Refund policy
MAISON LAUREL items are sourced from our overseas partners after you place your order. Because we do not hold stock for immediate exchange, we handle exchanges by re-ordering from our partner.
If an item arrives defective or incorrect
Within 3 days of delivery, send us your order number and a photo showing the problem, through our contact form (here) or by email.
After checking the photo, we will refund the item or re-order a replacement. There is no need to return the item.
A replacement takes about as long as the original order (ships within 3–7 business days).
If the size does not fit
We do not accept returns or exchanges for personal reasons, including size. Before ordering, please check the size guide (garment measurements) on each product page.
Only if you asked us about sizing before ordering and the size we recommended does not fit, please contact us within 3 days of delivery (unworn items with tags only). We will offer an exchange or a refund of 30% of the purchase price. Shipping costs are paid by the customer.
We cannot accept
- Returns or exchanges for personal reasons (for example, size, the item looks different than expected, ordering mistakes or duplicate orders), except when you asked us about sizing before ordering
- Requests made more than 3 days after delivery
- Items that have been worn or had their tags removed (except defective or incorrect items)
- Items sold under special conditions such as sales or coupons (except defective or incorrect items)
- Items worn directly on the skin, such as jewelry (except defective or incorrect items)
Color and texture
Colors may look slightly different from the actual item depending on lighting and your screen.
Cancellations
Once your order is confirmed we begin arranging it with our partner right away, so as a rule we cannot accept cancellations. We may be able to cancel before arrangements are made, so please contact us as soon as possible. As a mail-order purchase, orders are not eligible for a cooling-off period.
If our partner can no longer supply the item
If an item becomes unavailable from our partner after you order (for example, out of stock), we will let you know by email, cancel the order and refund it in full.
International orders that are returned or destroyed
If a package is returned, destroyed or confiscated because duties or import taxes were not paid, or because information required for customs clearance was not provided, it will be treated as a cancellation for personal reasons and the item price and shipping cost will not be refunded.
Customers outside Japan
Orders delivered outside Japan are handled under the same conditions as described on this page.