Returns policy
Returns and Right of Withdrawal – Victoria Mae
At Victoria Mae, I craft and package each piece of jewellery and each lamp with great care and attention. I fully understand that a purchase may sometimes not meet your expectations, and I aim to assist you in a simple and friendly way.
Right of Withdrawal (Reflection Period)
As a consumer, you have the legal right to withdraw from your purchase within 14 days of receipt without providing any reason. Once you have informed me that you wish to exercise your right of withdrawal, you have an additional 14 days to actually return the product.
Please notify me by sending an email to info@victoria-mae.com with your name and order number. You will then receive further instructions and the correct return address.
How to Submit a Return
Send an email with your contact information, order number, and the items you wish to return. I will respond as quickly as possible with practical steps to ensure the process is as smooth as possible.
Conditions for Returns
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Return the item in undamaged condition and preferably in the original packaging.
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Personalised or custom-made products are generally non-returnable.
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Always include a note with your name and order number so I can process the shipment correctly.
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Preferably use a trackable shipping method (Track & Trace).
Shipping Costs and Return Address
The costs for return shipping are, as stated in my general terms, the customer’s responsibility.
Returns are handled via an external logistics centre in China. This means that for a standard return, items must be sent to the specified return address in China. Any shipping costs and other expenses incurred in connection with this are the responsibility of the customer.
Once the return has been received and inspected, the refund will be processed according to legal deadlines and using the same payment method as the original purchase.
Alternatives Without Returning
As international returns may take time and incur extra shipping costs, I am happy to offer customer-friendly alternatives:
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A partial refund, allowing you to keep the item
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A gift card / store credit for a new order
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An exchange for a different size or model
These alternatives are intended as a simpler solution and can help avoid potential return shipping costs. You always retain the legal right to choose a standard return with a full refund under the applicable conditions.
Practical Processing Time
As soon as I have received and inspected the returned items, I strive to complete the refund within the legally required timeframe. If you choose an alternative (gift card or partial refund), this can often be processed more quickly since there is no need to inspect the returned item.
Why Some Returns Are Handled via an External Logistics Centre
To handle orders and returns efficiently, I collaborate with external logistics partners. Therefore, returns may be collected and processed centrally in China.
This is a logistical choice that helps me keep my business organisationally manageable, allowing me to devote sufficient time and attention to craftsmanship and new orders. If this affects your decision or situation, I will gladly inform you and help find a suitable solution.
Contact & Personal Service
If you have any questions or are unsure which solution is best, you are very welcome to send an email with photos or a brief description — I will personally review your case and work to find the best possible solution.
My aim is always to resolve situations fairly and kindly, with respect for you as a customer and for my store.