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 within the United Kingdom is 5–10 business days. The estimated total delivery time from placing your order is 5–11 business days, including handling and transit. Delivery is currently available to United Kingdom addresses only. 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 return coordination are handled by Vouge Verde Mösch in Biel/Bienne, Switzerland.
Who makes the clothes you sell, and are you authorised to sell them?
Miss Rosier manufactures the products sold through this store. Maison Velle is the vendor and customer-facing retailer. We are authorised to resell these products and use the accompanying product imagery under the manufacturer’s wholesale programme. This authorisation can be verified at hello@missrosier.com.
How do returns work?
For an eligible UK online order, tell us clearly that you wish to cancel within 14 days after the day of delivery, for example by emailing info@maisonvelle.co.uk with your order number. No reason or prior approval is required to exercise a statutory cancellation right. We will email you a return slip and instructions for identifying your parcel.
Send returns to our United States authorised return facility: Miss Rosier, 1202A Airport Rd, North Brunswick, New Jersey 08902, USA, not to our Swiss office. Include the return slip if received, your order number and the reference maisonvelle.co.uk. If the slip has not arrived before the return-posting deadline, you may still send the goods within the further 14 days with your order number and website reference. Use a tracked service and keep proof of posting.
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.
