Return and refund policy
Last updated: September 12, 2026
At Maison Valle, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may be eligible to return your item under the policy below.
1. Return Window
You may request a return within 30 days of delivery.
The return period begins on the date your order is shown as delivered by the carrier's tracking information.
To be eligible for a return, the item must be:
- Unused and unworn
- Unwashed
- In its original condition
- With original tags attached, where applicable
- Returned in its original packaging where reasonably possible
We may decline a return if the item has been worn, washed, altered, damaged, or shows signs of use, including perfume, deodorant, makeup, stains, or other marks.
2. Items That May Not Be Eligible for Return
For hygiene and safety reasons, certain products may not be eligible for return once opened or used, including:
- Face masks and other hygiene-sensitive products
- Undergarments or intimate-use products, where applicable
- Shapewear or body-contact products that have been worn
- Personalized or customized items
- Items marked as final sale or non-returnable at the time of purchase
If you are unsure whether an item can be returned, please contact us before sending it back.
3. How to Request a Return
Before sending anything back, please contact us at:
Email: support@maisonvalle.store
Phone: +61 479 091 458
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos, if the item is damaged, defective, or incorrect
We will review your request and, if approved, provide you with return instructions.
Please do not send a return to an address other than the one provided by Maison Valle.
4. Return Shipping Costs
For returns due to change of mind, size, color, preference, or simply deciding that the item is not suitable, the customer is responsible for the return shipping cost.
Maison Valle does not charge a restocking fee.
If the item is defective, damaged during delivery, materially different from the product ordered, or the wrong item was sent, Maison Valle will cover the reasonable return shipping cost.
5. Damaged, Defective, or Incorrect Items
If your order arrives:
- Damaged
- Defective
- Missing an item
- With the wrong item
- Materially different from what you ordered
please contact us within 30 days of delivery.
Please provide photographs of the product and packaging where possible so we can investigate the issue.
Depending on the circumstances, we may offer:
- A replacement, or
- A full refund, including the original shipping charge where applicable.
6. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase.
Please allow 5–10 business days after approval for us to process the refund.
Your bank or payment provider may require additional time to make the funds available in your account.
7. Original Shipping Charges
For a standard change-of-mind return, the original shipping charge is generally non-refundable.
If the return is caused by a defective, damaged, incorrect, or materially different item, Maison Valle may refund the original shipping charge where applicable.
8. Refunds That Have Not Arrived
If your refund has been approved and you have not received it after 15 business days, please contact:
We will help you investigate the status of the refund.
9. Late Return Requests
Return requests made after the 30-day return period may not be accepted unless required by applicable law.
Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under the laws of your country or region.