At Le Marais, your satisfaction is very important to us. Below, you will find our returns and refunds policy, in which we explain our 14-day returns policy and your legal rights in the EU.
1. Return period: 14 days
- General returns policy (14 days)
- You have 14 days from the day you received your order to request a return.
- Your item must be in the same condition as when you received it, with labels attached and preferably in the original packaging.
- You will also need your proof of purchase or invoice.
- You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
- How do you start a return?
- Register your return via:
- https://lemarais.returnista.com/
- You will then receive further instructions and a return shipping label.
- Please only send your parcel after registering the return; that way we can link it to your order and process it quickly.
- Return address
- Follow the shipping instructions in our returns portal.
2. Statutory Cooling-off Period in the EU (14 Days)
- Notwithstanding the above
- If the goods are shipped within the European Union, you have the right to cancel or return your order within 14 days of receipt of the items, for whatever reason, without giving any reason (your statutory right of withdrawal).
- In this case too, the product must have its labels attached, preferably in the original packaging.
- Refund
- When invoking the legal cooling-off period, the full purchase amount and any standard shipping costs will be refunded in the event of a full return.
- The direct costs for returning the goods are for the customer, unless otherwise indicated.
3. Exceptions / Items that may not be returned
- Hygiene
- Earrings and socks delivered in sealed packaging, if the seal has been broken after delivery.
- Personalised Items
- Custom-made or personalised products that have been manufactured according to your specifications.
Do you have questions about a specific item? Then contact us at webshop@lemarais.nl.
4. Damage and Problems
- Inspection upon Arrival
- Check your order immediately upon receipt.
- Is anything defective, damaged or incorrectly delivered? Report it in our returns portal: choose the reason and upload a photo, and you will receive a free return label.
5. Costs of Returns and Risk
- Costs
- If you choose an exchange or store credit, the return label is free. If you choose a refund, the costs of returning your product(s) are at your own expense; you pay them in the returns portal and see the exact rate before you pay. The rate depends on your country and the carrier. These costs do not apply if the item is defective, damaged or incorrectly delivered (see section 4).
- Insured and Traceable Shipment
- Always send your return with the return label from our returns portal. We recommend insuring the shipment; you are responsible for the parcel until it has been delivered to us.
- Has your return gone missing? Use the help function in the returns portal, and an investigation into the whereabouts of your parcel will be started.
- If the shipment was insured, you will receive the full amount back. If an uninsured shipment is lost or damaged in transit, this is outside our responsibility and we cannot reimburse it.
6. Exchanges and store credit
- Exchange for a different size
- You can exchange an item for a different size of the same item via our returns portal, as long as it is in stock. The return label is free. We ship the new size as soon as your return shipment has been handed in to the carrier.
- Store credit
- If you choose store credit, the return label is free and you receive the value of your item as credit plus 5% extra (up to €15). You can spend the credit online and in our store in Maastricht.
- Once you have chosen store credit, a refund is no longer possible.
7. Processing of Returns and Refunds
- Inspection & Notifications
- Once we have received and inspected your return, we will inform you whether the return has been approved or rejected.
- Refund
- If approved, we will process the refund within 5 working days via your original payment method.
- Please take into account the processing time of your bank or credit card company.
- Please contact us at webshop@lemarais.nl if it has been more than 10 working days since your return was approved but you have not yet received a refund.
8. Contact
For questions or help with your return:
- E-mail: webshop@lemarais.nl
- Return website: https://lemarais.returnista.com/
We appreciate your feedback and want to make sure you have a pleasant shopping experience at Le Marais.
Version: 28-09-2026
Note: This policy is in addition to our General Terms and Conditions. By placing an order with Le Marais, you agree to this Return and Refund Policy.
