Refund policy
We want you to be completely happy with your purchase. If you need to exchange or return it, you have 14 days from when your order was delivered.
We expect and request that you send back the product(s) to us in a brand-new, unworn state, with all the original labels and tags still in place, inside the original bag and packaging. When trying on briefs and thongs, please make sure you're wearing your own undergarments. It's essential to clarify that complying with these guidelines will not adversely affect your ability to return the product(s) within the framework of your legal right to cancel the purchase. However, we want to emphasise that any use of the goods beyond what's necessary for inspecting their condition, characteristics, and functionality, and if such use results in a reduction in value, may influence the amount refunded for the purchase.
However, should an item be proven damaged or substandard, please contact us immediately at info@maison-libertine.com. If we consider manufacturing the cause of the issue, we will send you a free shipping voucher and we will refund or replace the item. We want you to be completely happy with your purchase. If you need to exchange or return it, you have 14 days from when your order was delivered.
We consider that the size chart is clearly displayed on our website and all queries are responded to within 48h, therefore, should you wish to exchange an item that is not fitting your size, the shipping return will be at your own cost. Exchanges will be processed once we have received the product back.
Order Cancellation
In the unlikely circumstance that you find it necessary to cancel an order placed with us, we want to assure you that we are fully committed to providing a hassle-free process for reimbursement. Our company policy mandates that we promptly return all payments received from you, pertaining to the products in question. It is our duty and obligation to ensure that you are fairly compensated for any cancelled orders, and we take this responsibility seriously. Our dedicated team will ensure that the refund process is handled with utmost care and efficiency, so you can rest assured that your funds will be promptly reimbursed.
We expect and request that you send back the product(s) to us in a brand-new, unworn state, with all the original labels and tags still in place, inside the original bag and packaging. When trying on briefs and thongs, please make sure you're wearing your own undergarments. It's essential to clarify that complying with these guidelines will not adversely affect your ability to cancel the order and return the product(s) within the framework of your legal right to cancel the purchase. However, we want to emphasize that any use of the goods beyond what's necessary for inspecting their condition, characteristics, and functionality, and if such use results in a reduction in value, may influence the amount refunded for the purchase.
This refund will be processed promptly, no later than within fourteen (14) days after the date we receive your notice of cancellation. The method of reimbursement will be the same as the one you initially used for the payment of the original transaction, unless we have explicitly arranged an alternative method with you. We will not impose any fees for this reimbursement. The refund will be initiated once we have received the returned product.
You are required to return the goods to us without delay, in any case, within fourteen (14) days from the date you notified us of your decision to cancel this agreement. To meet this deadline, it is sufficient that you dispatch the products before the expiration of the fourteen-day period.
You are responsible for covering the direct expenses associated with returning the items. You must employ a tracked and signed-for service, utilising either a courier service or a registered postal service to return the products to the address specified below. We recommend insuring the items while they are under your custody. In the event of a dispute, it's also advisable to retain evidence of the return, such as a postal receipt or consignment note.
However, it's important to note that your right to use a preferred shipping carrier for the return, at your own cost, remains unaffected.
Return address:
Maison Libertine Ltd58A, Cavendish RoadNW67XPLondon, United KingdomGift Vouchers are cancellable within 14 days but non refundable past this period