Returns and Exchanges
All of our pieces are handcrafted in limited quantities, each item purchased on bespoke order is made especially for you and reserved in our shipment. For this reason, we ask that you choose carefully as we cannot offer refund for preordered items.
Occasionally delays can occur and we appreciate your patience, we promise your beautiful Mode Maison piece is well worth the wait! In the unlikely circumstance that the delay exceeds 30 days we may consider a refund upon request.
Unfortunately Mode Maison does not offer refund due to change of mind.
All sale and discounted items are final sale.
Freight and Shipping Charges
All freight and shipping charges are paid directly to a third party services and are non refundable.
We cannot send any of our wares or furniture to an Australia Post Parcel Pick up or PO Box address, please ensure you have a residential or commercial address to provide at checkout.
Receiving Damaged Goods
It is the buyers responsibility to check all items immediately upon receiving.
If your order was received damaged in transit please email us with:
- A clear description of the damage
- Supporting photographs of the damage to the item
- Clear image of the packaging including shipping label
This must be reported within 24 hours of receiving goods. Failure to report any damages within this timeframe may void any transit insurance for your goods and therefore a resolution may not be provided. All damaged goods will be required to be returned to us with the original packaging. If the original packaging has been disposed of we may be unable to proceed with your claim. If your order has visible mishandling to the packaging please refuse it and do not accept the delivery from the driver. This will prompt the carrier to return the goods to the closest depot for resolution.
Damages
It is important to note that Mode Maison stone pieces are crafted using natural stone by human hands. All stone has variations, much like a fingerprint, each piece is uniquely its own. Please use the images as a guide only. Handcrafting a natural material may come with slight imperfections, this is the beauty of craftsmanship. Not all blemishes and imperfections should be treated as a manufacturing fault.
Mode Maison is not liable should any damages occur in the handling of the product so it is very important to be mindful and take care when handling these pieces as they are heavy and fragile, a part of the beautiful nature of the materials we use. If handled with care, your Mode Maison piece will last a lifetime.
We understand accidents happen and it is heartbreaking when breakages do occur (our hearts shatter at the mere thought of one of our crafted pieces breaking!) if an incident does occur we are happy to provide stonemason recommendations that may be able to assist in repairing your product.