Last updated: November 12, 2026
This policy explains how to request a return, exchange or refund for an order from Kieu Maison Retail LLC at shopkieumaison.com.
Our 30-day return period
Please submit your return request within 30 days after your order is delivered. Contact customer care before sending an item back so we can review the request and give you the correct return instructions.
Return eligibility and packaging
For a change-of-mind return, the item must be unused, unwashed and unaltered, in its original condition, with all included accessories, parts and original product packaging. Please include your order number or other proof of purchase. Pack fragile items securely to prevent damage during return shipping.
These condition requirements do not exclude claims for items that arrived damaged, defective or incorrect. Please describe the issue when contacting us so we can arrange the appropriate solution.
We do not charge a restocking fee or a refund processing fee.
How to start a return
- Contact us: email support@shopkieumaison.com with your order number, the item or SKU, and the reason for the return.
- Describe the issue: for a damaged or incorrect item, include clear photographs of the item, packaging and shipping label when possible.
- Follow the return instructions: we will provide the appropriate return address and explain the next steps. The address printed on the original parcel may not be the return destination.
- Pack the item securely: keep the product, accessories and packaging while the request is being reviewed. Use protective packaging for fragile items and retain your return shipment receipt and tracking details.
We aim to reply to return requests within 2 business days. Once return instructions are provided, please send the item within 14 days, or contact us if you need assistance meeting that timeframe. Do not send items to the business correspondence address without return instructions.
Return shipping costs
Change of mind and other returns unrelated to product quality: the customer is responsible for return shipping.
An incorrect, defective or arrival-damaged item: Kieu Maison Retail LLC is responsible for return shipping. Please contact us to arrange the next steps before purchasing return postage.
Damaged or incorrect items
If your order arrives damaged or contains the wrong item, contact us with your order details and a description of the issue. Keep the item and packaging so the issue can be reviewed. We will explain the appropriate return, replacement or refund options for your order.
Refunds and refund updates
We inspect returns and email the outcome within 5 business days after receiving the returned item. If the return is not approved, we will explain the reason and the available next steps.
Approved refunds are issued to the original payment method within 5 business days of approval. An eligible full-item return includes the amount paid for the returned item and its applicable sales tax. We do not deduct a restocking or refund processing fee. Our standard outbound shipping is free, so no standard outbound shipping charge is deducted from your refund.
Your bank or payment provider may need an additional 5–10 business days to display the credit; its actual posting time can vary. If the credit is not visible after that period, contact your bank and email us for a refund update. Business days are Monday through Friday, excluding U.S. public holidays.
If you need an update, email us with your order number and any return tracking reference. Please do not send your card number, card security code or online banking details.
Exchanges
To request a different item, size or color, contact customer care with the original order number and your preferred item or option. We will check availability and explain how the return and exchange can be arranged.
Order corrections and cancellation requests
Contact us as soon as possible if you need to correct delivery information or request a cancellation. We will check the order status and explain the available options. A request does not itself confirm a cancellation or an address change. For an order already in transit, contact us for guidance under this return policy.
Need help?
If you have a question or disagree with a return outcome, contact us so we can review the issue. This policy does not limit rights available under applicable law.
Kieu Maison Retail LLC
Email: support@shopkieumaison.com
Phone: +1 610-744-7858