Refund policy

Return & Refund Policy

Last Updated: July 2026

At Maison Vivienne, we are committed to providing a premium shopping experience. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible for a return, items must:

  • Be unworn, unused, and in their original condition.

  • Have all original tags attached.

  • Be returned with all original packaging, dust bags (where applicable), and accessories.

  • Be accompanied by proof of purchase.

Items showing signs of wear, washing, perfume, makeup stains, damage, alterations, or improper handling may not qualify for a refund.

2. Return Authorization

Before returning any item, you must contact our Customer Care team to obtain return authorization.

Email: support@maisonvivienne.com

Returns sent without prior authorization may be refused.

Once your request has been approved, we will provide detailed return instructions.

3. Inspection Process

All returned items are carefully inspected upon arrival.

Refunds, exchanges, replacements, or store credits will only be considered after the returned item has been received and successfully inspected.

Our inspection includes verification of:

  • Overall garment condition

  • Original tags and packaging

  • Any reported defects

  • Missing accessories or components

  • Signs of wear, damage, or misuse

  • Eligibility under this Return & Refund Policy

Approval of a return request does not automatically guarantee a refund.

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs showing the product and packaging

Once the issue has been verified, Maison Vivienne will provide an appropriate resolution in accordance with applicable consumer protection laws.

5. Non-Returnable Items

Where permitted by law, returns may be declined if:

  • The item has been worn beyond what is necessary to inspect its fit and quality.

  • The garment has been washed, altered, or damaged after delivery.

  • Tags have been removed.

  • Original accessories or packaging are missing.

  • The return request is made outside the return period.

  • The item is returned without prior authorization.

For hygiene reasons, earrings, intimate apparel, bodysuits, swimwear (where hygiene seals have been removed), and gift cards cannot be returned unless faulty or required by applicable law.

Nothing in this section affects your statutory consumer rights.

6. Refund Processing

Once your returned item has been received and approved following inspection:

  • Refunds will be issued to your original payment method.

  • Please allow your bank or payment provider additional time to process the refund.

  • Original shipping charges are non-refundable unless otherwise required by law.

  • Where permitted by applicable law, deductions may be made if returned goods have been handled beyond what is necessary to establish their nature, characteristics, and fit.

7. Refused Deliveries & Incorrect Shipping Information

Customers are responsible for providing accurate shipping information when placing an order.

If an order is returned because:

  • An incorrect delivery address was provided;

  • Delivery was refused without lawful justification;

  • The parcel was unclaimed or not collected;

Maison Vivienne reserves the right, where permitted by law, to deduct any applicable shipping, handling, and return costs from the refund.

8. Chargebacks & Payment Disputes

If you experience any issue with your order, we kindly encourage you to contact our Customer Care team before initiating a chargeback or payment dispute.

Maison Vivienne reserves the right to provide payment processors or financial institutions with relevant documentation, including:

  • Order records

  • Tracking information

  • Delivery confirmation

  • Customer communications

  • Any other information necessary to respond to payment disputes.

9. Consumer Rights

Nothing in this Return & Refund Policy excludes, limits, or affects any rights you may have under applicable consumer protection legislation, including the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and other applicable UK or European consumer laws.

Contact Us

If you have any questions regarding returns or refunds, our Customer Care team is happy to assist.

Maison Vivienne Customer Care

We aim to respond to all enquiries within 1–2 business days.