Replacement Policy

Replacements for Defects

Every piece is handmade with care. If your item has a manufacturing defect — such as faulty hardware, stitching issues, or structural problems — we will replace it at no additional cost.

What Qualifies

• —Manufacturing defects (faulty hardware, stitching, structural issues)
• —Items must be reported within 14 days of delivery
• —Items must be in original packaging with all accessories

What Does Not Qualify

• —Normal wear and tear, scratches, or natural leather patina
• —Damage caused by misuse, accidents, or improper care
• —Change of mind or colour preference

How It Works

1. 1.Email us at hello@maisonelowen.com with your order number and photos of the defect
2. 2.Our team will review and confirm eligibility within 48 hours
3. 3.Ship the item back to us — return shipping is the customer’s responsibility
4. 4.Once received, we’ll handcraft your replacement and ship it to you at no charge

Important Notes

• —We do not offer refunds — only replacements for qualifying defects
• —Return shipping costs are the customer’s responsibility
• —Replacement pieces are made to order — please allow production time