Return your Order
Withdrawal, Returns & Refunds Policy
At Charme Maison, we devote the utmost care to the preparation, inspection, and follow-up of every order. The purpose of this policy is to clearly inform you of the conditions applicable to withdrawal, returns, exchanges, and refunds.
This policy applies to orders placed on our website and delivered to France, Belgium, the Netherlands, the United Kingdom, and Switzerland, subject to any mandatory legal provisions applicable in the country of delivery.
1. Right of withdrawal
For eligible items delivered to France, Belgium, and the Netherlands, consumer customers generally have a period of 14 calendar days from receipt of their order to exercise their right of withdrawal.
To exercise this right where it applies, please contact us at:
Please include:
- your order number
- the item or items concerned
- a clear request asking for withdrawal or cancelation.
Once your request has been received, our customer service team will provide you with the instructions to follow for the return.
2. Items excluded from the right of withdrawal
The right of withdrawal or cancellation does not apply to products excluded under applicable regulations, including:
- personalised products
- made-to-order products
- products manufactured according to the customer’s specific requirements
- any other item falling under an applicable legal exception
Where such an exclusion applies, it may be stated on the product page or at the time of purchase.
3. Conditions applicable to returns under the right of withdrawal
To be eligible for a refund under the right of withdrawal or cancellation, the returned item must:
- be returned in a condition suitable for resale
- be complete, including any accessories where applicable
- be properly packaged and protected
- not have been used beyond the normal handling necessary to inspect its nature, characteristics, and appearance
Any item returned incomplete, damaged, stained, excessively used, or insufficiently protected may be refused or may be subject to a reduction in the refund, within the limits permitted by applicable law.
4. Return costs under the right of withdrawal
Unless mandatory law requires otherwise or we expressly agree otherwise, return shipping costs remain the responsibility of the customer in the event of exercising the right of withdrawal or cancellation.
Where a refund is due, it will be processed in accordance with the conditions set out in Section 8 below.
5. Damaged, defective, incorrect, or non-conforming product
If the product received is damaged, defective, incorrect, or shows an apparent lack of conformity, we invite you to contact our customer service team as soon as possible at:
Your request should ideally include:
- your order number
- a clear description of the issue identified
- clear photographs of the product concerned
- photographs of the packaging, where necessary
In order to allow us to handle your request quickly and efficiently, we recommend that you notify us of:
- any damaged or defective product within 3 days of delivery
- any incorrect item received within 7 days
- any apparent non-conformity within 14 days
These reporting periods are intended to facilitate the handling of the matter and do not affect the customer’s applicable legal rights.
6. Legal guarantees
Independently of this commercial policy, the consumer customer benefits from the applicable legal guarantees in the event of a lack of conformity or a defect affecting the product, in accordance with the regulations in force.
Where a defect covered by a legal guarantee is established, Charme Maison may offer, depending on the situation and in compliance with applicable legal obligations:
- repair
- replacement
- or refund
Where the claim falls under a legal obligation, no fee will be charged to the customer in relation to the handling of that request.
7. Return procedure
No return should be sent without prior instructions from our customer service team.
Once your request has been approved, we will provide you with:
- the applicable return address
- the steps to follow
- and, where relevant, any documents or information required to process the return
Any parcel returned without prior instructions or sent to an address not provided by our team may be refused.
8. Refunds
Once the returned item has been received and inspected, we will inform you whether the refund has been approved or refused.
Where a refund is due, it will be issued via the original payment method within 5 to 10 business days from validation of the return, subject to applicable banking processing times and the relevant legal framework.
In the event of a partial return of an order that benefited from a promotional offer, the refunded amount may be adjusted to reflect the actual value of the items retained, where applicable.
9. Exchanges
Depending on the nature of the issue encountered and product availability, Charme Maison may offer:
- an exchange
- a replacement
- a store credit
- or a refund
The solution offered will depend on the assessment of the request, product availability, and the applicable legal framework.
10. Refused, unclaimed, or uncollected parcels
It is the customer’s responsibility to monitor the shipment of their order and, where applicable, collect the parcel within the timeframe indicated by the carrier or collection point.
If a parcel is refused, unclaimed, or not collected within the required period and is then returned, Charme Maison may deduct from any refund, where permitted by applicable law, the logistics, return, storage, or reshipping costs actually incurred.
No automatic refund will be issued until the logistical status of the returned parcel has been confirmed.
11. Reservations
Charme Maison reserves the right to refuse any request that is manifestly abusive, fraudulent, or contrary to this policy, in accordance with applicable law.
12. Contact
For any request relating to a withdrawal, return, exchange, or refund, you may contact us at:
Our team is committed to reviewing each request with seriousness, clarity, and care.
