Refund policy
Returns & Refund Policy
We hope you love your Maison Dolly pieces. If you do need to make a return, you have 14 days from receiving your order to notify us that you wish to return an item.
Once your return has been requested, you have a further 14 days to send the item back to us.
To be eligible for a return, items should be returned in their original condition, unworn and unused, with all original tags attached. Please take reasonable care of items while they are in your possession.
To request a return, please use our online returns service through your customer account or contact us at support@maisondolly.com.
Please do not send items back without first requesting a return, as we need to provide you with the correct return instructions.
Return postage
For change-of-mind returns, customers are responsible for the cost of returning the item to us. We recommend using a tracked postal service and retaining your proof of postage.
If an item is faulty, damaged, incorrect or not as described, please contact us and we will arrange the appropriate return at no additional cost to you.
Damaged, faulty or incorrect items
Please inspect your order when it arrives and contact us as soon as possible if an item is defective, damaged, incorrect or not as described so that we can resolve the issue for you.
Personalised and custom-made items
Personalised or custom-made items may not be eligible for change-of-mind returns. This does not affect your statutory rights where an item is faulty, damaged or not as described.
Sale items
Sale items purchased online are subject to the same applicable statutory cancellation rights as full-price items.
Exchanges
We do not currently offer direct exchanges. If you would like a different size or item, please return your original item and place a new order.
Pre-orders
Pre-order items are charged in full when your order is placed. Estimated dispatch information will be displayed on the relevant product page.
You may request cancellation of a pre-order before dispatch by contacting support@maisondolly.com. Once your pre-order has been dispatched, our standard returns policy applies.
Nothing in our pre-order terms affects your statutory consumer rights.
Refunds
Once your return has been received and inspected, we will notify you regarding your refund.
Approved refunds will be issued to your original payment method. We will process refunds within the applicable statutory timeframe. Please allow additional time for your bank or card provider to process the refund.
Where you exercise your statutory right to cancel an online order, we will also refund the cost of our standard delivery service. If you selected a more expensive delivery service, such as Next Working Day Delivery, we are not required to refund the additional amount above our standard delivery charge. GOV.UK
European Union customers
If your order is being delivered to the European Union, additional statutory consumer rights may apply. Nothing in this policy limits any rights available to you under applicable consumer law.
Contact us
For any questions regarding a return or refund, please contact: