Refund policy
Last updated: 8 September 2026
We want you to be happy with your order. If something isn't right, this page explains how to return it, who covers the postage, and when you'll get your money back.
Questions: help@maisonlisse.shop, Monday to Friday, 09:00–17:00, reply within 1–2 business days.
1. Return window
You may return an item within 60 days of the delivery date.
2. Condition of returned items
To be accepted, items must be returned unused and in their original condition, including:
- all original packaging
- all tags and labels still attached
- any accessories, removable pads, inserts and care leaflets included
- any hygiene strip or seal still intact
Items that come back used, washed, altered, damaged or incomplete may not be accepted, or the refund may be reduced to reflect their condition.
3. Items that can't be returned
Certain items are excluded from returns for hygiene and safety reasons. These are clearly marked as non-returnable on the product page — please check before ordering.
This exclusion doesn't apply where an item is faulty, damaged in transit or isn't what you ordered.
4. How to start a return
- Email help@maisonlisse.shop with "Return" in the subject line.
- Include your order number and the item(s) you'd like to return.
- Once your return is approved, we'll send you the correct return address — it depends on the item and your location, so please wait for it rather than sending anything back on your own.
- Pack the item securely, include your order number, and send it with a tracked service. Keep your proof of postage until the refund arrives.
Please post your return within 14 days of telling us it's on the way.
5. Return postage
| Situation | Who pays |
|---|---|
| Changed your mind, or it doesn't suit you | You cover return postage. If you use a return label we provide, the cost is deducted from your refund. |
| Exchange (different size or colour) | You cover return postage and the postage on the replacement item. |
| Faulty, damaged in transit, or wrong item — you'd like a replacement | We cover the replacement postage and send it out free of charge. |
| Faulty, damaged in transit, or wrong item — you'd prefer a refund | You cover return postage. |
Original delivery charges are refunded when you return a full order. If you keep part of the order, the original delivery charge isn't refunded.
6. Exchanges
To exchange an item for a different size or colour, email help@maisonlisse.shop with your order number and what you'd like instead. Exchanges are subject to availability, and you cover both the return postage and the postage on the replacement.
Your replacement is sent out once we've received and checked the original item. If what you want has sold out, we'll offer you an alternative or a refund.
7. Damaged, faulty, or wrong items
Please check your parcel when it arrives. If an item is damaged, faulty or isn't what you ordered:
- Email help@maisonlisse.shop within 7 days of delivery, with your order number and clear photographs of the item, the problem, and the outer packaging and shipping label.
- We'll review it and reply within 2 business days.
- Once confirmed, we'll send you a free replacement. If you'd rather have a refund instead, return postage is covered by you.
8. Refunds
- Approved refunds are usually processed within 7 business days, depending on your payment provider.
- Refunds are issued to the original payment method — we can't refund to a different card or account.
- Your bank may take a further 3 to 10 business days to show the refund on your statement.
- If a return isn't approved, we'll explain why and either send the item back to you at your cost or hold it for 30 days while you decide.
Refund not showing up? Check your statement first, then your card issuer or payment provider, as processing times vary. If it still hasn't arrived, email us your order number and we'll look into it.
9. Your consumer rights
Nothing in this policy affects the rights you have as a consumer.
10. Contact
Maison Lisse — Customer Care
help@maisonlisse.shop
Monday to Friday, 09:00–17:00 — we reply within 1–2 business days.
Return address: sent to you once your return is approved. Please don't post anything back before you have it.