Feedback & exchanges

What is our return policy?

You have 14 days from 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 zones only, validated returns are handled by Maison Ernest via our service providers (return label supplied).

For all other countries, the return is at the customer's expense, in DDP version, including all costs incurred (transport, customs duties and taxes). Our team remains at your disposal to assist you and, if you wish, to make you benefit from the offers of our transport partners. In this case, the cost of the carrier will be deducted from the total amount of the refund.

As soon as we receive your product, and after it has been checked by our Quality Department, we will exchange or refund it, within 30 days at the latest.

Can I exchange a model?

Yes, subject to model availability.

For Europe, UK and US zones, in the event of an exchange, the second delivery is offered, subject to availability and compliance with all the conditions detailed above.

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

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

Please contact our customer service contact@maisonernest.com to arrange an exchange.

Do you offer a repair or restoration service?

In the event of a manufacturing defect, your shoes can be repaired or restored by our partner craftsmen. The time required will depend on the nature of the intervention.

In the event ofnatural wear andtear, prolonged use or accident due to misuse, Maison Ernest can refer you to its partner craftsmen; however, all repair costs 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 circuit provided, or if you initiate a return on your own initiative without prior validation - any costs that may be invoiced 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.