Refund policy
We want you to feel completely at ease ordering from Maison Éclaria. If something isn't right with your order, here's exactly how we'll make it right.
Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or isn't what you ordered, please let us know within 30 days of receiving your order.
Email sales@maisoneclaria.com with:
- Your order number
- A photo of the item and, where relevant, the packaging
- A brief note on what went wrong
We'll review your claim and get back to you with next steps. Once approved, you can choose:
- A replacement, shipped within 3 business days, or
- A full refund to your original payment method, processed within a few business days.
Lost in Transit
If your order hasn't arrived, please contact us within 30 days of the estimated delivery date so we can look into it and arrange a replacement or refund.
Change of Mind
Because our products are skincare items, we're unable to accept returns or exchanges once a product has been opened or used, for hygiene reasons. If you'd like to cancel or change an order, please contact us as soon as possible — we're able to make changes only while your order is still being prepared, before it has shipped.
Order Cancellations
If you need to cancel an order, reach out right away. Once an order has moved into preparation for shipping, we're no longer able to cancel or refund it.
Delivery Issues Outside Our Control
We want every order to reach you smoothly, but a few situations are outside what we can cover:
- Incorrect address on file — if a courier returns a package due to an address issue, we're happy to reship once we've confirmed the correct address with you, though reshipping costs will apply.
- Unclaimed or refused deliveries — packages returned to us as unclaimed can be reshipped, with reshipping costs applying.
- Customs — for international orders, you're responsible for any customs duties, taxes, or import regulations in your country. We're unable to issue a refund if a package is returned or held due to customs.
Your Right to Cancel (EU Customers)
If you're shopping from the EU, you have the right to cancel your order within 14 days under the EU cooling-off period. To exercise this right, please note that the goods must be received by you (or someone you've nominated) — a delivery that goes unclaimed does not count as a valid cancellation and may affect your right to a refund.
Refund Timing
Approved refunds are returned to your original payment method. Please allow a few business days for it to appear, as processing times can vary by bank or card provider. If it's been longer than 10 business days and you still don't see it, reach out to us at sales@maisoneclaria.com and we'll look into it.
Questions?
We're here to help.
Email: sales@maisoneclaria.com Mail: BENEFIT Pte. Ltd., 9 Raffles Place, #26-01 Republic Plaza, Singapore 048619 Phone: +65 6816 8196
