Shipping Policy

Shipping:
Maison Soula store's orders are shipped via DHL Express. The items will be customly handcrafted for you; and shipped from our studio in Istanbul within 7 business days. Once your order is dispatched from our studio, the delivery normally takes up to 1-3 business days.

At the most extreme cases, for any problem caused by third party or customs, please allow between 1-45 days for your order to arrive. If more than 45 days have passed please email us at hello@maisonsoula.com to review the status of your order. Refunds will be handled through email if necessary. You may also use 'live package tracking' service on our website to see the status of your delivery.

Returns:
Our policy lasts 7 days. If 7 days have passed since your order was received, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items: Gift cards.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer. 

To start a return, you can contact us at hello@maisonsoula.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Refunds (if applicable):
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at 

hello@maisonsoula.com.

Sale items (if applicable):
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable):

We do accept exchanges. In order to exchange a product you need to return the item as requested on Refund Policy page and place another order.

To return your product, you should mail your product to 

hello@maisonsoula.com.

You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are sending back an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Additional charges:

Maison Soula is not responsible for additional shipping fees if the customer is unable to receive the shipment or any service delays by third party shipping carriers. Generally, buyers pay the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.

Unfortunately, most online stores are unable to predict which of these fees, if any, will be applied. Such fees are not included in our shipping charge, which only covers the actual postage. We cannot legally charge or pay such fees for you.