Returns & Refunds Policy

Our House, Your Home.

Every Maison Imaulé piece is handcrafted to order by our atelier in Lagos, Nigeria, in limited quantities. Because each piece is made specifically to fulfil your order rather than picked from held stock, our returns process reflects that — and this policy explains exactly how to raise a concern, what we need from you, and what to expect.

All returns, refund requests, and quality concerns must be raised in writing to enquiries@imaule.com. This is our only monitored channel for returns.

We are not able to accept, action, or guarantee a response to return requests made by phone call, Instagram or other social media DM, or to any email address other than enquiries@imaule.com. If you’ve messaged us elsewhere, please also email us directly we want to help, but we can only do so through this channel.

• Your order number

• Photographs of the item clearly showing the issue (for quality or damage concerns)

• A written description of the specific issue

We’re unable to assess or approve a return without this information, so including it upfront is the fastest way to a resolution.

You have 14 days from the date of delivery to notify us of a return or quality concern, at enquiries@imaule.com. This window starts from delivery, not from order date, and is confirmed by our dispatch/tracking confirmation email.

Requests raised after this window may still be reviewed at our discretion, but are not guaranteed.

Please inspect your order as soon as it arrives. If your item is defective, damaged, or not as described, contact us within the return window above with photos and a description, and we will evaluate the issue and make it right including a remake, exchange, or refund as appropriate.

Because our pieces are made to order in limited runs rather than held as stock, we are not able to accept change-of-mind returns except where required by law (see the EU cooling-off section below). This is standard for made-to-order and limited-production goods and is separate from your rights regarding faulty or misdescribed items, which are unaffected.

To be eligible for any approved return, the item must be unworn, unwashed, undamaged by the customer, with all tags attached, and in its original packaging. Proof of purchase is required.

Once your request is reviewed and approved, we’ll confirm next steps and, where applicable, provide a return shipping label and instructions. Please do not send items back to us before receiving this confirmation unauthorised returns sent without prior approval will not be accepted and cannot be refunded.

European Union 14-day cooling-off period

If your order was shipped into the European Union, you have the right to cancel your order within 14 days of delivery, for any reason, under the Consumer Contracts Regulations. This right does not apply to items made to your specification or clearly personalised, in line with regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where it does apply, the item must be returned unworn, unused, with tags, and in its original packaging, with proof of purchase.

Exceptions / non-returnable items

• Sale items and gift cards

• Perishable, custom, or personalised items made to your specification

• Personal care goods, hazardous materials, flammable liquids, or gases

If you’re unsure whether your item qualifies, email us and we’ll confirm.

Once we’ve received, inspected, and approved your return, we’ll notify you and process your refund to your original payment method within 10 business days. Bank and card providers can take additional time to post the refund on their end.

If more than 15 business days have passed since we approved your return and you haven’t received your refund, contact us at enquiries@imaule.com.

We take every customer concern seriously, and our team responds promptly to enquiries@imaule.com. If you experience an issue with your order, we ask that you contact us directly first so we can resolve it quickly raising a chargeback with your bank before giving us the chance to help typically takes longer to resolve than working with us directly, since we’re able to review order, delivery, and communication records to assess and act on your request.

The fastest way to get the right item is to request a return for the item you have and, once approved, place a new order for the item you’d like instead.