1. Return Conditions

To be eligible for a return, your item must meet the following criteria:

  • Timeframe: Items must be returned within 14 days of the delivery date.
  • Condition: The product must be unused, in the same condition that you received it, and in its original luxury packaging (including dust bags and boxes).
  • Protective Elements: All tags and protective films (especially on gold or silver hardware) must remain intact and unremoved.

2. Non-Returnable Items

For hygiene and exclusivity reasons, the following items cannot be returned:

  • Items showing any signs of wear or scratches on the leather/hardware.
  • Personalized or bespoke monogrammed items.
  • Items purchased during exclusive seasonal sale events.

3. How to Initiate a Return

To start a return, please follow these steps:

  1. Contact our Maison Concierge via email at naila.maison@hotmail.com or WhatsApp at 0507435000.
  2. Provide your order number and the reason for the return.
  3. Our team will provide you with the return shipping address and instructions.

4. Refunds

Once your return is received and inspected:

  • we will notify you of the approval or rejection of your refund.
  • If approved, your refund will be processed to your original method of payment.
  • Please allow 7–10 business days for the credit to appear on your statement, depending on your bank.

5. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange a piece from a collection (e.g., swapping a Blue Heritage bag for a Noir Matte style), please contact us directly to check stock availability.

6. Shipping Costs

  • Customers are responsible for paying their own shipping costs for returning items.
  • Shipping costs are non-refundable.
  • We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.