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Refund policy

Article 4 – Shipping and delivery

Article 4.1 – Shipping fees

Shipping fees are indicated on the payment page before order validation. MAYANE COUTURE offers the following delivery methods:

  • Colissimo – home delivery – 1 to 3 days after dispatch

  • Colis Privé – home delivery – 1 to 3 days after dispatch

  • Chronopost – pickup point – 3 to 5 business days after dispatch

  • Mondial Relay – pickup point – 3 to 5 business days after dispatch

Article 4.2 – Delivery times

The Seller commits to dispatching products according to the delivery method chosen. Costs are clearly stated during checkout. Delivery times shown on the Site refer to business days, excluding weekends and public holidays, and correspond to average processing and transport times.

Exceeding these timeframes shall not entitle the Client to cancel an order, claim a price reduction, or request compensation.

For any claim related to loss or damage of the parcel, the Client has one month to contact the designated carrier directly.

In accordance with Article L.217-4 of the French Consumer Code, MAYANE COUTURE cannot be held responsible for lost, damaged, or stolen parcels. All claims must be made directly to the carrier.

Article 4.3 - International taxes and duties

Orders shipped to a country outside the European Union may be subject to customs duties, import taxes, or clearance fees determined by the destination country’s local authorities. These charges are not included in the order total and remain the sole responsibility of the Customer.

As customs regulations vary by country, the Customer is responsible for checking with the relevant local authorities prior to placing an order. MAYANE COUTURE shall not be held responsible for any customs duties, import taxes, or delays caused by customs clearance procedures.

In the event that customs duties or taxes are refused or left unpaid by the Customer, resulting in the parcel being returned to MAYANE COUTURE, the order may be treated as non-refundable. 
In such cases, all costs incurred (including initial shipping fees, return shipping fees, customs duties, clearance charges, or administrative fees) shall remain the responsibility of the Customer.

Any re-shipment of the parcel will be subject to prior full payment of all incurred costs. It is the Customer’s responsibility to ensure they are fully informed of and prepared to pay any customs charges related to their order.

Article 6 – Returns and refunds

6.1 Right of Withdrawal (Customers located within the European Union)

In accordance with the provisions of the French Consumer Code, any Customer acting as a consumer and located within the European Union benefits from a period of fourteen (14) days from the date of receipt of the Product(s) to exercise their right of withdrawal.

Within fourteen (14) days following the submission of the withdrawal request, the Customer must return the Product(s) to the following address:

MAYANE COUTURE – 1 rue de l’Hostellerie, 95130 Franconville, France

The parcel must be returned to the above address in its original packaging. The Customer is responsible for retaining proof of shipment provided by the carrier, the carrier’s stamp serving as proof of the return date. As return shipping is at the Customer’s expense, no refund may be issued in the event of loss of the parcel during return transit.

The refund of all sums paid (excluding initial delivery costs) shall be processed no later than fourteen (14) days from the date on which the Seller receives the returned Product. The risks and costs associated with the return remain exclusively borne by the Customer.

6.2 Returns from countries outside the European Union

For any order shipped to a country outside the European Union, returns are subject to the following contractual conditions. The Customer shall remain solely responsible for all costs related to the return, including but not limited to:

  • return shipping costs

  • customs duties

  • import VAT

  • customs clearance or administrative fees charged by the carrier or competent authorities

In the event that customs duties, taxes, or fees are charged to MAYANE COUTURE due to an inaccurate or incomplete declaration made by the Customer, such amounts shall be fully deducted from any refund due. No refund shall be issued prior to the effective receipt of the Product and settlement of all costs related to the return.

Refunds may be issued in the form of store credit at the sole discretion of MAYANE COUTURE.

6.3 Exclusion of the Right of Withdrawal

The right of withdrawal may only be exercised for Products returned complete, in perfect condition, unworn, clean, sealed, and in their original packaging. Products returned incomplete, washed, perfumed, cleaned, damaged, soiled, unsealed, broken, or otherwise altered for any reason whatsoever will neither be accepted, exchanged, nor refunded.

In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised in the following cases:

  • The supply of goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection;

  • Products sold by MAYANE COUTURE are handcrafted garments designed for special occasions and events. They are sealed with our hang tag for hygiene purposes. Once unsealed by the Customer, such garments may not be returned under the right of withdrawal;

  • Items sold as prototypes;

  • Items made to order or personalized products.