Returns & Exchanges
RETURNS & EXCHANGES
Last updated: August 2026
We hope you love your AÏTHE order. If, however, you wish to return an eligible item, please review the conditions below before sending your order back to us.
Nothing in this policy is intended to limit any mandatory consumer rights available under applicable law.
RETURN PERIOD
Eligible items may be returned within 14 calendar days from the date your order is delivered.
To exercise your right to return, please contact us within this period at:
Please include your order number and the item or items you wish to return.
You may also tell us the reason for your return, although a reason is not required where you are exercising a statutory right of withdrawal.
If an item is faulty, damaged or incorrect, please provide details and photographs so that our team can assist you appropriately.
HOW TO REQUEST A RETURN
Before sending any item back, please contact hello@maisonaithe.com with:
Your order number
The item(s) you wish to return
Whether you prefer a refund or store credit
The reason for the return, where relevant
Photographs, if the item is damaged, faulty or incorrect
Once your request has been received, our team will provide the return instructions and Bucharest return address.
Please do not send a parcel to any address previously associated with AÏTHE without first obtaining the current return instructions. Parcels sent to an incorrect address may experience delays or may not reach our returns team.
Where a mandatory statutory right of withdrawal applies, contacting us is used to register the return and provide the correct shipping instructions and does not make the exercise of that right subject to AÏTHE’s discretionary approval.
RETURN CONDITIONS
Returned items should be handled only to the extent reasonably necessary to determine their nature, characteristics and fit.
To preserve their full value, items should be returned:
Unworn
Unwashed
Unaltered
Unused other than for a reasonable fitting
Free from makeup, deodorant, tanning products or other marks
Free from perfume, smoke or other noticeable odours
With all original tags and labels attached and undamaged
With all accessories originally supplied with the item
With the original AÏTHE packaging and presentation materials wherever reasonably possible
Items showing signs of wear, washing, alteration, damage or handling beyond what is reasonably necessary to assess the garment may be subject to a deduction reflecting any resulting loss in value, to the extent permitted by applicable law.
Missing or damaged original packaging, accessories or presentation components may also be taken into account where their absence has caused an actual reduction in the value of the returned order.
AÏTHE reserves the right to assess returned merchandise before a refund or store credit is processed.
MADE-TO-ORDER & PERSONALISED PIECES
Certain AÏTHE pieces may be prepared or produced following the placement of an order.
Where a standard AÏTHE style and standard size is produced following an order without individual customer specifications, applicable statutory return rights remain unaffected.
However, pieces created, altered or adapted according to the customer’s individual specifications are not eligible for return or exchange where permitted by applicable law.
This includes, for example:
Custom length alterations
Pieces shortened or lengthened at the customer’s request
Garments produced according to individual body measurements
Custom fit adjustments
Custom colours, fabrics or design specifications not offered as a standard option
Any other clear personalisation requested by the customer
Customers requesting a personalised alteration should therefore carefully confirm their specifications before the order is placed or the alteration is approved.
SALE ITEMS
AÏTHE does not offer exchanges on sale items.
Where applicable law grants the customer a mandatory right of withdrawal, purchasing an item at a reduced price does not remove that statutory right.
Outside mandatory statutory return rights, sale items may be considered final sale.
This distinction allows us to maintain our sale conditions while respecting mandatory consumer protections applicable in the customer’s jurisdiction.
EXCHANGES
Eligible full-price items may be exchanged for another available size or colour, subject to availability.
To request an exchange, please contact hello@maisonaithe.com within 14 calendar days of delivery.
Customers are responsible for the cost of returning the original item and for the cost of shipping the replacement item, except where the original product was faulty, damaged or incorrectly supplied by AÏTHE.
Exchanges are not available for:
Personalised or individually altered items
Items made according to individual customer specifications
Sale items
If the requested replacement is no longer available, you may choose an eligible refund or store credit instead.
RETURN SHIPPING COSTS
For standard change-of-mind returns, the customer is responsible for arranging and paying for return shipping, provided this is permitted by applicable law.
AÏTHE does not currently provide prepaid return labels.
We strongly recommend using a tracked and insured shipping service, as the customer remains responsible for the return shipment until it reaches our return location, subject to applicable law.
For international returns, the customer is also responsible for any return-related carrier or customs costs arising from the return, except where the goods are being returned because they were faulty, damaged or incorrectly supplied by AÏTHE.
INTERNATIONAL RETURNS
International customers should clearly identify a return shipment as returned goods where applicable and complete all customs documentation accurately.
Any customs charges or carrier fees caused by incorrect or incomplete return documentation may be deducted from the amount otherwise due, where permitted by applicable law.
Please contact us before arranging an international return so we can provide the appropriate return details.
REFUNDS
For eligible returns, you may choose between:
A refund to your original payment method, or
AÏTHE store credit
Where a statutory withdrawal right applies, store credit will only be issued if you expressly choose it instead of a monetary refund.
Once the returned item has been received and inspected, we aim to process approved refunds within 3–5 business days.
Where mandatory consumer legislation applies, refunds will in any event be handled within the legally applicable timeframe. Under Romanian and EU distance-selling rules, reimbursement is generally due no later than 14 days after notification of withdrawal, although the refund may be withheld until the goods have been received back or the customer supplies evidence that they have been sent.
Once AÏTHE has issued the refund, your bank or payment provider may require additional time to display the funds in your account.
ORIGINAL SHIPPING COSTS
For voluntary returns outside a mandatory statutory withdrawal right, original shipping charges are non-refundable unless the return results from an error by AÏTHE.
Where the customer exercises a statutory right of withdrawal under applicable EU consumer law, the cost of the standard delivery option must also be reimbursed. Any additional amount paid because the customer selected a more expensive shipping method than the standard delivery offered by AÏTHE does not need to be reimbursed.
Return shipping remains the responsibility of the customer for change-of-mind returns where permitted by law.
FAULTY, DAMAGED OR INCORRECT ITEMS
If you receive an item that is faulty, damaged or different from what you ordered, please contact us at hello@maisonaithe.com as soon as possible, preferably within 48 hours of delivery.
Please include:
Your order number
A description of the issue
Clear photographs of the item
Photographs of the packaging where relevant
The 48-hour request helps us investigate courier or fulfilment issues promptly but does not limit any statutory rights relating to defective or non-conforming goods.
Where an item is confirmed to be faulty, damaged or incorrectly supplied, AÏTHE will arrange the appropriate remedy in accordance with applicable consumer law, and the customer will not be required to bear the necessary return costs. Romanian law provides liability for lack of conformity identified within two years of delivery and requires remedies such as repair or replacement to be provided without the relevant transport or material costs being passed to the consumer.
RETURN PACKAGING
Customers are responsible for securely packaging return shipments so that the item is protected during transportation.
Where possible, the original AÏTHE presentation box and packaging should be reused.
The customer bears the cost of any additional packaging required to send a standard change-of-mind return back to AÏTHE. EU consumer guidance expressly allows the direct return postage and packaging costs to be borne by the consumer when the customer has been informed of this in advance.
RETURN INSPECTION
All returns are inspected upon arrival.
We reserve the right, where permitted by law, to reduce the refund by an amount corresponding to any actual diminution in value caused by handling beyond what is necessary to determine the nature, characteristics and fit of the item.
Where an item has been extensively worn, washed, altered or otherwise damaged after delivery, the resulting reduction in value may be substantial.
Any assessment will take into account the condition of the garment, its tags, accessories and any original presentation components that materially affect its resale value.
RETURN ADDRESS
All returns are processed through our Bucharest return location.
For security and operational reasons, the complete return address and shipping instructions will be provided after you contact:
Please do not return merchandise to a courier pickup point, showroom or other address unless specifically instructed by our team.
CONTACT
For return, exchange or refund assistance, please contact:
Our team aims to respond within 1–2 business days, Monday through Friday.
