Refund policy

Returns & Refunds

All products sold by Madame Soulière are made to order and produced specifically for each customer. Because of this, we do not offer free returns, free exchanges, or free replacements for change of mind, wrong size, wrong color, or buyer’s remorse.

For customers in the European Union, any statutory consumer rights remain unaffected.

Damaged or Defective Items

We gladly offer a free replacement or refund if your item arrives damaged, defective, or with a manufacturing error.

To be eligible, please contact us as soon as possible after delivery and include:

• your order number
• clear photos showing the issue

Where possible, claims should be submitted within 30 days of delivery.

Once approved, we will issue a replacement or refund at no additional cost.

Wrong Address or Unclaimed Packages

Please ensure your shipping address is entered correctly at checkout.

We are not responsible for:

• orders shipped to an incorrect address provided by the customer
• packages returned as unclaimed or refused

In these cases, a refund is not guaranteed. If a package is returned to sender, reshipping costs may apply.

Exchanges

We do not offer standard exchanges.

If your item is damaged or defective, we will replace it with the same item.

EU Customers

If you are a customer in the European Union, you may have a legal right to withdraw from your purchase within 14 days of delivery, unless an exception applies under applicable law.

To exercise this right, please contact us at:

hello@madamesouliere.com