Return Policy
Last Updated: 06/11/2025
We want you to be completely satisfied with your purchase. If for any reason you’re not happy with your item, we offer a 14-day return policy.
Accepted Products for Returns
We accept returns for both defective and non-defective products, provided they meet the return eligibility criteria.
Returns
You have 14 days from receiving your item to request a return. To be eligible:
The item must be new and in its original condition.
It must include tags and original packaging.
A receipt or proof of purchase is required.
To initiate a return, please contact us at info@maisonsoho.co.uk We will provide you with a return address and further instructions. Returns without prior approval will not be accepted.
If your return is approved, we will provide the adress to return your package.
Return Method
Returns are accepted by mail.
Damages and Issues
Inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, please contact us within 48 hours so we can resolve the issue. We will cover the cost of returns for items damaged during transit.
Non-Returnable Items
We cannot accept returns for:
Custom items (such as personalized products or special orders).
Items that have been significantly used or are not in resalable condition.
If you’re unsure whether your item is returnable, please reach out to us.
Exchanges
Yes, we accept exchanges. If you'd like to exchange an item, the fastest way is to return the original item and place a new order for the desired product.
Refunds
Once we receive and inspect your return, we will notify you whether your refund is approved. If approved, we will issue a refund to your original payment method within 10 business days. All refunds are processed in British Pounds (GBP). There is no restocking fee.
Return Shipping Costs
A return shipment must always include a valid tracking number.
The buyer is fully responsible for all return postage and related costs. Due to new EU regulations, customs duties, taxes, or import fees may apply. The buyer must cover these fees.
If a return shipment is sent without customs fees being prepaid, or if such charges are forwarded to us, we will refuse the delivery and the return will be considered invalid.
Customers are responsible for return shipping costs.
We do not offer prepaid return labels, and return shipping fees are non-refundable.
Return label method: Customer’s responsibility.
Restocking Fees: No cost
Return processing center: All returns are processed at a returns facility in the Netherlands.
Contact
Should you have any questions about our return practices or this Return Policy, or if you would like to exercise any of your rights, please contact us.
Store Name: Maison Soho
Address: 12 Whiteladies Road, Clifton, Bristol, BS8 1PD, United Kingdom
Phone: +44 1174102241
Email: info@maisonsoho.co.uk
Opening Hours: Monday - Friday: 9:00 AM - 5:00 PM GMT
Reach out to us: Contact page
