Refund policy

REFUND & RETURN POLICY — MAISON NOCTAURA

Every piece is made to order and shipped directly from our fulfilment partner. That shapes what we can and cannot offer, and we would rather set it out plainly here than let you discover it after you have bought something.

WE DO NOT OFFER CHANGE-OF-MIND RETURNS

A piece cannot be resold once it has shipped, so we are not able to take one back because it was not what you hoped for, because the size or style was not the one you meant to order, or because you have simply changed your mind. This also covers an incorrect delivery address entered at checkout.

We know that is a firmer line than some shops take. It is the honest one for how we are built, and saying so here is better than saying it to you after you have paid. If you are unsure about size, stone, or how a piece will sit, email hello@maisonnoctaura.com before you order and we will help you choose.

THE 7-DAY GUARANTEE — DAMAGED, DEFECTIVE, OR NOT WHAT YOU ORDERED

If your piece arrives damaged, defective, or is not the item you ordered, contact us within 7 days of delivery and we will make it right — a free replacement, or a refund where we cannot replace it.

To make a claim, email hello@maisonnoctaura.com within 7 days of delivery with:

your order number
a short description of the issue
clear photographs showing the damage, defect, or incorrect item

Please contact us before sending anything back. Returns are handled case by case, and where a piece does need to come back we will arrange it with you by email and cover that postage. A parcel sent without arranging it first cannot be matched to an order, and we cannot refund what we cannot identify.

Once a claim is approved we arrange the replacement, or a refund to your original payment method where a replacement is not available. Please allow a few business days for your bank or card issuer to post it.

WHAT IS NOT A DEFECT

Normal characteristics of the materials are not defects. Solid 925 sterling silver can tarnish gently over time — a soft polishing cloth restores it. Lab-created moissanite is a hard, brilliant stone, but no stone is unbreakable, and ordinary wear, scratching, knocks, loss, or damage caused by accident or misuse are not covered. This is not a lifetime warranty and we do not describe it as one.

CANCELLING AN ORDER

If your order has not yet entered production we will do our best to cancel it. Email us as soon as possible with your order number. Once a piece has entered production or shipped, we cannot cancel it.