Refund policy
Last updated: October 15, 2026
At Maison Velin, every piece is made with purpose. Our products are created on demand, allowing us to reduce overproduction and offer thoughtfully designed apparel.
Please review our Return & Refund Policy before placing an order.
1. Returns & Exchanges
Because our products are made to order, all sales are final, except for damaged, defective, misprinted, incorrect, or undelivered items, and where otherwise required by applicable law.
We do not accept returns or exchanges for:
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Change of mind or buyer's remorse.
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Ordering the wrong size.
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Selecting the wrong color.
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Personal preference or dissatisfaction with the fit.
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Accidental orders that have already entered production.
We strongly encourage customers to review product descriptions, sizing charts, and available colors before completing their purchase.
2. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, misprinted, or different from what you ordered, we are here to help.
Please contact us within 30 days of receiving your order.
Include the following information:
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Your order number.
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A description of the issue.
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Clear photographs showing the defect or printing error.
Once your claim has been reviewed and approved, we will provide a replacement at no additional cost or issue a refund.
In most cases, you will not need to return the defective item.
3. Lost or Missing Packages
If your order has not arrived by the estimated delivery date, please contact our customer support team.
Claims for lost packages should be submitted within 30 days of the estimated delivery date.
We will investigate the shipment with our fulfillment partner.
If your package is confirmed lost, we will arrange a replacement or refund.
This reporting timeframe does not limit any rights you may have under applicable law.
4. Incorrect Shipping Address
Customers are responsible for providing accurate and complete shipping information at checkout.
Maison Velin is not responsible for delivery issues caused by incorrect or incomplete addresses provided by customers, except where applicable law requires otherwise.
If an order is returned because of an incorrect address, additional shipping fees may apply for reshipment.
Please contact us as soon as possible if you notice an error in your shipping information.
5. Order Cancellations
Because our products are made on demand, production may begin shortly after an order is placed.
If you need to cancel or modify an order, please contact us immediately.
We will do our best to accommodate your request, but cancellations or modifications cannot be guaranteed once production has started.
Any cancellation or refund rights required by applicable law remain unaffected.
6. Refund Processing
If your refund request is approved, your refund will be issued to your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Refunds required by law will be processed within the applicable legal timeframe.
7. Return Shipping
Please do not send any products back without contacting our customer support team first.
For approved claims involving damaged, defective, or incorrect products, a physical return is generally not required.
If a return is necessary, our team will provide instructions and arrange the appropriate shipping solution.
8. Consumer Rights
This policy applies to orders shipped within the United Kingdom.
Nothing in this policy is intended to limit or exclude any consumer rights or remedies that cannot legally be waived under applicable federal or state law.
Where applicable law provides additional protections, those protections will take precedence over this policy.
9. Contact Us
If you have any questions or concerns about your order, please contact us.
Maison Velin Customer Support
Email: info@themaisonvelin.com
Please include your order number when contacting us so we can assist you as quickly as possible.
Thank you for choosing Maison Velin.
Made with purpose. Worn with identity.
