Refund policy
30 days to change your mind
If the bag is not what you hoped for, you have 30 days from delivery to send it back for a full refund. It needs to come back unused and with its tags still on — carried, washed or marked bags cannot be refunded, because we cannot sell them on to anyone else.
How to start it: email help@maisonaveya.com with your order number, which is in your confirmation email. We reply with the return address and what to write on the parcel. Please do not send anything back before you have that address — parcels sent to the wrong place cannot be traced or refunded.
What happens next
- We confirm your request by email, usually within 24 hours on a working day.
- Once the bag arrives with us and passes a quick check, we issue the refund to your original payment method.
- Depending on your bank, the money appears within 5–10 working days.
We refund the full price you paid for the bag. Where shipping was charged separately on a single-item order, that shipping fee is not refunded.
Who pays the return postage
On a change of mind, the return postage is yours. Use a tracked service — until the parcel reaches us it is still your parcel, and without tracking there is no way to prove it was sent.
If the bag arrived damaged, faulty or simply is not what you ordered, we cover everything. You never pay twice for our mistake.
Damaged or wrong on arrival
Email a photo to help@maisonaveya.com within 14 days of delivery. In most cases we send a replacement straight away and you keep the original — there is nothing to pack up and post. This is the fastest thing we do.
Exchanges
Want a different design instead of your money back? Say which one when you write to us. We send the replacement as soon as the first bag is on its way back, so you are not waiting on two journeys one after the other.
Bundles and free gifts
If you bought a bundle and want to refund it, the whole bundle comes back and is refunded at the price you paid. Free gifts included with a bundle are yours to keep.
After 30 days
The change-of-mind window closes 30 days after your parcel is delivered. If something is genuinely wrong with the bag after that — a seam gives way, a strap tears in normal use — email us anyway. Statutory rights in your country apply regardless of our policy, and we would rather fix it than argue about dates.
Cancelling before dispatch
Changed your mind within a few hours of ordering? Email help@maisonaveya.com and we cancel and refund in full if the order has not been dispatched yet.
EU and UK withdrawal rights
If you are in the EU or the UK, you have a statutory right to withdraw from an online purchase within 14 days of delivery. Our 30-day window is longer and does not replace it — you can rely on whichever suits you better.
Want to return something?
One email with your order number is all it takes to start.