Returns & Refund Policy

At Maisies Archive, we want every customer to feel confident when purchasing one of our authentic preloved vintage handbags. Each item is carefully inspected before being listed and dispatched, and we provide detailed photographs and descriptions to ensure customers can make an informed purchase decision. 

By purchasing from Maisies Archive, you acknowledge that you are purchasing a preloved vintage item and agree to the terms outlined within this Returns & Refund Policy. 

Returns

We currently only offer change of mind returns to customers in the UK, subject to the terms of this Returns & Refund Policy. 

EU SHIPPING IS CURRENTLY TEMPORARILY PAUSED. We are not currently accepting new orders from customers within the European Union (EU) while we await further clarification and developments regarding the EU Packaging and Packaging Waste Regulation (PPWR), particularly in relation to its application to small businesses. If you would like more information on why this is the case, please don't hesitate to get in contact.

For eligible UK orders, you may request a return within 14 calendar days of receiving your order. Once your return has been approved, the item must be sent back and received by Maisies Archive within 28 calendar days of the original delivery date to allow sufficient time for inspection and processing.

To be eligible for a return, the item(s) must be returned in its original condition. This includes:

  • The handbag being unused an in the same condition as used.
  • All original packaging, accessories and included items being returned.
  • No new marks, stains, odours, damage, alterations or signs of wear being present.

If an item is returned in a condition that differs from when it was received, we reserve the right to make a reasonable deduction from the refund amount to reflect any reduction in value.

Due to the complexities involved with international customs procedures, import requirements, return shipping costs, and potential delays, we do not offer change-of-mind returns for customers outside the UK and EU. If you are an international customer outside the EU and believe your item has arrived faulty, damaged, or significantly differs from the product description, please contact us as soon as possible so we can investigate and work with you directly to resolve the issue.

How to Request a Return

UK Customers

To request a return, log in to your customer account and view your order history. Select the order you'd like to return, choose the item(s) and the reason for returning and submit your return request by following the on-screen instructions. 

Once we've reviewed your request, we will confirm whether your return is eligible under our returns and refund policy guidelines. If your return request gets approved we will contact you with the next steps and return instructions.

  • UK customers will receive a prepaid Royal Mail Special Delivery return label where applicable.

Please ensure all items are returned within the stated returns timeframe and in the same condition as received. We reserve the right to refuse any returns that arrive outside of this timeframe. Returns sent without prior approval may not be accepted.

International Customers Outside the EU

International customers outside the EU cannot request a change-of-mind return through their customer account.

If your order arrives damaged, faulty, incorrect, or significantly not as described, please contact us directly at maisiesbusiness@gmail.com within 48 hours of delivery.

Please include your order number, a description of the issue, and clear photographs showing the damage, fault or relevant details. We will review your claim and, where appropriate, provide you with further instructions regarding the return.

EU Customers 

EU shipping is currently temporarily paused, and we are not currently accepting new EU orders. The policy will be updated when EU shipping is available again.

Return Shipping

Unless the item is faulty, damaged, or incorrectly sent, customers are responsible for the cost of returning their order.

UK Returns

Due to the high value of our handbags, all approved UK returns must be sent using a secure, tracked, and appropriately insured delivery service. We will provide a prepaid Royal Mail Special Delivery return label for a flat fee of £10, which will be deducted from your refund.

International Returns Outside The EU

We do not offer change-of-mind returns for customers outside the UK and EU due to the complexities involved with international shipping, customs procedures, import requirements, return shipping costs, and potential delays. 

If you have contacted us regarding an international return due to your order arriving damaged, incorrect or significantly not as described and you have been approved for a return, Maisies Archive will cover the reasonable cost of return shipping and return instructions would have been sent upon approval.

EU Returns 

EU shipping is currently temporarily paused, and we are not currently accepting new EU orders. The policy will be updated when EU shipping is available again

Duties, Taxes & Custom Charges

International orders are subject to duties and taxes and are the customers responsibility. Where applicable, duties and taxes are calculated and collected at checkout to provide customers with a smoother delivery experience and avoid unexpected charges upon import. 

If an order is returned due to a change of mind, refusal to accept delivery, incorrect delivery information, failure to collect the parcel, or any other reason not caused by Maisies Archive, any duties, taxes, customs charges, or related fees paid at checkout will not be refunded. Any additional costs incurred by Maisies Archive as a result of the return, including return shipping costs, return customs charges, duties, taxes, or handling fees, may also be deducted from the final refund amount. 

If an item is returned due to being faulty, damaged upon arrival, incorrect, or significantly not as described, any additional costs will be handled in accordance with consumer protection laws.

Refunds

Once your return has been received, the item will be carefully inspected to ensure it meets our return requirements and has been returned in its original condition. Once approved, your refund will be issued to your original payment method, excluding returning shipping costs and applicable duties for international customers.

Please allow 3–5 business days for the refund to appear in your account after processing. Timescales may vary depending on your bank or payment provider.

Faulty, Damaged, or Incorrect Items

Every handbag is carefully inspected before dispatch. However, if your item is faulty, damaged, incorrect, or significantly different from the description provided, please aim to contact us within 48 hours of delivery.

Please provide:

  • Order number
  • A description of the issue
  • Clear photographs showing any faults, damage, packaging and any relevant details.

  • Your order number

Please note that an item fault does not include characteristics that were clearly disclosed before purchase. This includes:

  • Marks shown in photographs
  • Natural ageing of vintage materials
  • Minor imperfections consistent with the age of the item.

  • Wear described within the listing

If a customer raises a claim relating to a condition, mark, or characteristic that was clearly shown or described before purchase, this will not be considered a fault under our Returns & Refund Policy. In these circumstances, a fault-based refund or remedy may not be applicable.

However, eligible UK and EU customers may still request a return in accordance with their applicable statutory return rights and our returns procedure, provided the item meets the relevant return conditions and is returned within the applicable timeframe.

UK Customers

Under the Consumer Rights Act 2015, customers have statutory rights if goods are faulty, arrive damaged or significantly not as described. If you believe this applies to you, please aim to contact us within 48 hours of delivery so we can resolve the issue promptly. 

Where an item is confirmed to be faulty, customers may be entitled to a remedy under the Consumer Rights Act, including a full refund where the short-term right to reject applies within the first 30 days after delivery. 

Other circumstances, where an item is confirmed to be damaged upon arrival, or significantly misdescribed, we will provide an appropriate resolution, which may include a refund or return at no additional cost to you.

EU Customers

EU SHIPPING IS CURRENTLY PAUSED AND WE ARE NOT ACCEPTING NEW EU ORDERS.

Customers within the European Union are protected under applicable EU consumer protection legislation, including the legal guarantee for faulty or non-conforming goods.

Where an item is confirmed to be faulty, damaged, or does not conform to the description provided at the time of purchase, customers may be entitled to remedies under applicable EU consumer law. This may include repair, replacement where available, a price reduction, or a refund where appropriate. EU consumer protection rules generally provide a minimum 2-year legal guarantee period for faulty goods, although specific remedies and procedures may vary depending on the customer's country of residence.

Customers should contact Maisies Archive within 48 hours of delivery regarding a fault so we can provide the correct instructions and ensure the matter is handled fairly and efficiently.

Product Descriptions Disclaimer

All handbags sold by Maisies Archive are authentic preloved vintage items.

Due to the nature of vintage products, items may display natural signs of age, including minor wear, leather variation, colour changes, or characteristics associated with previous ownership. We make every effort to photograph and describe each item accurately. However, colours and appearance may vary slightly due to studio lighting, device screens, and individual display settings.

Customers should carefully review all photographs and product descriptions before purchasing. We cannot accept responsibility for normal signs of age, wear, or characteristics that are clearly visible in the photographs or described in the listing. Please note that vintage items are not new and may have imperfections consistent with their age and previous use.

Where an item has any notable damage, defect, repair, staining, odour, or other significant imperfection, this will be disclosed in the relevant product description and/or photographs.

Non-Returnable Items

Returns may not be accepted for:

  • Items returned outside of the applicable return period.
  • Items are returned without prior approval or following the required return process.
  • Items have been used, damaged, altered or tampered with.
  • Items have acquired new marks, stains, odours or signs of wear after delivery.
  • Original packaging, accessories or additional items included with the order are missing. 

This does not affect your statutory rights regarding faulty, damaged, or misdescribed goods.

Cleaning, Repairs & Restoration 

We carefully inspect and accurately represent each handbag before listing. As our handbags are authentic preloved vintage pieces, we generally do not carry out extensive cleaning before sale unless necessary. Any notable signs of wear or imperfections will always be clearly described and photographed within the product listing.

If you choose to clean, repair, alter, or restore your handbag after purchase, we strongly recommend seeking advice from a professional restoration service or carrying out thorough research before using any products or methods. Incorrect cleaning, repairs, or restoration work can permanently damage vintage leather, materials, hardware, and the overall condition of the handbag.

Maisies Archive cannot accept returns, issue refunds, or consider fault claims for handbags that have been cleaned, repaired, restored, altered, or otherwise damaged after delivery as a result of work carried out by the customer or a third party.

Exchanges

Due to the unique nature of our inventory, we do not offer direct exchanges. As we sell one-off vintage handbags, we cannot guarantee another item will be available as a replacement.

If you would like a different item, you will need to return your original purchase (where eligible) and place a new order separately.

Complaints, Disputes & Chargebacks

At Maisies Archive, we are committed to resolving any concerns in a fair, transparent, and timely manner. If you experience any issue with your order, please contact us at maisiesbusiness@gmail.com so we can investigate and resolve the matter in line with our Returns & Refund Policy. 

We ask that customers allow us the opportunity to resolve any concerns before initiating a payment dispute or chargeback.

  • A chargeback is a payment provider process and is not a statutory consumer right under UK or EU law.
  • We reserve the right to dispute any chargeback that we believe is fraudulent, invalid, or inconsistent with our policies.
  • Where required, we may provide supporting evidence to the payment provider, including proof of delivery, tracking information, order details, product descriptions and photographs, customer communications, return correspondence and evidence regarding return eligibility.
  • Customers are not entitled to receive both a refund from Maisies Archive and a successful chargeback refund for the same transaction. Duplicate refunds are not permitted.

We take fraudulent chargeback claims extremely seriously and reserve the right to pursue further action where appropriate.

Authenticity Guarantee

At Maisies Archive, authenticity is our priority. Every handbag sold by Maisies Archive is guaranteed to be authentic.

Before being listed, each handbag undergoes a thorough authenticity assessment using a combination of authentication methods. We carefully examine key details including leather quality, craftsmanship, stitching, hardware, serial numbers, creed patches, branding, construction, and overall characteristics of the piece.

We compare each handbag against known authentic examples and trusted reference materials to ensure it meets the expected standards of authenticity. Our inventory is carefully sourced from reputable suppliers internationally, and every item is assessed before being offered for sale.

We stand behind the authenticity of every handbag we sell. If you have any concerns regarding the authenticity of an item purchased from Maisies Archive, please contact us directly and we will be happy to discuss your concerns and assist wherever possible.

For additional peace of mind, customers may choose to have an item independently assessed by a reputable third-party authentication service.

If an item is confirmed to be inauthentic by a recognised professional authentication service, please contact us with the authentication report and supporting evidence. We will investigate the matter and, where the item is confirmed to be inauthentic, provide a full refund of the item purchase price.