We’re sorry to hear that you’re not 100% satisfied with your order. You can request an exchange or refund within 30 days of the date you received your order. To request an exchange or refund, please email us at maisonbalmy@gmail.com with your order number and request in the subject line of your email (e.g., Exchange Order #123456) or fill in the form in the section above.

We’ll contact you within 24-48 hours and provide you with a return/exchange confirmation number to include on your package so we can trace it once it arrives at our facilities. Please do not ship anything back before you receive the RA# from us.

All items must be returned in their original condition, unused, unwashed, and undamaged. If we receive a towel that is not in its original condition, we will not accept it and it will be returned to you at your own expense.

The buyer is responsible for all return costs—including shipping, duties, and taxes. These are not covered and will not be reimbursed by us. We reserve the right to refuse a return that has unpaid duties and taxes charged to us. We will not be responsible for lost packages as this is out of our control; therefore, we suggest you send back your package insured with a tracking number.

Note: If your original order was paid using a PayPal account, they offer a service to cover and refund return shipping costs. Please see your country's local PayPal website for more info.

Once your package has been received and inspected to make sure it meets our return standards, you’ll receive an email with a promo code so you can place your exchange order, or a confirmation email that we’ve issued the refund. Note that it can take up to 5 business days before you see the refund in your bank account.

We do not refund the amount you’ve paid for shipping since this amount was already given to the delivery courier. We will deduct 4$CAD for our administrative and repackaging fee, but won’t deduct the amount we paid in shipping if you have received free shipping.

Rest assured that we make a point of informing our customers as soon as their package is delivered to our warehouse. However, we highly suggest that you keep the tracking number for your returned item in order to stay up to date with the exchange process, as we are not responsible if a package is lost in transit to our warehouse.

Once your package has been received and inspected to ensure it meets our return standards, you will receive an email with a promo code so you can place your exchange order, or a confirmation email stating that we have issued the refund. Note that it can take up to 5 business days for the refund to appear in your bank account.

Tous nos modèles sont inspectés avant d'être expédiés afin de garantir que les vêtements de la plus haute qualité vous soient envoyés. Dans le cas peu probable où votre produit serait défectueux, contactez-nous à saskiathuot@gmail.com dans un délai d'un mois suivant la réception. Veuillez inclure des images montrant le produit défectueux/endommagé. Nous veillerons à régler le problème rapidement.

De plus, nous ne pouvons être tenus responsables de tout dommage excédant l'usure normale.

First and foremost, sorry, this is our bad! While all the steps are in place to avoid this, mistakes can happen since we have many orders shipped out from our warehouse everyday. Please contact us as soon as you notice it at maisonbalmy@gmail.com and we’ll sort out that problem quickly.