Returns & Refund Policy

At Maison Virelle, we want you to feel confident and satisfied with your order. If your item is not quite right, you may request a return in accordance with the policy below.

1. Your Right to Cancel

If you are a UK customer and purchased from us online, you have the legal right to cancel your order within 30 days of receiving your item, without giving a reason.

Once you have informed us that you wish to cancel, you then have a further 30 days to return the item to us.

This does not affect your statutory rights.

2. Our Voluntary 30-Day Return Policy

In addition to your legal cancellation rights, Maison Virelle offers a voluntary 30-day return policy from the date your order is delivered.

To qualify for a return under our voluntary return policy, the item must be:

• unworn,
• unused,
• unwashed,
• free from stains, odours, make-up marks, deodorant marks or signs of wear,
• returned with all original tags and labels attached,
• returned in its original packaging where possible.

Please note that this voluntary return policy does not limit or replace your statutory cancellation rights.

3. How to Start a Return

To start a return, please contact our customer care team at:

Email: Maisonvirelle21@gmail.com
Subject: Return Request – Order #[insert order number]

Please include:

• your order number,
• your full name,
• the email address used for the order,
• the item you would like to return,
• the reason for return, if you wish to provide one.

Once your request has been reviewed, we will provide you with the correct return instructions and return address.

Please do not send your item back before contacting us, as returns sent to the wrong address may not be processed correctly.

4. Return Shipping Costs

Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning the item.

We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.

Maison Virelle is not responsible for returns that are lost in transit.

5. Refunds

Once your return has been received and inspected, we will notify you by email.

If your return is approved, your refund will be issued to your original payment method.

Refunds are usually processed within 30 days of receiving the returned item, or within 14 days of receiving proof that the item has been sent back, where applicable.

Please note that it may take additional time for your bank or payment provider to make the funds available in your account.

For cancelled online orders, we will refund the standard delivery cost where required by law. Any additional costs for premium or express delivery options will not be refunded.

6. Items Not Eligible for Return

The following items cannot be returned under our voluntary return policy unless faulty:

• items that have been worn, washed or used,
• items with removed tags or labels,
• items with make-up, perfume, deodorant, stains, odours or signs of wear,
• personalised or custom-made items,
• gift cards,
• final sale items, where clearly stated at the time of purchase.

Your statutory rights are not affected.

7. Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If you receive a faulty, damaged or incorrect item, please contact us within 48 hours of delivery at:

Email: Maisonvirelle@gmail.com

Please include:

• your order number,
• a description of the issue,
• clear photos of the item,
• photos of the packaging if relevant.

If the issue is confirmed, we will offer an appropriate solution, such as a replacement, refund or other suitable resolution.

8. Exchanges

We currently do not guarantee direct exchanges.

If you would like a different size, colour or style, we recommend placing a new order and returning the original item according to this policy.

9. Return Address

The correct return address will be provided after your return request has been approved.

Please do not send returns to the sender address shown on the parcel, as this may not be the correct return location.

10. Contact Us

For any questions about returns, refunds or cancellations, please contact us:

Maison Virelle Customer Care
Email: Maisonvirelle@gmail.com
Response time: Usually within 24–48 hours on business days.