Refund policy
RETURN AND REFUND POLICY
All sales at Maison of Stories LLC are final. Due to the personal and hygienic nature of our body care and fragrance products — including body oils, perfume oils, and related items — we do not accept returns or exchanges once a product has been opened, used, or removed from its original packaging.
No Returns or Exchanges
We do not accept returns, exchanges, or refunds based on:
- Scent preference or personal taste. Fragrance is deeply subjective — we encourage Readers to review all scent notes carefully before purchasing.
- Change of mind after an order is placed.
- Partial use of a product.
- Products purchased during a sale or promotional event.
Exception: Damaged or Defective Items
If your order arrives damaged or defective due to a manufacturing or fulfillment error, please contact us within 3 days of delivery at info@maisonofstories.com with your order number in the subject line and clear photos of the exterior packaging, interior packaging, and the damaged or defective item(s).
Please note: if you purchased Navidium Shipping Protection at checkout, transit damage claims — including items damaged, lost, or stolen during shipping — must be filed through Navidium, not through this process. This exception applies only to items that arrive defective due to an error on our end.
Approved claims will receive a replacement of the same item (subject to availability) or store credit. Refunds to the original payment method are issued at our sole discretion and only where replacement is not possible. We reserve the right to request carrier-confirmed delivery scans and package weight records to verify claims.
Shipping Protection
Maison of Stories offers optional shipping protection through Navidium Shipping Protection at checkout. If you purchased shipping protection and your order is lost in transit, stolen, or damaged during shipping, your claim must be filed directly through Navidium.
To file a claim, refer to your order confirmation email for Navidium claim instructions, or contact us at info@maisonofstories.com and we will help direct you to the right place.
Shipping protection is a separate service from our return and refund policy. Navidium claims are governed by Navidium's own terms and resolved on their timelines. Maison of Stories is not responsible for the outcome of shipping protection claims.
If you did not purchase shipping protection, we are unable to replace or refund orders that are lost, stolen, or damaged in transit once they have left our facility and been accepted by the carrier.
International Orders
All international sales are final. We do not accept returns, refunds, or exchanges on international orders under any circumstances.
Cancellations & Restocking Fee
We begin processing orders quickly to meet our publication date commitments. Please review your order carefully before completing checkout.
Cancellation requests may be submitted before an order has entered fulfillment by emailing info@maisonofstories.com with your order number. Cancellations are not guaranteed — orders may be processed quickly, particularly during publication date drops.
All approved pre-shipment cancellations are subject to a 5% restocking fee to cover payment processing and administrative costs. This fee is deducted from your refund before the remaining balance is returned to your original payment method.
Once an order has shipped, it is no longer eligible for cancellation or refund.
For pre-orders placed ahead of a publication date, cancellations may be requested up to 48 hours before the publication date. The 5% restocking fee applies to all approved pre-order cancellations.
We are unable to modify orders after checkout. If you need to make a change, please contact us immediately at info@maisonofstories.com and we will do our best to assist before fulfillment begins.
Chargebacks
Before initiating a chargeback or payment dispute with your bank or credit card provider, please contact us first at info@maisonofstories.com. Most concerns — including damaged items, missing packages, and order discrepancies — can be resolved quickly when brought to us directly.
If you purchased Navidium Shipping Protection, please file a claim through Navidium before initiating a chargeback for shipping-related issues.
In cases where a chargeback is initiated without prior communication and without valid justification, we reserve the right to permanently ban the associated account from future purchases, dispute the chargeback with supporting documentation, and pursue recovery of losses through available legal channels.
By completing a purchase on maisonofstories.com, all customers acknowledge and accept this policy.