Return Policy

At Maison Velour, we understand that sometimes a product may not meet your expectations or fit your needs. That's why we have a return policy in place to ensure you can get a refund for your items if they are not what you expected.

We have a 30-day return policy. Which means if you are not completely satisfied with your purchase, you have 15 days after receiving your item to request a return. We believe in the quality of our products and want you to be happy with your purchase.

To be eligible for a return, your item must be in its original condition that you received it, unused or unworn with tags, and with packaging intact. We cannot accept returns for items that have been worn or damaged.

You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@maison-velour. Please note that returns will need to be sent to the address on pre-printed label sent in the accepted return email.

If your return request 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.

When sending your return, please include a note inside the parcel with your order number and name to help us process it quickly.  

If you have any further questions or need assistance with your return, please don't hesitate to contact our customer service team at support@maison-velour. We are here to help and ensure your shopping experience with Maison Velour is a positive one.

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 with a replacement or refund, depending on your preference.

If the package is lost and/or not delivered within 30 days of ordering please contact us and we will work with you to make that right as well.

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.

Once we receive the returned item, our team will inspect it to ensure it meets the return criteria. If everything is in order, we will process your refund within 5 business days of receiving the item. The refund will be issued to the original payment method used for the purchase.

 

Refunds
Once we receive the returned item, our team will inspect it to ensure it meets the return criteria. If everything is in order we will process your refund within 10 business days of receiving the item. The refund will be issued to the original payment method used for the purchase. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@maison-velour.