Email: maisonmari.lb@gmail.com
Phone: +961 3 665846