Refund policy

We want customers to feel confident when purchasing from Maison Soierie.

In addition to any mandatory rights you have under applicable consumer law, Maison Soierie provides the return policy described below.

30-Day Return Policy

You may request a return within 30 days after receiving your order.

For returns requested outside a mandatory statutory cancellation period, products must generally:

• be unworn;
• be unused beyond reasonable inspection;
• be in substantially the same condition in which they were received;
• include original tags where supplied;
• include original packaging where reasonably possible;
• include proof of purchase.

Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.

Sale Items

Products purchased during a promotion or sale, including Maison Soierie's Collection Changeover promotion, remain eligible for return subject to this policy and applicable law.

A discounted price does not remove mandatory consumer rights.

European Union and United Kingdom Customers

Where applicable consumer law provides a statutory cancellation or withdrawal right, customers may cancel an eligible distance purchase within 14 days after receiving the goods, without providing a reason.

After notifying us of the cancellation, the customer must return the goods within the period required by applicable law.

Nothing in Maison Soierie's voluntary return policy limits these statutory rights.

Starting a Return

Before sending an item back, please contact:

maisonsoierie@gmail.com

Include:

• your full name;
• order number;
• email used for the purchase;
• item you wish to return;
• reason for the return, where applicable.

We will provide return instructions and the appropriate return destination.

Because Maison Soierie works with international fulfilment partners, the return destination may differ depending on the product and your location.

Do not return products to the address printed on the original parcel or directly to a supplier without receiving return instructions from Maison Soierie first.

Sending an item to an unauthorised address may significantly delay the return process.

Return Shipping Costs

For a standard change-of-mind return, the customer may be responsible for the direct cost of returning the item where this is permitted by applicable law and disclosed before purchase.

If the product is:

• defective;
• damaged;
• materially different from its description;
• incorrect;
• or sent due to an error by Maison Soierie or our fulfilment partners,

Maison Soierie will cover reasonable return costs where required by applicable law.

Damaged, Defective or Incorrect Products

Please inspect your order after delivery.

If you receive an incorrect, damaged or defective item, contact us as soon as reasonably possible.

Please provide your order number and, where possible, photographs showing the issue.

Depending on the circumstances, we may offer:

• replacement;
• repair where appropriate;
• partial refund;
• full refund;
• another remedy required under applicable consumer law.

You will not be required to give up any mandatory statutory rights.

Refunds

Once the returned product has been received, or once sufficient evidence of return has been provided where applicable, we will review the return.

Approved refunds will be issued to the original payment method.

Where consumer law specifies a refund deadline, we will process the refund within that required period.

For eligible statutory withdrawals in the UK or EU, refunds will generally be processed within 14 days in accordance with applicable law, although we may be permitted to wait until the returned goods or evidence of return have been received.

After we issue the refund, your bank, card provider or payment service may require additional time to display the funds in your account.

Original Delivery Costs

Where required by applicable consumer law, eligible statutory cancellations will include reimbursement of the basic standard delivery cost originally paid.

Any additional amount paid for premium, express or enhanced delivery may not be refundable where applicable law permits.

Exchanges

We do not currently operate a traditional direct exchange system.

Where a different product is required, the easiest process is normally to:

1. request a return for the original item; and
2. place a new order for the desired product.

Non-Returnable Items

Certain products may legally be excluded from change-of-mind returns, including, where applicable:

• products made specifically to customer specifications;
• personalised items;
• gift cards;
• products that cannot legally be returned for health or hygiene reasons once a qualifying seal has been removed.

Any such restriction will be clearly stated on the relevant product page where applicable.

This exclusion does not apply to faulty, damaged or incorrectly supplied products where mandatory consumer rights apply.

Order Cancellations

Please contact us immediately if you wish to cancel an order.

We will make reasonable efforts to cancel it before fulfilment begins.

Because orders may be automatically transmitted to our fulfilment partners, cancellation may no longer be possible once processing or dispatch has started.

If the order has already been dispatched, you may still have the right to return it after delivery under this policy or applicable consumer law.