Refund policy

RETURN & REFUND POLICY
At Maison D'Aubelle, we are dedicated to providing a curated, high-end shopping experience centered around exceptional craftsmanship and conscious, sustainable production.
To maintain our commitment to reducing environmental waste, our contemporary luxury handbags and leather goods are individually handcrafted on-demand for each client at our strategic partner facility in London, United Kingdom. Because our pieces are custom-made to order, our return infrastructure operates differently than traditional mass-market retail stores.
Please read our policy carefully before completing your purchase.
1. Made-To-Order & Non-Returnable Items
Because every single Maison D'Aubelle piece is individually cut, printed, stitched, and finished specifically for you upon order placement, we are unable to accept returns or offer refunds for "change of mind", buyer's remorse, or style swaps.
Under international consumer protection laws—including Regulation 28(1)(b) of the Consumer Contracts Regulations—custom-made and on-demand personalized goods are strictly exempt from standard statutory cooling-off periods (including the European Union 14-day cooling-off window).
We highly encourage you to utilize our detailed product descriptions, minimalist silhouette images, and dimensions before finalizing your purchase.
 2. Faulty, Defective, or Damaged Items (Our Quality Guarantee)
While our London production line enforces rigorous multi-step quality control checks, minor human errors can occasionally happen. If your luxury piece arrives with a structural manufacturing defect or was damaged during transit, we will completely make it right at no cost to you.
Manufacturing defects include:
  • Structural stitching or seaming failures (loose threads, incorrect seaming).
  • Hardware malfunctions (broken zippers, clasps, or buckles).
  • Inherent fabric, material, or leather blemishes present at delivery.
Note: Minor variations in organic silhouettes, texturing, or slight color hue shifts due to individual digital device screen calibrations are normal characteristics of bespoke manufacturing and are not classified as defects.
📋 How to Report a Issue (Step-by-Step)
  1. Do not send your purchase back to the shipping address on the box. Unauthorized returns sent to our manufacturing facility cannot be tracked and will delay resolution.
  2. Contact our Care Team within 14 days of receiving your package at maison@maisondaubelle.com.
  3. Provide your Order Number along with clear photographic or video evidence showing:
    • A full-length photo of the item.
    • A sharp, close-up view of the specific defect or transit damage.
  4. Our team will review the claim with our London workshop within 12 business hours. Once verified, we will arrange for a free express replacement remake or a full refund to be issued immediately.
3. The 30-Minute Grace Window for Cancellations
Because our fulfillment system links directly with the London workshop queue to ensure rapid global delivery, manufacturing begins almost immediately.
  • You have a strict 30-minute grace window from the exact moment your order is confirmed to request a cancellation.
  • To cancel within this window, email maison@maisondaubelle.com immediately. If caught in time, a full refund will be processed to your original payment method.
  • Cancellations requested after the 30-minute window are subject to a mandatory 20% materials charge, as raw textiles, leather cuts, and printing resources will have already been dedicated to your custom bag.
 4. Refund Turnaround Timelines
Where a manufacturing defect or transit damage is approved for a financial refund:
  • The funds will automatically be sent back to your original payment method. We cannot route refunds to alternative accounts or credit cards.
  • The credit will be initiated on our side within 2 business days.
  • Please allow 5 to 10 business days for your banking institution or credit card provider to clear and post the funds back into your account balance.
5. Contact Us
For any questions regarding our craftsmanship, production standards, or to report an order issue, please connect directly with our brand care specialists:
  • Email Support: maison@maisondaubelle.com