Refund Policy
Return Policy Summary
Updated January 27, 2026
(a) Return Zone: Returns and exchanges are accepted for customers residing in France.
(b) Eligible Products: Items, whether defective or not, can be returned provided they are intact, unused, and in their original condition.
(c) Withdrawal Period: You have 30 days from the date of purchase to request a return or exchange.
(d) Procedure: Returns must be made exclusively by postal service.
(e) Return Costs: Shipping costs for returning the package are the responsibility of the customer.
(f) Processing Fees: No restocking fee will be applied by Maison Elmora.
(g) Refund Timeline: Once the item is received and inspected, the refund will be processed within 7 business days.
(h) Exceptions: Promotional items and gift cards are non-refundable.
1. General Return Conditions
At Maison Elmora, we want you to shop with peace of mind. If a product does not meet your expectations, you have the option to return it within 30 days of receiving your order.
This policy applies only to deliveries made in metropolitan France.
Before making a return, please contact our customer service at the following email address: info@maisonelmora.com to receive detailed instructions.
Items must be complete, unused, and in their original condition, with all original packaging and accessories. If the product is returned damaged or visibly used, a deduction may be applied to the final refund amount to compensate for the loss of value of the product.
2. Return Procedure and Costs
Returns must be made by postal service. For a non-defective item, the shipping costs for the return are the responsibility of the customer. The exact return address will be provided by our team after your request is validated.
3. Condition of Returned Product
To obtain a full refund, the item must be new and in excellent condition. If a product arrives damaged, used, or incomplete, Maison Elmora reserves the right to apply a deduction on the refund amount to compensate for the loss of value.
4. Exchanges
We offer exchanges for our customers in France. The procedure begins with the standard return of the initial item. Once the return is validated, you can place an order for the new item. In the case of a defective product or an error on our part, the return shipping costs will be covered by Maison Elmora.
5. Refund
Upon receipt and inspection of your return, we will initiate the refund within 7 business days. The amount will be credited to the payment method used for the initial purchase. A confirmation email will be sent to you. The time it takes to appear in your account may vary depending on your bank.
6. Refused or Undelivered Packages
If a package is returned to us due to an incorrect address, refusal of delivery, or an unclaimed package, processing and reshipping fees may be deducted from your refund. We recommend that you carefully check your details before confirming your order.
7. International Orders
This return policy is currently reserved for French residents. For any future international delivery, customs fees and taxes will remain the responsibility of the customer.
8. Legal Right of Withdrawal (EU)
In accordance with European legislation, you have a right of withdrawal of 14 days from the receipt of your order, without the need to provide a reason. The product must be returned in perfect condition, unworn, and with its original tags. A proof of purchase is mandatory.
9. Address Change
If you have already placed an order and wish to change the delivery address, please contact us quickly at info@maisonelmora.com. We will do our best to make the change, but this cannot be guaranteed if the package has already been shipped.
14-Day Right of Withdrawal (European Union)
In accordance with European Union legislation, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, without having to provide a reason.
The product must be returned in perfect condition, unworn, unused, with tags and original packaging. A proof of purchase will be necessary to validate the request.
Contact Information:
Store Name: Maison Elmora
Address: 7 Rue du Clos aux Pois | Lisses, Île-de-France
France Email: info@maisonelmora.com
Phone: +316 827 95 876
Customer Service Hours
Opening Hours (Monday to Friday):
9 AM to 6 PM (GMT+1 Paris)
Opening Hours (Saturday and Sunday):
10 AM to 4 PM (GMT+1 Paris)