Refund policy

At Maison Volkonskaya, we comply with applicable EU consumer protection laws while maintaining clear and fair conditions for returns and refunds.

1. Right of Withdrawal (EU Consumers)

In accordance with EU Directive 2011/83/EU, customers located in the European Union have the right to withdraw from their purchase within 14 calendar days of receiving the goods, without providing a reason.

The withdrawal period expires 14 days after the day you acquire physical possession of the goods.

To exercise the right of withdrawal, you must inform us of your decision by email at:
info@maisonvolkonskaya.com

2. Conditions for Returns

Returned items must meet all of the following conditions:

  • Unused, unworn, and in original condition
  • Returned with original packaging and accessories
  • No signs of wear, damage, or alteration
  • Returned within 14 days after notifying us of withdrawal

We reserve the right to refuse returns that do not meet these conditions.

3. Exceptions to the Right of Withdrawal

Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to:

  • Earrings, for hygiene and health protection reasons, if the seal has been broken
  • Personalized or custom-made items
  • Gift cards
  • Items marked as Final Sale

These items are non-refundable unless defective or incorrectly supplied.

4. Damaged, Defective, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect, you must notify us within 48 hours of delivery.

Please include:

  • Order number
  • Clear photos or video evidence of the issue

If the claim is validated, we will offer either:

  • A replacement, or
  • A full refund, including standard shipping costs

Claims submitted after 48 hours may not be accepted.

5. Refunds

Once the returned item is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds are issued to the original payment method
  • Refunds are processed within 14 days of receiving the returned goods, as required by EU law
  • We may withhold the refund until the goods are received or proof of return is provided

6. Return Shipping Costs

  • Customers are responsible for return shipping costs when exercising the right of withdrawal
  • Original shipping fees are non-refundable, except where required by law
  • We are not responsible for lost or damaged return shipments

We strongly recommend using a trackable shipping service.

7. Exchanges

We do not offer direct exchanges.
To receive a different item, please return the original product (if eligible) and place a new order.

8. Order Cancellations

Orders may be cancelled within 12 hours of purchase.
Once order processing has begun, cancellations are no longer possible.

9. Unauthorized Returns

Returns sent without prior approval or without contacting us first may be refused and returned to the sender at the customer’s expense.

10. Contact Information

All return and refund requests must be submitted to:
info@maisonvolkonskaya.com