Return & Refund Policy

Last updated: September 21, 2026

Maison Rose is operated by STMSD LTD, a UK company with registration number 16220363. This policy applies to purchases made at trymaisonrose.com and to all destinations to which we sell and deliver.

1. Our 30-day return policy

You can request a return within 30 calendar days after receiving your item, including if you change your mind, order the wrong item, or select the wrong size or colour, subject to the conditions and exceptions below.

For items delivered separately, our voluntary return period starts when you receive each item. This does not shorten any statutory cancellation period that runs from receipt of the final item in an order.

To start a return, email info@trymaisonrose.com before the return period ends. The date you send your request determines whether it is within the return window. A delay in our response will not invalidate a request made on time.

Regular-price, sale, and discounted products follow the same return rules, subject to the specific exceptions in Section 6. Refunds reflect the amount actually paid.

Our voluntary 30-day policy is additional to your legal rights. It does not impose a 30-day limit on claims concerning faulty, damaged, incorrect, or misdescribed goods. Applicable UK and EU cancellation rights are explained in Section 9.

2. Condition of returned items

For a change-of-mind return under our voluntary policy, the item must be unused, unworn, unwashed, unaltered, and undamaged, with its original tags, accessories, and manuals where supplied. Please include the original product packaging where reasonably available and package the return securely.

You may open the packaging and inspect an item as you reasonably would in a shop, including trying it on to check the fit where appropriate. Using an item beyond what is reasonably necessary to inspect its nature, characteristics, and functioning may affect eligibility under our voluntary policy.

For a statutory cancellation, handling beyond a reasonable inspection may result in a deduction reflecting the actual reduction in value, but only where permitted by law. It will not automatically remove your right to cancel.

These conditions do not prevent you from reporting a fault or exercising your rights concerning defective or misdescribed goods. Original packaging is not required for a valid fault claim.

3. How to return an item

1. Contact us: Email info@trymaisonrose.com with your order number or other proof of purchase and the item or items you wish to return. A reason is optional for a change-of-mind return. For a product problem, describe the issue so we can help.
2. Receive return instructions: Our support team will provide the appropriate return destination and instructions. For damaged or incorrect items, photographs of the product, packaging, and shipping label can help us assess the issue. If you cannot provide photographs, contact us so we can discuss another way to assess it.
3. Send the return: Pack the item securely, include your order reference, and return it by post or courier. For our voluntary 30-day policy, dispatch the return within 14 calendar days after we provide the return instructions. Statutory cancellation deadlines are explained in Section 9.
4. Keep your proof of postage: Retain your postage receipt and any tracking details until your return is resolved. A tracked service is recommended.

Return destination: Please contact us before posting so we can identify your return and confirm the correct address. Do not automatically use the sender address on your parcel or the business correspondence address in Section 11; use the return destination provided by our support team.

If you wish to check the return destination and likely postage costs before purchasing, email us. The cost of a customer-paid return depends on the parcel, carrier, and confirmed destination.

Our administrative return process does not make statutory cancellation dependent on our approval. A clear cancellation notice sent within the applicable period is sufficient. If our response or instructions are delayed, we will not use that delay to deprive you of your rights.

4. Return shipping costs and fees

Reason for return	Who pays return postage?
Change of mind, wrong item ordered by the customer, wrong size or colour selected, or an item no longer wanted	The customer pays the carrier's return charge and arranges postage. The charge depends on the parcel, service, and return destination.
Item arrives faulty, damaged, incorrect, or materially different from its description	Maison Rose covers the necessary return shipping cost. Contact us so we can provide a prepaid label or arrange reimbursement of reasonable postage.

We do not charge a restocking fee or a return administration fee.

For a change-of-mind return under our voluntary policy, the original delivery charge is not normally refunded, except where your statutory rights require it.

For a full-order UK or EU statutory cancellation, we refund the standard delivery charge paid. Any extra amount paid for an upgraded delivery service above the least expensive standard delivery option offered is not refundable under those cancellation rules.

When an entire order is refunded because it was delivered faulty, damaged, incorrect, or materially misdescribed, or is confirmed lost, we also refund the original delivery charge paid. For a partial return, delivery charges are refunded where required by law.

If the original order qualified for free shipping, there is no original delivery charge to refund. We do not retrospectively deduct an outbound shipping fee solely because a return reduces the retained order value below the free-shipping threshold.

5. Damaged, faulty, incorrect, or undelivered orders

Product problems

Please contact info@trymaisonrose.com as soon as you discover a problem. Include your order reference and a description of the issue.

Prompt reporting helps us investigate. You do not lose your statutory rights because a fault is reported more than 7 days after delivery, or because the voluntary 30-day return period has ended.

Depending on the circumstances and your applicable rights, we will arrange an appropriate remedy, which may include a repair, replacement, price reduction, or refund. Where you are legally entitled to a refund, we will not require you to accept a replacement or store credit instead. Necessary return costs for a fault or an error by us are covered by Maison Rose.

Delayed, missing, or undelivered parcels

If your order has not arrived, contact us with your order number so we can investigate with the carrier. If tracking has not updated for more than 10 business days after dispatch, please contact us as described in our Shipping Policy. You may also contact us sooner if the agreed delivery date has passed or tracking indicates a problem.

A tracking delay alone does not establish that a parcel is lost. If an order is confirmed lost, we will arrange a replacement or refund, as appropriate and in accordance with your rights. We will not require a carrier investigation to be completed before honouring any refund or cancellation right that has already arisen under applicable law.

If tracking says delivered but you have not received the parcel, please check the delivery location and contact us so we can request delivery evidence and investigate. A delivered tracking status does not prevent you from reporting non-receipt.

The return window for received goods does not prevent you from seeking help with non-delivery. Purchasing optional shipping protection is not a condition of receiving assistance or exercising your legal rights.

6. Exceptions to change-of-mind returns

Where applicable and clearly disclosed before purchase, change-of-mind returns are excluded for:

• Products made to your individual specifications or clearly personalised.
• Sealed products that are unsuitable for return for genuine health or hygiene reasons, once that protective seal has been broken after delivery.

Gift cards are excluded from our voluntary 30-day return policy, except where a refund or cancellation is required by applicable law. This exclusion does not remove any statutory right to cancel an eligible gift-card purchase.

A product is not automatically excluded merely because it is a household product, clothing, underwear, jewellery, or a beauty item. Any applicable product-specific exclusion must be explained before purchase. A label stating that an item is non-returnable does not remove mandatory consumer rights.

These exceptions do not remove your rights if an item is faulty, damaged, incorrect, or not as described.

7. Refund amounts, method, and timing

We will check your return and notify you by email of the outcome. For an eligible return, we will issue the refund to the original payment method within 10 business days after receiving the returned item, or sooner where a statutory deadline applies. Our inspection and approval process is included within this processing period.

Business days are Monday to Friday, excluding UK public holidays. The specific statutory refund rules in Section 9 take precedence over our general processing period.

The refund includes the amount actually paid for the returned item and applicable taxes collected by us. Any item or order discount is allocated to the returned item so that the refund reflects its discounted purchase price. Delivery refunds follow Section 4.

If we propose a deduction or decline a return, we will explain the reason with reference to this policy and your applicable rights. We will not substitute store credit for a monetary refund you are entitled to receive without your agreement.

Your bank or payment provider may need additional time to display the credit after we issue it. If you have not received our refund confirmation within the applicable processing period, contact us. If the refund has been issued but is not showing, contact your payment provider or ask us for the refund reference.

Import duties, import taxes, or carrier charges paid directly to a customs authority or carrier are not payments received by Maison Rose. Contact the relevant authority or carrier about any reimbursement process. This does not affect any liability we have under applicable law.

8. Exchanges and cancellations before dispatch

Exchanges

We accept exchanges for eligible items under the return conditions in this policy, subject to product availability. Contact info@trymaisonrose.com within the applicable return window to request a different size, colour, or item.

For a change-of-mind exchange, the customer pays return postage. We will confirm availability, any price difference, and any delivery charge for the replacement before you agree to the exchange. If the requested item is unavailable, you may return the original item for an eligible refund or choose another available item by agreement.

Replacements for faulty, damaged, or incorrect goods are handled under Section 5, at no additional necessary postage cost to you.

Cancellations before dispatch

If you want to cancel an order, email us as soon as possible. We will try to stop processing and dispatch, but we cannot guarantee that fulfilment can be stopped once it is underway.

If we successfully cancel an entire order before dispatch, we will refund the payment, including its delivery charge, to the original payment method within 10 business days of confirming cancellation, or sooner where required by law.

If the parcel has already been dispatched, we will explain the return process. Processing or dispatch does not remove any applicable statutory cancellation rights. Where those rights apply, you may notify us before delivery and do not need to wait until the parcel arrives to give notice.

9. UK and EU cancellation rights

Where applicable UK or EU consumer law gives you a right to withdraw from an online purchase, you can notify us of cancellation without giving a reason within 14 calendar days after the day you, or a person you nominate other than the carrier, receive the goods, subject to the legal exceptions.

For goods from one order delivered separately, this period generally runs from receipt of the final item. If an item is delivered in several lots or pieces, it generally runs from receipt of the final lot or piece.

Send a clear cancellation statement to info@trymaisonrose.com or the business correspondence address in Section 11. You must then dispatch the goods back within 14 calendar days after notifying us of cancellation. Please contact us promptly for the appropriate return destination.

We will reimburse you without undue delay and within 14 calendar days after receiving your cancellation notice. Unless we have offered to collect the goods, we may withhold reimbursement until we receive them or you provide evidence that they have been sent back, whichever occurs first, where permitted by law. We will not add our general 10-business-day processing period to extend a statutory deadline.

The refund includes the price paid for the cancelled goods and, for a full-order cancellation, the standard delivery charge described in Section 4. We use the original payment method unless you expressly agree otherwise, without charging a refund fee.

You pay the direct cost of returning goods for a change-of-mind cancellation, as disclosed in Section 4, except where we have agreed to pay or the law requires otherwise. We cover the necessary return costs for faulty, damaged, incorrect, or materially misdescribed goods.

You may inspect goods as you reasonably would in a shop. Any permitted deduction for excessive handling will reflect the actual reduction in value rather than a fixed restocking fee.

You may use the following cancellation form, but doing so is optional:

To: Maison Rose / STMSD LTD
Email: info@trymaisonrose.com
Business correspondence address: 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Goods / order reference:

Ordered on / received on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s), only if this form is sent on paper:

Date:

Delete as appropriate.

10. Your consumer rights

Nothing in this policy excludes or limits mandatory consumer rights in your country. If applicable law provides a longer period, an additional remedy, or a more favourable entitlement, that law takes precedence.

Our voluntary return conditions and deadlines do not replace statutory rights concerning cancellation, faulty goods, goods not as described, or non-delivery.

11. Contact us

Maison Rose (operated by STMSD LTD)
Company registration number: 16220363
Business correspondence address: 71–75 Shelton Street, London, WC2H 9JQ, United Kingdom
Email: info@trymaisonrose.com
Phone: +44 20 37696285
Customer support hours: Monday–Friday, 9:00 AM–5:00 PM GMT (UTC+0)
Website: trymaisonrose.com

For returned products, please use the return destination confirmed by our support team as described in Section 3.