MAISON ROSÉ · CUSTOMER CARE
Please choose your size carefully. We do not offer voluntary exchanges or returns for an incorrectly selected size, fit preference or change of mind. Our exchange service is limited to confirmed manufacturing defects, subject to any consumer rights that apply by law.
Before ordering
Take accurate bust, waist and full-hip measurements and compare them with our Size Guide before choosing your size. The chart lists body measurements, not finished garment measurements. If you are between sizes, choose the larger size for a more comfortable fit. Please ask us for guidance before ordering if you are unsure.
Manufacturing defects
If you believe your dress has a manufacturing defect, stop using it and contact us with your order number, a description of the issue and clear photographs. Please keep the item, tags and packaging while we review your request.
Please notify us within 48 hours of delivery by emailing shop@maisonrose.lk. This reporting window supports prompt investigation and does not limit any rights you have under applicable law, including for defects that could not reasonably be discovered within that period.
A manufacturing defect is an issue originating in the making of the garment. Damage caused by misuse, alterations, accidental damage, normal wear or failure to follow care instructions is not a manufacturing defect.
Return arrangements
Contact us before sending an item back so we can provide the correct return address and instructions. Keep the garment in the condition in which the issue was discovered; do not wash, alter or attempt to repair it. Retain original tags and packaging where available. These requests do not remove any statutory rights.
We will review the evidence and, where necessary, inspect the returned garment. We will explain the outcome and the remedy available.
Exchanges & refunds
Confirmed manufacturing defects qualify for an exchange, subject to availability and applicable consumer rights. We do not offer voluntary size or colour exchanges.
Refunds are not offered for an incorrectly selected size, fit preference or change of mind under our voluntary policy. If a replacement is unavailable, we will discuss the available resolution with you and provide any refund required by applicable law. We will not substitute store credit for a refund you are legally entitled to without your agreement.
Before you send an approved return, we will confirm the return method, any postage arrangements and the expected resolution timeframe. Where a refund is approved or legally required, we will confirm the amount, method and processing timeframe by email, subject to any applicable legal deadline. Bank or payment-provider processing may affect when the funds appear in your account.
Incorrect items & delivery damage
If we send an incorrect item or your order arrives damaged, contact us promptly with your order number and photographs, and keep the packaging. We will investigate and arrange the remedy required in the circumstances. Our no size-exchange policy does not apply to an item we supplied incorrectly.
Your consumer rights
This policy does not exclude or restrict rights or remedies that cannot lawfully be excluded. Any mandatory cancellation, return, replacement or refund rights applicable to your purchase take precedence over this policy, including applicable rights for overseas customers.
Contact us
Email shop@maisonrose.lk with your order number and details of your concern.