Refund policy

We operate a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it, unworn or unused, with tags attached and in its original packaging. You will also need the receipt or proof of purchase.

To make a return, you can contact us at the following address: info@maisonsassenach.com.

If your return is accepted, you will receive instructions on how and where to send your package. Items returned without a prior return request will not be accepted.

You can always contact us with any questions regarding returns to the address info@maisonsassenach.com.

Damages and problems
Please inspect your order upon receipt and contact us immediately if the item is faulty, damaged, or if you have received the wrong item, so that we can assess the problem and resolve it.

Exceptions or non-returnable items
Personalized items and items made to order (Claire Fraser wedding band, Fraser pearl necklace) as well as all shawls, mittens and other woolens are not refundable.
We do not accept returns of promotional items or gift cards.

Exchanges
The quickest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for a new item.

14-day cooling-off period in the European Union
Notwithstanding the foregoing, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without providing a reason. As above, your item must be in the same condition as when you received it, unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

Refunds
We will notify you as soon as we have received and inspected your return, and we will let you know whether the refund has been approved or not. If the refund is approved, you will automatically be refunded to your original payment method within 30 business days. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 30 business days have passed since your return was approved, please contact us at info@maisonsassenach.com.