Return and Refund Policy

Return and Refund Policy

At Maman and Heir, your confidence and satisfaction guide every part of our process. We want you to feel secure with every purchase, knowing that our commitment to a clear, fair, and dependable return and refund experience has earned us consistent praise. If something isn’t quite right, we’ll go above and beyond to make it right.

Return Eligibility

  • Time Frame: Returns must be requested within 7 days of receiving your order.

  • Condition: Items must be in brand-new condition—unworn, undamaged, and complete with all original designer tags, security bands, and packaging.

  • Non-Returnable Items: We are unable to accept returns for underwear, swimwear, gift cards, final-sale items, or any product that has been customized.

Return Process

  1. Request a Return
    To start a return or exchange, please email us at support@mamanandheir.com within 7 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for return. Our Client Services team will guide you through the next steps.

  2. Select Your Refund Preference
    You can choose one of the following options:

    • Standard Refund to your original form of payment (minus a 5% restocking fee)

    • Store Credit for the full value of your return, with complimentary return shipping and no restocking fee

  3. Ship Your Item
    Once your return is approved, we’ll send you a prepaid DHL return label. Carefully repackage your item with all original designer tags, security bands, and packaging intact. Drop the package off at any DHL location within 5 business days. Late returns may be declined.
  4. Receive Your Refund or Credit
    After we receive and inspect your return, your refund or store credit will be processed within 2–3 business days. Refund times may vary depending on your bank.

Rejected Returns

Condition Issues: Items that arrive without original tags, security bands, or show any signs of wear may be deemed ineligible for return. If your return is rejected, you may either provide your own shipping label or pay a $50 fee to have the item sent back to you.

Damage in Transit: If returned items are damaged due to improper packaging, Maman and Heir may not be able to process your refund. To help protect your return, we strongly recommend photographing the package and its contents before handing it over to the courier.

Exchanges

  • Availability: Exchanges are subject to item availability. If your requested size or style is no longer in stock, you may choose either a refund (minus a 5% restocking fee) or store credit for the full amount with no fee deducted.
  • Same-Product Exchange: Your first size exchange is complimentary. For any additional size-related exchanges, a $50 shipping fee will apply to each request. Any price differences between exchanged items will be adjusted accordingly.

Fees & Deductions

  • Restocking Fee: Refunds to the original payment method are subject to a 5% restocking fee. This fee is waived if you opt for store credit instead.
  • Non-Refundable Charges: Original shipping costs, duties, and taxes are not eligible for refund.
  • Shipping Deduction: If your return causes your original order total to fall below $750, a discounted shipping fee of $39 will be deducted from your refund.
  • Damaged or Defective Items: If your item is verified as damaged or defective, no fees will be applied.
  • Order Cancellations: Orders canceled more than 24 hours after placement are subject to a cancellation fee, as detailed below.

Order Cancellations

  • Within 24 Hours: Orders may be canceled at no charge as long as they have not yet shipped.
  • After 24 Hours: A $25 cancellation fee will apply. This fee will be issued as a credit toward a future purchase.
  • After Shipment: If your order has already shipped—either in full or in part—please wait for delivery and then follow our return process.

Damaged or Defective Items

  • Notification: If you receive a damaged or defective item, please contact us via email within 7 days of delivery.
  • Verification: To assess the issue, we may request photos or videos of the item and its original packaging.
  • Resolution: Our team will evaluate the situation and work with you to determine the most appropriate resolution.

Warranty & Defects

  • Coverage: Manufacturer defects are eligible for return or exchange if reported within 7 days of delivery.
  • Exclusions: Issues resulting from regular wear, misuse, or improper care are not covered under our policy.

Price Adjustments

  • One-Time Adjustment: If an item you purchased goes on sale within 7 days, you may request a store credit for the price difference, pending approval.

Gift Cards

  • Non-Refundable: Gift cards are final sale and cannot be exchanged for cash or refunded.
  • Returns Purchased with Gift Cards: Any eligible refund will be returned to the original gift card used at checkout.

Additional Refund Considerations

While we aim to deliver a seamless experience from start to finish, occasional issues may arise. Below are important considerations that may affect your return or refund eligibility. As always, our Client Services team is here to assist and find a fair resolution on your behalf.

  • Missing Packaging or Tags: Items returned without their original tags, security bands, or packaging may be subject to a reduced refund. Our team will notify you if this applies to your return.
  • Partial Returns on Bundled or Discounted Offers: If only part of a promotional offer or bundle (e.g., “Buy Two, Get One Free”) is returned, your refund will be adjusted to reflect the standard retail value of the items retained. Any complimentary or discounted items will be forfeited.
  • Multiple Return Shipments: To avoid additional fees, we recommend sending all return items in a single shipment using the provided return label. Multiple return shipments related to the same order may incur additional shipping or restocking charges.
  • Excessive Return Activity: We monitor return patterns closely. If a high volume of returns is detected, we reserve the right to limit or decline future purchases or returns at our discretion.
  • Return Packaging Requirements: Items must be securely packaged—preferably in the original box with protective materials. Damage caused by inadequate packaging may affect your refund eligibility.
  • Refused or Undeliverable Packages: If a package is refused or returned as undeliverable, return shipping costs may be deducted from your refund. You may request reshipment by either providing your own label or paying a $50 shipping fee (pending anti-fraud approval). Packages returned outside the allowed window may not be eligible for a refund.
  • Proof of Shipment: Always retain your return shipping receipt and tracking number. If the shipment is lost and no proof of return is provided, we may be unable to process a refund.
  • Gift Card and Store Credit Expiration: Maman and Heir gift cards and store credits do not expire.
  • Tampering or Fraudulent Returns: We reserve the right to deny any return if the item appears to have been altered, tampered with, or is inconsistent with what was originally sold. This includes non-authentic or swapped merchandise.
  • Limited or Final-Sale Items: Certain exclusive, limited-edition, or marked final-sale items may not be eligible for return or exchange. This will always be clearly indicated on the product page and at checkout.
  • International Returns: Returns must be shipped from the same country to which the order was delivered. Returns originating from a different country may incur additional duties, fees, or shipping costs—and may be denied at our discretion.
  • Expired or Canceled Payment Methods: If your original payment method is no longer active at the time of refund, we may issue your refund as store credit or via a mailed check, based on your preference and our discretion.
  • Timely Communication: Please report any order issues, such as missing or damaged items, within 48 hours of delivery. Prompt communication ensures we can resolve the matter as efficiently as possible.

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