Return and refund policies

How do I return my order?

REFUNDS

To request a refund or an exchange, please send an e-mail to retail@maisonrena.com, mentioning RETURN in the Subject, as well as your preference:

• If you would like to arrange the return to us
• Or if you would prefer to have us arrange a pickup for you

In both cases, the shipping cost will be at your charge.

In case you request a pick-up, kindly note that the cost will be discounted from the amount of the refund.

If you choose to arrange the return yourself, please note that potential customs and duty charges (outside the EU Zone) will have to be paid beforehand. RENA has the right to deny all packages with unpaid customs’ costs and duties.

Please note that the package remains under your responsibility until it is received in our facilities.

 

RETURN CONDITIONS

Items must be returned unused, undamaged, with all RENA tags.

You have 15 days from the day you receive your order to return your item(s) in their original condition.

RENA has the right to deny the return if the item(s) do not meet our return criteria.

Is it possible to exchange an item?

We apologise but exchanges are not available right now. Kindly request a return for the item you would like to exchange, and order the other item on our e-shop while available.

Have you received my returned item(s)?

As soon as your return package has been received and processed, you will receive an email from us.

We will process your return within 15 days of receiving your package in our facilities.

How long should I expect to wait for my refund?

Refunds are processed within 15 working days from the day we receive your package in our facilities, assuming all conditions outlined in our returns policy are met.

Refunds can then take up to 10 working days to show on your account.

My item has some kind of defect, what should I do?

Please note that our couture pieces are entirely handmade using traditional craftsmanship and hence not perfectly uniform. We strive to send you beautiful items in impeccable conditions and we truly apologise if an item you have received does not satisfy you.

Please email an image of the fault, along with your Proof of Purchase (ie. order number) to retail@maisonrena.com for further review.

We have a 2-week faulty claims period, in which case we can offer repair, replacement or refund options.