Returns & refunds
Returns & Refunds
Thank you for your purchase! We hope you’re thrilled with your Maison Mellow items. However, if you’re not completely satisfied for any reason, we’ve made the return process simple and stress-free.
How to Return Your Order
You can return or exchange your order within 14 days of delivery. To begin the process, please contact customer support to register your return or exchange request.
Return Period
- You have 14 days from the date of delivery to return your package.
- Returns must be shipped back to us within this 14-day period.
Return Conditions
- Items must be unworn, unwashed, and in resale condition, with all original tags attached.
- Shipping costs are non-refundable.
Special Conditions
- Sale Items: Refunds are not available for sale items. These can only be exchanged for another product or redeemed as store credit.
- 1+1 Deals: If returning items from a 1+1 deal, both items must be returned together. Exchanges are allowed for size or color adjustments, but only for the item you wish to change.
Return Costs
The cost of the return is your responsibility and will vary based on the courier and location from which the package is sent.
Return Processing Time
- Exchanges: If you request an exchange during return registration, we’ll begin processing it immediately to ensure a quick turnaround.
- Refunds: Once your return arrives at our warehouse, we will process it within 10 business days. You’ll receive an email confirmation once the refund is issued, but note that it may take up to 3 business days for the funds to appear in your account.
Frequently Asked Questions (FAQ)
1. What can I do if my exchange product is unavailable?
Contact our customer service team for assistance. If the item is sold out, we’ll work with you to find an alternative solution or issue store credit.
2. Where can I find my order number to register my return?
Your order number is in your order confirmation email (a five-digit code). If you can’t locate it, please reach out to customer support for help.
3. What should I do if my product is damaged or faulty?
If your item arrives damaged, email us at info@maisonmellow.com with a photo and description of the issue. We’ll quickly resolve this with you.
4. What if I need to return an item outside the return period?
If you miss the 14-day return window, contact customer support to discuss your options. We may offer exchanges or store credit as a courtesy.
For any other questions, feel free to reach out to us at info@maisonmellow.com. Thank you for choosing Maison Mellow!