Refund policy

Returns & Refunds Policy

We want you to love your Maison Vela purchase. If something isn't right, here's how returns work.

Return Window

You have 30 days from the date of delivery to request a return. After 30 days, we're unable to offer a refund or exchange.

Eligibility

To be eligible for a return, your item must be:

  • Unused, unworn, and in the same condition you received it
  • In its original packaging with all tags attached
  • Accompanied by proof of purchase (order number or confirmation email)

Items that are damaged, worn, or altered by the customer are not eligible for return.

How to Start a Return

  1. Contact us at maisonvela.shop@gmail.com with your order number and reason for return.
  2. We'll confirm your return is eligible and provide return instructions.
  3. Ship the item back to us at the address we provide.

Please do not send items back without contacting us first — unrequested returns may not be processed.

Return Shipping Costs

Return shipping is paid by the customer, unless the item arrived faulty, damaged, or incorrect (see below).

We recommend using a tracked shipping service, as we cannot be held responsible for items lost in transit back to us.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, contact us within 30 days of delivery at maisonvela.shop@gmail.com with photos of the issue. In these cases, we will cover return shipping and offer a full refund or replacement.

Refunds

Once we receive and inspect your return, we'll notify you by email whether your refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Please note your bank or card provider may take additional time to process it.

Exchanges

We currently don't offer direct exchanges. If you'd like a different size or colour, please return your original item for a refund and place a new order.

Non-Returnable Items

  • Items marked as final sale
  • Gift cards

Questions

For any return or refund questions, contact us via our Contact page or email [support email].

Last updated: [Month Year]