Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
We offer FREE shipping and FREE returns for most countries worldwide, including the UK, USA, Australia, Canada, and EU countries (terms and conditions apply).
To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with all certificates, tags, and original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at sales@maisoneternelle.com. We’ll send you a return shipping label and detailed instructions. Items sent back without prior authorization will not be accepted.
For any return questions, you can always reach us at sales@maisoneternelle.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if your item is defective, damaged, or if you received the wrong product. We will evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, such as:
- Custom or personalized jewelry
- Gift cards
- Items returned more than 14 days after delivery
Exchanges
The fastest way to get what you want is to return the item you have. Once your return is accepted, you may place a new order for the desired item.
European Union 14-Day Cooling Off Period
If your order is shipped into the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be unworn, in their original condition, with all certificates, tags, and packaging.
Refunds
Once we receive and inspect your return, we’ll notify you if your refund is approved. If approved, your refund will be processed automatically to your original payment method within 10 business days.
Please note it may take additional time for your bank or card provider to process the refund. If more than 15 business days have passed since approval, please contact us at sales@maisoneternelle.com.