Refund policy

If you change your mind about a purchase, Maison Rue will accept returns within 30 days of receiving your order. Unfortunately we don't offer free return labels so you will be responsible for the cost of the return. The cost of your return fee will be equal to the cost of the return label + a $5 restocking fee per order to account for the costs of inspection and repackaging. The cost of shipping is also non-refundable. If you wish to return the order to us using your own shipping method we will provide you with the return address via email and you will be responsible for tracking, insurance or lost packages.

To be eligible for a return all items must be returned 

  • In original, unused condition
  • Shrink-wrap must be unopened for hygiene purposes
  • In original packaging, unopened with all original parts

Any signs of use, including opened shrink-wrapping will result in the item becoming non-refundable for hygiene purposes. We can only resell items that unused in original packaging.

To start a return, contact us at Hello@maisonruekid.com 

Items sent back to us without first requesting a return will not be accepted.

Return Shipping Responsibility

While Maison Rue may provide prepaid return shipping labels for approved returns, customers remain responsible for ensuring the package is properly packaged and physically accepted by the shipping carrier.

We strongly recommend:

  • Obtaining a physical acceptance receipt from the carrier at the time of drop-off

  • Using staffed carrier counters for oversized packages

  • Avoiding unattended drop boxes or self-service package chutes for larger parcels

  • Retaining all mailing receipts and tracking documentation until the return has been fully processed

Maison Rue is not responsible for return packages that are lost, stolen, delayed, damaged, misdelivered, or not accepted into the carrier’s possession during transit back to us. Returned merchandise remains the responsibility of the customer until successfully delivered to and received by Maison Rue.

In the event a return package is lost or missing in transit, the customer is responsible for contacting the shipping carrier and filing any applicable missing mail or insurance claims. Refunds, exchanges, or store credits cannot be issued for packages that do not show confirmed delivery to Maison Rue.

Damages and issues
If you receive a damaged or faulty item please contact us within 7 days of receiving the product. Please send us an email at hello@maisonruekid.com and include photos or a description so that we may inspect and replace your items.  If the product was purchased at one of our retail partners please contact the retailer for all returns / exchanges. 


Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. All sale items will be marked final sale and there will be warnings on our website during sale periods to remind you of this. 


Exchanges
If you wish to exchange an item to another size, style or color we will need to receive your return for inspection before we can send out the new items. If you are in a rush, or need the items sooner we suggest placing a new order and returning the other items for a refund. We will waive the restock fee for exchanges. 


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will refund your order to the original payment method within 5 days of receiving the return. You will receive an email confirmation once we have completed processing the return. Please keep in mind the time it takes to be returned to your account will depend on your bank, credit card or institution used. Once you have received an email confirming the return was processed you will need to contact your bank, credit card or institution for information about when funds will be available. 

For all other questions, concerns or complaints please email us directly at hello@maisonruekid.com