Refund policy
Each Maison Orlume piece is made to order using the personal details selected for the design. Please review names, initials, dates, colors, sizes, and other available options carefully before placing your order.
Personalized items and change-of-mind returns
Because our current products are made to order and personalized for you, we do not accept returns or exchanges for a change of mind once production has begun.
This does not affect any rights you may have under applicable consumer law.
Changes and cancellations
If you need to change your personalization or cancel an order, email support@maisonorlume.com within 12 hours of placing the order and include your order number.
We will do our best to help, but changes or cancellations cannot be guaranteed after production has begun. If a cancellation is accepted, the refund will be issued to the original payment method.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or different from the confirmed details of your order, contact support@maisonorlume.com within 7 calendar days of delivery.
Please include:
- your order number;
- a description of the problem;
- clear photographs of the item; and
- photographs of the packaging if the parcel arrived damaged.
Keep the item and its packaging until we have reviewed the issue. Do not send an item back without contacting us first.
How we resolve a problem
After reviewing the information provided, we will offer an appropriate resolution for a confirmed damaged, defective, or incorrect item. We will normally arrange a remake or replacement at no additional product or standard shipping cost. If we cannot reasonably resolve the issue with a remake or replacement, we will issue a refund to the original payment method.
If a return is required, we will provide return instructions before the item is sent. Where applicable, we will cover authorized return shipping for a confirmed damaged, defective, or incorrect item.
Refund timing
Approved refunds are issued to the original payment method within 5–10 business days. Your bank, card issuer, or payment provider may need additional time to post the refund to your account.
If more than 10 business days have passed since we confirmed your refund, contact support@maisonorlume.com.
Your legal rights
Nothing in this policy limits or excludes rights or remedies that cannot be limited or excluded under the consumer laws that apply to your purchase.