Refund policy
Last updated: 12 October 2026
At Maison Loire, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward return and refund process designed to be clear and fair. Please note that returns are sent to our fulfilment facility in China, full details in section 4. This policy applies to orders delivered to the United Kingdom, France and Italy.
RETURN SUMMARY
| Feature | Details |
|---|---|
| Return Period | 30 Days from the date of delivery |
| Return Method | By Mail only |
| Return Shipping (Change of Mind) | Responsibility of the customer (international return to China) |
| Return Shipping (Broken) | Free |
| Restocking Fees | £0.00 / €0.00 (None) |
| Refund Processing | Within 7 business days after inspection |
| Condition | Items must be in new, unused condition with original tags |
1. 30-Day Return Window
We provide a 30-day return window for all fashion items purchased on our website. You have 30 days from the date your package was delivered to request a return. Please note that under the Consumer Contracts Regulations 2013 (UK) and, for customers in France and Italy, the EU Consumer Rights Directive 2011/83/EU, you have a statutory right to cancel your order within 14 days of receiving your items — our 30-day policy goes beyond this legal minimum for your added peace of mind.
2. How to Start a Return
Contact our support team at contact@maison-loire.com to request a Return Authorisation.
Provide your order number and the reason for the return.
Once approved, we will provide you with specific return instructions.
Important: Please do not send items back without prior authorisation, as this may delay your refund.
3. Return Eligibility & Condition
To qualify for a full refund, returned items must meet the following criteria:
- The return must be initiated within 30 days of the delivery date.
- Items must be unworn, unwashed, and in their original condition.
- All original packaging, labels, and tags must be intact and attached.
- Non-returnable items: For hygiene and safety reasons, certain items (such as earrings, swimwear, or undergarments) cannot be returned once their hygiene seal has been removed after delivery. Gift Cards cannot be returned.
Once your return is authorised, please send the item within 14 days.
4. Return Shipping Costs
Where returns are sent: Maison Loire's returns are processed at our fulfilment partner's facility in China. For change-of-mind returns this means your parcel will need to be sent internationally rather than within your country. We want you to know this before you order, so you can factor it into your decision.
Change of mind: Return shipping costs are the responsibility of the customer. As this is an international shipment, the cost will be higher than a domestic return and will vary depending on the weight of your parcel and the service you choose. We recommend using a tracked international service, as we cannot be held responsible for return parcels that are lost in transit.
Faulty, damaged or incorrect items: If your item arrives faulty, damaged, or incorrect, please contact us with a photo of the issue. In line with your rights under the Consumer Rights Act 2015 (UK) and the legal guarantee of conformity (France and Italy), we'll send a free replacement at no cost to you. There's no need to return the original item.
Original delivery charges: If you cancel your order within 14 days of receiving it under the Consumer Contracts Regulations 2013 (UK) or Directive 2011/83/EU (France and Italy), we will refund the standard delivery charge you paid alongside the price of the goods. Where you selected an upgraded or express delivery service, we refund the standard rate rather than the premium. For returns made after the 14-day statutory window but within our extended 30-day policy, original delivery charges are non-refundable.
Return address: The full return address and instructions are provided once your Return Authorisation is approved. Please do not send items back before receiving these, as unauthorised returns may be delayed or undeliverable.
5. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law or, if you live in France or Italy, under the mandatory consumer protection laws of your country of residence. Under the Consumer Rights Act 2015, if your item is faulty, not as described, or unfit for purpose, you are entitled to a repair, replacement, or full refund. These rights apply regardless of our returns policy.
Customers in France and Italy: You benefit from the legal guarantee of conformity for 2 years from delivery (in France: Articles L.217-3 et seq. of the Code de la consommation; in Italy: Articles 128 et seq. of the Codice del Consumo). If an item is not in conformity, you are entitled to a free repair or replacement or, where this is not possible, a price reduction or a full refund. Customers in France also benefit from the guarantee against hidden defects under Articles 1641 et seq. of the French Civil Code.
6. Refunds & Processing Time
- Inspection: Once your return is received at our facility, it will be inspected within 3 business days.
- Approval: If approved, your refund will be processed automatically to your original payment method within 7 business days.
- Bank Processing: Please note that your bank or card issuer may take an additional 3–5 business days to credit the funds to your account.
Under the Consumer Contracts Regulations 2013, refunds for cancelled orders must be issued within 14 days of us receiving the returned goods, or within 14 days of you providing proof of postage, whichever comes first. For customers in France and Italy, under Directive 2011/83/EU, refunds are issued within 14 days of the day you informed us of your decision to cancel; we may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earlier. We aim to process all refunds well within this timeframe.
7. 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.
8. Order Cancellations
Under the Consumer Contracts Regulations 2013 (UK) and Directive 2011/83/EU (France and Italy), you have the right to cancel your order within 14 days of receiving your items without giving any reason. Please be aware that in the event of cancellation, return shipping costs remain the responsibility of the customer. If you wish to cancel your order before dispatch, please email us at contact@maison-loire.com within 12 hours of placement. If the order has already been dispatched, you will need to follow the return process outlined above.
To exercise your right to cancel, you must inform us of your decision by a clear statement, for example an email to contact@maison-loire.com. You may use the model cancellation form below, but it is not obligatory.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract)
To: MAISON LOIRE LTD, 128 City Road, London, EC1V 2NX, United Kingdom, contact@maison-loire.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
9. Contact Information
Email: contact@maison-loire.com
Phone number: +44 7882 755 053
(Note: Always contact us via email before sending a return to ensure your refund is processed correctly.)
10. Company information
Any questions or just like to talk to us? Please don't hesitate to contact us via:
This online store is operated by Maison Loire, MAISON LOIRE LTD
Company Number: 17288317
Business