Refund policy

Last updated: 9 October 2026

This policy applies to purchases made from Maeve & Lune, operated by ALDERSTEEL LTD.

30-day return requests

You may request a return within 30 days of delivery. To be eligible, an item must be unworn, unused and in the condition received, with its original tags and packaging. You will also need proof of purchase.

To request a return, use our contact form and include your order number and reason for return. If accepted, we will provide return instructions and the correct return destination. Items sent back without prior authorisation may not be accepted. The business address displayed on our website is not a public returns address.

Return postage

Unless the item is faulty, damaged or incorrect, return postage is normally the customer’s responsibility. We recommend using a tracked service and retaining proof of postage. Original delivery charges are not refundable except where required by law.

Damaged, faulty or incorrect items

Please inspect your order promptly and contact us as soon as possible if an item is defective, damaged or incorrect. Include your order number and clear photographs where relevant so we can assess the issue and arrange an appropriate remedy.

Items that cannot be returned

For hygiene and safety reasons, certain sealed or personal items may not be returnable once opened or used. Customised items, gift cards and items expressly marked as final sale may also be excluded where permitted by law. This does not affect your statutory rights where goods are faulty, not as described or otherwise non-conforming.

Exchanges

We do not guarantee direct exchanges. The quickest option is normally to return the original item, subject to this policy, and place a separate order for the replacement.

Refunds

We will notify you after an accepted return is received and inspected. Approved refunds are issued to the original payment method. We aim to process eligible refunds within 14 days of receiving the returned goods or evidence that they were sent back, as applicable. Your bank or payment provider may require additional processing time.

UK cancellation rights

If you are a UK consumer buying online, you may have a legal right to cancel eligible purchases within 14 days after delivery without giving a reason. You must notify us within that period and return the goods in accordance with the instructions provided. You may handle goods only as necessary to establish their nature, characteristics and functioning. Statutory exclusions may apply. These rights are in addition to our 30-day commercial return-request window and do not limit your rights under the Consumer Rights Act 2015.