DELIVERY AND RETURNS
PRODUCTION + DELIVERY
All our products are personalised in the UK.
COVID-19
We are thankfully fully operating as usual and taking all necessary precautions. Please always email hello@maisonag.com if you need your order urgently.
GENERAL
Please note that the production process can take up to 1 week from your order being placed.
Once your item is complete, we will dispatch and update you with your tracking information.
We ship worldwide and offer the following options:
| SHIPPING TIME & DESTINATION | CARRIER | SHIPPING FEE |
|
UK: 1-2 Working Days (once your order has been produced) |
DPD |
FREE for orders over of £160 or more |
|
UK: 1-2 Working Days (once your order has been produced) |
DPD | £5 for orders under £160 |
|
EU: 2-3 Working Days (once your order has been produced) |
DHL | £8 |
|
USA: 1-3 Working Days (once your order has been produced) |
DHL | £12 |
|
REST OF WORLD: 2-5 Working Days (once your order has been produced) |
DHL | £15 |
For any enquiries, please get in touch:
hello@maisonag.com
DUTIES AND TAXES
Please note:
US orders under the equivalent of $800 will not be subject to import taxes. As we trade in GBP, due to changes in exchange rates, it is wise to allow a buffer under the $800 mark if you would like to avoid any import duties in the US.
EU deliveries may be subject to additional duties and taxes.
Non EU deliveries may be subject to additional duties and taxes.
Any applicable Duties and Taxes on deliveries must be settled by the recipient. Please check with your local customs and duties office for more information on these charges.
RETURNS AND EXCHANGES
Due to the nature of our bespoke products, you have 7 days to inform us of a return request and 14 days to make the return. Upon return request, we will give you full details of how to make the return. Custom orders, where marked are not eligible for return unless they are confirmed as faulty.
Please note that returns are your responsibility until they reach us so we suggest you retain proof of postage. This does not affect your statutory rights. Payment will be taken at the time of or shortly after you submit your order and in advance of shipping. For any further queries please contact hello@maisonag.com and we will be happy to assist.
FAULTY GOODS
Goods are faulty if they are received damaged or where a manufacturing fault occurs. Items that are damaged as a result of normal wear and tear are not considered to be faulty. If returning a faulty item, it is your responsibility until it reaches us so we recommend using a secure 'signed for' service for your return. Please contact us via hello@maisonag.com for your return details.
If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability. Where possible, we will offer to repair faulty items. If it cannot be repaired or the same product is not available, you are entitled to a full refund.