At Maison De Rêve, we want you to feel confident about your purchase. If your order isn’t quite right, you can request a return for a refund or exchange your item for a different size, subject to the conditions below.
Need help? Email team@maisondereve.online. We aim to respond within 24 hours.
The full conditions and your statutory rights are explained below.
You can request a return within 14 calendar days of receiving your order, without needing to provide a reason.
To notify us of your return, email team@maisondereve.online or use our online withdrawal form.
After notifying us, please send the item back within a further 14 calendar days. You do not need to wait for our approval to exercise your statutory right of withdrawal.
If items from a single order are delivered separately, any applicable statutory withdrawal period starts when you receive the last item.
You may try on your item to check its size and fit, just as you would in a store.
Please return items:
Please take care when trying on garments to avoid transferring makeup, perfume or deodorant.
If an item has been handled beyond what is necessary to assess its nature, characteristics and fit, you may be responsible for any resulting loss in value, where permitted by law. We will explain any proposed deduction.
Missing original packaging or removed tags do not, by themselves, automatically remove your statutory right to return an item.
Email team@maisondereve.online with:
You may include a reason for your return, but this is optional. Photos are only requested when reporting a damaged, defective or incorrect item.
We will provide the return address and packing instructions. Please contact us before shipping so we can direct your parcel to the correct location. This helps us process your return efficiently and does not make your statutory withdrawal right subject to prior approval.
Please include your order number inside the parcel.
For change-of-mind returns and size exchanges, customers are responsible for return shipping costs.
We recommend using a tracked shipping service and keeping your proof of postage until your return has been resolved. Please pack your items securely to help prevent damage during transit.
If we sent an incorrect item, or your item is defective or arrived damaged, we will cover the necessary return shipping costs. Contact us first so we can arrange an appropriate return method.
Once we have received and inspected your return, we will confirm the outcome by email.
For approved returns, we will issue your refund to the original payment method within 1–2 calendar days of approval. Your bank or payment provider may need additional time to make the funds available.
The refund will reflect the amount actually paid for the returned item, including any discounts applied to that item.
Where you exercise a statutory right of withdrawal, we will refund you without undue delay and within the applicable legal deadline. For EU withdrawals, this is generally within 14 calendar days of receiving your withdrawal notification.
We may withhold reimbursement until we receive the returned goods or evidence that you have sent them back, whichever occurs first. Our inspection process does not extend these statutory deadlines.
If you withdraw from your entire order under an applicable statutory withdrawal right, we will also refund the cost of our least expensive standard delivery option.
Any additional amount paid for express or upgraded delivery is not refundable under that right.
For partial returns, original delivery charges are refunded where required by applicable law. If your order originally qualified for free shipping, there is no original delivery charge to reimburse.
You can request an exchange for a different size of the same item within 14 calendar days of delivery, subject to availability.
The return conditions above apply, and customers are responsible for the cost of sending the original item back.
Once we have received and approved your return, we will arrange the size exchange and confirm the next steps by email.
If the requested size is unavailable, we will let you know and offer a refund for the returned item instead.
Exchanges are limited to size changes of the same item. If you would prefer a different product, please return the original item for a refund and place a separate order.
Please check your order when it arrives. If an item is damaged, defective or different from what you ordered, email team@maisondereve.online as soon as possible, ideally within 14 days of delivery.
Include:
We will review the issue and arrange an appropriate remedy, such as a replacement or refund, in accordance with your applicable consumer rights. Where a return is required, we will cover the necessary return shipping costs.
The request to report issues promptly helps us resolve them efficiently. It does not limit your statutory rights or mean that defects reported after 14 days are automatically excluded.
If you need to change or cancel an order, contact team@maisondereve.online as soon as possible with your order number.
We can change or cancel orders that have not yet entered processing. Once processing has started, we may be unable to stop or modify the shipment.
This operational limitation does not affect your statutory right of withdrawal or your ability to request a return after delivery.
This policy applies alongside any mandatory consumer rights available to you in your country.
Nothing in this policy excludes or restricts your statutory rights concerning withdrawal, faulty goods, incorrect items or products that do not match their description.
Where mandatory consumer law provides greater protection than this policy, that protection takes precedence.
For returns, refunds, exchanges or order enquiries:
Maison De Rêve — Van Reeth Group
Email:
team@maisondereve.online
Business address
Vijverstraat 10
9220 Hamme
Belgium
VAT number: BE1022870344
Please contact us to confirm the correct return destination before sending your parcel. The business address above should not be assumed to be the return address.
We aim to respond to all enquiries within 24 hours.