Refund policy

MAISON DE FLORES — RETURNS & EXCHANGES

General Policy

Maison de Flores scarves are produced in limited quantities and finished by hand in Portugal. Each piece is individually inspected and packaged with great care.
Because of this small-batch, artisanal production model, we do not accept returns or exchanges for change of mind.

We kindly ask that you review all product details and measurements before placing your order, and contact us at orders@maisondeflores.com if you need assistance.

Damages, Issues & Incorrect Items

We want every client to feel delighted with their purchase.

If your item arrives damaged, defective, or if you receive the wrong product, please email us within 7 calendar days of delivery at orders@maisondeflores.com, including:

  • Your order number

  • Clear photos of the issue

  • A brief description of the problem

Our team will review your request and provide a resolution, which may include a replacement or store credit (valid for 6 months).
Items sent back to us without prior approval will not be accepted.

Eligibility for Approved Returns

If a return is authorized by our customer service team:

  • The item must be unused, unworn, and in original condition

  • All original packaging must be included (tissue paper, label, box)

  • Return shipping costs are the customer’s responsibility

  • We strongly recommend a tracked and insured courier service

Maison de Flores is not responsible for parcels lost or damaged during return transit.

Approved returns must be shipped to:

Maison de Flores
Rua Canto da Maya 1, 8K
1070-272 Lisboa
Portugal

European Union – 14-Day Cooling-Off Period

If your order is shipped within the European Union, you are entitled by law to a 14-day cooling-off period, allowing you to cancel your order for any reason.

However, to qualify for a cancellation and refund under this regulation, the item must still be:

  • Unused

  • Unworn

  • In perfect condition

  • Returned with all original packaging

This cooling-off period does not override our non-return policy for change of mind once a product has been used, handled excessively, or removed from its packaging in a way that affects resale.

Refunds (For Approved Returns Only)

Once we receive and inspect the returned item, we will notify you of approval or rejection.
Approved refunds will be issued to your original payment method within 10 business days.

Please note:

  • Banks and credit card processors may require additional time to post the refund

  • If 15 business days have passed after approval, please contact orders@maisondeflores.com

Sample Sale & Archive Sale

Items from Sample Sales or Archive Sales are final sale and not eligible for return, exchange, or credit under any circumstance.

Refused Deliveries / Unclaimed Packages

If an order is refused, unclaimed, or returned due to:

  • Unpaid customs duties

  • Incorrect address

  • Failure to collect the parcel

Any additional shipping or customs fees charged to Maison de Flores will be deducted from any eligible store credit.

We’re Here to Assist

For any questions regarding your order or our policies, please contact:

📩 orders@maisondeflores.com