At MAISON ISOR Boutique, we believe the journey of your jewelry—from our atelier to your cherished moments—should be as flawless and considered as our designs. This policy reflects our commitment to elegance, clarity, and care in every detail of your experience.

Shipping Policy

We are honored to serve a global clientele, bringing our creations to your doorstep with care and efficiency.

Order Processing

All orders are processed with meticulous attention within 1-2 business days of payment confirmation. You will receive a notification email once your order has shipped.

Shipping Methods & Timelines

We offer two primary shipping options to suit your needs:

  • Standard Shipping (DHL / FedEx): A flat fee of $12.95. Delivery is typically completed within 10-15 business days after dispatch.
  • Free Shipping (EMS): Available for orders over $50. Delivery is typically completed within 15-25 business days after dispatch.

Please note: Delivery times are estimates and may vary based on destination customs procedures. We serve most global regions, excluding certain remote areas in Asia and elsewhere.

Payment Methods

We accept the following secure payment methods: Visa, MasterCard, JCB, and PayPal.

Returns & Exchanges Policy

While we craft each Alliance Palladium, Bague de Fiançailles, or piece from our Bijoux en Diamant collection to become a timeless part of your story, we understand that sometimes an adjustment is needed. Our policy is designed for a seamless and respectful resolution.

Policy at a Glance

  • Return Window: 15 days from the delivery date.
  • Item Condition: Must be unworn, undamaged, and in original packaging with all tags, certificates, and documentation.
  • Process: Requires a Return Authorization (RA) number obtained by contacting Customer Care.
  • Refunds: Issued to the original payment method within 10 business days of receipt and inspection.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility, unless due to our error or a defective item.

Step-by-Step Return & Exchange Process

  1. Initiate Your Request (Within 15 Days):
    Contact our Customer Care team at [email protected]. Provide your order number and reason for return/exchange. We will issue a Return Authorization (RA) number and secure return address.
  2. Prepare Your Package:
    Place the item(s) securely in the original presentation box, including all protective pouches, certificates of authenticity, and documents. Include a copy of your invoice. Clearly write the RA number on the outside of the package. We strongly recommend using a trackable and insured shipping service.
  3. Ship Your Return:
    Send the package to the address provided. Retain your shipping receipt and tracking number for reference.
  4. Processing & Resolution:
    Upon receipt and inspection (within approximately 5 business days), we will notify you via email.
    • For Exchanges: The replacement will be shipped promptly. Shipping charges apply unless the exchange is due to a defect or our error.
    • For Refunds: Your refund will be processed automatically to your original payment method.

Refund Timeline & Method

Refunds are processed within 10 business days after we receive and verify the condition of the returned item. The credit will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): The refund will appear on your statement. The posting time depends on your bank’s processing period.
  • PayPal: The refund will be sent back to your PayPal account.

Please note: Original shipping fees (for both Standard and Free Shipping options) are non-refundable.

Important Exceptions & Non-Returnable Items

To preserve the integrity, sanctity, and personalized nature of certain collections, the following items are considered final sale and cannot be returned or exchanged unless they arrive damaged or defective:

  • Personalized or Engraved Jewelry: Any item from our Alliances or Bagues de Fiançailles collections that has been custom engraved.
  • Bespoke or Made-to-Order Pieces: Jewelry created specifically to a customer’s unique specifications.
  • Intimate Apparel & Specific Bridal Sets: For reasons of hygiene, certain items from our Parures de Mariage and Parures Jasmine collections that are of an intimate nature may be non-returnable. Please inquire at the time of purchase.

Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

International Returns

International customers are responsible for any customs duties, taxes, or fees incurred when returning an item. We recommend declaring the package as “Returned Goods” to potentially minimize fees. The refund will be for the product value only, excluding any original import duties or taxes paid.

We Are Here For You

Your satisfaction is the final polish on every piece we create. For any questions, please do not hesitate to reach out.

MAISON ISOR Boutique Customer Care
Email: [email protected]
Postal Address: 2304 August Lane, Alexandria, US 71302

Thank you for allowing MAISON ISOR Boutique to be part of your cherished moments.