Refund policy
MAISONLORIEL
Returns & Refund Policy
Please Note
Returns are not free of charge. Return shipping costs are the responsibility of the customer.
Returns
Can I return my order?
Yes.
If you are not completely satisfied with your purchase, you may return your item(s) within 30 days of receiving your order.
To be eligible for a return, the following conditions must be met:
- The item must be returned in its original packaging with all accessories and components included.
- The item must be unused and in the same condition in which it was received.
- Products where hygiene is essential must be returned clean and in a hygienic condition.
- Any damaged or defective item must be reported immediately upon delivery.
- Return shipping costs are the responsibility of the customer.
- Once we receive your return, it will be inspected within 7 business days. If it meets our return requirements, your refund will be processed.
We reserve the right to refuse returns if we believe the item has been used, damaged, or altered after delivery.
How to Return an Order
To start a return, please email us at:
Your email should include:
- Order Number
- Reason for the return
- Photos of the item (if damaged or defective)
- Customer's Full Name
- Delivery Address
Once we receive your request, we will provide the correct return address.
Please do not return any items to the sender address shown on the package.
Returns sent without prior authorisation may not be accepted.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise required by applicable law.
For your protection, we recommend using a tracked shipping service, as Maison Loriel cannot be held responsible for returns lost during transit.
Right of Withdrawal
If you are purchasing as a consumer, you have the legal right to withdraw from your purchase within 14 days of receiving your order, in accordance with applicable consumer protection laws.
To exercise this right, please contact:
Maison Loriel
Email:
Order Cancellation
Because our order fulfilment process is highly automated, orders begin processing shortly after they are placed.
For this reason, once an order has entered processing, it can no longer be cancelled.
If your order has already been dispatched, you must wait until you receive it before requesting a return.
If you wish to cancel your order before dispatch, please contact us immediately and we will do our best to assist you.
International Shipments
Many of our products are shipped directly from our international fulfilment centres.
As a result, shipping times may occasionally be longer than expected due to customs clearance, transport delays, or circumstances beyond our control.
If your order is already in transit, cancellation is no longer possible.
Once you receive your order, you may return it according to this Returns Policy.
Refunds
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, your refund will be issued to your original payment method.
Please allow several business days for your bank or payment provider to process the refund.
Shipping charges are non-refundable unless required by law or where the return is due to our error.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again.
- Contact your credit card provider, as refunds can take time to appear.
- Contact your bank, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at:
Exchanges
We only replace items if they are defective or damaged upon arrival.
If you need to exchange an item for the same product, please contact:
We will provide instructions for the exchange process.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you will receive store credit equal to the value of your returned item.
If the gift was not marked as such at the time of purchase, or if the purchaser had the order shipped to themselves before giving it to you, any refund will be issued to the original purchaser.
Return Address
Do not send returns without contacting us first.
Our Customer Support team will provide you with the correct return address after your return request has been approved.
Contact Us
If you have any questions regarding our Returns & Refund Policy, please contact us:
Maison Loriel