If it arrives wrong, we make it right
Every order is covered by our 7-Day Arrival Guarantee. A piece that arrives damaged, defective, or not what you ordered is a free replacement — or a full refund if we cannot replace it, at no cost to you. We don’t offer change-of-mind returns, and we’d rather say that here than let you find it out afterwards.
Damaged, defective, or wrong — on us
Open your parcel and check it over. If a piece arrives damaged, defective, or not the item you ordered, email hello@maisonnoctaura.com within 7 days of delivery with your order number and a couple of clear photos, and we’ll send a free replacement — or issue a full refund if we cannot replace the piece.
Don’t post anything back unless we ask you to. If a piece does have to come back, we’ll send you the address and the instructions with your claim and cover the postage — there is nothing for you to pay either way.
- Covers
- Damaged, defective, or wrong item
- Window
- Email us within 7 days of delivery
- You send
- Order number and clear photos of the problem
- Resolution
- Free replacement, or a refund if we cannot replace it
- Your cost
- None
We don’t offer change-of-mind returns
The Arrival Guarantee covers a piece that arrives wrong. It isn’t a change-of-mind return, and we don’t offer one — not for a piece you simply decided against, not for a size or style chosen in error, and not for an address entered wrongly at checkout. A piece cannot be resold once it has shipped, so we would rather tell you that before you buy than take the order and argue about it after.
What we can do is help you get the choice right the first time. Take a minute with the Sizing Studio, read the measurements on the piece, and write to us before you buy if anything is unclear — we answer that email properly.
There is also a reason that line costs you less than it sounds like it should. 43 of our 44 pieces have no size to choose at all — every pair of studs, every chain, and ten of our eleven rings, which are made on bands that open and close to fit. If you are buying for someone else, there is nothing to measure and nothing to guess. The one exception is the Eclipse Eternity Band, which is made in a US 7 only, and its own page says so before you can add it to a bag.
- Change of mind
- Not offered
- Wrong size or style ordered
- Not covered — measure first, or ask us
- Statutory rights
- Untouched. Where the law where you live grants a cancellation right, it applies
The honest exclusions
Sterling silver tarnishes gently with time and polishes back with a soft cloth, and lab-created moissanite is its own gemstone — brighter and more dispersive than diamond, never sold as one. Neither is a defect, so neither is an Arrival Guarantee claim.
There’s also no long-term warranty. Normal wear, scratches, and stones lost to impact are the life of the metal rather than a fault — see Care & longevity.
Getting the size right the first time is the surest way to love it.