Refund policy

We offer a 30-day return policy, meaning you can request a return within 30 days of receiving the item.

Returns must meet the following conditions: your item must be in its original condition as received, unworn or unused, with all tags intact, and in its original packaging. You will also need to provide a receipt or proof of purchase.

To initiate a return, please contact us at support@maisondouce.com and we will provide you with the return address and further instructions. Please note that we do not accept returns without prior authorisation.

Damage and Problems

Please inspect your order immediately upon receipt. If the item is defective, damaged, or the wrong item was sent, please contact us immediately so we can assess and resolve the issue.

Exceptions / Non-Returnable Items

Some items are non-returnable, including perishable goods (e.g. food, flowers, or plants), bespoke or personalised items, and personal care products (e.g. beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. If you have any questions about a specific item, please contact us.

Unfortunately, we do not accept returns of promotional items or gift cards.

Exchanges

The quickest way to get the item you want is to return the original item first, and once the return is accepted, make a separate purchase for the new item.

UK & EU 14-Day Cooling-Off Period

If your order was shipped to the UK or EU, you have the right to cancel or return your order within 14 days without giving a reason. Your item must be in its original condition, unworn or unused, with all tags intact and in its original packaging. A receipt or proof of purchase is also required.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process the refund.

If you have not received your refund within 15 business days of approval, please contact us at support@maisondouce.com.