Refund policy

14-Day Returns

You can request a return for eligible non-personalised products within 14 days of delivery, including standard-size items, sale items and standard-size pieces made after you order. Your statutory cancellation rights do not require a reason. Where no statutory right applies, the voluntary return conditions below apply.

Single-item orders

Our pieces are prepared after you order, with time and care invested in each piece and its packaging. Contact us before ordering if you need help choosing a style or size.

Where you do not have a statutory right to cancel or return an item, our voluntary 14-day change-of-mind return offer is available only for orders containing one item. We do not offer voluntary change-of-mind returns on orders containing more than one item.

This single-item condition does not apply to mandatory consumer rights. UK customers retain their statutory 14-day cancellation rights for eligible non-personalised products, including items bought in a multi-item order. Rights relating to faulty, damaged or incorrectly described goods also remain unchanged.

Personalised products

Personalised products are excluded from change-of-mind returns and size exchanges. This includes pieces made to your individual measurements, personalised designs or items altered to your specific requirements. These pieces are created or altered specifically for you and cannot be resold as a standard item. A standard-size item is not personalised simply because it is made to order.

This exception does not affect your rights if an item is faulty, damaged or not as described.

How to request a return

Email info@maisonharleen.com or message +44 7552 323948 on WhatsApp within 14 days of receiving your order. Include your order number and the items you wish to return. We will provide return instructions. Please contact us before sending your parcel.

After notifying us, send the item back within a further 14 days. Keep your proof of postage.

Item condition

Please return the item unworn, unused and unaltered, with original tags attached and the original packaging where possible. You may inspect and try it on as you would in a shop. Please avoid makeup, deodorant marks, odours, stains or other damage. Where permitted by law, a deduction may be made for loss in value caused by handling beyond what is necessary to inspect the item. Your statutory rights are unaffected.

Return shipping

For return and exchange parcels sent by you, postage is paid by you as the sender directly to your chosen carrier. We do not provide prepaid return labels. Please contact us for return instructions before posting and keep your postage receipt. For change-of-mind returns and size exchanges, these shipping costs remain your responsibility.

If an item is faulty, damaged or incorrectly supplied, contact us before paying for a return so we can agree a suitable arrangement. Where applicable consumer law requires Maison Harleen to bear reasonable return costs, we will arrange the return or reimburse those costs. We do not charge a restocking fee.

Customs duties, taxes and third-party charges

Customs duties, import taxes, brokerage, clearance and other charges billed directly to you by customs authorities, couriers or other third parties are payable by you to the organisation that charged them. For change-of-mind returns and exchanges, Maison Harleen does not reimburse these third-party charges unless applicable law requires it. Any available refund of such charges must be requested from the relevant authority or provider under its own rules.

Taxes and charges collected by Maison Harleen, mandatory delivery refunds, and any costs we are legally required to bear for faulty, damaged or incorrectly supplied goods are handled in accordance with applicable consumer law. This section does not exclude those obligations.

Refunds

Refunds are processed to your original payment method without undue delay. For eligible order cancellations before dispatch, we process the refund within 7 calendar days of cancellation. For eligible product returns, we process the refund within 7 calendar days of receiving the returned items or evidence that they have been sent back, whichever is earlier. Where required by law, we also refund the original standard delivery charge; any additional charge for an upgraded delivery service is not refunded. The time it takes for the refund to appear on your card or account depends on your bank or payment provider.

Size exchanges

For non-personalised products, contact us within 14 days of delivery to request a size exchange. Exchanges are subject to availability and the item-condition requirements above. The customer pays exchange shipping costs. If an exchange is unavailable, you may return the eligible item for a refund.

Faulty, damaged or incorrect items

Please contact us as soon as possible with your order number and, if available, clear photos or videos of the issue. We will assess the item and arrange the appropriate return, exchange, repair or refund. This applies to personalised products as well. Nothing in this policy limits your statutory rights or any longer rights provided by applicable consumer law.

Return / Exchange Address

55 South Molton Street
Mayfair, London W1K 5SQ
United Kingdom (UK)

Phone: +44 7786 677865