Refund policy

We want you to be happy with your purchase but there may be a remote possibility you would like to make a return, if so, please contact us at kristine@maisondekristine.com or call us at 206-359-0810 with your order within 24 hours of the delivery with the order number to start a return.  Cancellations will not be given once the order is processed which is normally within 48 hours of placing the order. 

Please read the entire return, refund and cancellation policy below first.

We want you to love your purchase. If something isn’t right, we’re here to help.

Returns for any Tourance Products

  • Returns are accepted within 30 days of delivery

  • Items must be unused, unwashed, and in original condition

  • Original packaging and proof of purchase are required

  • Final sale, clearance items, and gift cards are not eligible for return

Once your return is received and inspected, approved refunds will be issued to the original payment method. Shipping fees are non‑refundable.

Exchanges

  • Exchanges are accepted for defective, damaged, or incorrect items only

  • Requests must be made within 7 days of delivery

  • Replacement items are subject to availability

If the requested exchange item is unavailable, a refund or store credit will be issued.

Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery with your order number and photos of the issue so we can assist you promptly.

Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective or incorrect

  • We recommend using a trackable shipping service

  • Tourance is not responsible for lost or untracked return packages

Lighting & Lamp Return Policy

We want you to love the lighting you choose for your home. Because lamps and chandeliers are both fragile and expensive to ship, we ask that you please take extra care when ordering. Double-check your dimensions, finishes, and style before placing your order — and we’re always happy to answer questions or provide additional details prior to purchase.

If you do need to return a lamp:

  • All returns must be pre-approved within 7 days of delivery.

  • The item must be unused, in original packaging, and carefully repacked for safe transit.

  • Customers are responsible for all round-trip shipping costs. Please note: shipping a lamp can often exceed $200each way.

  • A 30% restocking fee will be applied to cover handling and inspection.

  • Original shipping charges are non-refundable.

Because of these costs, many customers find that returning a lamp may not be worthwhile. We encourage you to reach out to us before purchasing if you need additional photos, measurements, or design advice — we want you to feel confident in your selection.

Read Best Online Purchase Practices First

It is a good idea to measure your space (doorways and stairways in particular) before making a purchase, to ensure that your ordered items will fit into your home. If they don't fit, and they need to be returned, our standard return costs will apply which is 30% product costs, shipping costs both ways. Remember custom items can not be returned.

Per-product color variations are normal. The settings on your monitor or device, product dye lot variances, and even your room's lighting can make an item look different than when you view the product online. Therefore, these variations are expected and will not be considered a defect. To minimize the potential for this outcome, please request a product swatch or additional images if you are unsure, as some of our vendors do not take returns.

  • Please contact us at kristine@maisondekristine.com or call us at 206-359-0810 with your order number to start a return.
  • Return requests must be made within 24 hours of receiving your purchase.
  • Items that do not qualify for returns include assembled or modified items, custom-made or special-order items, French Market Collection, Sugarboo custom products, Quimper custom products, opened materials, used items, items without the original packaging, reduced or sale items, and gift cards. Our list of vendors that do not take returns may not be up to date here.

DAMAGES from UPS & FREIGHT SHIPMENTS

For UPS Small Shipments:

  • If your item arrives damaged, document the damage and inform us within 24 hours. We will aim to replace or refund the damaged item. NOTE: Some items may not be in stock and can take longer to receive replacements.
  • For damage done by the shipper such as UPS or FedEx, please take photos of the box or package and send it to us via email so we can start a claim.

For Freight Shipments:

  • Inspect your delivery for damages before signing the driver's paperwork.
  • Note all damages on the driver's paperwork for claims to be accepted.
  • Items where damage is not noted on the truck paperwork you will not be eligible for repair, refund, or return.

Help with Return Shipping Methods via UPS or Freight

For UPS Small Shipments:

  • We will provide a complimentary return shipping label after you request a return.
  • Original and return shipping costs, along with the restocking fee, if any, will be deducted from your refund.
  • Shipping fees can be high, so please consult with us.
  • Please note: Maison de Kristine will not refund any outbound or inbound shipping charges.

For Oversized or Freight Shipments:

  • We can help you find a freight carrier if your purchase qualifies for a return.
  • Shipping costs will be your responsibility and deducted from your refund.  This includes original shipping costs, PayPal fees, or any other fees paid by Maison de Kristine except in the case of defective products or damages found at the time of delivery.

Refund Payments

  • After the product has been returned to us or the manufacturer, refunds will be processed to your original payment method within 1-2 weeks. Sometimes refunds can take longer.
  • A 30% restocking fee or more can apply to regular returns and will be stipulated by each vendor's return policy.

Rug Return Policy

Rugs can be returned if purchased at a 30% markup above the regular price. To ensure satisfaction with color and design, we recommend purchasing the smallest rug size available as a sample.

We will make every effort to ensure that the sample rug you order is from the same dye lot as the final rug you purchase. However, this can only be guaranteed if your desired rug size is in stock at the time of purchase.

Backorders & Cancellations

Backorders over $75 will be shipped within 180 days of initial order if products becomes available. Back order cancellations are not allowed after a confirmation on the backorder from you has been received. 

Cancellations after order is placed are not permitted after order has been processed which is usually within 48 hrs.  Please call to confirm if cancellation is possible.

MADE GOODS - Made Goods allows for client-elected returns within 30 days of receipt should you wish to return an item for any reason aside from damage or defect. Returned items must be in their original condition and packaging. Customers are responsible for shipping charges incurred when returning a product (that includes both ways, even if you received free shipping). Additionally we strongly suggest insuring all return shipments as credit for authorized returns will not be issued if product arrives damaged due to poor packaging. All credits for client-elected returns will be credit-on-account. Please note that all returns, regardless of reason, must be pre-approved by the mfg. To begin the Return Merchandise Authorization (RMA) process, please contact us.