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Refund policy
Last updated: 15 June 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 for our customers in the United Kingdom.
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 |
| Return Shipping (Faulty/Incorrect) | Free (Prepaid label provided by Maison Loire) |
| Restocking Fees | £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, 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 and the correct return address.
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, bodysuits, or undergarments) and Gift Cards cannot be returned. This is permitted under the Consumer Contracts Regulations 2013.
4. Return Shipping Costs
All return shipping costs are the responsibility of the customer, regardless of the reason for return — unless the item you received is faulty, damaged, or incorrect.
Faulty or Incorrect Items: If you receive a damaged, faulty, or incorrect item, Maison Loire will cover all return shipping costs in accordance with your rights under the Consumer Rights Act 2015. Please contact us immediately with a photo of the issue, and we will provide a prepaid return label.
For all other returns, we recommend using a trackable service (such as Royal Mail Tracked or ParcelForce) as we cannot be held responsible for lost return parcels. Original shipping costs are non-refundable.
5. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law. 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.
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. 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, 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.
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:
Maison Loire
Company Number: 17288317
Business Address: 128 City Road, London, EC1V 2NX, United Kingdom
Email: contact@maison-loire.com
Phone number: +44 7882 755 053
Customer Service (Opening Hours):
Monday - Friday: 09:00 - 18:00 (GMT)
Saturday and Sunday: 10:00 – 16:00 (GMT)
