Returns & Exchanges
We want you to be completely satisfied with your online purchase. If you are unhappy for any reason, we'll gladly accept the return of unused/unworn items.
In order for your return to be valid YOU MUST NOTIFY US OF YOUR INTENT TO RETURN PRIOR TO SHIPPING THE ITEM BACK. Failure to do so will risk the items being lost and your return will not be accepted (parcels from customers that did not notify us will not be accepted and will be returned to you). ANY COSTS INCURRED (INCLUDING CUSTOMS DUTIES AND TAXES) AS A RESULT OF A FAILURE TO FOLLOW THE RETURN INSTRUCTIONS PROVIDED BY US VIA EMAIL OR HEREIN, SHALL BE DEDUCTED FROM THE REFUND OR CREDIT AMOUNT.
Returns and exchanges must be initiated within 14 days of receiving your order and items must be received by Maison Metaphore... within 30 days from the date of purchase, barring any customs-related delays.
All returned items must be in their new and original condition: unused, not hemmed, unwashed, unworn and with tags attached.
All accessories and items accompanied with items originally (such as cases, user manuals, spare parts) must also be returned.
No returns or exchanges for discounted items are accepted.
Returns that do not meet the above requirements will not be accepted.
How to Return/Exchange
- Initiate a Return/Exchange
- Within 14 days of receiving your order, please send your Return/Exchange request to customer service via firstname.lastname@example.org or live chat with the information set out below.
- For Returns: Please provide customer service with your order number, details of the item you want to return and the reason for your return, and we will get back to you with return instructions.
- For Exchanges: Please provide customer service with your order number, the item you would like to exchange and the model/size of the item to be exchanged so we can reserve your desired item so it does not sell out while we await your package.
- Package the Item(s)
- Pack your item(s) and invoice into a bag or box.
- Follow the instructions being sent by Customer Care Team to create the return label at DHL platform
- On the air waybill please include your invoice number and note “Return shipment to Japan”.
- As soon as the returned item has arrived at our shop, we will process the refund/exchange.
- Send return tracking number
- Prepare a photo or scanned copy of the return invoice/receipt and the tracking number to email@example.com.
- Refund Process
- If you have an account, login here. You may choose to receive your refund in the original form of payment or as store credit.
- Once we receive the returned item(s), your refund will be initiated within 1-2 business days.
- Refunds in the original form of payment may take up to 10 business days to show up on your account due to varying processing times between payment providers. If you do not receive your refund after 10 business days, please contact customer service via firstname.lastname@example.org or live chat and they will gladly assist you.
- Refunds as store credit will be reflected on your Maison Metaphore… online account immediately after being processed. Store credit refunds must be made to the same account used for the original purchase.