Refund policy

Return Policy

Effective Date: 22-12-2025
Last Updated: 22-12-2025

At Maes-Jolie, we want every customer to feel confident when shopping with us.

If your purchase does not fully meet your expectations, we are happy to assist you. This return policy explains how you can return an item, receive a refund, or request an exchange in accordance with Dutch consumer law.

1. Your Right to Return (30-Day Return Period)

You may return your order within 30 days of delivery.

To be eligible for a return, please ensure that:

The item is unused, unworn, and in its original condition
All original packaging, tags, and accessories are included
Proof of purchase (order ID or receipt) is available

Items that show signs of use, damage, or wear after delivery may not be eligible for return unless they are defective.

2. How to Request a Return

To request a return, please contact us at:

Email: info@maes-jolie.com

Please include your order number and the reason for your return.

Our customer service team will provide you with:

Return Form
A prepaid shipping label (if applicable)

Returns should not be sent without first contacting us, so we can ensure they are processed correctly and efficiently.

3. Return Shipping Costs

We follow Dutch consumer law regarding return shipping costs:

Defective, damaged, or incorrect items: Returns are free of charge.
Voluntary returns (change of mind, size, color, etc.): Return shipping costs are the responsibility of the customer.

We ship our orders from the USA and/or Asia.

4. Refunds

Once your return has been received and inspected at our processing center, you will receive an email notification.

Approved refunds will be issued within 5–10 business days to your original payment method.

Please note: Depending on your bank or card provider, it may take up to 14 business days for the refund to appear in your account.

If a return is not approved (e.g. used or damaged items), we will contact you to discuss the next steps.

5. Exchanges

Would you like to exchange an item?

Please contact our customer service first.

Our team will guide you through the exchange process.

In some cases, we may advise you to return the item for a refund and place a new order for the correct product.

This ensures faster processing and accurate inventory management.

6. Defective, Damaged, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery or as soon as possible.

To speed up the process, please include:

Photos of the issue
Your order number
A brief description of the problem

Depending on your preference and stock availability, we will arrange a replacement or a full refund.

7. Contact Information

If you have any questions about returns, refunds, or exchanges, our customer service team is here to help.

Customer Service Hours:
Monday to Friday: 09:00 – 17:00 CET

Email: info@maes-jolie.com

Support Information: Our customer service is based in the Netherlands and supports customers within the Netherlands. We respond to all inquiries within 24 hours on business days.