Refund policy

Returns

You have 30 days from the day your order is delivered to request a return. To be eligible, the item must be unworn, in the same condition you received it, in its original box with all tags attached. Please try shoes on a carpeted surface: soles that show wear cannot be accepted.

To start a return, contact us at info@maisonveltro.com or through the Contact page with your order number and the item you want to return. If your return is accepted we will email you a prepaid return shipping label and instructions on how and where to send the package. Items sent back without first requesting a return will not be accepted.

Damages and issues

Please inspect your order on delivery and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to get a different size is to return the item you have and, once the return is accepted, place a new order for the size you want.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 5 business days. Please remember it can take some time for your bank or card company to process and post the refund. If more than 10 business days have passed since your return was approved, please contact us.