Refund policy

Return and Refund Policy

At Maisie London, we want you to love what you ordered. If something isn’t right, you can return it within 30 days of receiving your order.

Eligibility
To be eligible for a return, items must be:

  • Unworn, unwashed and in the same condition you received them
  • In their original packaging, with all tags attached
  • Accompanied by proof of purchase (order number)

Items that cannot be returned: final-sale items, items marked as non-returnable at the time of purchase, and gift cards.

How to start a return

  1. Email us at support@maisielondon.com with your order number and the item(s) you want to return.
  2. Our team will reply within 24 hours on business days with return instructions and the return address.
  3. Please do not send items back without first contacting us. Parcels sent without authorisation cannot be accepted.

Return shipping
[Choose one option and delete the other:]

  • Option A: Return shipping is free. We will provide a prepaid return label.
  • Option B: Return shipping costs are the customer’s responsibility and are non-refundable. We recommend using a trackable service, as we cannot be responsible for items lost in transit.

Damaged, defective or incorrect items
If your item arrives damaged, defective or is not what you ordered, please contact us within 7 days of delivery with photos of the item and packaging. We will send a replacement or issue a full refund, including any shipping costs, at no cost to you.

Exchanges
The fastest way to get a different size or colour is to return the original item and place a new order.

Refunds
Once we receive and inspect your return, we will notify you by email. If approved, your refund will be issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.

Late or missing refunds
If you haven’t received your refund after 10 business days, please check with your bank first, then contact us at support@maisielondon.com.

Order cancellations
You can cancel your order free of charge within 24 hours of placing it, provided it has not yet shipped. Email us as soon as possible with your order number.

Questions
Contact us at support@maisielondon.com, Monday to Friday 9:00 am – 6:00 pm, Saturday 9:00 am – 5:00 pm.