Refund policy
We design our garments with intention and longevity in mind. Please review the following information carefully before placing your order.
Thank you for choosing Maison Marron et amis.
Returns are accepted only if your return request is submitted within 14 days of receiving your order, and the item is shipped within 14 days of approval.
Return & Refund Policy
1. How to start a return
You can request a return in two ways:
a) Through your customer account
If you placed your order while logged into your Maison Marron et amis account, you can request a return directly from your order history. Click “Request return” next to the item and follow the steps.
b) By email
If you checked out as a guest or prefer email, contact us at shop@maisonmarronetamis.com with:
- Your order number
- The item(s) you wish to return
- The reason for return (optional)
- A photo if the item is damaged or incorrect
Once approved, you’ll receive a return shipping label and return instructions.
Important: Please wait for confirmation before sending anything back. Returns sent without approval cannot be processed.
Return address (for reference only):
Maison Marron et amis
Haarenufer 17
26122 Oldenburg
Germany
2. Return conditions
To be eligible for a refund:
- Items must be unworn, unused, unwashed, and in original condition
- Items must be returned in original packaging, including tags
- The packing slip or invoice must be included in the return package. Without it, we cannot process your return.
- Items must be shipped within 14 days of return approval
- Returns without prior approval, packaging, or documentation cannot be accepted
Fit & Alterations
If the concern is fit rather than fault, we encourage you to consider working with a local tailor. Minor adjustments are often simple and may cost no more than return shipping. A final personal adjustment can complete the piece.
3. Return fees
Return shipping fees will be deducted from your refund:
| Region | Return fee |
|---|---|
| EU & non-EU Europe | €6.00 per return label |
| Rest of the world | €25.00 per return label |
Original shipping costs, customs duties, and import taxes are non-refundable.
4. Customs duties & refused deliveries
By placing an order, you agree that:
- Customs duties and import taxes are not included in your order total
- These charges are the responsibility of the recipient
- If delivery is refused due to unpaid customs, the package may be returned or disposed of
- In both cases, no refund will be issued
- If return shipping or customs handling costs are incurred, they will be deducted from your refund
5. Legal right of withdrawal (EU customers)
If your order was delivered within the EU, you have the legal right to withdraw from the purchase within 14 days of delivery — no reason needed. This right is established under EU Consumer Rights Directive 2011/83/EU, as amended by Directive (EU) 2023/2673.
How to exercise your right of withdrawal:
Use the “Withdraw from contract” button at the bottom of this page to submit your withdrawal request.
After withdrawal:
- Ship the items within 14 days of your withdrawal confirmation
- Ensure all return conditions (see Section 2) are met
- Return shipping costs of €6.00 (EU) or €25.00 (rest of world) will be deducted from your refund
- Refunds are made to your original payment method
If the return is late or the item is not in resalable condition, we reserve the right to reduce or refuse the refund. You are responsible for proof of timely return (e.g. postal receipt).
6. Refund timeline
Legal withdrawal (Section 5): We will issue your refund within 14 days of receiving the returned items, or proof that you have sent them back, whichever comes first.
Standard returns: Refunds are issued within 10 business days of receiving and approving your return.
All refunds are made to the original payment method. Banks or card providers may take additional time to post the transaction.
If more than 15 business days have passed and you have not received your refund, contact us.
7. Non-refundable items
We cannot accept returns or issue refunds for:
- Used, worn, washed, or damaged items (not in resalable condition)
- Items missing tags, packing slip, invoice, or original packaging
- Late or unauthorised returns
- Items purchased at a reduced price (final sale), gift cards, or custom-made pieces
8. Damaged or incorrect orders
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery. Please include your order number, a short description, and a photo. We’ll make it right as soon as possible.
9. Exchanges
Exchanges are possible, depending on availability.
If you would like a different size or another item, please mention this clearly in your return request (see Section 1). Once we receive and inspect your returned item, we will ship the requested replacement to you, depending on availability.
If the requested item is no longer available, we will issue a refund in accordance with Section 6.
10. Promotional vouchers
If you used a voucher:
- Refunds reflect the actual amount paid after the discount
- Partial returns receive a proportionate refund
- Used vouchers are not refundable or reissued
11. Questions or support
Email: shop@maisonmarronetamis.com
Available: Monday–Friday, 9:00 AM – 4:00 PM CEST (excluding public holidays)
