Refund policy
Please note that certain products are not eligible for returns, such as:
- All items in the collection "custom-made" or "made to order" unless otherwise stated on the product page
- All items on sale / purchased using a discount code
- All items from VORN
- Products that have been personalised for you or made to measure
- Earrings, underwear and swimwear due to hygiene reasons (and other products as mentioned on the product page)
- Gift cards
- Products that fall under the category of "Services"
For other products, you have 14 calendar days from receiving your order to complete a return or request a change of size.
Items must be returned to us unused with all designer tags and labels still attached. Items must be returned in the original packaging. Returns that are not in perfect conditions, show signs of having been worn or have missing parts, may be sent back to you.
To complete your return, we require a receipt or proof of purchase. You will send back your purchase to the brand or manufacturer, using the same address where the product came from.
There are certain situations where only partial refunds are granted (if applicable).
Any item that is found to be not in its original condition, that is damaged or missing parts for reasons not due to our error as well as, any item that is returned more than 14 days after delivery.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. Shipping costs are not refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Maison Eisa will not be responsible if the item (s) you wish to return to the are lost, misdirected, or shipped late. In this case, the customer is responsible for the risks associated to sending their purchase.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
If you haven’t received a refund after this time, please contact your bank to ensure the refund is not being processed. Once you’ve done this, if you still haven't received your refund, please contact us at order@maisoneisa.com.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
EXCHANGES
We only replace items if they are defective or damaged. Goods are classified as faulty or defective if they are not of satisfactory quality or fit for purpose. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. If you receive an item that you consider is faulty and you decide to return it, we will proceed to carefully examine the returned product and we will notify you by email within a reasonable period of time if the refund or replacement is appropriate. The refund or replacement of the item will be made as soon as possible and, in any case, within 14 days from the date on which we send you a confirmation email.
GIFT
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and we will give him the option of issuing a gift card instead.
SHIPPING
To return your product, you should mail your product to the delivery address, where the product was shipped. Maison Eisa will pay for the shipping costs associated to returning your item within Spain, except in the cases when the customer enjoyed free delivery.
Depending on where you live, the time it may take for your returned product to reach us, may vary. If you are shipping an item of value over 100€, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.