Returns & exchanges

What is our return policy?

You have a period of 14 days from the receipt of your order to request a return.

Items must be in their original condition, never worn, and tried on only on a soft surface (carpet, rug, towel).

For Europe, UK, and US regions, and only for orders valued over €500, approved returns are covered by Maison Ernest through our service providers (return label provided).

For all other countries, or orders valued under €500, the return shipping cost is the responsibility of the customer, on a DDP basis, including all incurred fees (transport, customs duties, and taxes). Our team remains at your disposal to assist you and, if you wish, to offer you the services of our shipping partners. In this case, the carrier cost will be deducted from the total refund amount.

Upon receipt of your product and after inspection by our Quality Service, we will proceed with the exchange or refund, no later than within 30 days.

Can I exchange a model?

Yes, subject to the model’s availability.

For Europe, UK, and US regions (and only for orders valued over €500), in case of an exchange, the second delivery is free, subject to availability and compliance with all the conditions detailed above.

However, if a second return is necessary for a second exchange, this new return will be entirely at the customer’s expense, on a DDP basis, including all incurred fees (transport, duties, customs taxes).

For all other countries, the standard return conditions mentioned above apply.

Please contact our customer service at cs@maisonernest.com to arrange the exchange.

Do you offer a repair or restoration service?

In case of a manufacturing defect, your shoes can be repaired or restored by our partner artisans. The timeframe will depend on the nature of the intervention.

In case of natural wear, prolonged use, or damage due to misuse, Maison Ernest can direct you to its partner artisans; however, all repair costs will be borne by the customer.

SPECIAL CASES

If the return procedures indicated above are not followed—for example, if you send back a product without following the prescribed process, or if you initiate a return on your own without prior approval—any costs charged to Maison Ernest (transport, customs, taxes, or any other costs related to non-compliance with return rules) will be automatically deducted from your total refund.