Refund policy

Last update: [13/06/2025]

At Maison Shiiba, every order is made with the utmost care in our customisation workshop. Our priority is your satisfaction, while complying with the legal obligations associated with the customised nature of our products.

MESSAGE FROM THE MAISON SHIIBA TEAM

Once your order has been confirmed, you will receive this confirmation message from our team:

πŸ’Œ π— π—˜π—¦π—¦π—”π—šπ—˜ π——π—˜ π—Ÿβ€™π—˜Μπ—€π—¨π—œπ—£π—˜ πŸ’Œ

We would like to inform you that we have received your order.

If you have received this email, it is to confirm that your order has been processed and that your payment has already been confirmed.

Please check your spam or junk mail folders to follow all the steps of your order.

The workshop will prepare your order β€” please allow 24 to 48 hours for preparation β€” and then we will entrust it to the carrier you have selected.

You will soon receive an email with the tracking details for your parcel.

✍🏻 Please check the spelling of your engraving text carefully, as we copy and paste it.

Elise from the Maison Shiiba team

- - -Β 

UPON RECEIPT OF YOUR PARCEL

To ensure efficient processing in the event of a problem, please follow these steps carefully upon receipt

  • Check the contents of the parcel in front of the carrier or at the collection point, even if only briefly.
  • If one or more items are damaged, make specific reservations on the delivery note.
  • If the delivery person refuses to wait, please note this on the delivery note.

⚠️ Unless reservations are noted upon receipt, no claims will be accepted afterwards.

RIGHT OF WITHDRAWAL

In accordance with Article L.221-18 of the Consumer Code, you have a period ofΒ 14 days to withdraw after receiving your order.

However, the right of withdrawal does not apply to personalised products, in accordance with Article L.221-28. The following are therefore excluded from return:

  • Personalised engraved candles
  • Custom-made products

DAMAGED PRODUCT OR ERROR ON OUR PART

If your item is faulty or does not match your order, please:

  • Send an email to commande@maisonshiiba.frΒ within 48 hours of receipt
  • Attach a photo of the product and its packaging
  • Provide your order number

πŸ‘‰ We will quickly offer you an exchange, a credit note valid for 6 months, or a refund, depending on your preference.

AUTHORISED RETURNS (EXCLUDING PERSONALISED PRODUCTS)

For non-personalised products eligible for return:

Send your request to commande@maisonshiiba.frΒ within 14 days of delivery

Return the new, unused product in its original packaging to the following address:
Haben Design | Maison Shiiba – Returns Department
4 Rue du MarΓ©chal de Logis J Fellegara
06400 Cannes – France

Return shipping costs are the responsibility of the customer, except in the case of a defect or error on our part.

TERMS AND CONDITIONS

PRODUCT-RELATED REFUND TERMS AND CONDITIONS

After receiving and inspecting the returned product, we will proceed with:

  • A refund via the original payment method, or
  • The issuance of a credit note of equivalent value, valid for 6 months (upon request)

⏱ Processing will be completed within a maximum of 14 days of receipt of the parcel.

REFUND TERMS RELATED TO THE CARRIER

No refund will be granted in the event of an error in the address provided by the customer or when the carrier changes the collection point initially selected, in accordance with its own delivery policy.

  • Examples of situations where a change of collection point may occur:
  • Collection point saturated or unable to accommodate the parcel
  • Exceptional closure (holidays, maintenance, reduced hours)

Incorrect, incomplete or incompatible address for the planned delivery

In these cases, the carrier will automatically redirect the parcel to the nearest available collection point, with no possibility of modification or refund.

CONTACT

For any questions, complaints or return requests:
πŸ“§ commande@maisonshiiba.fr
We will respond within 48 working hours.