Return & Refund Policy

Return & Refund Policy – Maison Wren

We have a 30-day return policy, which means you have 30 days after receiving your item to request and send a return.

Eligibility for Returns

To qualify for a return:

  • The item must be in the same condition as you received it, undamaged and in its original packaging.

  • Return costs to our warehouse in Asia are the responsibility of the customer.

  • Any customs or import fees related to the return are also the responsibility of the customer.

Returns must be requested and initiated within the time frame specified on our website.
Customers who wish to cancel an order before delivery and within the specified timeframe may do so by contacting us for approval.

Shipping Fees for Returns

  • Customer’s responsibility: If the return is caused by the customer (e.g., change of mind), the customer must cover the shipping fee. The specific fee depends on the courier service chosen.

  • Our responsibility: If the return is due to our error (e.g., damaged or incorrect goods), we will cover the shipping fee.

How to Initiate a Return

To initiate a return, please contact us at info@maisonwren.com
If your return is accepted, we will provide you with instructions on how and where to send your package.

⚠️ Items returned to us without prior approval will not be accepted.

You can always reach us at info@maisonwren.com if you have any questions about returns.

Damage and Problems

Please inspect your order upon receipt and contact us immediately if:

  • The item is defective or damaged, or

  • You receive the wrong item.

If the product is damaged or defective, we will send you a free replacement at no additional cost.

Return to Sender Policy

If an order is returned to us due to refusal or failure to collect the parcel, 15% of the purchase amount will be deducted to cover administrative and handling costs.

Exceptions / Non-Returnable Items

For hygiene reasons, we do not accept returns on:

  • Bras

  • Underwear

These items are non-returnable, regardless of whether they have been tried on or not.

Exchanges

The fastest way to ensure you get what you want is to return the item you have.
Once your return is accepted, you can place a new order for the desired item.

Refund Process

  • We will notify you once we have received and inspected your return.

  • You will be informed whether your refund is approved or rejected.

  • If approved, your refund will be issued to your original payment method.

Please note: It may take some time for your bank or credit card provider to process and post the refund.

Disputes

In the event of a dispute between the customer and Maison Wren regarding our products or services, the cost of resolving the dispute will be shared equally between both parties, unless otherwise agreed in writing.