Returns & refunds policy
Maison Métisse is a hand crafted collection. Due to the zen essence of hand made work, each piece is truly unique and will never be identical. Our creations are designed and dedicated to this nature and imperfections are intended. Please keep this in mind when purchasing.
The items you are ordering are handmade, made to order items that are created in our atelier specifically for your order. This handcrafted item takes time to create, and are typically completed between 3-4 weeks after your order is confirmed with proof of payment.
Once your order is placed we do not allow alterations to size, color, pattern, embroidery thread, initials, nor do we permit refunds to be given in the event that these terms were overlooked and blindly agreed to.
REPAIRS ( if applicable )
Maison Métisse is wearable ART so please wear with utmost care. Maison Métisse warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. If damage arises after purchase, Maison Métisse will consider if it is fixable and will charge an appropriate fee to fix.
CANCELLATION AND REFUND
After an order is placed on the online store, a customer can ask for cancellation and refund within first 3 days.
With our Bespoke Make-to-Order Creations, once an order goes into production, cancellation and refund is not possible. From the textile weaving, hand dyeing, to the final stitch in a garment, our production is labour and hand intensive; which means that orders already underway cannot be cancelled or refunded.
At present, we have a timeline of 35-40 business days for fulfilling online orders. This is because our production involves handwoven textiles and sacred hand embroidery produced in remote villages, of the Philippine Islands , followed by hand dyeing, stitching and hand finishing of garments. All these processes are slow and labor intensive; and human errors and unexpected delays associated with them cannot be avoided many a time.
Please note that our fulfilment timeline does not include unforeseen and not in our control delays in the event of a natural disaster, war, calamity or epidemic. In such circumstances, your order will be processed and dispatched after our production and supply chains resume smoothly when any of the above events have passed.
RETURNS ( if applicable )
Maison Métisse is designed with quality fibers and materials and made to sustain wear within reason. We strive for quality over quantity. Thank you for understanding the nature of handmade and wearable art.
As our Bespoke items are primarily one of a kind, there are no returns on any of our make-to-order, limited edition items.
To be eligible for a return on our RTW Items, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tag and must be returned within 10 days.
REFUNDS (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a we will issue a credit note for the value that can be redeemed with next purchase. This credit note can only be used for in-store purchase on www.maison-metisse.com and cannot be redeemed in cash.
Please contact us by email at hello@maison-metisse.com if you have any questions with returns and refunds.EXCHANGES ( If applicable )
We only replace items if they are defective or damaged from our end. If you need to exchange it for the same item, send us an email at hello@maison-metisse.com . It must also be in the original packaging with tag and must be returned within 15 days. It must also be in the original packaging with tag and must be returned within 15 days.
You will be responsible for paying for your own shipping costs for returning or exchanging your item.
DAMAGED IN TRANSIT / MANUFACTURING
Unfortunately items are occasionally damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept package and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged, is faulty, is defective or has been damaged during manufacturing, after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:
- Offer a partial or full store credit voucher or refund - Replace the product (subject to availability)
- Arrange for the product to be returned to us or our supplier. If we require you to return the product to us, we will pay the cost of the return.
This Faults and Warranties policy does not cover:
-Normal wear and tear -Damage arising from improper assembly or modification -Damage arising from abnormal use or abuse
-Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
-Damage to external or product packaging only -Damage occuring during your own handling and transportation of goods from a pick up location -Insignificant minor variations in dimensions, colour, grain or finish -Insignificant minor imperfections or superficial blemishes
WRONG ITEM DELIVERED
f you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
You may contact us at hello@maison-metisse.com for any other concerns.