Cart (0)
Your cart is empty
Return & Refund Policy - Maison Eloré
At Maison Eloré, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please review our return guidelines below.
1. 30-Day Return Window You have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the exact same condition that you received it: unworn, unwashed, free of any odors/makeup, with all original tags attached, and in its original packaging.
2. How to Start a Return & Mandatory Timeframes To initiate a return, you must contact us at contact@maisonelore.co.uk with your order number and the reason for the return.
Important: Please do NOT send your purchase back to the sender's address on the package. You must wait for our customer care team to approve your request and provide you with the correct authorized return address and customs documentation. Items sent back to us without prior authorization will not be accepted or refunded.
Strict Return Dispatch Deadline: Once our team has officially authorized your return and provided you with the destination address, you have strictly 14 calendar days to physically dispatch the parcel and provide us with a valid tracking number. If the parcel is not dispatched within this 14-day window, your return authorization will automatically expire, the return will be permanently rejected, and no refund will be issued.
3. Return Shipping Costs & Authorized Logistics Facilities To keep our prices competitive and offer Free Shipping on all outbound orders, return shipping costs are the sole responsibility of the customer.
Please note that our primary Central Quality Control and inbound processing facilities are located internationally. Depending on the product line, all returns must be shipped at your own expense to our primary logistics hub located in Dongguan, Guangdong, China (APAC Region).
We strictly require you to use an International Tracked shipping service (such as Royal Mail International Tracked) and correctly fill out all required customs declarations (CN22). We are not responsible for lost return packages or any border clearance fees resulting from incorrect customs paperwork.
4. Buying Multiple Sizes (Bracketing Policy) To combat the massive environmental impact of reverse logistics and textile waste, Maison Eloré strictly discourages the practice of "bracketing" (ordering the same item in multiple sizes with the intention of returning those that do not fit).
We actively flag orders containing multiple sizes of the same item. Returns resulting from this practice will be subject to heightened scrutiny, and we reserve the right to strictly enforce our hygiene conditions. All associated international return shipping costs to our Asian facility remain the responsibility of the buyer.
5. Quality Control & Anti-Wardrobing Returned items must pass a strict hygiene inspection upon arrival at our facility. Our Quality Control team utilizes detailed fabric inspection (including UV light for makeup, deodorant, and wear marks). Any garment showing signs of being worn for an event, or failing our strict hygiene standards, will be strictly rejected. In such cases, the item will only be returned to you at your own expense, and no refund will be issued.
6. Minor Manufacturing Anomalies (Not considered defects) Our garments are carefully stitched and shipped internationally. Please note that the following are considered normal variations in manufacturing and transit, and do NOT qualify as "defective" for a free return:
7. Damaged or Wrong Items Please inspect your order upon reception. If the item has a severe structural defect, is fundamentally damaged, or if you receive the wrong item, please contact us immediately with clear photographic evidence. Once the issue is verified by our Quality Control team, we will work with you to reach a fair and suitable resolution. Depending on the situation and inventory availability, resolutions may include a partial refund (to cover local tailoring/cleaning), store credit, or a replacement.
8. Refunds We will notify you once we’ve received and inspected your return at our international facility. If approved, you’ll be automatically refunded on your original payment method within 5 to 10 business days. Please remember it can take additional time for your bank or credit card company to process and post the refund.
For any questions regarding returns or refunds, please reach out to our dedicated support team:
Email: contact@maisonelore.co.uk
Phone: +442045771834
Address:
4 rue Edmond Rostand, Appartement 16
31130 Balma
France
Business Registration Number (SIRET) : 83987974900019