Returns & Refund Policy
At Mason & Maeve, customer satisfaction is important to us. This policy explains the conditions for returns, refunds, and replacements. By placing an order, you agree to the terms described below.
Conditions for Returns & Refunds Eligibility
A return or refund request may be approved under the following conditions:
Returns in accordance with this policy
Return requests must be submitted within 30 days of receiving your order. Items must meet all return conditions to be eligible.
Defective, Damaged, or Incorrect Items
If an item arrives damaged, defective, or incorrect, please contact 📩 support@masonmaeve.com within 48 hours of delivery and include clear photo or video evidence.
If the issue is confirmed, an appropriate solution, such as a replacement or partial refund, will be offered at no additional cost.
Undelivered Orders
If your order has not been delivered within 30 days of the shipping date, it may be considered lost in transit. After verification, a replacement or refund may be offered.
Returns for any other reason (including size, color, or preference)
If you wish to return an item for any reason, including a size issue, color difference, or personal preference, a return request can be made.
Please note:
Return shipping costs are always the customer's responsibility, unless the item is confirmed as defective or incorrect.
Shipping costs may vary depending on your location and carrier rates.
Items must be unused, unworn, and in their original condition to be eligible.
How to Request a Return
To initiate a return, please contact 📩 support@masonmaeve.com with your order number and reason for return. Return instructions will be provided after review.
Return requests will only be accepted if:
The request is submitted within 30 days of delivery.
The item is unused, unworn, and in its original condition.
The item is returned in its original packaging.
The return complies with this policy.
Returns sent without prior authorization may not be accepted.
Return Shipping
Return shipping costs are the customer's responsibility in all cases, unless an item is confirmed as defective or incorrect.
Returns may be processed via an international warehouse and shipping costs may vary depending on your location.
The return address provided by customer service must be used. Returns sent to another address may not be received or processed.
Refund Process
Once the returned item is received and inspected, a decision will be made. If the return is approved, the refund will be processed within 2 business days.
Refunds are issued via the original payment method. Processing times may vary depending on your payment provider.
Original shipping costs are not refundable.
Important Conditions
Mason & Maeve reserves the right to refuse a return or refund if:
The item has been used, worn, or damaged after delivery.
The return conditions are not met.
The request is submitted outside the allowed timeframe.
Frequently Asked Questions
How do I return an item?
Contact 📩 support@masonmaeve.com to receive return instructions. A valid tracking number is required for all returns.
Do I need to return my entire order?
No, only the items you wish to return need to be sent back.
Can I exchange an item if the size is incorrect?
Exchanges for size or preference reasons are not guaranteed and follow the same return conditions. Return shipping costs remain the customer's responsibility.
When will I receive my refund?
After inspection and approval, refunds are processed within 2 business days. Additional time may apply depending on your bank or payment provider.
My package was returned to sender. What should I do?
This can happen due to:
Failed delivery attempts
Incorrect address
Unpaid customs or import fees
Please contact the carrier or customer service for assistance.
How do I contact customer service?
For any questions, contact 📩 support@masonmaeve.com. A response is usually provided within 24 hours. Please include your order number for faster assistance.
By placing an order, you acknowledge and agree to this Return & Refund Policy.