Returns, Refunds & Exchange Policy

Last Updated: July 17, 2026

At Maisam, every piece is a one-of-one handcrafted garment — made once, never repeated. Because of the singular and artisanal nature of our work, our returns and exchange policy differs from standard retail. Please read this policy carefully before placing your order.

1. All Sales Are Final

Due to the one-of-one, handcrafted nature of every Maisam piece, all sales are final. We do not accept returns or exchanges for change of mind, incorrect size selection, or personal preference. We strongly encourage you to review product descriptions, dimensions, and fabric details carefully before purchasing. If you have any questions before buying, please reach out via our Contact page.

2. When Are Returns Accepted?

We will accept a return or offer a resolution only in the following circumstances:

  • The item received is significantly different from what was described or shown on the product page.
  • The item arrives with a manufacturing defect that was not disclosed at the time of sale.
  • The item is damaged in transit and the damage is clearly caused by shipping mishandling.

In all cases, you must contact us within 48 hours of receiving your order. Claims made after this window will not be accepted.

3. How to Raise a Return or Damage Claim

To raise a claim, please contact us through our Contact page within 48 hours of delivery and include the following:

  • Your order number
  • A clear description of the issue
  • Photographs of the item and packaging showing the defect or damage

We will review your claim and respond within 1–2 business days with next steps.

4. Refund Process

If your claim is approved, we will process a refund to your original payment method within 5–7 business days. Refunds will be for the item value only. Original shipping charges are non-refundable unless the return is due to our error.

5. Exchanges

Because every Maisam piece is one-of-one and never recreated, direct exchanges are not possible. If your claim is approved, we will issue a refund rather than a replacement. You are welcome to browse our current collection and place a new order at Shop the Collection.

6. Items Not Eligible for Return

The following are not eligible for return or refund under any circumstances:

  • Items returned without prior approval from Maisam
  • Items that have been worn, washed, or altered
  • Items where the claim is made after the 48-hour window
  • Items purchased during a sale or at a discounted price

7. Shipping Costs for Returns

If a return is approved, Maisam will provide instructions for returning the item. Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part. We recommend using a tracked shipping service, as we cannot be held responsible for items lost in return transit.

8. Related Policies

For more information about your purchase, please review our Shipping Policy and Terms of Service. For any questions, visit our Contact page.