The
Maison Noor
GloballyCurated
Legal

Refund & Returns Policy

Last updated: June 2025

Our Commitment

At Maison Noor, every object is prepared on order with meticulous care. Because each piece begins production upon your purchase, our ability to accept returns is limited — as it would be for any bespoke or made-to-order luxury item. We want you to be completely certain before you order. Our concierge is available to answer any questions, share additional images, or discuss a piece in detail before purchase.

Cancellations

You may cancel your order within 24 hours of placement for a full refund with no questions asked. After 24 hours, production may have commenced and a cancellation fee of up to 30% of the order value may apply to cover materials and artisan time.

To cancel, please contact us immediately at business@themaisonnoor.com or via WhatsApp.

Damaged or Defective Items

If your piece arrives damaged or is defective, we will make it right — a replacement or full refund will be offered. Please:

  1. Inspect the package before signing for delivery where possible
  2. Photograph any damage to the outer packaging and the item
  3. Contact us within 48 hours of delivery at business@themaisonnoor.com with your order number and photographs

We will review your claim and respond within 3 business days with a resolution.

Returns (Change of Mind)

Due to the bespoke, prepared-on-order nature of our objects, we are unable to accept returns for change of mind. This applies to all pieces in our collection.

We strongly encourage you to:

  • Review all product images, dimensions, and descriptions carefully before purchasing
  • Contact our concierge for additional photography, material samples, or any clarifications
  • Request our WhatsApp concierge to walk you through any piece in detail before committing

EU / UK Consumer Rights

Customers in the European Union or United Kingdom may have statutory cancellation rights under the Consumer Rights Directive or the Consumer Contracts Regulations (14-day cooling-off period). However, this right does not apply to goods made to a consumer's specifications or clearly personalised. As our objects are prepared individually on order, they are exempt from this statutory cancellation right.

If you are unsure whether this exemption applies to your purchase, please contact us before ordering.

Refund Processing

Where a refund is approved, it will be processed to your original payment method within 7–10 business days. Shopify Payments may take a further 3–5 business days to reflect the credit in your account, depending on your card issuer.

Exchanges

We do not offer like-for-like exchanges. If you wish to cancel an eligible order and place a new one, please follow the cancellation process above and place a separate new order.

Speak with Our Concierge

We believe in ensuring every customer is completely at ease before purchasing. Our concierge is here for you before, during, and after your order.

← Back to Home