SHIPPING & RETURNS POLICY

Last Updated: January 27, 2026

At Maison Sumi, every order is prepared with the utmost care to provide you with an experience that reflects the excellence and elegance of our brand.

1. SHIPPING INFORMATION

1.1 Shipping Zones

We currently ship to the following locations:

United States:

• All 50 states
• Washington D.C.
• Puerto Rico (additional fees may apply)

International Shipping:

• Canada
• United Kingdom

We are continuously expanding our shipping coverage. For inquiries about shipping to other locations, please contact us at contact@maisonsumi.com

1.2 Processing Time

Order Processing: 24-72 business hours (Monday-Friday, excluding weekends and U.S. federal holidays)

Orders are typically processed and shipped within this timeframe, subject to product availability. During peak seasons (holidays, sales events), processing times may be extended.

Order Cutoff Time: Orders placed before 12:00 PM MST (Mountain Standard Time) are typically processed the same business day. Orders placed after this time will be processed the next business day.

1.3 Shipping Methods & Delivery Times

We offer the following shipping options:

Free Standard Shipping on orders over $75 within the contiguous United States.

Note: Delivery times are estimates and begin after the order has been shipped. Delivery times do not include order processing time.

Carriers: We ship via USPS, FedEx, or UPS depending on your location and selected shipping method.

1.4 International Shipping

Canada Shipping:

• Estimated delivery: 7-14 business days
• Shipping cost: Starting at $15.95
• Customs duties, taxes, and import fees may apply and are the responsibility of the customer

Other International Destinations:

• Contact us at contact@maisonsumi.com for availability and rates
• Customs clearance procedures may cause delays
• International customers are responsible for all customs duties, taxes, VAT, and import fees

Important: Maison Sumi is not responsible for any customs charges, duties, or taxes imposed by the destination country. These fees are determined by local customs authorities and must be paid by the recipient.

1.5 Shipping Costs & Taxes

Domestic Shipping:

• Shipping costs are calculated at checkout based on your location, order weight, and selected shipping method
• Sales tax is calculated and collected based on your shipping address as required by state law

International Shipping:

• International shipping rates are displayed at checkout
• Additional customs duties, import taxes, VAT, or fees may be charged by your country's customs authority upon delivery

Free Shipping Promotions:

• Free shipping promotions apply to standard shipping within the contiguous United States only
• Orders to Alaska, Hawaii, Puerto Rico, and international destinations are excluded unless otherwise stated

1.6 Order Tracking

Tracking Number: Once your order ships, you will receive a shipping confirmation email with:

• Tracking number
• Carrier information
• Estimated delivery date
• Link to track your package online

Track Your Order:

• Visit our website and log into your account
• Use the tracking link provided in your shipping confirmation email
• Contact our customer service if you have tracking issues

Delivery Confirmation: Most carriers require a signature upon delivery for orders over $200. If you won't be available to sign, you can:

• Provide delivery instructions to the carrier
• Request to pick up your package at a local carrier facility
• Have the package delivered to an alternative address

1.7 Shipping Address

Accuracy is Essential: You are responsible for providing accurate and complete shipping information. Maison Sumi cannot be held responsible for delays or non-delivery resulting from:

• Incorrect or incomplete addresses
• Wrong zip/postal codes
• Missing apartment/unit numbers
• Invalid delivery instructions

Address Changes:

• Contact us immediately at contact@maisonsumi.com if you need to change your shipping address
• Once an order has shipped, we cannot modify the delivery address
• You may be able to redirect the package through the carrier's website

P.O. Boxes:

• We can ship to P.O. Boxes via USPS only
• Expedited and Express shipping methods are not available for P.O. Box addresses

1.8 Shipping Delays

While we strive for on-time delivery, delays may occur due to:

• Weather conditions or natural disasters
• Carrier delays or service disruptions
• Customs processing (international orders)
• Peak holiday seasons
• Force majeure events beyond our control

Holiday Shipping: During major holidays (Black Friday, Christmas, New Year), processing and delivery times may be extended. We recommend placing orders early to ensure timely delivery.

Maison Sumi is not liable for shipping delays caused by carriers or circumstances beyond our reasonable control.

1.9 Damaged or Missing Packages

Damaged Package: If your package arrives damaged:

1. Do not refuse delivery - accept the package and note the damage on the delivery receipt
2. Take photos of the damaged outer packaging and product
3. Contact us within 48 hours at contact@maisonsumi.com with your order number and photos
4. We will work with you to resolve the issue (replacement or refund)

Missing Items: If items are missing from your order:

1. Check all packaging materials and boxes
2. Verify your order confirmation email to ensure the items were included
3. Contact us within 48 hours at contact@maisonsumi.com
4. Provide your order number and details of missing items

Lost or Stolen Packages: If tracking shows your package was delivered but you didn't receive it:

1. Check with neighbors, household members, or building management
2. Look around your property (porches, side doors, garages)
3. Contact the carrier to inquire about delivery location
4. Contact us at contact@maisonsumi.com - we will investigate and assist

Note: Maison Sumi is not responsible for packages marked as delivered by the carrier. However, we will work with you to file a claim with the carrier when appropriate.

2. RETURNS & EXCHANGES

2.1 Return Policy Overview

We want you to be completely satisfied with your purchase. If you're not happy with your order, we offer returns within 15 days of delivery.

15-Day Return Window: Returns must be initiated within 30 calendar days from the date you receive your order.

2.2 Return Eligibility Requirements

To be eligible for a return, products must meet the following conditions:

✅ Unopened and Unused: Products must be in their original, unopened condition ✅ Original Packaging: Products must be in their original packaging with all seals intact ✅ Resalable Condition: Products must be in new, resalable condition ✅ Proof of Purchase: Original receipt or order confirmation required

For health, hygiene, and safety reasons, we cannot accept returns of: ❌ Opened cosmetic products ❌ Used or partially used products ❌ Products with broken seals or tampered packaging ❌ Products without original packaging ❌ Products damaged due to misuse or improper storage

Non-Returnable Items:

• Opened hair care products
• Used soaps or bars
• Gift cards or promotional items
• Sale or clearance items marked as "Final Sale"
• Items purchased more than 30 days ago

2.3 How to Initiate a Return

Step 1: Contact Customer Service Email us at contact@maisonsumi.com with:

• Subject line: "Return Request"
• Your order number
• Reason for return
• Photos of the product (if defective or damaged)

Step 2: Receive Return Authorization Within 1-2 business days, we will email you:

• Return authorization approval or denial
• Return shipping address
• Return instructions
• RMA (Return Merchandise Authorization) number (if applicable)

Step 3: Ship Your Return

• Pack the item securely in its original packaging
• Include a copy of your order confirmation or packing slip
• Write the RMA number (if provided) on the outside of the package
• Ship to the address provided via a trackable shipping method
• You are responsible for return shipping costs (see exceptions below)

Step 4: Tracking Confirmation

• Email us the tracking number at contact@maisonsumi.com
• We will notify you once we receive and inspect your return

2.4 Return Shipping Costs

Customer Responsibility:

• You are responsible for return shipping costs for standard returns (change of mind, wrong size/scent, etc.)
• We recommend using a trackable shipping service with insurance
• Maison Sumi is not responsible for lost or damaged return shipments

Maison Sumi Responsibility: We will cover return shipping costs if:

• You received a defective product
• You received the wrong product due to our error
• The product was damaged during shipping

Return Shipping Address: Ask to contact@maisonsumi.com

2.5 Refund Process

Inspection Period: Once we receive your return, we will inspect the product within 3-5 business days to verify it meets return eligibility requirements.

Refund Timeline:

• Approved returns: Refunds will be processed within 5-7 business days after inspection
• Return to original payment method: Refunds are issued to the original form of payment used for purchase
• Bank processing time: Allow an additional 5-10 business days for the refund to appear in your account, depending on your financial institution

Refund Amount:

• Product cost: Full product price refunded
• Original shipping fees: NOT refunded (unless the return is due to our error or a defective product)
• Return shipping costs: NOT refunded (you paid to ship the item back)

Partial Refunds: Partial refunds may be issued for:

• Products returned past the 30-day window (at our discretion)
• Products not in original condition or missing components
• Products with signs of use or wear

Refund Denials: If your return does not meet eligibility requirements, we will:

• Notify you by email
• Offer to ship the product back to you at your expense, or
• Dispose of the product with your authorization

2.6 Exchanges

We do not offer direct exchanges. If you'd like a different product or scent:

1. Return the original item following our return process
2. Place a new order for the desired product
3. This ensures you receive your new item as quickly as possible

Exception: Defective or damaged products may be replaced immediately (see Section 2.8).

2.7 Cancellations

Before Shipment:

• Contact us immediately at contact@maisonsumi.com if you need to cancel your order
• If your order hasn't shipped yet, we can cancel it and issue a full refund
• Once an order has shipped, it cannot be canceled (you must follow the return process)

After Shipment:

• Orders cannot be canceled once shipped
• You may refuse delivery or initiate a return once you receive the package

2.8 Defective, Damaged, or Incorrect Products

We stand behind the quality of our products. If you receive a defective, damaged, or incorrect product:

Timeframe: Contact us within 48 hours of delivery

How to Report: Email contact@maisonsumi.com with:

• Subject: "Defective Product" or "Wrong Item Received"
• Order number
• Description of the issue
• Clear photos of:
  • The product defect or damage
  • The product packaging
  • The shipping box (if damaged)

Resolution Options: We will offer one of the following at no cost to you:

1. Replacement: We'll send a replacement product with free expedited shipping
2. Full Refund: Including original shipping costs
3. Partial Refund: If you'd like to keep the product despite the issue

Return Shipping:

• We will provide a prepaid return label for defective, damaged, or incorrect products
• You will not incur any costs

Our Commitment: We will resolve defective or error-related issues within 2-3 business days of receiving your report.

2.9 International Returns

Canada and International Orders:

• International customers are responsible for all return shipping costs
• Customs duties, taxes, or fees paid upon delivery are not refundable
• We recommend using a trackable international shipping service
• Allow additional processing time for international returns (up to 21 days)

Customs Forms:

• Mark return packages as "Returned Goods" to avoid additional customs charges
• Include a copy of your original order confirmation

2.10 Store Credit (Optional)

Instead of a refund, you may request store credit:

• Store credit is issued as a unique discount code
• Valid for 12 months from issuance date
• Can be used on any future purchase
• Bonus: Receive 10% additional credit (e.g., $50 refund = $55 store credit)

To request store credit: Indicate your preference when initiating your return.

3. SATISFACTION GUARANTEE

Our Promise: We are committed to your satisfaction. If you're not completely happy with your Maison Sumi products, we'll work with you to make it right.

First-Time Customer Guarantee: First-time customers who are unsatisfied may receive a full refund even if the product has been opened or used once, provided you contact us within 14 days of delivery and return the product with at least 50% remaining.

Contact Us: If you have any issues or concerns about your order, don't hesitate to reach out. We're here to help!

4. GIFT RETURNS

Received a Gift? If you received a Maison Sumi product as a gift and would like to return it:

• Email us at contact@maisonsumi.com with "Gift Return" in the subject
• Provide any information you have about the order
• We will issue store credit for the value of the product (if we can verify the purchase)
• Original purchaser information will remain confidential

Gift receipts: Gift givers can request a gift receipt (without prices) to include with their order.

5. CONTACT INFORMATION

For all shipping and return inquiries:

Maison Sumi LLC

Email: contact@maisonsumi.com
Subject Lines:

• "Shipping Inquiry"
• "Return Request"
• "Defective Product"
• "Order Tracking"

Website: www.maisonsumi.com

Customer Service Hours:
Monday - Friday, 9:00 AM - 5:00 PM MST
(We aim to respond to all emails within 24 business hours)

6. ADDITIONAL TERMS

6.1 Refusal of Delivery

If you refuse delivery of your package:

• The package will be returned to us
• You are responsible for return shipping fees charged by the carrier
• Once we receive the refused package, we will issue a refund minus the return shipping costs

6.2 Unclaimed Packages

If a package is not claimed within the carrier's holding period:

• The package will be returned to us
• You are responsible for the return shipping fees
• We will issue a refund minus return shipping costs once we receive the package

6.3 Fraudulent Returns

We reserve the right to refuse returns or issue partial refunds if we suspect fraudulent activity, including but not limited to:

• Returning used products claimed as unused
• Returning products not purchased from Maison Sumi
• Excessive or abusive return patterns
• Return fraud or abuse

Consequences: Customers engaging in return fraud may have their accounts suspended and may be reported to appropriate authorities.

6.4 Modifications

Maison Sumi reserves the right to modify this Shipping & Returns Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services constitutes acceptance of any modifications.

7. HOLIDAY SHIPPING DEADLINES (2026)

To ensure delivery by major holidays, please order by:

Deadlines subject to change. Check website for updates during holiday seasons.

Last Updated: January 27, 2026

© 2026 Maison Sumi. All Rights Reserved.