Refund policy

Return & Refund Policy – Maison Virelle

Effective Date: January 1, 2025

Last Updated: April 2025

Applies to: USA · United Kingdom · Germany

1. Our Commitment to You

At Maison Virelle, we are dedicated to providing a shopping experience that reflects the quality and care embedded in every piece we offer. If for any reason you are not fully satisfied with your purchase, we have designed a fair and transparent return process to make things right.

Please read this policy carefully before initiating any return or refund request. By placing an order on our platform, you acknowledge and agree to the terms set forth below.

2. Return Eligibility Window

We accept return requests submitted within 14 calendar days from the date of delivery confirmation. Requests submitted outside this window will not be eligible for a return or refund.

Important: The return window begins on the date our courier marks the order as "Delivered" to your shipping address — not the date of purchase.

To be eligible for a return, all items must meet the following conditions:

  • Items must be in their original, unworn, and unwashed condition.

  • All original tags, labels, and packaging must be intact and attached.

  • Items must be free from perfume, deodorant, makeup, or any other stains.

  • Items must not have been altered or tailored in any way.

  • A valid proof of purchase (order number or email confirmation) must be provided.

3. Non-Returnable Items

For hygiene and quality assurance reasons, the following categories are not eligible for return or refund under any circumstances:

  • Underwear, lingerie, and swimwear.

  • Items marked as Final Sale or Non-Returnable at the time of purchase.

  • Gift cards and store credits.

  • Items that show signs of wear, washing, or alteration.

  • Items returned without prior authorisation from our support team.

4. How to Initiate a Return

All returns must be pre-authorised. To begin the process, please follow these steps:

  1. Send an email to support@maisonvirelle-us.com with the subject: "Return Request – [Your Order Number]"

  2. Include your full name, order number, and the precise reason for the return.

  3. Attach clear photos of the item(s) showing their current condition.

  4. Allow 2–3 business days for our team to review your request.

  5. If approved, you will receive a Return Authorisation (RA) number and detailed shipping instructions.

  6. Ship the package using a trackable courier service.

Note: Returns sent without a valid RA number will not be accepted or processed.

5. Return Shipping Costs

  • Defective or incorrect item: Covered entirely by Maison Virelle.

  • Change of mind / wrong size: Covered by the customer.

  • Item not as described: Covered by Maison Virelle (after internal review).

We strongly recommend using a tracked and insured shipping service. Maison Virelle is not responsible for returns lost or damaged in transit.

6. Refund Processing

Once your return is received and inspected at our facility, we will notify you of the approval or rejection of your refund within 3 business days.

If approved, the refund will be processed automatically to your original method of payment:

  • Credit/Debit Card: 5–10 business days.

  • PayPal: 3–5 business days.

  • Store Credit: Issued within 24 hours.

Original shipping fees are non-refundable unless the return is due to an error on our part.

7. Exchanges

We do not process direct exchanges. If you require a different size, color, or style, please follow the standard return procedure for a refund and place a new order online at your convenience.

8. Damaged or Defective Items

If your item arrives damaged or incorrect, please notify us within 48 hours of delivery by emailing support@maisonvirelle-us.com with clear photos of the issue. We will promptly arrange a full refund or a replacement shipping at no additional cost to you.

Contact Support:

For any further inquiries regarding our policy, please reach out to support@maisonvirelle-us.com.