Maison Orvéa – United Kingdom and United States

Last updated: 29 July 2026

1. Order changes and cancellation before dispatch

Email contact@maison-orvea.fr immediately, using the subject line 'Change or cancel order' and include the order number. We will make reasonable efforts to help before fulfilment, but changes cannot be guaranteed once processing or dispatch has begun.

2. 30-day commercial return period

A change-of-mind return under Maison Orvéa's commercial policy must be requested within 30 calendar days after delivery. After receiving our instructions, send the item without unreasonable delay.

3. Condition of commercial returns

·   unused, unwashed and without wear, stains, odours or damage;

·   complete with accessories, instructions and components;

·   in original packaging where reasonably possible;

·   securely packed for transport;

·   accompanied by an order number or other proof of purchase.

Original packaging is not a condition of statutory remedies for faulty goods.

4. Starting a return by email

Send the request to contact@maison-orvea.fr with your name, order number, product, quantity and reason. We will send the authorised return address and instructions.

5. Exclusions from the commercial change-of-mind policy

·   goods made to the customer's specifications or clearly personalised;

·   gift cards and fully supplied digital services where legally non-refundable;

·   goods used, washed, damaged or made incomplete after delivery, unless the return concerns a defect or our error.

6. UK legal cancellation rights

UK consumers normally have 14 days from delivery to tell us they are cancelling a distance contract, followed by 14 days to send the goods back. We may withhold the refund until we receive the goods or evidence of return, whichever occurs first. The refund is made without undue delay and no later than 14 days after that point.

We refund the price and the least expensive standard outbound delivery charge. We may deduct diminished value caused by handling beyond what would be permitted in a physical shop. Direct return costs are paid by the customer if disclosed before purchase, unless the goods are faulty or we agree otherwise.

7. United States returns and delayed shipment

US customers receive the 30-day commercial change-of-mind policy described above. There is no general federal cooling-off right for ordinary online goods, but state law may provide additional rights. If an order cannot ship within the clearly promised time, or within 30 days where no time is stated, Maison Orvéa will seek consent to the delay or cancel and promptly refund the unshipped merchandise as required by federal law.

8. Inspection and refund amount

We inspect the returned goods. For commercial returns, a reasonable deduction may be made for missing parts, damage or use. No deduction is made for a defect that existed on delivery. Taxes collected by us are refunded when required; duties paid directly to customs or a carrier may need to be reclaimed from that authority.

9. Refund method and timing

Approved refunds are issued to the original payment method unless another method is expressly agreed. We normally initiate commercial-policy refunds within 14 days after receiving and inspecting the return. Banks and payment providers may take additional time to post the credit.

10. Shipping costs

Outside UK statutory cancellation, original shipping, express delivery, customs and clearance charges are generally not refunded for a change of mind. Maison Orvéa covers reasonable costs when goods are defective, damaged in transit, misdescribed or incorrectly supplied.

11. Faulty, damaged or misdescribed goods

Available remedies depend on the law and circumstances and may include repair, replacement, price reduction or refund. For UK consumers, goods must be satisfactory, fit for purpose and as described, and the short-term right to reject may apply within 30 days. For US customers, applicable state warranty and consumer-protection rights are preserved.

12. Late or missing refunds

1.       Check the account used for the original payment.

2.       Contact the card issuer, bank or payment provider about posting time.

3.       If the refund is still missing, contact contact@maison-orvea.fr with the order number.

13. Exchanges

Direct exchanges are not always available. A customer may return an eligible item and place a new order after refund. If the error is ours, we will organise an appropriate replacement or other remedy.