Refund policy
Returns & Refunds Policy
Order mode
Every item is sourced for you after your order is confirmed. For this reason we cannot
accept change-of-mind returns once an order has been placed with our supplier.
1. Cancellation before sourcing — free
You may cancel for a full refund within 24 hours of placing your order, provided we have not yet placed the order with our supplier. If we have already sourced the item, we will tell you before proceeding.
2. If something is wrong — our responsibility
If your item is not authentic, is not the item you ordered, or has a serious quality
defect, you are entitled to a full refund. Contact us within 3 days of delivery and we
will arrange the return. Please return the item in the condition you received it,
complete with its original tags, security tags, packaging and accessories. We cover the cost of return shipping up to USD 50; any amount above that is at your own expense. We
send return instructions within one business day and refund you in full once the item has been received and checked — including the import duties you were charged.
3. Authenticity
Authenticity claims are handled under clause 2 above and our Authenticity Guarantee: if the brand's own verification, or an independent recognised authentication service,
determines that an item is not authentic, you receive a full refund, including the cost of the authentication.
EU customers — statutory returns
EU customers have a statutory right of withdrawal. We accept return requests submitted
within 14 days of the delivery date, provided the item is:
- unworn, unwashed and unaltered, with no signs of use;
- in its original packaging, with all tags, security tags and accessories included;
- not ironed, perfumed or treated in any way.
Items that do not meet these conditions may be refused, or subject to a deduction based on the assessed loss in value. For EU statutory returns, return shipping is arranged and
paid by the customer; we recommend using a trackable courier, as Maison LZ is not liable for items lost or damaged in transit.
Change of mind (customers outside the EU)
Because each item is sourced to order, we do not accept returns or exchanges for change of mind after the 24-hour cancellation window. Please use the measurements and
photographs we provide — and ask us for more — before ordering. We are glad to help you choose the right size or model.
Sizing
We strongly recommend checking the brand's official size guide, or trying the item in an
authorised boutique, before ordering. Size-related requests remain subject to the return
conditions above. If you are unsure, contact us before ordering — we are happy to advise.
How to request a return
1. Email us at support@maisonlz.com with your order number and the reason for the return.
2. Wait for our confirmation before shipping anything back.
3. Items must be shipped within 5 days of our approval; requests that expire will not be accepted.
Refund method and timing
Once the returned item has been received and inspected, we issue the refund to your
original payment method within 5–7 business days. We also offer a store credit refund
option with an additional 5% bonus credit, redeemable on your next purchase.
Customs and import duties
Duties and taxes charged on the original order are the buyer's responsibility and are non-refundable, except where the item is returned under clause 2 (not authentic, wrong item, or serious quality defect), in which case we also refund the duties you paid.
Return shipments to China may attract import duties of up to 30% of the order value; for returns under clause 2 these are covered within the USD 50 return-shipping allowance, and any excess is the customer's responsibility. Where a package is refused or left unclaimed, the resulting return shipping and customs fees are deducted from the refund.
Verification
All products we sell are guaranteed authentic and are eligible for verification by
internationally recognised authentication bodies. Please see our Authenticity Guarantee.
By placing an order you agree to this Returns & Refunds Policy.