Refund policy

Last updated: 24 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 to be clear and fair. Please note that returns are sent to our fulfilment facility in China, full details in section 4.

RETURN SUMMARY

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.

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) and 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 the UK. 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 UK 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, 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, 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. 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, or within 14 days of you providing proof of postage, whichever comes first. 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:

This online store is operated by Maison Loire, MAISON LOIRE LTD

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)