Shipping and Returns

Exchanges & Returns

Returning an item couldn't be easier. Try your purchases on in the comfort of your own home and if you need to send them back, you have 28 days from the date you received your order to exchange or return. We will collect from your home, work or an alternative address for free.

Shipping is complimentary on all exchanges, although customers outside the US are responsible for taxes and duties.

Please make sure your items are returned new, unused and with all Maison Luisant and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to you.

Please contact our customer care team by emailing concierge@maisonluisant.com if you have any further questions.

Should you need to return your purchase, you have 28 days from receiving your order to arrange your exchange or return, book your complimentary collection and have your items sent back to us.

Please follow the steps below to return your purchase.

  1. Sign into your account and under My Orders, select the order number containing the items you would like to return.
  2. Click on the "CREATE EXCHANGE/RETURN" button and choose the reason for return. If you would like to exchange an item, choose your replacement size.
  3. Check the box to agree with our Returns Policy. You will then receive an email including your returns instructions and details about the next steps to take.
  4. Arrange a free collection with the shipping carrier that delivered your purchase. For UPS, call +1 800 823 7459or drop your shipment off at your local UPS store or at any UPS facility. For DHL, book your collection online or over the phone:
    • Refer to the DHL link provided in the returns email. Enter your 10 digit waybill number located under the barcode of your printed returns label that appears as “WAYBILL XX XXXX XXXX”. Review your details and select a convenient date and time for collection.
    • Visit dhl.com and select your country to find the relevant telephone number. Remember to quote our account number found in the returns email.

Maison Luisant Premier customers will be contacted within 24 hours to organize a collection.

To ensure your return is covered by our complimentary returns policy, please send it back from the same country it was delivered to. Orders sent back from a different destination may incur additional charges and be delayed in customs.

We prefer that items are returned to us via our own service so that they are protected and insured. You can return using any secure means, but we may not accept liability. Please email  concierge@maisonluisant.com if you intend to do this and send your purchase to the following address:
Maison Luisant
4059 Westheimer Rd.,
Houston, Texas 77072
USA

Your refund will be credited to the original payment method or as store credit to your Maison Luisant account.

If your order has been sent to a destination within the US or Canada, all sales taxes will be refunded. Outside the US and Canada, customs duties and sales taxes are non-refundable through Maison Luisant. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Our Policy

All items must be returned new, unused with pricing still attached. Returns that do not meet our policy will not be accepted and sent back to the customer.

Repeated Returns
We offer a flexible returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion or lead to the closure of your Maison Luisant account.

Late Returns
Your purchase should be sent back to us within 28 days of receiving your order. Returns outside of this period may be accepted at the discretion of Maison Luisant.

Clothing
Beauty

Skincare, Cosmetics and Hair Care must be returned unused, unopened, and in their original packaging otherwise we will not accept them. Please note that fragrance, nail polish and aerosols are final sale and cannot be returned due to transport restrictions.

Gifts
To arrange a gift return, please email concierge@maisonluisant.com and we will assist you further.

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty.

If your item is faulty when you receive it, you can return it for a refund within 30 days from the date you received it. If you have owned your item for longer than this, and certainly over 3 months, then please contact Customer Care.

Final Sale
During our sale clearance, products marked as Sale Must-Have cannot be returned or exchanged.

Beauty Product Restrictions

The US Department of Transportation does not allow pressurized or flammable items to be shipped by air. As a result, orders containing fragrance, nail and aerosol products must be delivered via our Ground option.

Due to these restrictions, these items cannot be sent to international shipping addresses at this time. In the meantime, we suggest that you select a different shipping destination within the US. Alternatively, you can contact our customer care team at +1.855.Luisant or +1.713.505.1560 to help you choose some other items you might like.

For more information or assistance in placing your order, please call customer care or email concierge@maisonluisant.com

Shipping Info

We offer Free Ground Shipping on all US orders (including Hawaii and Alaska). When placing your order, simply select your preferred delivery option on the shipping page before proceeding to purchase.

We deliver UPS within the US and DHL for all international orders. For orders over $200 complimentary International Shipping.