Policies
COMPANY POLICY FOR ONLINE ORDERS
At Maison Ciao, we are committed to providing our brides and bridal party clients with the finest garments and a seamless, elevated experience from order to delivery. Our online order policy is designed to protect both parties and ensure complete transparency throughout your bridal journey. Please read through our policies carefully before placing an order.
READY TO WEAR BRIDAL STYLES
Please note you have up to 24 hours to cancel an order with Maison Ciao.
All Ready-to-Wear Bridal styles ship within 7-10 business days unless a made-to-order item is included in the same order, in which case all items will be shipped together once the entire order has completed production.
MADE-TO-ORDER & BESPOKE STYLES
Please note you have 3 business days to cancel your order.
All made-to-order and made to measure styles are are considered final sale once production has commenced.
Please allow 2-3 months for production and delivery, depending on the style and complexity of the order. Delivery timelines will be listed on the product page, at checkout, and confirmed in your order confirmation email.
All 10% discounts applied from placing an early access order are nonrefundable if the order is cancelled.
All made-to-order customers are required to create a Maison Ciao Client Profile where they can check their order status, submit size adjustment requests, and manage payments.
The company reserves the right to adjust delivery dates where necessary in the event of production delays. The customer will be notified of any delays no later than 5 business days prior to the original delivery date. If the customer is notified with less than 5 business days' notice, the company will retain fault, the order will be cancelled immediately, and a full refund will be issued.
By placing a made-to-order or made to measure order, you authorize Maison Ciao to charge your payment method for payment in full OR on an installment basis, including upfront deposits and balance payments due 48 hours before shipment.
If your payment method fails to collect the balance at the time of billing, you will be given 3–5 business days to settle the outstanding amount. Failure to do so will result in automatic cancellation of your order and forfeiture of your deposit.
Order communication will be issued at 4 intervals:
- Order confirmation
- Production update (midway through the production cycle)
- Pre-shipment update (48 hours before your order ships)
- Your order has shipped (tracking number provided)
RETURNS
Due to the made-to-order and highly personal nature of bridal wear, all sales are considered final once production has commenced.
If your order was delivered damaged or defective, you have the right to receive a replacement of the same item at no additional cost . Please contact our client concierge team at clientconcierge@maisonciao.com within 48 hours of receiving the item to initiate the exchange process.
If a discount was applied to your order outside of your welcome discount, the item is considered final sale and eligible for exchanges only.
Orders placed during the following sale periods are considered final sale — non-refundable and not eligible for returns, but eligible for exchanges where applicable:
Sample Sale, Flash Sale, Archive Sales, Black Friday, Cyber Monday, End of Season, and End of Year Sales.
If your order is still in processing and has not yet been shipped or entered production, it is not eligible for cancellation but may qualify for a store credit refund at Maison Ciao's discretion.
INTERNATIONAL ORDERS
Maison Ciao is not responsible for duties or taxes incurred on any international parcels. Please refer to your country's import regulations to calculate any additional charges. Duties and taxes are assessed by the importer's government and are not calculated or collected by Maison Ciao.
Should you experience any challenges with delivery, please contact our client concierge team at clientconcierge@maisonciao.com immediately so we can work with the shipping carrier on your behalf.
PROCESSING & SHIPPING TIMES
Our shipping carriers are UPS for Domestic orders and DHL for International orders.
If your order contains both Ready-to-Wear and made-to-order styles, items will be shipped together upon completion of the full order unless you have requested and paid for a split shipment or Maison Ciao issues one at its discretion.
Standard processing times for Ready-to-Wear Bridal styles are 4–5 business days. During peak bridal season and extended sales periods, processing may extend to 10 business days to accommodate increased order volume.
Made-to-order production timelines are displayed on each individual product page and run separately from the shipping method selected at checkout. Your pre-shipment process will begin once the completed garment arrives at our fulfillment center.
Orders placed after 12:00 PM on Friday will begin processing the following Monday.
CLAIMS & DISPUTES
In the event that your order does not arrive as expected, or if you have any claims or disputes regarding your order, please contact us immediately at clientconcierge@maisonciao.com so we can provide you with next steps.
We strongly encourage you to contact our team before initiating a dispute or chargeback with your bank. Merchant disputes can take up to 75 days to resolve, leaving both parties unable to act during that period. Your satisfaction is our priority and we are committed to swift, direct resolution.
At Maison Ciao, every bride deserves a seamless, stress-free experience. Our policies exist to protect your investment and uphold the integrity of each garment we produce. If you have any questions regarding this policy or your order, please reach out to our client concierge team at clientconcierge@maisonciao.com.
This policy is subject to change. Any updates will be posted on our website and communicated to our mailing list with an updated effective date. It is your responsibility to review this policy prior to placing an order.
Thank you for choosing Maison Ciao for your bridal journey.