Return & Refund Policy

Return and Refund Policy

  • You may return items within 30 days from the date you receive your order.
  • Items must be unworn, unwashed, undamaged, and in their original packaging.
  • These are intimate items, so that condition is what makes a return or exchange possible. Anything worn or washed cannot be accepted back.

How to Request a Return

Before returning anything, please contact our Customer Support Team and provide:

  • Your order number
  • The reason for return
  • Clear photos or videos showing the product and packaging

Unregistered or unapproved returns (sent back without authorization) will not be accepted.

Return Shipping

  • Customers are responsible for return shipping costs and must provide a tracking number.
  • We are not responsible for lost or untracked return shipments.

Where Returns Go

Approved returns are sent to our fulfillment warehouse in Asia, so return shipping is international. The customer pays it, unless the return is due to our error (a damaged, defective or incorrect item). Please use a tracked shipping method.

If a return package is held in customs for more than 15 days, our Customer Support Team will contact you with the options, which may include a refund with a minor deduction for customs-related costs, or you paying the customs fee directly so we can issue a full refund sooner. Full details are in section 13.6 of our General Terms and Conditions.

Inspection of Returned Items

Every return is inspected by an independent third party, who checks whether the item meets the conditions above. If an item has been worn, washed or otherwise used, or its condition does not match what was declared when the return was requested, we reserve the right to refuse the return, and no refund or exchange will be issued.

Refunds

Once your return has been received and inspected, we process it within 10 business days and confirm the outcome by email. Approved refunds are issued to your original payment method. Depending on your bank or payment provider, it may take a further 3–5 business days for the funds to appear in your account.

Defective or Incorrect Items

If you have received a defective or incorrect item, please contact our support team immediately with the following information:

  • Your order number
  • The name of the item that is damaged or incorrect
  • A description of the issue
  • Clear photo or video evidence

If your package has been damaged during delivery, please send us a photo/video right away. Claims for damaged packages must be made within 7 days of delivery.

Once your claim has been reviewed and approved, you will receive a free replacement of the same item or an equivalent product at our discretion.

Exchanges

If you would like to exchange an item, please contact our Customer Support team before sending anything back. Our team will confirm whether the item is eligible for exchange and provide you with the correct shipping fee.

Exchanges are possible by paying only a minimal shipping fee, which varies depending on the item and delivery address. Once the fee is confirmed and paid, we will process your exchange and ship the replacement product.

Cancellations

Orders are cancelled within 12 hours of confirmation, provided that processing has not yet started. A cancellation fee will be applied to cover administrative and processing costs.

Once an order has entered processing or shipping, it can no longer be cancelled and must follow the standard return procedure.

Shipping Fee Responsibility

The terms below clarify who is responsible for the shipping fees during the return process:

  • If the return is caused by the customer (e.g., wrong size, change of mind), the customer is responsible for the return shipping fee. The exact fee depends on the courier service chosen.
  • If the return is due to our error (e.g., damaged, defective, or incorrect item), the customer is not required to pay the return shipping fee.

Contact Us

If you have any questions or need to initiate a return, please contact our Customer Support Team:
📧 support@maison-verdelle.com

For full details, please see our General Terms & Conditions.

🛒 Trade name: Maison Verdelle

🏢 Operated by: STACK BRANDS LIMITED

📍 Registered address: Flat 5, 4/F, Won Hing Building, 74-78 Stanley Street, Central, Hong Kong

📧 Email: support@maison-verdelle.com