We’re sorry to hear that you’re not 100% satisfied with you order. You can ask for 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 to our facilities. Please do not ship anything back before you get the RA# from us.

All items must be returned in 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 costs.

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 being 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 shipment 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 it appoint to inform our customers we've received their package as soon as it's delivered to our warehouse. However, we highly suggest that you keep a tracking number of your returned item in order to keep up to date with the exchange process since we are not responsible if a package gets lost while in transit to our warehouse.

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.

All our styles are inspected before being shipped to ensure that the highest quality garments are being sent to you. In the unlikely event that your product if defective, contact us at saskiathuot@gmail.com within 1 month of receipt. Please include images showing the faulty/damaged product. We'll make sure to sort out the problem quickly.

Additionally, we cannot be held liable for any damage beyond normal wear and tear.

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.