Frequently Asked Questions

Please read our FAQ before sending us a message.

The current delivery charges and options will be displayed on the checkout page before you complete your order. All orders for delivery to the UK over £50.00 are eligible for inclusive shipping via Economy post (only one shipment per order). You can elect to upgrade the shipping to a method of your choice. If the order value is over £50.00 and includes a mix of in stock and  “pre-order” items, you can elect to include a postage cost to split the shipment into two lots.

Orders under £50.00 will attract a default charge of £3.95 minimum (depending on the item). You can elect to upgrade the shipping to a method of your choice.

We only ship International orders by “International Tracked & Signed For”.


You have a variety of options to securely check out.

Fast and convenient options are ApplePay, GooglePay and PayPal.

Important: these will autofill the address that the goods will be delivered to, so please ensure your details in your applications are current and correct.

You can also pay via secure checkout with your debit/credit card (accepted cards are displayed in the check out screen, any attempt to pay via a non accepted card type will result in a processing error).

All of our check out options are totally secure through our PCI compliant payment gateway, we do not store any of your payment card information.

Our payment gateway uses CVV and 3D Secure checks to validate and athenticate all payments.

If your ckeck out/payment fails, please check you have used the correct card, CVV and address details match the criteria for your payment instrument.

We prioritise the processing of orders on postage paid for options (1st class tracked, Courier, 2nd class tracked on orders over free postage threshold). All other orders are processed and dispatched via Economy Service (unless otherwise selected). We however endeavour to dispatch all orders received by 2:00pm same day* or by the day following receipt of your order (during normal opening times). Delivery usually takes between 3 and 7 working days from dispatch. You can upgrade the postage in the checkout page for faster processing of your order and delivery of your choice. See our Delivery page for more information.

* may not apply on Mondays and Peak Seasons, due to high order volumes.

My order is a gift

Many of our customers are buying gifts for lucky people. We can help with that! At the checkout there is an option to add a personalised card and/or gift wrap which also includes a personalised card. We will choose appropriate gift packing and card for your recipient, this is usually a gift bag with co-ordinating tissue paper.

Unfortunately some items are too big to gift wrap, we will let you know if this is the case (Giant Bunnies and Doll Houses are too big of our gift wrap options).

We can send direct to your recipient, saving you additional postage costs.

If you want to visit our store, our current Shop Opening Times are;

– Monday: 10:30pm – 5pm
– Tuesday: 9am – 4:30pm
– Wednesday: 9am – 2pm
– Thursday: 9am – 4:30pm
– Friday: 10:30am – 5pm
– Saturday: 10:30am – 5:00pm
– Sunday: Closed

Online order enquiries: 01865 891773

Shop Tel: 01491835167

When an item is currently out of stock and we have more on order we give you the option to place an order for the item which will be dispatched to you when it is back in stock by the date given. If there is no date given the items are due back in stock in the next few days to a week or so. This excludes seasonal items, like Christmas, where you can pre-order, availability is usual from September.

When it says “In Stock (can be backordered) – this allows you to order more than the quantity we currently have in stock. We will order the additional quantity from the supplier.

We will dispatch your order in full when all items are in stock. If you require ‘in stock’ items to be sent straight away please place separate orders for ‘in stock’ and ‘back order/ pre-order”

Your payment information is totally secure. We do not store payment details on our website. Maison White Ltd is PCI DSS compliant. Payment Card Industry Data Security Standard (PCI DSS). You can also read our Privacy policy here.

You will receive a confirmation that your order is in processing. Once it has been picked and dispatched you will receive an email stating the your order has been dispatched and completed. Please check your Junk folder, as sometimes your email system may automatically file the email there.

A confirmation order will be sent to the given email address when you placed the order. Please check your Junk folder, as sometimes your email system may automatically file the email there. Otherwise there may have been an error in the email address given. Some email addresses although valid may be reported as spam in our spam filter. Either way please contact us and we will be delighted to assist.

We do not send invoices by default, but one can be issued if requested.

Active promotional codes will be displayed here.

Coupons/Discount/Promotional Codes

The discount code is only valid for orders placed online.

The discount code is not valid in conjunction with any other voucher code or offer, unless otherwise stated.

A voucher code may not be valid and an error message will appear at the checkout. Also:
– Any discounted products on the site
– Any items already on sale
Will not be valid for any code

From time to time we will offer new customer promotional codes – these promotion codes entitle you, at the time of ordering, to a saving on a new customer order placed via the website.

We reserve the right to decline orders where, in our opinion, a promotion code is invalid.

Promotion codes are only valid on specific products, while stocks last and may be withdrawn at any time.

Only one voucher code can be used per order, per person.

In the event of product returns, refunds will be given for the value of the original purchase, i.e.: With applied discount. Not at the RRP of the item.

In the event of part of the order being returned, the monetary value returned will be the value of the item/s at the time of the transaction, ie: with discount applied. The promotional discount will not be applied to replacement items. If the offer is still valid at the time of making a return you should place a new order using the original promotional code.
We reserve the right to change these Terms and Conditions at any time.

If you cannot find an answer to your question, please feel free to contact us