Last updated: 26 August 2026
This policy applies to purchases from the Maison Velle online store, which is legally operated by Vouge Verde Mösch, a Swiss sole proprietorship owned by Flynn Miró Mösch.
1. Return and cancellation period
If you are a UK consumer and the statutory right to cancel applies, you may tell us that you wish to cancel within 14 days after the day on which you receive the goods. You then have a further 14 days to send the goods back after notifying us.
For eligible consumer orders outside the UK, we voluntarily offer the same 14-day notification period unless mandatory law gives you a longer or more favourable right. Mandatory consumer rights always remain unaffected.
2. Step 1 — register your return first
Email info@maisonvelle.co.uk with your order number, the item you wish to return and, where relevant, the reason. A reason is not required when you exercise a statutory cancellation right.
Our team reviews every request. Once your return is approved we send you a return slip by email. Please do not send anything back until our team has approved your request — parcels that arrive without an approved return slip cannot be identified or processed.
Contacting us before posting helps us identify and process your return. It does not restrict a statutory right exercised by a clear statement within the applicable period.
3. Step 2 — where to send the goods
All approved returns are handled through our United States authorised return facility in New Jersey. Returns go directly to the manufacturing and fulfilment partner — not to our Swiss office.
Miss Rosier
1202A Airport Rd
North Brunswick, New Jersey 08902
USA
Enclose in the parcel:
- the return slip we emailed you after approving the return,
- your order number, and
- the reference maisonvelle.co.uk, so the facility can allocate the parcel to us.
Use a tracked service and keep proof of posting — we can only process parcels we receive. Unless we provided a prepaid label, you remain responsible for the parcel until it reaches the return facility.
Do not return goods to any other address, including the sender address printed on the parcel, unless we expressly instruct you to do so.
4. Condition of returned goods
You may inspect and try on an item as you reasonably would in a shop. Please return it with all supplied accessories, labels and packaging where reasonably possible. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the item. This does not affect rights relating to faulty, damaged, incorrect or misdescribed goods.
5. Items that cannot be returned
Where permitted by law, the right to cancel does not apply to personalised or made-to-order goods, or to sealed goods that are unsuitable for return for health or hygiene reasons once the seal has been broken. This may include sealed underwear, swimwear or earrings where the hygiene seal has been removed. Faulty, damaged, incorrect or misdescribed goods remain covered by applicable law.
6. Who pays for the return
- Change of mind: you pay the cost of returning the goods to the New Jersey return facility.
- Wrong, faulty, damaged or misdescribed item: we cover the return cost in full, or provide a prepaid return method. Contact us before posting so we can arrange it.
No restocking fee applies to an eligible return.
7. Refunds
We refund eligible amounts to the original payment method. Because delivery is free on every order, the full price paid for the returned goods is refunded.
We will issue the refund without undue delay and, where UK cancellation rules apply, no later than 14 days after the goods reach the return facility or after you provide acceptable evidence that you sent them back, whichever is earlier. We may withhold the refund until we receive the goods or evidence of return where the law allows. Your bank or payment provider may need additional time to display the credit.
8. Damaged, faulty, incorrect or missing goods
Contact us as soon as reasonably possible and include your order number and helpful photographs. Reporting visible transit damage within 48 hours helps us investigate with the carrier, but failure to do so does not remove rights that cannot lawfully be waived.
9. Exchanges
Exchanges are subject to availability. The quickest option may be to return the original item and place a new order. If an exchange cannot be supplied, we will provide the refund or other remedy required by this policy and applicable law.
10. Order cancellation before dispatch
Contact us promptly if you wish to cancel before dispatch. We will cancel and refund the order if it has not entered dispatch. If it has already been dispatched, follow the return process above. This does not limit a statutory cancellation right.
11. Contact and operator
Online-store name: Maison Velle
Legal operator: Vouge Verde Mösch
Owner: Flynn Miró Mösch
Company identification number: CHE-418.910.820
Address: Bahnhofstrasse 12, 2502 Biel/Bienne, Switzerland
Email: info@maisonvelle.co.uk
Telephone: +41 78 799 22 84
