Client Care
Shipping & Returns
Effective August 7, 2026 · Last updated August 2026
This policy explains how VONNE MAISON prepares, ships, and handles returns for confirmed acquisitions. It forms part of our Terms of Service.
1. Order Preparation
Once an order is confirmed and payment is authorized (or arranged via Concierge), pieces are prepared with care in Maison packaging. Standard ready-to-ship items typically leave within a few business days. Custom, embroidered, limited, or atelier-made pieces may require longer lead times — including 20–25 days where stated on the product page.
2. Shipping Methods & Rates
We ship via tracked courier. A flat shipping contribution may apply at checkout (currently USD 25.00 unless otherwise stated). Express or specialty shipping may be offered by Concierge for select clients and destinations.
Delivery windows are estimates. Delays caused by carriers, weather, customs, or incorrect addresses are outside our direct control; Concierge will assist with tracking and status updates.
3. International Deliveries
We ship to eligible international destinations. Before dispatch, Concierge may provide customs guidance. Import duties, taxes, and brokerage fees — where applicable — are the client’s responsibility unless expressly included in the acquisition confirmation.
Please ensure the shipping address and contact details are accurate. Refused packages or incorrect addresses may incur return-to-sender fees.
4. Risk of Loss
Risk of loss transfers when the package is handed to the carrier, unless mandatory law requires otherwise or Concierge confirms a different arrangement for a specific order.
5. Returns
Unworn pieces in original condition, with tags and Maison packaging intact, may be eligible for return within 14 days of delivery.
The following are generally final sale and not eligible for return:
To start a return, contact Concierge within the return window with your order number and reason. Approved returns receive a prepaid or client-arranged return label as instructed. Refunds are issued to the original payment method after inspection, typically within 10 business days of receipt. Original shipping fees are non-refundable unless the return is due to Maison error.
6. Exchanges
Size or color exchanges are handled case by case, subject to inventory. Contact Concierge — in many cases an exchange is processed as a return plus a new order.
7. Damaged or Incorrect Items
If a package arrives damaged or the contents are incorrect, photograph the packaging and product within 48 hours of delivery and contact Concierge. We will arrange a replacement, store credit, or refund as appropriate.
8. Contact
Shipping status or return requests: concierge@vonnemaison.com · Concierge