Refund policy

Refund & Return Policy

At Maisonette Laurent, we want you to shop with confidence. Please read our refund and return policy carefully before placing your order.

Please contact us via the contact option at the bottom of our website or contact the chatbot 

Order Issues Eligible for a Full Refund

You are eligible for a full refund in the following cases:

  • You received the wrong item
  • You received the wrong size compared to what was ordered
  • Your package is lost in transit
  • Your order does not arrive 

To process your refund request, we may require:

  • Clear photos of the item received
  • Photos of the packaging and shipping label
  • Your order number

Claims must be submitted within 15 days of delivery.

Damaged Items

If your item arrives damaged, defective, or significantly different from the product description, we offer:

  • A partial refund of up to 50%, depending on the damage

Please send clear photos/videos of the damage within 15 days of receiving your order.

Late Deliveries

If your package arrives later than the estimated delivery date, you will receive:

  • A 30% OFF coupon for your next order

This coupon:

  • Can be used at any time
  • Does not expire until redeemed
  • Is valid for one-time use only

Please note that delayed shipping caused by customs, courier disruptions, weather conditions, or high-volume seasons may occur.

Returns

Because our products are shipped internationally, return shipping can sometimes be expensive. For this reason, many customers prefer accepting a partial refund instead of returning the item.

If a return is required:

  • The item must be unused and in its original condition
  • Items must include original packaging
  • Customers must contact us before sending any return
  • Unauthorised returns may not be accepted

How to Return an Item

  1. Email our support team with:
    • Your order number
    • Photos/videos of the issue
    • A description of the problem
  2. Wait for return approval and return instructions.
  3. Package the item securely and send it using a trackable shipping method.
  4. Once the returned item is received and inspected, your refund will be processed.

Return Shipping Costs

  • Customers are generally responsible for return shipping costs unless the wrong item was sent.
  • Since international return shipping may cost more than the product itself, we may recommend a partial refund solution instead of returning the item.

Non-Refundable Situations

We may not issue refunds for:

  • Incorrect shipping addresses provided by customers
  • Orders delayed due to customs clearance
  • Minor differences in color caused by lighting or screen settings
  • Items damaged due to misuse or improper care

Refund Processing Time

Approved refunds are typically processed within 5–10 business days depending on your payment provider or bank.