Returns & exchanges

What is our return policy?

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

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 areas only, approved returns are covered by Maison Ernest through our service providers (return label provided).

For all other countries, the return is at the customer's expense, on a DDP basis, including all incurred costs (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 carrier 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 Department, 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 areas, in case of an exchange, the second delivery is free of charge, subject to availability and compliance with all the conditions detailed above.

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

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

Please contact our customer service 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 craftsmen. The timeframe will depend on the nature of the intervention.

In case of natural wear, prolonged use, or damage due to improper use, Maison Ernest can direct you to its partner craftsmen; 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 cost related to non-compliance with return rules) will be automatically deducted from your total refund.