Return Policy
At Maison Lorenne, we strive to keep our customers satisfied. However, we understand that you may wish to return a product. Below you will find our return policy. We are happy to work with you to find a suitable solution. If you are unsure about anything, please contact us first at info@maisonlorenne.com.
1. How We Operate
Maison Lorenne operates using a direct-from-supplier fulfilment model. To reduce waste and lower our environmental impact, we do not maintain large inventories. Products that are not held in stock are shipped directly from our supplier located in China. As a result, all approved returns must be sent to our supplier's return address in China.
2. Return Period and Request
You may request a return within 14 days of receiving your order by contacting info@maisonlorenne.com.
A return request can only be submitted after you have physically received the item.
Please include your order number and a valid reason for the return in your request.
Once your request has been approved, we will provide you with our supplier's return address.
3. Return Conditions
A valid reason for the return is always required.
Returned items must be:
- Unused
- Unwashed
- Undamaged
- In their original condition
- Returned with all original tags and labels attached
Items may be tried on but must not be worn.
Sale items cannot be returned without a valid reason.
Intentionally ordering multiple sizes with the intention of returning part of the order is not permitted.
For hygiene reasons, certain products cannot be returned, including underwear, swimwear and jewellery, unless they remain unopened and unused.
4. Return Shipping Costs
All return shipping costs are the responsibility of the customer. This includes international shipping costs and any customs duties or import charges.
Items must be returned to our supplier's return address in China.
The customer is responsible for arranging shipment, covering all costs and monitoring the return shipment.
We strongly recommend using a shipping service that includes tracking. Returns without proof of shipment cannot be processed.
5. Alternative Solution
Since international returns can be expensive and time-consuming, we are happy to discuss an alternative solution with you whenever possible, such as a partial refund or discount. Any such agreement will be confirmed by email before a return is arranged.
Please contact info@maisonlorenne.com before returning any item.
6. Incorrect, Damaged or Defective Items
If there is an issue with your order, including the size, fit, quality or condition of the product, please email us within 14 days of delivery.
Your email must include:
- Clear photographs of the issue
- A detailed description of the problem
Without photographs and a description, we are unable to assess your claim and cannot offer a return or refund.
Once we receive the required information, we will work with you to find an appropriate solution as quickly as possible.
7. Refunds
Refunds will only be issued after the returned item has been received and inspected at our supplier's return address in China.
Once approved, your refund will be processed within 14 days using the original payment method.
Original shipping costs are non-refundable.
8. Order Cancellations
Orders cannot be cancelled once they have been placed and entered into processing.
A refund request or chargeback may not be initiated before the ordered item has been delivered.
If you experience any issues with your order, please contact info@maisonlorenne.com first instead of immediately requesting a chargeback or refund.
9. Liability
Maison Lorenne is not responsible for lost packages if the tracking information confirms that the order was successfully delivered to the shipping address provided by the customer.
Customers are responsible for providing the correct shipping address.
Any address corrections must be reported within 24 hours of placing the order by emailing info@maisonlorenne.com.