Refund policy
RETURN AND REFUND POLICY
The Maison takes the greatest care over your satisfaction. If a creation does not suit you, you have several guarantees to make a return or obtain a refund, in accordance with Belgian and European law.
1. Right of withdrawal
In accordance with Articles VI.47 et seq. of the Belgian Code of Economic Law, you have a period of 14 calendar days to exercise your right of withdrawal, without having to give a reason or pay a penalty.
This period runs from the day on which you, or a third party designated by you (other than the carrier), take physical possession of the product.
2. How to exercise your right of withdrawal
To exercise your right of withdrawal, you must notify us of your decision clearly and unambiguously, before the 14-day period expires, by one of the following means:
Via the online withdrawal feature, available at any time and without creating an account, on our "The Withdrawal" page (link available in the footer of the site);
By email to: contact@maisonesmia.com;
By using the model withdrawal form reproduced at the end of this policy (to be completed and returned to us by email).
On receipt of your notification, we will send you, without delay, an acknowledgement on a durable medium, together with precise instructions concerning the return of the product.
3. Time limit for returning the product
Once your withdrawal has been declared, you have a period of 14 calendar days to physically return the product to us. Compliance with this time limit is assessed from the date the return is dispatched (the postmark being taken as proof).
4. Return address
Products must be returned to the following address:
Maison Esmia SRL
Avenue Louise, X
1050 Brussels
Belgium
We strongly recommend that you choose a tracked, or even insured, shipment, so as to be able to prove dispatch and proper delivery of the return. Any parcel lost or not received, in the absence of proof of dispatch, cannot give rise to a refund.
5. Conditions for accepting returns
To be accepted, the returned product must imperatively:
Be unworn, unused, unwashed and unperfumed;
Be returned in its original condition, with all its accessories, tags attached and original packaging (box, dust bag, tissue paper, etc.);
Show no trace of use (stains, odours, marks, pronounced creases, etc.) beyond what is strictly necessary to verify the nature and characteristics of the product, as you would in a shop.
Tags must remain attached to the product; any return with the tag removed cannot be accepted.
6. Return costs
Return costs are borne by the customer, who freely chooses the method and carrier for the return. Maison Esmia does not provide a prepaid return label.
7. Refund time and terms
Once your return has been received and checked, Maison Esmia will issue the refund within 7 to 10 business days.
The refund is made using the same means of payment as that used for the original order, unless you expressly agree to another means.
Scope of the refund
Full return of the order: refund of the price of the products and of the original standard delivery costs (€6 in Belgium, €8 for France, the Netherlands, Spain and Germany). If you had chosen express delivery within Belgium (€12), only the standard delivery rate (€6) will be refunded, the surcharge corresponding to an additional service chosen by you.
Partial return (only some of the products): refund of the price of the returned products only. The original delivery costs are not refunded, the delivery service having effectively been provided for the products kept.
Return costs, borne by the customer, are in no case refunded.
8. Returned products not meeting the conditions
If the returned product shows signs of use beyond what is necessary to verify its nature and characteristics (stains, odours, traces of washing, prolonged wear, tags removed, accessories missing or damaged), Maison Esmia reserves the right:
To reduce the amount of the refund in proportion to the loss in value observed;
Or, if the product is no longer in a condition to be resold, to refuse the return. The product will then be returned to the customer at their expense.
This provision is in accordance with Article VI.51 of the Belgian Code of Economic Law.
9. Exchanges
Maison Esmia does not offer direct exchanges (change of size, colour or model).
If you wish to have another product, we invite you to:
Return the product following the procedure described above;
Place a new order on www.maisonesmia.com for the product you want.
This procedure allows for faster, clearer and smoother handling, and avoids any dispute linked to stock shortages or price differences.
10. Legal guarantee of conformity (defective or non-conforming products)
Independently of the right of withdrawal, you benefit from the legal guarantee of conformity provided for in Articles 1649bis to 1649octies of the Belgian Civil Code.
This guarantee applies for 2 years from delivery of the product and covers any lack of conformity existing at the time of delivery, in particular:
Defective product (stitching, fabric, etc.);
Product different from the one ordered (model, colour, wrong size);
Product not displaying the qualities advertised.
Procedure in the event of a defect
Contact us at contact@maisonesmia.com as soon as possible, describing the problem and attaching photographs of the product concerned.
Maison Esmia will proceed, at its choice and according to what is most appropriate, with the repair, replacement or refund of the product.
All costs related to the implementation of this guarantee (return, re-dispatch) are borne in full by Maison Esmia.
This legal guarantee applies in addition to any commercial guarantee and without prejudice to the right of withdrawal provided for in Article 1.
11. Special cases
Gifts or samples that may be included in the order are non-refundable and do not have to be returned in the event of a return.
12. Contact
For any question relating to a return or refund, our customer service is at your disposal:
We undertake to respond to you as soon as possible and with the greatest care.
WITHDRAWAL FORM
(To be completed and returned only if you wish to withdraw from the contract.)
For the attention of:
Maison Esmia SRL
Avenue Louise, X
1050 Brussels, Belgium
Email: contact@maisonesmia.com
I/We () hereby notify () you of my/our (*) withdrawal from the contract for the sale of the item below:
Product description: ............................................................
Order number: ............................................................
Ordered on () / received on (): ............................................................
Name of consumer(s): ............................................................
Address of consumer(s): ............................................................
Date: ............................................................
Signature of consumer(s) (only where this form is notified on paper): ............................................................
(*) Delete as appropriate.
Return and refund policy updated on 21 June 2026.