Delivery/Returns Information

Delivery

We are currently offering free delivery to UK on all orders over £50, see Terms and Conditions.

Price & Delivery Times from Dispatch Day
Service Options
UK orders under £50 - mandatory £3.95+ (depends on item) added to basket - usually 2-5 working days from order. Dispatch priority is given to optional postage upgrades, please upgrade postage if priority delivery is required.
UK orders over £50 - Includes postage (Economy usually 3-7 working days from order). Dispatch priority is given to optional postage upgrades, please upgrade postage if priority delivery is required.
Optional for orders over £50.00, UK Royal Mail 2nd Class Tracked (usually 2-5 working days)
UK Royal Mail 1st Class Tracked (usually 1-2 working days)
UK Courier (1-2 working days)
International circa £20 up to 2kgs (see below)

If you want your order ‘tracked’ please select the ‘Tracked’ or ‘Tracked & Signed For” service. Standard, Economy, Royal Mail 1st or 2nd class mail does not give a tracking service.

International

For Europe, America, Canada and Rest of World, shipping costs range between £5 and £20 up to 2 kgs
(based on the value/weight of the item(s), the actual shipping cost will be calculated at checkout).
Our system gives an estimate for the carriage based on normal transactions, we reserve the right
to reconfirm the actual carriage charge as applicable and will notify you of any change before completing your order.

The customer is responsible for all import duties and taxes.

All orders are sent ‘International Tracked & Signed for’ as International Standard does not give a tracking service.

  • For International delivery times orders under 2kgs are dispatched by Air Mail.
  • Europe is normally 5-8 working days.
  • USA/Canada and Rest of World is normally 7-10 working days.

Additional Information

If you specifically request an area for your order to be left at, if not in, or for any other reason,
we will not be liable for non-delivery. We will obtain proof of postage but as the parcel will
not be signed for we will not obtain proof of delivery and will be unable to assist in any claim.

Most orders are dispatched same day (if received before 2pm), but in busy periods we
strive to dispatch within 1 to 2 working days. Generally we normally dispatch all postal
orders within 24 hours of receipt (excluding weekends and bank holidays).
You will receive a completed order status update on the dispatch day (or day following)
for your reference. Please allow the above times before chasing receipt of order.

A tracking or proof of postage number for all UK Royal Mail and UK/International
Courier dispatches can be provided on request.

Here at Maison White we will always endeavour to fulfil any orders placed
to your complete satisfaction. We pride ourselves on the excellent customer
service we offer. If you have any enquiries relating to your order, please get in touch with us.

Returns

If you change your mind, you can return an order, in full or in part, at your expense, for a refund.

You have up to 30 days from the delivery date to return your item but you must first notify us of your intention to return, all or part of your order, quoting your order ID by emailing contact@maisonwhite.co.uk within 14 days of receipt of the order.

You can return using the Maison White / Royal Mail Tracked Returns portal or you can choose any other delivery service. Please read in full.

How do I return?
Via our returns portal with Royal Mail or you can use your own method. See below.

How much is it?
£3.95 per parcel weighing under 2kg
£6 per parcel over 2kg and up to 5kg
Please do not use this service for parcels weighing over 5kg.
If you do, the return charge is £20
(please refer to Royal Mail for parcel dimensions maximum size (not weight, this is our own limit).
This amount will be deducted from your refund.
Parcels using our tracked returns service will be weighed on receipt of return. By using our tracked returns service you agree to this amount being deducted from your refund. The return still remains the responsibility of the customer, we advise you retain proof of postage/return. These parcels are covered up to £100.

Create a return via our Royal Mail Tracked Returns Portal
(Small to medium parcels weighing under 5kgs)

Click here for Royal Mail Tracked Returns.

2.Use your own parcel carrier
(All parcels & chairs/furniture)
You can arrange and pay for your own return via any carrier of your choosing, your order will be refunded upon receipt. (We do not deduct return postage as above for this option, as you are covering the costs of the return directly with the courier).
We recommend that you use a carrier who can give you a proof of posting, until the parcel is received by us it remains your responsibility.
This is the only option for large item returns (items not meeting parcel measurements and weights cannot be sent via our tracked returns)

Returns should be addressed to:-
MW Processing
Unit 47, Monument Business Park
Chalgrove
Oxford
OX44 7RW

How do we know it’s your parcel
Please use this returns form, or you can use this information (name, order number, product, quantity) if you do not have access to a printer, this information can be written on paper. 

Please obtain a certificate of posting from your carrier.
We cannot be held liable for any returns not received.

Personalised items are non refundable.

Earrings and any pierced body jewellery are non refundable.

Bedding & Towels are non refundable (if the seal has been broken).

Packaging & Presentation are integral to the value of the item for resale purpose.

 – All items must be returned in their original saleable & packaged condition as received by you. This includes all item packaging and presentation, including any tags.

– In the event that you have removed any items from their packaging and they are not repacked in their original received state, then the value of the item will have been reduced as we can not resell as new. Either a repacking charge or the reduction in value will be deducted from any refund or the item can be returned to you at your cost.

Curtains where the header tape has been pulled can not be refunded.

Gift packaging is non refundable.

If you wish to exchange or return, any or all of the items, on your order,
you will need to return the unwanted items to us, as above, for a refund
and place a new order online, for the items that you would like instead.
The original postage cost paid by you, or incurred by us where the order
qualified for Free Economy Delivery will be deducted from the refund.

If you received a free item, as part of a promotion, and you return the
entire order, or the value of the returned items, means you would not
have received, the free item, please return it with the items,
that you do not wish to keep.

If your order qualified for inclusive of Economy Post and you subsequently
decide to return your order in full or in part, where the net transaction falls below
the inclusive threshold we reserve the right to charge you the postage
at the rate when the original order was placed. This postage cost will be deducted from the refund.

If we try to deliver an item to your address, as given on the order and it is
either the wrong or incomplete address, not accepted or not collected
from the post office or courier depot and the item is returned, we will
refund the item less our postage costs.

Where additional postage was paid we will only refund the basic postage cost.

Any replacement items for free of postage will be conditional on
achieving the free postage threshold.

At our discretion we may accept returns beyond the 14 day notice period,
however this must be pre-agreed before the item is returned.
A restocking fee of 15% of the order/item value will be deducted.

For International orders the refund excludes actual postal cost
and an additional 15% re-stocking fee will also apply.

We will arrange for the original Debit/Credit card to be refunded,
within 14 days of receipt, of the returned goods.

All returns should be addressed to:-

MW Processing
Unit 47, Monument Business Park
Chalgrove
OX44 7RW

Note: Any returns sent outside of the returns period (without prior approval)
will be rejected and we will contact you to arrange return of the item(s)
to you at your cost plus any other charges we have incurred
if our return service was used.

If goods are being returned due to a fault with the product, please contact us
to confirm the appropriate returns process and shipping method.