Refund policy

Ecco la Refund, Return and Cancellation Policy completa in US English, adattata a Maison Sorel.

Return, Refund, and Cancellation Policy

At Maison Sorel, we are committed to providing a clear and transparent shopping experience. Please read this policy carefully before placing an order.

By purchasing from our website, you acknowledge and agree to the terms outlined below.

Return Period

Eligible items may be returned within 30 days from the date of delivery, subject to the conditions stated in this policy.

Return requests submitted after the 30-day return period may not be accepted.

Return Eligibility

An item is eligible for return only if:

It has not been used, worn, washed, altered, or damaged;
It is in its original condition;
All original tags, labels, accessories, and packaging are intact;
The return request is submitted within the applicable 30-day return period;
The return has been authorized in advance by our customer service team.

Customers may try on clothing solely to verify the fit, in the same manner they would in a physical retail store.

If an item shows signs of wear, use, washing, odor, stains, damage, alteration, or improper handling, the return may be rejected or the refund amount may be reduced to reflect the loss in value.

Non-Returnable Items

Returns cannot be accepted for:

Items with a broken or removed hygiene seal;
Personalized, customized, or made-to-order products;
Items damaged due to misuse, negligence, improper care, or normal wear and tear;
Underwear, intimate apparel, shapewear, bodysuits, or bras where the hygiene seal has been removed;
Items marked as final sale or non-returnable at the time of purchase;
Gift cards or store credit;
Items returned without prior authorization.

These exclusions do not affect any mandatory consumer rights that may apply under the laws of your country or state of residence.

Return Shipping

All approved returns must be shipped to our central warehouse in Asia unless our customer service team provides different written instructions.

The customer is responsible for:

All return shipping costs;
Selecting a reliable shipping carrier;
Using a shipping method that supports international delivery and customs clearance;
Paying any applicable customs duties, taxes, brokerage fees, or handling charges;
Completing all customs declarations and shipping documents accurately;
Ensuring that the return package is properly packed and protected;
Retaining proof of shipment and the tracking number.

Maison Sorel is not responsible for return packages that are delayed, rejected, held by customs, delivered to an incorrect address, damaged in transit, or lost because of improper shipping methods, incomplete customs documentation, or carrier-related issues.

We strongly recommend using a trackable and insured shipping service.

Return Handling Fee

A 15% inventory handling fee applies to all approved returns.

This fee covers:

Return inspection;
Administrative processing;
Inventory handling;
Quality control;
Repackaging and restocking, where applicable.

The same 15% handling fee may also apply to:

Unopened packages;
Packages refused at the time of delivery;
Packages that were not collected;
Packages automatically returned to the sender;
Orders returned because of an incorrect or incomplete address;
Returns that require additional inspection or processing.

The handling fee may be waived when the item received is confirmed by Maison Sorel to be defective, damaged upon arrival, or materially different from the item ordered.

Each case is reviewed individually.

Return Address

Returns must be sent exclusively to the return address provided by our customer service team after the return request has been approved.

Do not send returns to the business address listed on our website.

Returns sent without authorization or to any address other than the approved return address may be rejected, delayed, lost, or returned to the customer and may not qualify for a refund.

How to Start a Return

To request a return, contact us at:

info@shopmaisonsorel.com

Please include:

Your order number;
Your full name;
Your shipping address;
The item or items you wish to return;
The reason for the return;
Clear photographs of the item;
Clear photographs of the packaging and shipping label if the item is damaged, defective, or incorrect.

Our customer service team will normally provide return instructions within 24 business hours, Monday through Friday.

Submitting a return request does not automatically guarantee approval.

Please do not ship any product until you have received written return authorization and the correct return address from our customer service team.

Order Cancellations

Orders may be canceled within 30 minutes of purchase.

To request a cancellation, contact us immediately at:

info@shopmaisonsorel.com

After the 30-minute cancellation period, or once processing, fulfillment, packaging, or shipment has begun, the order can no longer be canceled.

Submitting a cancellation request within 30 minutes does not guarantee that the cancellation can be completed if the order has already entered the fulfillment process.

Once an order has been shipped or delivered, the customer may request a return in accordance with this policy.

Order Changes

Requests to change an order, including changes to the product, size, color, quantity, or delivery address, must be submitted as soon as possible after purchase.

We cannot guarantee that an order can be modified once it has entered processing or fulfillment.

Maison Sorel is not responsible for delivery issues caused by inaccurate information submitted by the customer during checkout.

Refund Process

Once an approved return has been received and inspected:

We will notify you of the outcome of the inspection;
Approved refunds will be issued to the original payment method;
Any applicable handling fee, shipping cost, customs charge, or other deductible amount will be subtracted from the refund;
The refund will be based on the amount actually paid for the eligible returned item.

Please allow 5–10 business days for the refund to be processed by your bank, credit card issuer, or payment provider after it has been issued by us.

Processing times may vary depending on the financial institution, and Maison Sorel has no control over delays caused by banks or payment providers.

Non-Refundable Costs

Unless required by applicable law, the following costs are non-refundable:

Original shipping charges;
Return shipping costs;
Customs duties;
Import taxes;
Brokerage fees;
Carrier handling fees;
Optional insured shipping selected during checkout;
Expedited shipping upgrades;
Gift wrapping or other optional services;
The applicable 15% handling fee.

If free shipping was provided with the original order, the actual outbound shipping cost incurred by Maison Sorel may be deducted from the refund where permitted by law.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or materially different from what you ordered, contact us as soon as possible after delivery.

Please provide:

Your order number;
A description of the issue;
Clear photographs or video of the product;
Clear photographs of the packaging;
A photograph of the shipping label.

Claims may be rejected if the customer cannot provide sufficient evidence or if the item has been used, washed, altered, repaired, discarded, or damaged after delivery.

If the claim is approved, we may offer an appropriate resolution, including:

A replacement;
A partial refund;
A full refund;
Store credit;
Another reasonable solution.

The appropriate resolution will depend on the nature of the issue and applicable consumer protection laws.

Size and Fit Issues

Customers are responsible for reviewing the product description, measurements, and size guide before placing an order.

Differences in sizing between countries, brands, or product styles do not automatically make an item defective.

Items returned because of size, fit, preference, or change of mind are subject to the standard return conditions, return shipping costs, and the 15% handling fee.

Promotional Discounts and Partial Returns

If your order included a promotional discount, bundle offer, “Buy More, Save More” promotion, Stack & Save discount, gift-with-purchase promotion, or similar offer, the refund may be recalculated when only part of the order is returned.

Discounts are recalculated based on the items you keep, not the items originally purchased.

For example, if returning an item means that the remaining order no longer meets the conditions of the original promotion, the promotional discount may be reduced or removed.

The value of any free product, promotional gift, or discount retained by the customer may also be deducted from the refund.

Refunds are always calculated based on the final eligible order value after returns, discounts, deductions, and applicable fees.

Bundle and Multi-Buy Offers

Products purchased as part of a bundle, multi-buy promotion, or set may need to be returned together to qualify for a full refund.

If only part of a bundle is returned, the items retained by the customer may be recalculated at their regular individual price.

The difference may be deducted from the refund.

Store Credit

In certain cases, store credit may be offered at our discretion.

Store credit:

Cannot be exchanged for cash;
Is not refundable;
May be issued only once per order or claim;
May be subject to an expiration date where permitted by law;
May not be transferred to another person;
May not be combined with certain promotional offers.

Accepting store credit as a final resolution may close the related return, refund, or delivery claim.

Refused or Unclaimed Packages

If a customer refuses delivery, fails to collect a package, or does not respond to the carrier’s delivery instructions, the package may be returned to the sender.

A refused or unclaimed package is not automatically eligible for a full refund.

Any approved refund may be reduced by:

The 15% handling fee;
Original shipping expenses;
Return shipping expenses;
Customs duties;
Import taxes;
Carrier charges;
Processing or handling fees.

A refund can be reviewed only after the package has been returned to and inspected by our warehouse.

Incorrect or Incomplete Address

Customers are responsible for entering a complete and accurate delivery address during checkout.

If an order is returned because of an incorrect, incomplete, inaccessible, or undeliverable address, we may:

Arrange reshipment after the package has returned to our warehouse and the correct address has been confirmed;
Require payment of additional shipping, carrier, customs, or handling costs;
Offer store credit as a goodwill solution;
Process a partial refund after deducting applicable expenses and fees.

If the returned products are damaged, used, incomplete, or no longer in their original condition, an additional reduction may be applied.

Packages Marked as Delivered

If the carrier marks a package as delivered, the order will generally be considered delivered.

Customers should first:

Verify the delivery address;
Check around the property;
Check mailboxes and parcel lockers;
Ask household members or neighbors;
Contact reception, concierge, security, or building management;
Contact the local delivery carrier.

Maison Sorel may assist with a carrier investigation, but we cannot guarantee a refund or replacement when the carrier confirms delivery to the address provided by the customer.

Chargebacks and Payment Disputes

Customers are encouraged to contact us before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Opening a chargeback does not replace the return procedure.

We reserve the right to provide the payment provider with relevant order information, tracking records, delivery confirmation, communications, policy acceptance records, and other supporting documentation.

Refunds will not be processed separately while an active chargeback or payment dispute concerning the same transaction is under review.

Refund Abuse and Fraudulent Claims

Maison Sorel reserves the right to reject returns, refunds, replacements, or future orders where there is reasonable evidence of:

Return fraud;
Repeated abusive return behavior;
False damage claims;
Item substitution;
Wardrobing or use before return;
Unauthorized payment activity;
Manipulated photographs or documentation;
Abuse of promotional offers;
Violation of this policy.

This provision does not limit any mandatory rights available under applicable law.

Policy Updates

Maison Sorel reserves the right to update, modify, or replace this policy at any time.

Changes become effective when published on our website and apply to orders placed after the updated policy takes effect, unless applicable law requires otherwise.