Return and Refund Policy
US customers: We accept returns if you contact us within 36 hours of delivery, including delivery to a parcel locker, and return the item within 96 hours of delivery. Return shipping costs are the customer's responsibility. Shipping fees paid at the time of purchase are non-refundable. If your order qualified for free shipping, a flat $30.00 USD will be deducted from the amount issued as store credit.
Returns are refunded as store credit, not to the original payment method.
Store credit can be used only on our official website (https://grandemaisonusa.com) is valid for 45 days from the date of purchase.
Returns for customers outside Japan and the United States: We accept returns if you contact us within 36 hours of delivery, including delivery to a parcel locker, and return the item within 96 hours of delivery. The shipping costs and customs duties incurred when your order was shipped will be deducted from the return amount. You are responsible for return shipping costs. If customs duties are incurred when the item is returned, those duties will also be deducted. Returns are refunded as store credit, not to the original payment method. Store credit can be used only on our official website (https://grandemaisonusa.com) and is valid for 45 days from the date of purchase.
When returns are not accepted
We cannot accept a return if:
- You contact us more than 36 hours after delivery.
- Return the item more than 96 hours after delivery
- The product tags have been removed.
- The item has been used or damaged.
When returns are accepted
If the item arrives damaged or is different from what you ordered, we will refund you to your original payment method rather than issue store credit. We will also cover the return shipping costs in these cases. You must contact us within 36 hours of delivery.
How to request a return
- Check your order upon delivery. Please inspect the contents as soon as your order arrives. If there is an issue, contact us within 36 hours of delivery. Delivery to a parcel locker or delivery box counts as delivery.
- Contact customer service. Email info@grandemaisonusa.com with your order number, product name, reason for the return, and your name, address, and phone number.
- Return the item. Please use the original packaging and return all accessories and tags in the condition in which you received them.
Refunds
After we receive and inspect the returned item, customer service will contact you. Refunds are issued as store credit only. We do not issue refunds to credit cards or in cash.
Contact us
If you have questions about returns or refunds, please contact customer service at info@grandemaisonusa.com.
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Returns for customers outside Japan and the United States:
We accept returns if you contact us within 36 hours of delivery, including delivery to a parcel locker, and return the item within 96 hours of delivery. The shipping costs and customs duties incurred when your order was shipped will be deducted from the return amount. You are responsible for return shipping costs. If customs duties are incurred when the item is returned, those duties will also be deducted. Returns are refunded as store credit, not to the original payment method. Store credit can be used only on our official website (https://grandemaisonusa.com) and is valid for 45 days from the date of purchase.
When returns are not accepted
We cannot accept a return if:
- You contact us more than 36 hours after delivery.
- Return the item more than 96 hours after delivery
- The product tags have been removed.
- The item has been used or damaged.
When returns are accepted
If the item you receive is different from what you ordered, we will refund you to your original payment method rather than issue store credit. We will also cover the return shipping costs in these cases. You must contact us within 36 hours of delivery.