Refund policy
At Maison Arie, we want every piece you receive to be just as beautiful as you expected. Each order is carefully inspected before dispatch, and if your jewelry arrives damaged, defective or incorrect, we're here to make it right.
Damaged, Defective or Incorrect Items
If your order arrives:
- Damaged in transit
- With a manufacturing defect
- Different from the item you ordered
please contact us within 10 days of delivery.
Once your claim has been reviewed and approved, we will offer a complimentary replacement or refund, as appropriate.
How to Submit a Claim
Please email our customer care team at maisonarie@outlook.com within 10 days of delivery and include:
- Your order number
- A brief description of the issue
- Clear photographs showing the damage, defect or incorrect item
- A photograph of the original packaging, where possible
Our team aims to respond within 1–2 business days.
If a replacement is approved, it will be arranged at no additional cost to you. Tracking information will be provided once your replacement has been dispatched.
Change-of-Mind Returns
As our pieces are prepared specifically for each order, we are unable to accept returns or provide refunds for change of mind, including:
- Ordering the incorrect size
- Choosing the incorrect style or colour
- Personal preference regarding how an item looks or feels
- No longer wanting the item after purchase
Please review product descriptions, measurements and available images carefully before placing your order.
This does not affect any rights or remedies you may have under applicable consumer laws.
Exchanges
We currently do not offer direct exchanges for a different size, colour or style.
If you would like a different item, a new order will need to be placed.
Incorrect Shipping Information
Please ensure your shipping information is complete and accurate before submitting your order.
Maison Arie cannot guarantee replacement or reimbursement for orders that cannot be delivered due to an incorrect or incomplete address supplied at checkout.
If you notice an error shortly after placing your order, please contact us as soon as possible. While we cannot guarantee that changes can be made once processing has begun, we will do our best to assist.
Questions?
Our customer care team is always happy to help.
Please contact us via our customer care email at maisonarie@outlook.com and include your order number so we can assist you as quickly as possible.
We aim to respond to all enquiries within 1–2 business days.