RETURN POLICY

All Sales Final for International Orders, Made to Order Pieces, and Gallery Collection Items

All of the following sales on maisonmugen.com are final, including:

• International orders shipped to destinations outside Singapore;
• Personalised and bespoke pieces, including pieces from the KIN collection and PORTRAIT collection;
• "Made to order" pieces.

We do not accept returns or exchanges of any of the above items. If you have any questions about any piece before making a purchase, please do not hesitate to contact us at contact@maisonmugen.com. We will gladly address any questions or concerns you may have.

Credit/Exchange for Domestic Orders of Eligible "In Stock" Pieces

Domestic orders of "in stock" pieces within Singapore may be returned only for store credit or exchanged within 7 days of delivery. Refunds are not available. "In stock" pieces are ready to ship upon purchase, and are labelled "in stock" on their product pages and in your order summary at the time of checkout. All promotion and discounted items are not eligible for refund or exchange.

If you wish to return or exchange an eligible in-stock item, please contact contact@maisonmugen.com to initiate the return process. Returns must be authorised by a customer service representative. If your purchase is eligible for return, a customer service representative will provide instructions for return and a return authorisation form that must be included with your return shipment. Returns must be shipped within 3 days of your receipt of the return authorisation form.

Items must be in original, unworn condition, including original packaging, to be accepted for return. In the event of non-compliance, we reserve the right to deny the return and/or deduct a restocking or repair fee from any store credit or exchange.

Returns initiated beyond 10 days of receipt of your order, or shipped beyond 3 days of your receipt of a return authorisation, will not be accepted.

Sale Items

Unfortunately, sale items cannot be refunded or exchanged.
Only regular priced items may be refunded and exchanged.

Refunds Exclusions

Refunds do not include additional credit card charges and shipping fees borne by the customer.

 

SHIPPING POLICY

All orders are custom packaged with special care to ensure the quality and safety of your purchase. All orders are shipped via United Parcel Service ("UPS") or DHL. For orders shipped to destinations outside Singapore, the shipping cost displayed at checkout does not include any duties, taxes, or other fees that may be assessed on the shipment, all of which are the customer's responsibility. Maison Mugen is not responsible for any duties, taxes, or other fees that may be assessed on international shipments.

Product availability and lead time

All orders are subject to production and fulfilment lead times before they ship. Each piece is estimated to ship within the lead time specified on its respective product page, and all lead times are measured from the next business day after an order is placed. Please note that certain pieces may have different lead times, and all lead times specified are estimates only.

We carry both "made to order" and "in stock" pieces. Made to order pieces are custom produced for you when you place your order, and are shipped upon completion by our jewellers, within approximately 6 to 8 weeks of purchase. In stock pieces ship within approximately 5 to 7 business days of purchase. Items are labelled "made to order" or "in stock" on their product pages and in your order summary at the time of checkout.

Whilst we aim to ship your order within the lead time stated on the product page, the actual time to ship your order may be longer or shorter depending on production capabilities and other conditions. If you wish to check on the status of your order, please do not hesitate to contact us at contact@maisonmugen.com.

 

Orders for multiple items with different availability/lead times 

If you place a single order for multiple pieces with different lead times, your order will ship when the entire order is complete and ready for shipment, typically within the latest estimated lead time of all items in your order. If you prefer certain pieces in your order to be shipped as they become available before your entire order is complete, please contact us at contact@maisonmugen.com to make special shipping arrangements. Additional shipping fees will apply.

 

DAMAGES AND REPAIRS

In the event you receive an item that you believe is damaged or defective, we require that you email contact@maisonmugen.com within 48 hours of receiving the item and include your name, proof of purchase, a description of the issue, and photos of the item. We reserve the right to deny any request for return, exchange, or repair.

 

THIRD PARTY PURCHASES

If you purchased a Maison Mugen piece from a third party retailer, please consult that retailer's applicable policies. We are not responsible for items purchased from other retailers.