RETURNS & EXCHANGES

How To Return:

You have 14 days from the date your order is delivered to return your items to us. The returned items must arrive at our returns address within this 14-day window. Returns received outside of this timeframe may not be accepted.

To request a return or exchange, please email your name, order number and reason for return to sales@maevaavenue.com

A 5% restocking fee applies to all refunds & original shipping fees are non-refundable.

Returns can take up to 5 working days to process once received. Once your return is processed and approved, we'll refund you via your original payment method, usually within 7 days of receipt. 

Return Conditions:

• Items must be unworn, in original condition, with all tags attached.
• Items must be returned in the original Maeva Avenue dust bag or frosted bag to prevent damage, if the item is returned without this there will be an additional deception of £2.00 from your return.
• Returns that are damaged, marked, or not in original condition will not be accepted.
  

Additional Information:

• Customers are responsible for return shipping costs
  
• Sale items are final and cannot be returned or exchanged
• Returns that do not meet our guidelines may be refused
• If a return is refused or sent after 14 days, the customer must pay for shipping to have it sent back
• Items purchased as part of the 2 for £100 promotion are subject to adjusted returns. If the qualifying items are no longer kept together, the promotion no longer applies. Any refund issued for a partial return will be calculated based on the full price of the item kept.
• We do not refund shipping costs on your returned order.

Lost Returns:

We recommend sending your parcel back to us via a tracked service, we are not responsible if your parcel goes missing on route back to us. 

Returned To Sender Parcels:

If an order is returned to us as 'Return to Sender' by the courier (for example, due to an incorrect address, failed delivery attempts or refusal of delivery), it will be automatically refunded once received back at our address, unless the item is personalised.

Please note:

• We are unable to resend Return to Sender orders unless extra postage is paid.
• Any applicable returns or restocking fees will still apply.
• Refunds will be processed to the original payment method once the parcel has been received and checked.

International returns:

If returning an item from outside the United Kingdom, please clearly mark the parcel as “Returned Goods” and include your order number where possible to help avoid customs charges.

Any import duties, VAT, customs fees, or courier handling charges are the responsibility of the customer. If these fees are charged to us, they will be deducted from your refund. If the charges exceed the refund amount, we may refuse the return or request payment before accepting it.

We recommend using a tracked shipping service, as we are not responsible for items lost, delayed, or damaged in transit. Refunds will only be processed once the return has been received.

Strap & Hardware Policy On Extra Maxi Bags:

Our extra maxi bags are designed for everyday use when cared for correctly. If you experience a manufacturing fault with the strap or hardware within 30 days of purchase, please contact us and we will arrange a replacement strap where appropriate. Damage caused by overloading, excessive weight, or general wear and tear is not considered a manufacturing fault. Replacement straps may be available to purchase if required.

Sale items:

Items in the sale are final sale and cannot be returned or exchanged.

Personalised items:

Personalised items are non-returnable and non-refundable, as they are created uniquely for you.

Faulty items:

Our products at Maeva Avenue are quality controlled, however if in the rare occasion a customer receives a faulty item, we’re happy to assist you.

• Inspect your order upon delivery and notify us immediately if it is faulty, damaged, or incorrect by visiting our contact page. You have 7 days after you receive your order to make us aware of the fault. 
• If our tag has been removed, we will be unable to process a fault claim.
• You may claim a faulty item under the Consumer Rights Act. Maeva Avenue reserves the right to inspect the issue and may offer a repair or replacement. If this isn’t possible, a refund will be issued.

Any questions regarding our returns policy please email us sales@maevaavenue.com.