Refund policy

At Maison21, every piece deserves consideration before it leaves the atelier — and our return policy reflects that.

Ready-to-Wear — Bought Online

Return within 7 days of delivery for full store credit or a size exchange. The piece must be unworn and unwashed, in original condition, with tags attached. The cost of the return shipping label is deducted from the credit; we cover the shipping on the exchange piece. We do not offer cash refunds.

Ready-to-Wear — Bought In Store

In-store purchases are final sale, but may be exchanged for another ready-to-wear piece within 7 days, unworn, tags attached.

Made-to-Order

Each made-to-order garment is cut and finished for you.

Without a monogram: unworn made-to-order pieces may be exchanged for another size, or returned for full store credit, within 7 days of delivery.

With a monogram: monogrammed pieces are final sale.

Made-to-Measure & Custom

Due to the bespoke nature of these garments, all made-to-measure and custom pieces are final sale — no returns or exchanges. Every made-to-measure garment is cut to your measurements and fitted in person; the fittings are where we get it right.

Complimentary Alterations

Every made-to-order and made-to-measure piece includes alterations at our Toronto atelier, at no charge. Alteration requests should reach us within 14 days of delivery or pickup.

What that covers: the adjustments a tailor makes to a garment that is already the right size — sleeve and trouser length, waist, seat, a touch through the body. Alterations can take up to one week.

What it doesn’t cover: changing a garment’s size. A jacket ordered in a 48 cannot become a 50; there is only so much cloth in a seam. If a piece arrives and the size is wrong, use the 7-day exchange above rather than alterations. If you’re between sizes, write to us before ordering — we’d rather tell you the right size than alter the wrong one.

For made-to-measure, alterations needed because your measurements have changed since your fitting, or requested after the second fitting, are charged.

Alterations are done in person at our Toronto atelier. We don’t alter pieces remotely, and we can’t reimburse alterations done elsewhere.

Refunds

Store credit never expires and can be used online or in store. We don’t refund to the original payment method except where the piece arrived damaged or we sent the wrong item — in that case we cover everything, including shipping both ways.

How To Begin

Write to info@maison21.ca with your order number within 7 days. We’ll confirm the return or exchange and send instructions the same business day. Once the piece passes inspection, your store credit is issued to your account and can be used on any future purchase, in store or online.