Why does the store now say Maison Velle?
Maison Velle is the new customer-facing name of this online store, previously Jacqueline van Hoef. The operator, the terms, the product range and your existing orders are unchanged — only the name has changed.
How much is delivery?
Delivery is free on every order. There is no minimum spend and no shipping charge at checkout.
Are taxes and import charges included?
Yes. All taxes and import duties are already included in the price you see. The amount shown at checkout is the total amount payable — there is nothing further to pay when your parcel is delivered. Orders ship on a delivered-duty-paid basis, so import VAT, customs duty and any carrier clearance fee are settled by us. If a carrier ever asks you for a payment on delivery, send us the receipt at info@maisonvelle.co.uk and we will reimburse the full amount.
When will my order arrive?
Orders are normally processed in 0–1 business day. Estimated transit after dispatch is 5–10 business days for the United Kingdom and 7–12 business days for other eligible countries. These are estimates and customs or carrier disruption can cause delays. Tracking information is sent when available.
Where is my order dispatched from?
Orders are picked, packed and dispatched from the authorised Miss Rosier fulfilment facility at 1202A Airport Rd, North Brunswick, New Jersey 08902, USA. Administration, customer service and returns approval are handled by Vouge Verde Mösch in Biel/Bienne, Switzerland.
Who makes the clothes you sell, and are you authorised to sell them?
We are a retailer, not a manufacturer. The majority of our current range is made by Miss Rosier, our collaboration partner, and each product page shows the brand of the item. We sell the collection as an authorised retail partner under the brand's wholesale programme. Our authorisation can be verified directly with the brand at hello@missrosier.com.
How do returns work?
First register your return by emailing info@maisonvelle.co.uk with your order number. Once we approve it we email you a return slip. Please do not send anything back before your request is approved.
All approved returns are handled through our United States authorised return facility — the goods go directly to Miss Rosier, 1202A Airport Rd, North Brunswick, New Jersey 08902, USA, not to our Swiss office. Enclose the return slip, your order number and the reference maisonvelle.co.uk, and use a tracked service — we can only process parcels we receive.
For eligible UK online orders, notify us within 14 days after the day of delivery and send the goods back within a further 14 days. We voluntarily offer the same notification period to eligible non-UK consumer orders unless mandatory law provides a more favourable right. Please read the full Return & Refund Policy before posting a return.
Who pays for the return postage?
For a change-of-mind return, the customer pays the return postage. If the item is wrong, faulty, damaged or misdescribed, we cover the return cost in full — contact us before posting so we can arrange it.
What if my order is damaged, incorrect or missing?
Email info@maisonvelle.co.uk as soon as reasonably possible with your order number and helpful photographs. Reporting visible transit damage within 48 hours helps us investigate, but it does not remove rights that cannot lawfully be waived.
How do I choose a size?
Use the measurements and size information on the relevant product page. Fit can vary by style and construction. Contact us before ordering if you need help interpreting the information.
Who operates this store?
Maison Velle is the customer-facing name of the store. The legal operator is Vouge Verde Mösch, a Swiss sole proprietorship owned by Flynn Miró Mösch, company identification number CHE-418.910.820, Bahnhofstrasse 12, 2502 Biel/Bienne, Switzerland. Contact: info@maisonvelle.co.uk, +41 78 799 22 84.
