Shipping, returns & questions
Everything you need to know about getting your sweater, sending it back, and looking after it. Last updated September 2026.
Shipping
Every order is packed by hand in Italy and leaves us within 1–2 working days. You'll get a tracking link by email as soon as it's on its way. Orders placed on weekends or Italian public holidays ship the next working day.
Prices and taxes. All prices are in euro and include Italian VAT. Within the EU there are no customs duties. For orders outside the EU, local import duties and taxes may be charged by the carrier on delivery and are paid by the recipient.
Delivery times are estimates from the day your order ships. If we can't deliver within 30 days of your order, you can cancel and we'll refund you in full.
Lost or damaged parcels. Your order is our responsibility until it reaches you. If it arrives damaged or doesn't arrive at all, write to us and we'll send a replacement or refund you.
Returns & refunds
Not quite right? You have 30 days from delivery to send it back — no reason needed.
Your legal right of withdrawal. Under EU consumer law you can withdraw from your purchase within 14 days of receiving it, without giving a reason. Our 30-day window extends this right; it never replaces it.
Condition. Please return items unworn, unwashed and in their original packaging. You're welcome to try it on as you would in a shop. If an item comes back worn or washed, we may reduce the refund to reflect the loss in value.
Refunds go back to your original payment method and include the standard delivery cost you paid (not the extra for express). We may wait until the parcel arrives, or you send proof of shipping, before refunding. Returns from outside the EU are at your own cost.
Exchanges. Want a different size or colour? Tell us when you start your return and we'll send the new one as soon as yours is on its way back — free within the EU.
Gifts. Received a Maison Minoli sweater as a gift? You can exchange it; we'll refund the person who bought it if you return it.
Withdraw from your purchase
You can also withdraw by sending a clear statement to hello@maisonminoli.com. Using this form is optional.
Legal guarantee
Every sweater is covered by the EU legal guarantee of conformity for 2 years from delivery. If something isn't as it should be — a seam that opens, embroidery that comes loose — tell us with a photo and your order number. We'll repair or replace it, or refund you if neither is possible. This is separate from, and in addition to, your right of withdrawal. Normal wear, washing against the care label and accidental damage aren't covered.
Questions
How does it fit?
A medium, unisex fit from XXS to 5XL. Take your usual size for a classic fit, or one size up for a roomier, relaxed feel. The size guide on the product page has full measurements in cm and inches.
What is it made of?
A heavyweight 350 gsm brushed fleece with a 100% organic cotton face. The shell is 80% organic ring-spun combed cotton and 20% recycled polyester. The rib at the collar, cuffs and hem is 100% cotton.
Will it shrink?
The fabric is washed before it's sewn, so shrinkage is minimal if you follow the care label: wash cold and tumble dry low.
How should I care for it?
Machine wash cold, inside out to protect the embroidery. Don't bleach or dry clean. Tumble dry low, and iron on low heat — never directly over the embroidery.
Where is it made?
The sweater is knitted, dyed and sewn in Bangladesh. We add the Maison Minoli embroidery and pack every order ourselves.
Can I change or cancel my order?
Write to us as soon as possible. If your order hasn't shipped yet, we'll change or cancel it. If it has, you can return it once it arrives.
Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal. Payments are processed securely; we never see or store your card details.
Can I send one as a gift?
Of course — it's what the sweater is for. Add a note at checkout and we'll leave the price off the parcel.
Do you make sweaters for weddings, villas or teams?
That's how we started. Write to us with your date and numbers and we'll talk it through. Custom-made orders can't be returned under the right of withdrawal, but they're still covered by the legal guarantee.
Contact & legal
These terms are governed by Italian law. If you live in the EU, you also keep the protection of the mandatory consumer laws of your country. If something goes wrong, please contact us first — we'll always try to put it right. You may also contact your national consumer authority or the European Consumer Centre in your country.