Returns & Exchanges

We get it — sometimes things just don’t work out. Here’s everything you need to know about returns, refunds, and exchanges at Maison & Aurora.

How long do I have to return an item?

You can return your item within 30 days of delivery — as long as it’s in original, unworn condition.

How do I start a return?

Simple. Just send an email to our support team at support@maisonandaurora.com with:

Your full name & email

Order number (e.g. #12345)

Name or description of the item

Reason for return

 We’ll get back to you with the next steps.

Note: We don’t cover return shipping costs.

What items can I return?

You’re welcome to return anything that:

• 
  Hasn’t been worn, washed or damaged
  
• 
  Is in its original condition and packaging
  

🛑 Exceptions:

Items marked Final Sale can’t be returned, exchanged or refunded. These will be clearly labeled on the product page and during checkout.

We inspect all returned items — anything received in an unsuitable condition unfortunately can’t be refunded.

When will I receive my refund?

Once your return arrives at our warehouse, refunds are processed within up to 7 business days.

• 
  Your refund will go back to the original payment method
  
• 
  If you paid with a gift card, the refund will be applied to the gift card first
  
• 
  It may take up to 5 additional days for the refund to appear in your account, depending on your bank
  

Can I exchange my item?

Yes! If your preferred item is in stock, we’re happy to exchange it.

We’ll ship your exchange as soon as your return is scanned and processed at our warehouse. Please note:

We can’t pre-reserve exchange items.

If the exchange can’t be completed, you’ll automatically receive a refund instead.

What if I received a faulty item?

We’re so sorry! You don’t need to return the item right away — just email us at support@maisonandaurora.com with:

• 
  Your name & email
  
• 
  Order number
  
• 
  Item name/description
  
• 
  Photos showing:
   
  
  
  The fault (close-up)
  
  
  The full item
  
  

⚠️ Faulty item claims must be made within 7 days of delivery.

My order’s incomplete — what should I do?

Sometimes orders ship in separate parcels due to stock availability. Check your shipping confirmation emails — you might receive multiple tracking numbers if items are sent from different locations.

If something’s missing and you didn’t receive any update, please contact us with:

• 
  Your order number
  
• 
  The name of the missing item
  
• 
  A photo of what you received (if wrong item sent)
  

 📩 All missing/wrong item claims must be submitted within 7 days of delivery.

 Need help?

We’re always here — reach out at support@maisonandaurora.com and we’ll make it right.