Returns
We offer returns within 14 days of receiving your order. After this period, we're unable to offer a refund or exchange.
We accept returns and exchanges for both new and used items within this 14-day period.
Return processing fees
There are no restocking fees.
How to return an item
- Contact our customer service at contact@maisonhalo.co.uk to start your return.
- Once approved, return your item to the following address:
Return address: CL Digital, Cuennet, Rue St-Laurent 5, 1470 Estavayer-le-Lac, Switzerland.
Changed your mind
If you've simply changed your mind, you can return your item within 14 days of receiving your order for a refund or exchange, provided it meets the conditions below. Return shipping costs are your responsibility.
Return shipping costs & responsibility
- Return shipping costs are the customer's responsibility, except where an item is faulty, damaged, or where we've sent the wrong item.
- Return shipping is at your own risk; we cannot guarantee receipt of your returned parcel.
- If the value of the returned item exceeds £50, we recommend using a tracked and/or insured service.
Faulty or damaged items
If your item arrives faulty or damaged, we'll put it right at no cost to you. Please contact us within 14 days of delivery with a photo of the item in its original packaging at the moment of unboxing, with the label and delivery information visible, so we can confirm the damage wasn't caused after delivery.
Once confirmed, we'll arrange a replacement or a full refund, including any return shipping costs.
Wrong item received
If you've received the wrong item, we're sorry. Contact us at contact@maisonhalo.co.uk and we'll arrange for the correct item to be sent and cover any return costs.
Order not received
Every order is sent with tracking so you can follow its progress. If your parcel hasn't arrived within the expected delivery time, or your tracking hasn't updated, please contact us at contact@maisonhalo.co.uk. We'll investigate with the carrier and, if your parcel is confirmed lost, arrange a replacement or a full refund.
Cancelling an order
You can cancel your order as long as it hasn't yet been prepared for shipping. We recommend contacting us within 24 hours of placing your order at contact@maisonhalo.co.uk. Once an item has shipped, it can no longer be cancelled. Please refer to the "How to return an item" section above to return it instead.
Items that cannot be returned
The following items cannot be returned:
- Gift cards
Refunds & exchanges
Conditions for a refund or exchange:
- Any return request made more than 14 days after receiving your order will not be accepted.
- If faults or damage are found on a returned item without prior evidence (photos or video), the refund or exchange request will be automatically declined.
- Please include your order confirmation email in the parcel. Without it, we may be unable to process your return.
Processing your refund
Once we've received and inspected your returned item, we'll email you to confirm receipt and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5 to 10 working days (timing may vary depending on your bank). Refunds are always issued to your original payment method.
Late or missing refunds
If you haven't received your refund within the expected time:
- Check your bank statement.
- Contact your card provider.
- Contact your bank.
- If the problem persists, contact our customer service at contact@maisonhalo.co.uk.
Exchanges
We accept exchanges for both new and used items within 14 days of receiving your order. Items that are faulty or damaged in transit can also be replaced. If you need an exchange, please contact us at contact@maisonhalo.co.uk.
Last updated: 29 July 2026