Refund policy

Last updated: April 20, 2026

At Maison Ovia, many of our products are made to order, and some may be personalized. Because of this, we keep our return and refund policy clear and case-based.

1. Made-to-Order and Personalized Items

Our jewelry is made to order. Certain items may also be personalized or customized.

For this reason:

we do not accept returns or exchanges for change of mind
we do not accept returns for incorrect selections made at checkout
we do not accept returns for orders where the personalization submitted by the customer contains an error, unless the error was caused by us

2. Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@maisonovia.com.

Please include:

your order number
a short explanation of the issue
clear photos showing the product and the issue

Once reviewed, we may offer an appropriate solution, which may include:

a replacement
an exchange
a refund

The remedy offered will depend on the circumstances of the order and the nature of the issue.

3. Returns

We do not accept standard returns for change of mind on made-to-order jewelry.

If we authorize a return in an exceptional case, we will provide instructions before any item is sent back. Returns sent without prior approval will not be accepted.

4. Cancellations and Order Changes

Because orders may enter production quickly, we cannot guarantee cancellations or modifications once an order has been placed.

If you need to request a cancellation or change, please contact us immediately. We will do our best to help if production has not started, but we cannot promise that changes will be possible.

5. Seasonal and Gift-Timing Orders

From time to time, we may offer a dispatch timing option intended to help your order ship closer to a gifting occasion such as:

Mother’s Day
Valentine’s Day
Father’s Day
Christmas
birthdays
anniversaries
similar seasonal or special events

These options are intended to help with gift timing, but delivery on a specific date is not guaranteed. Delays caused by production schedules, carriers, customs, weather, or other factors outside our control do not automatically qualify for a refund.

6. Non-Refundable Situations

Refunds, returns, or exchanges are generally not available for:

change of mind
incorrect size, style, finish, or product chosen by the customer
personalization errors submitted by the customer
delays caused by carriers after dispatch
orders where delivery is attempted according to the shipping address entered at checkout
seasonal gifting orders where delivery does not occur on the exact desired date

7. Exceptions

We may make exceptions on a case-by-case basis where we believe it is fair and appropriate to do so.

8. Refund Processing

If a refund is approved, it will be issued to the original payment method. Please allow several business days for the refund to appear, depending on your bank or payment provider.