Refund Policy

Order Cancellations

You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

  • Return Window: Items can be returned within 30 days of delivery.

  • Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.

  • Receipt or Proof of Purchase: Required for all returns.

Return Instructions

To start a return, please follow these steps:

Step 1. Contact Customer Service: Email support@maisonandgrace.com with your order number, reason for return, and any supporting photos if applicable.

Step 2. Receive Return Authorization: Our team will respond and provide a return authorization and detailed instructions, including the return address in China.

Step 3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.

Step 4. Shipping: Use a reliable shipping service with tracking. Returns must be shipped to China as instructed in your return authorization. Return shipping costs are covered by the customer or by us if defective or incorrect.

Refund Policy

  • Refund Requirement (Return to China): Refunds are issued only after the returned item is received and inspected at our return facility in China.

  • Processing Time: Approved refunds will be processed to your original payment method within 5 days. Your bank or credit card provider may require additional time to post the refund.

  • Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@maisonandgrace.com.

Exchange Policy

We do not offer direct exchanges. If you want another size or color, please return your item (to the China return address provided) and order the size or color you want through the website.

Exceptions and Special Cases

  • Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference. Without photo evidence, we cannot guarantee a replacement.

  • Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.

  • Lost Orders: In most cases, delivery is on time. However, if your order has not arrived after the regular delivery time plus 3 additional days, please contact our customer service.

For larger orders, your items may be shipped in multiple packages for logistical reasons. In this case, you will usually receive the missing products within 1 to 3 business days after the first package.

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

  • Store name: Maison & Grace

  • Legal company name: MPE-commerce

  • Chamber of Commerce (KvK) number: 93022638

  • VAT number: NL004993030B90

  • Business address: Erensteinerstraat 54, 6463 XR Kerkrade, Netherlands

  • Support email: support@maisonandgrace.com

  • Average response time: within 24 hours on business days

  • Customer support hours (EST):

    • Monday to Friday: 09:00 AM – 06:00 PM (EST)

    • Saturday and Sunday: 10:00 AM – 04:00 PM (EST)

  • Website: maisonandgrace.com