1
write to us
contact us within 30 days of delivery with your order number and the piece you want to return. we reply with the return address, the instructions and any return cost that applies to your order.
maison solani customer care
returns
30 days from the day it lands. write to us and we send you the return address and the instructions for your order.
30-day returns
if a piece is not right, you have 30 days from delivery to start a return. send us your order number and the piece you would like to return, and we reply with the return address and the full instructions for your order.
start a returnhow a return works
2
prepare the parcel
the piece goes back unworn and unwashed, with every original tag still attached and in its original packaging. pack it so it arrives in the same condition it left in.
3
post it back
send it within 14 days of receiving your instructions and keep your proof of postage until the return is complete.
the detail
the delivery date shown by the carrier is day one. if your order arrives in more than one parcel, the 30 days begin when the final parcel is delivered.
requests are assessed individually and approval is not automatic. the piece must arrive unworn and unwashed, with all original tags attached and in its original packaging.
you choose store credit or your money back when you start the return. store credit is issued at the full price you paid plus 10%, never expires, and can be used across any number of orders. a refund goes back to your original payment method.
we confirm within 2 business days of your parcel reaching us. store credit is issued the same day; approved refunds are issued within 3 business days, and your bank may need a further 5–10 business days.
we may decline further requests where a pattern of repeated returns, or indications of misuse, are identified. this does not affect your rights in respect of faulty, damaged or incorrect items, or any mandatory consumer right that applies to you.
write to us before you send anything
returns are accepted only after you have contacted us and received your instructions, so we can direct the parcel to the right place. please do not send a return to our registered business address.
condition requirements
- clothing must be unworn and in original condition.
- all original tags must remain attached.
- the original clear garment packaging and sku label must be included.
- items must be free from makeup, fake tan, perfume, deodorant, stains, wear and customer-caused damage.
- parcels must be packaged securely so nothing is damaged in transit.
- returns must be posted within 14 days of your return instructions being issued.
returns information
items we cannot accept
certain categories are excluded from our voluntary return services, including beauty products, bodysuits, face masks, intimates and lingerie, jewellery, swimwear, and wholesale or open-pack orders.
these items remain fully covered if they arrive faulty, damaged or incorrect.
no items are currently sold as final sale.
refunds
approved refunds are issued to your original payment method.
we confirm within 2 business days of your parcel reaching us and issue approved refunds within 3 business days. your bank may need a further 5–10 business days to show it.
if you would prefer store credit, we add 10% to the value. store credit never expires. this is entirely optional and never replaces your refund.
return shipping costs
the return instructions we send you confirm the return address and any return cost that applies to your order.
different arrangements apply when an item is faulty, damaged, incorrect, or where applicable law requires otherwise.
faulty, damaged or incorrect items
contact maison solani as soon as possible if an item arrives faulty, damaged or different from what you ordered. include your order number, a description of the issue and clear photographs of the item and packaging where relevant. we resolve these at our cost.
your mandatory legal rights for faulty or non-conforming goods are separate from our voluntary return services and are not limited by them.
import duties and taxes
a number of styles are dispatched from a partner facility outside canada. any import duties or taxes charged on delivery are set by the destination authority and collected by the carrier. they are not paid to maison solani.
if you have been charged import duties, the carrier or the canada border services agency can advise on their process.
exchanges
direct exchanges are not currently guaranteed. if you need another size, colour or style, contact us about your original item and place a new order, subject to availability.
where we deliver
maison solani delivers within canada only. if you hold an older order that was delivered somewhere else, contact customer care and we will help you with it.
any mandatory consumer return, cancellation, conformity or warranty rights that apply in your jurisdiction remain unaffected.
statutory withdrawal rights
maison solani is operated by pippify, a company registered in the netherlands. where a statutory right of withdrawal applies to your purchase, you generally have 14 days after receiving the goods to notify us that you are withdrawing from the distance contract, subject to applicable legal exceptions.
after validly notifying us, the goods must generally be returned within a further 14 days. these statutory rights apply independently of the voluntary return services described above, and nothing on this page limits them.
return address
please do not send a return to the maison solani registered business address.
the correct return destination and the instructions for your order are provided after you contact us. this is how we make sure your parcel reaches the right place.
need a hand?
not sure what applies to your order? write to maison solani customer care at info@maisonsolani.com and a person will answer.
contact us