DELIVERY & RETURNS

Our delivery prices are flat rates calculated based on the weight and size of the parcel. If you are charged excessively for shipping its our policy to partially refund your shipping costs after the goods have been despatched. If you have any queries regarding our shipping costs please contact us at info@maisonlelou.com

We'll aim to despatch your order within 1-2 working days of your purchase. After your order is despatched you will receive an email with tracking information.

 

FREE UK DELIVERY:

Delivery is free of charge to any UK postcode for all orders over £100. Your order will be sent using a Standard 3-5 days service. A signature will be required for delivery. 

 

UK EXPRESS DELIVERY:

We also offer an express service for UK orders, so you should get your purchase within 1-2 days of ordering.  Please contact us via email if you require your order urgently, we will always do our best to accomodate your needs.

 

DELIVERY OPTION	PARCEL SIZE	DELIVERY TIME	PRICE
Standard Delivery - UK Orders Over £100 Tracked & Signed For	All	2-5 days	Free
Economy Delivery -UK Orders Under £20 No Tracking/No Signature Required	Small Parcel	3-5 days	£3.50
Express Delivery - UK Tracked & Signed For	Large Letter - Stationary	1-2 days	£2.80
Standard Delivery - UK Tracked & Signed For	Small Parcel	3-5 days	£4.50
Express Delivery - UK Tracked & Signed For	Small Parcel	1-2 days	£5.50
Express Delivery - UK Tracked & Signed For	Medium & Large Parcels	1-2 days	£9.95

 

JERSEY & GUERNSEY:

Orders to Jersey & Guernsey are posted via Royal Mail or Parcel Force and will require a signature upon delivery.  Orders placed before midday will generally be received the next day.

 

DELIVERY OPTION	PARCEL SIZE	DELIVERY TIME	PRICE
Express Delivery - Jersey & Guernsey	Large Letter - Stationary	1-2 days	£2.80
Standard Delivery - Jersey & Guernsey	Small Parcel	3-5 days	£3.95
Express Delivery - Jersey & Guernsey	Small Parcel	1-2 days	£4.75
Express Delivery - Jersey & Guernsey	Medium Parcels	1-2 days	£6.50
Express Shipping - Jersey & Guernsey	Large Parcels	1-2 days	£14.50

 

 

EU & INTERNATIONAL DELIVERY:

DELIVERY OPTION	PARCEL SIZE	DELIVERY TIME	PRICE
Standard Delivery - EU - Zone 1 Incl: Belgium, France, Italy, Germany, The Netherlands. For full list click here	All	2-8 working days	£10.50
Standard Delivery - EU - Zone 2 Incl: Sweden, Denmark, Norway, Finland, Greece. For full list click here	Small	2-8 working days	£12.50
Standard Delivery - EU - Zone 2 Incl: Sweden, Denmark, Norway, Finland, Greece. For full list click here	Medium / Large	2-8 working days	£22.50
Standard Delivery -   USA & Canada	Small Parcel	5-10 working days	£15.50
Standard Delivery  -  USA & Canada	Medium Parcels	5-10 working days	£25.00
Standard Delivery  -  USA & Canada	Large Parcels ( Beds)	5-10 working days	£60.00
Standard Delivery -   Rest of the world	Small Parcel	5-10 working days	£17.50
Standard Delivery -   Rest of the world	Medium Parcels	5-10 working days	£25.00
Standard Delivery -   Rest of the world	Large Parcels ( Beds)	5-10 working days	£55.00

 

All international orders are despatched on a DDU (Delivery Duty Unpaid) basis. Please see our full terms and conditions for more details. 

Overseas delivery charges will be quoted and charged on a flat rate basis. If a shipping rate is not available for your delivery address please contact us for a quote at info@maisonlelou.com. If an item is out of stock, this will be indicated on the Website whenever possible. Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days. If we are unable to perform the whole or part of the order due to any cause or event beyond our control we may by notice in writing to you cancel or suspend the order in whole or in part without liability. We may deliver separately the Goods which make up your order. Where we do so, you will only incur one delivery charge. Title to the Goods shall pass to you on payment in full of the price of the Goods. All international orders are despatched on a DDU (Delivery Duty Unpaid) basis.  

 

RETURNS FROM CUSTOMERS IN THE EUROPEAN UNION:

You may cancel your order up to fourteen days from the day on which you receive the Goods. If you wish to cancel your order, you will have to return any items within seven days of when you tell us that you would like to do so and at your own cost for return or exchange as required. Please email us at info@maisonlelou.com to request a return or exchange.

Please ensure the goods are suitable packed and in a resalable condition. Any additional items such as our wash care packs and leather care balms are also returned with the order unless you are exchanging the items. 

Once the returned goods have been received in a resalable and unused condition, we will action your refund as soon as possible and in accordance with the requirements of the Consumer Protection  (Distance Selling) Regulations 2000.

Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. All goods returned to us must be unused, in their original packaging and in resaleable condition. Should you fail to return such goods to us, we may arrange for their return to us and we will charge you any reasonable expenses incurred in our doing so. If you have ordered any service from us you have seven working days after the day that you place your order in which to cancel. However your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period. In the case of cancelled orders, payments will be refunded within thirty days. Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number. We regret that orders for Goods made to your specifications and gift wrapping will not attract any right to cancel. All goods should be returned to the following address: -

Maison Le Lou Returns
2 Greenbank Gardens 
Guiting Power
Cheltenham
GL54 5UU

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.

If you return your order in full or part for a refund, we will refund the product sales amount minus the original shipping charge. If you return part or the entire order for exchange, we will not refund the original shipping charge however we will ship the replacement goods to you without additional charge.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

RETURNS FROM CUSTOMERS OUTSIDE THE EUROPEAN UNION:

You may return to us any goods that you have ordered for exchange or refund within fourteen days of the day on which you receive the Goods. Please email us at info@maisonlelou.com to request a return or exchange.

 You will have to return any items at your own cost. We will be unable to refund the original shipping cost that was charged to you when you placed your order (unless all the goods ordered were faulty or not as ordered in which case we will refund the original shipping charge). In addition, we will charge you a further amount that will be advised to you if you ask us to ship goods to you as an exchange unless the goods that were originally supplied to you were faulty or not as ordered. Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. All goods returned to us must be unused, in their original packaging and in resaleable condition. If you have ordered any service from us you have seven days from the day that you place your order in which to cancel. However your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period. In the case of goods returned for refund, payments will be refunded within thirty days of our receiving the goods in good condition. Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number. We regret that Goods made to your specifications may not be returned unless they are faulty. We are unable to refund gift wrapping charges. All goods should be returned to the following address: -

Maison Le Lou Returns
2 Greenbank Gardens 
Guiting Power
Cheltenham
GL54 5UU

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.:

 

TRANSIT DAMAGE:

You must inspect the Goods at the place and time of delivery and notify Us of any shortages, defects in the Goods, or of any other complaint immediately and in any case within ten working days from the date the Goods were delivered, failing which the Goods will be deemed to have been accepted and to be in good working order. Our liability for short delivery is limited to making good the shortage. Where Goods prove to be faulty, We will replace them without charge, or give a full refund within 30 days of the date of the delivery. Where Goods are faulty or not as ordered, We will reimburse the cost of delivery back to Us should We ask You to return them to us.