Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@maisonvirelle.uk. Please note that returns will need to be sent to the following address: Feldstraße 23B , 52477 Alsdorf, Germany
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@maisonvirelle.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 10 business days have passed since we’ve approved your return, please contact us at support@maisonvirelle.uk.
At Maisonvirelle, we want you to be satisfied with your purchase. If, for any reason, you are not satisfied, we offer a clear return process.
30-Day Returns
You have 30 days from the day you receive your order to return eligible items. Items must be unused, in their original condition, and returned with the original packaging, tags, and accessories.
Restocking fee: £0. We do not charge a restocking fee for returns.
Return Policy Overview
Return window: You have 30 days from the day you receive your order to return eligible items.
Condition: Items must be unused, in their original condition, and returned with the original packaging, tags, and accessories.
Return support: Our customer support team will assist you throughout the return process.
Restocking fee: £0. We do not charge a restocking fee for returns.
Return Costs
Damaged, defective or incorrect products: Maisonvirelle covers the return cost when an item is incorrect, arrives damaged or is defective.
Change-of-mind returns: The customer is responsible for the actual return shipping cost when the wrong item was ordered, the item does not fit or the customer no longer wants it.
How to Return an Item
- Contact us: Contact us through our contact form or via support@maisonvirelle.uk. Please include your order number and the reason for your return.
- Pack your item: Repack the item securely in its original packaging, including all accessories, tags and documents.
- Send it back: Follow the return instructions provided by our customer support team. Please do not send an item back before contacting us, as we will provide the correct return instructions and return address.
Refund Process
Inspection: Once we receive your return, we will inspect the item to confirm that it meets the return conditions.
Refund timing: After approval, the refund will be processed to your original payment method. It can take up to 10 business days for the refund to appear, depending on your bank or payment provider.
Exchanges
If you would like to exchange an item for a different size, colour or product, contact us through our contact form. Our customer support team will explain the available exchange options.
Non-Returnable Items
For hygiene and safety reasons, certain items might not be eligible for return. Any applicable return restrictions will be clearly stated on the relevant product page.
Nothing in this policy affects your statutory consumer rights under applicable law.
Contact Information
Shop name: Maisonvirelle
Legal operator: Ferdi Batmaz
Address: Feldstraße 23B, 52477 Alsdorf, Germany
Email: support@maisonvirelle.uk
Phone: +44 7441 392301
Contact form: Contact page
Customer service opening hours:
Monday–Friday: 9:00 AM–5:00 PM (GMT)
Saturday–Sunday: 11:00 AM–4:00 PM (GMT)
We aim to respond to enquiries within 24 hours.