Refund policy

It is important to us that you are happy with the product(s) you have purchased from us. We quality check all of our products prior to dispatch and are confident in what we have crafted before we send your order out to you. 

If you have any issues with your purchase we are happy to look at the issue and provide you with a reasonable resolution. 

For Watch Straps, we offer a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange of the product. Custom straps incur a restocking fee of 25%.

For all other leather goods, a 30% restocking fee applies for all returns and exchanges. Returns must be initiated within 14 days of receiving the product.

To start a return, you can contact us at hello@maisonkhu.com. Please note, returns will be sent to our address in Sydney, Australia.

Please email us using the following template for return:

Hi Maison Khu,

I would like to return my <Name of Item> from Order Number <#Order Number Here> because <reason for return here>. I certify that the product is 100% unworn and I understand that I will not be refunded the original shipping fees.  

Refunds will be credited to the original form of payment. Depending on your financial institution, it may take up to 10 business days for your funds to become available.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom or personalised leather goods. As these items are personalised, they cannot be returned. However, this does not waive your right to a return should you encounter and issues with the item.

Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. You may make a separate purchase prior to the product being returned to receive the item faster.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@maisonkhu.com.