Refund Policy

Please note that all our products are handmade which means each individual is unique and slightly different. Due to the nature of handmade products, all orders are final sales and we are unable to accept returns so please choose carefully. We appreciate your understanding and respect for craftsmen's work. 

Damaged Returns
We want to ensure your package arrives to you safe and intact. Occasionally however, you may receive a product that has been damaged during shipping. In such cases we will make every effort to obtain your replacement as quickly as possible, at no cost to you. In order to satisfy our insurer, damaged goods must be reported within 24 hours of delivery. If damage does occur, please review our policies below for receiving and returning damaged items:

Damage to Package and Contents
If a package appears significantly damaged, you may refuse delivery of the item. It will then be returned to the place of origin. Please notify us immediately if this occurs and we will make arrangements for a replacement to be sent to you as soon as possible. PLEASE NOTE: Original product lead times may apply on the replacement product.

Damage to Contents Only
If your intact package is found to hold damaged contents, DO NOT throw away the original packaging. Please contact us within 24 hours of delivery and follow the steps below.

For any of the previous scenarios please follow these return instructions:

  • Take photos of damages to items & photos of any damage to package
  • Contact us by email. Please provide your original order number (if applicable), your name and the product you are returning (with photos). 

Voila Maison reserves the right to refuse or issue a refund/replacement item in the event that the item is found to have suffered damage after delivery or has been misused or used other than in accordance with the instructions or if the problem is due to normal wear and tear.

 

No Refunds or Exchanges on:

  • Items without the original receipt
  • Special Orders (anything not in stock)
  • Sale or discounted items, or any items marked "final sale"
  • Used / opened items
  • Items not marked damaged to driver upon delivery of goods.
  • Items was lost and was caused by forwarder.