Refund Policy

Last updated: 3 November 2026

This policy explains how returns, exchanges and refunds work at Maison Soffia. We want you to be happy with your order. If something is not right, you can return it under the terms below. This policy is written for UK customers and applies to all orders; it does not affect your statutory rights.

14-Day Return and Exchange Policy

You can request a return or exchange of any eligible item within 14 days of delivery, for any reason. Items should be unworn, unwashed and unused, in their original condition with tags and packaging, and accompanied by proof of purchase (your order number or confirmation email). You may try items on to check the fit; please handle them with care.

How to Start a Return

Email contact@maisonsoffia.com within 14 days of delivery with your order number, the item(s) you want to return or exchange and, if relevant, the reason and photos (especially for damaged, faulty or incorrect items). Please do not send anything back before contacting us. We will review your request and send you return instructions and the correct return address. After you notify us, you have a further 14 days to send the goods back.

Return Shipping

For change-of-mind returns, the customer pays the cost of sending the item back. We recommend a tracked service and keeping proof of postage, because you remain responsible for the goods until they reach us. If an item is faulty, damaged or not what you ordered, we cover the reasonable cost of returning it (see below).

Restocking Fee

We do not charge a restocking fee on eligible returns.

Refunds

When your return arrives we check it and let you know the outcome by email. Approved refunds are paid to the original payment method. We issue refunds within 14 days of receiving the goods back (or of receiving proof that you have sent them), and normally sooner. Your bank or card provider may need a few extra days to show the money.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or not as described, please email contact@maisonsoffia.com within 7 days of arrival with your order number and clear photos, so that we can resolve it as quickly as possible. We will arrange a replacement, a repair or a refund at no cost to you, including the reasonable cost of return. This 7-day request period is only to help us respond fast; it does not remove your legal rights, which continue as described below.

30-Day Guarantee for Faulty Goods

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you can reject it and receive a full refund within 30 days of delivery. After 30 days (and within six months of delivery) you are entitled to a repair or replacement and, if that is not possible, to a price reduction or refund, as set out in the Act.

Exchanges

If you would like a different size or colour, email contact@maisonsoffia.com and we will arrange the exchange where stock is available. Sometimes returning the item for a refund and placing a new order is faster; we will advise you. We send the replacement free of charge.

Multi-Buy Discounts and Promotional Items

Items bought with a discount can be returned under this policy. Our multi-buy offers are 10% off when you buy 2 items and 15% off when you buy 3 or more. Refunds reflect the amount you actually paid for the returned items. If you return part of an order and the items you keep no longer qualify for the discount, the discount is recalculated and the difference is deducted from the refund.

Non-Returnable Items

For hygiene reasons we cannot accept returns of underwear and swimwear once the hygiene seal has been broken, or of personalised or made-to-measure items. We may refuse or partly refund items that have been worn, washed, altered or damaged after delivery, as the law allows. These exceptions do not affect your rights for faulty, damaged or incorrectly described items.

Order Cancellations

To cancel an order before it ships, email contact@maisonsoffia.com as soon as possible. If the order has not been dispatched we will cancel it and refund you in full. Once an order has been dispatched you can still return it under this policy.

UK Statutory Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel an online order within 14 days after you receive the goods and then have a further 14 days to return them. Our 14-day return policy is consistent with these rights and does not limit them.

Delivery Charges and Import Taxes

Standard delivery is free, so there is no outbound delivery charge to deduct from a refund. For UK orders, VAT and any import duties are paid by us and are never charged to you, and nothing is deducted from your refund for them.

Proof of Purchase

We may ask for your order number, confirmation email or other reasonable proof of purchase before processing a return.

Return Address

Please do not send returns to our business address unless we ask you to. We will give you the correct return address or method after we approve your request, because returns may be handled by a fulfilment partner.

Contact Us

Maison Soffia, 65 Peter St, Manchester M2 5PB, United Kingdom. Email: contact@maisonsoffia.com. We reply within 2 working days.