Return Policy
Last updated: January 27, 2026
Return and Exchange Policy
The return and exchange services of Maison Elmora are available to our customers residing in France and Australia. Any item, whether it has a defect or no longer meets your expectations, can be returned provided it is sent back intact, unused, and perfectly preserved in its original condition.
You have a period of 30 days from the date of your purchase to inform us of your intention to return or exchange a product. The procedure requires shipping by post at your convenience. It is important to note that the shipping costs related to the return are your responsibility, while Maison Elmora commits to not charging any restocking or additional processing fees.
Upon receipt of your package and after verifying the conformity of the items, we will process your refund within 7 business days. However, we inform you that this policy does not apply to items purchased on promotion or gift cards, as these are non-refundable.
1. General Conditions and Coverage Area
This policy applies to orders placed on www.maisonelmora.com and delivered in metropolitan France and Australia. We accept returns and exchanges within 30 days after receiving your order.
2. Condition of Products
To qualify for a full refund, items must be:
Intact, unused, and in their original condition.
Accompanied by the original packaging and all accessories.
Note on depreciation: If a product is returned to us damaged, incomplete, or shows signs of obvious use, a deduction corresponding to the loss of value will be applied to your refund.
3. Return Procedure
Returns are made exclusively by post.
- Contact us at info@maisonelmora.com to validate your request
- The shipping costs for returning a non-defective item are the responsibility of the customer.
- The exact return address will be provided to you by our customer service.
4. Exchanges
We offer exchanges for our customers in France and Australia. Once your return is received and validated, you can place a new order for the replacement item. In the case of a defective product, Maison Elmora will cover the return shipping costs.
5. Refunds and Fees
- No restocking fee is applied for items returned in good condition.
- Once the inspection is completed, the refund is processed within 7 business days via the original payment method.
- Items on promotion and gift cards are non-refundable.
6. Refused Packages or Address Errors
If a package is returned to us due to an address error on your part, a refusal of delivery, or an unclaimed package, processing and reshipping fees may be charged to you. Please carefully check your details when ordering.
7. Order Modification
If you wish to change your delivery address after validating your order, contact us immediately at info@maisonelmora.com. If the package has already been shipped, we unfortunately cannot guarantee the modification.
8. International Orders
Maison Elmora currently delivers to France and Australia.
For customers in Australia, in accordance with the Australian Consumer Law (ACL), you have legal guarantees in case of a defective product, non-compliance, or inaccurate description. These rights apply regardless of our standard return policy.
- In the case of a defective product: Maison Elmora covers the return shipping costs.
- In the case of a return not related to a defect: shipping costs remain the responsibility of the customer.
- The refund is processed within 7 business days after receipt and inspection of the product.
- To initiate a return, contact info@maisonelmora.com.
For all other international destinations (coming soon), customs fees in case of return remain the responsibility of the customer.
Legal Right of Withdrawal (EU)
In accordance with European Union rules, you have a right of withdrawal of 14 days, which Maison Elmora voluntarily extends to 30 days for your convenience.
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)