Returns & Exchanges
What is our return policy?
You have 14 days from the date of 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 zones only, validated returns are handled by Maison Ernest via our service providers (return label provided).
For all other countries, the return shipping is at the customer's expense, via DDP (Delivered Duty Paid) shipping, including all costs incurred (transport, duties, and customs taxes). Our team remains available to assist you and, if you wish, to connect you with offers from our shipping partners. In this case, the shipping 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, at the latest within 30 days.
Can I exchange a model?
Yes, subject to model availability.
For the Europe, UK and US zones, in the event of an exchange, the second delivery is offered, subject to availability and in compliance with all the conditions detailed above.
On the other hand, in the event that a second return is required as part of a second exchange, this new return will be entirely at the customer's expense, in DDP format, including all costs incurred (transport, duties, customs taxes).
For all other countries, the normal return conditions mentioned above apply.
Please contact our customer service at contact@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 turnaround time will depend on the nature of the repair.
In the event of natural wear and tear , prolonged use or an accident related to misuse, Maison Ernest can direct you to its partner craftsmen; however, the entire cost of repair will be borne by the customer.
SPECIAL CASES
In the event that the return procedures indicated above are not respected — for example if you return a product without following the intended route, or if you initiate a return on your own initiative without prior validation — any costs that may be charged to Maison Ernest (transport, customs, taxes or any other cost related to non-compliance with the return rules) will be automatically deducted from your overall refund.