Return Policy

At Maison Southland, customer satisfaction is our priority. However, if you wish to return an item, please read our Return Policy below carefully. If you have any questions, we encourage you to contact us first at info@maisonsouthland.com before returning any product.

1. How Our Business Operates

Maison Southland operates using a direct-from-supplier fulfilment model. To reduce waste and minimise our environmental impact, we do not maintain large inventories. Items that are not held in stock are shipped directly from our supplier located in China.

As a result, returned items must also be sent to our supplier's designated return address in China.

2. Return Period and Request Process

You may request a return within 14 days of receiving your order by contacting info@maisonsouthland.com.

Please note:

A return request can only be submitted after you have physically received your order.
Your request must include your order number and a valid reason for the return.
Once your request has been approved, we will provide you with the appropriate return address.

3. Return Conditions

To qualify for a return:

A valid reason for the return is required.
Items must be unused, unworn, unwashed, undamaged, and returned in their original condition with all tags attached.
Trying on an item is permitted; wearing it beyond fitting is not.
Sale or discounted items cannot be returned for change of mind.
Ordering multiple sizes with the intention of returning part of the order is not permitted.
Certain products, including underwear, swimwear, and jewellery, cannot be returned for hygiene reasons unless they remain unopened and unused.

4. Return Shipping Costs

For change-of-mind returns, return shipping costs are the responsibility of the customer, including:

International shipping costs
Customs duties or import fees (if applicable)

Returned items must be shipped to our supplier's return address in China. Customers are responsible for arranging and paying for the return shipment.

We strongly recommend using a shipping service that provides tracking information. Returns sent without proof of shipment or tracking cannot be processed.

5. Alternative Resolution

Because international returns can be expensive and time-consuming, we are often happy to discuss an alternative solution before requesting a return.

Depending on the situation, this may include a partial refund, store credit, or another mutually agreed resolution.

Please contact us at info@maisonsouthland.com before returning any item so we can help you find the most suitable solution.

6. Incorrect, Damaged, or Faulty Items

If there is an issue with your order, for example the wrong item was received or the product arrives damaged or faulty, please contact us as soon as possible, ideally within 14 days of delivery.

Your email should include:

Clear photos of the item
A description of the issue
Your order number

This information helps us assess your claim quickly. Once we receive it, we will work with you to find an appropriate solution, such as a repair, replacement, or refund, as quickly as possible.

7. Refunds

Refunds for returned items are issued after the item has been received and inspected at our supplier's return facility in China.

Once your return has been approved, your refund will be processed within 14 days to your original payment method.

Original shipping charges are non-refundable for change-of-mind returns.

8. Order Cancellations

Orders cannot be cancelled once they have been placed and entered into processing.

If you experience any issue with your order, please contact info@maisonsouthland.com first so we can work towards a satisfactory solution before a chargeback or payment dispute is opened.

9. Liability

Maison Southland is not responsible for packages that are marked as successfully delivered to the shipping address provided by the customer.

Customers are responsible for providing accurate shipping information. If you notice an error in your shipping address, please notify us within 24 hours of placing your order by contacting info@maisonsouthland.com.

10. Your Consumer Rights

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986.