Refund policy

Returns & Refund Policy

At MAISIE LONDON, we take pride in the quality of our premium handcrafted homewares and accessories. Please read our policy carefully before placing your order.

1. 30-Day Guarantee for Damaged or Faulty Items Under the UK Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. We offer a 30-day guarantee from the date you receive your order specifically for items that are faulty, arrive damaged, or are significantly different from the product description. If your item meets these criteria, you are entitled to a replacement or a full refund. If you receive a defective or damaged product, please contact us immediately at [info@maisielondon.co.uk].

  • What we need: Please include your order number and clear photos or videos demonstrating the defect or damage.

  • The solution: Once we assess the issue, we will swiftly process a replacement or a full refund. You will not be required to pay any return shipping costs for genuinely faulty or damaged goods.

2. Your Right to Cancel (Change of Mind) In accordance with UK distance selling regulations, you have the right to change your mind and cancel your contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day you acquire physical possession of the goods. To exercise this right, you must inform us at [info@maisielondon.co.uk] within the 14-day window.

  • Conditions for Return: The goods must be returned to us in a pristine, unused condition, in their original packaging, and with all tags intact. We reserve the right to reduce your refund (up to 100%) if the value of the goods has been reduced by your handling of them.

  • Return Shipping Costs: For "change of mind" returns, you are strictly responsible for paying the return shipping costs.

  • Protection: We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot issue a refund until we have safely received the returned item at our designated return facility.

3. Order Cancellations & Goods in Transit If you need to cancel or amend your order before it ships, please contact us immediately at [info@maisielondon.co.uk] within 24 hours of placing it. We operate with an automated fulfillment system to ensure the fastest possible dispatch times. If your request is received within this 24-hour window and your order has not yet been dispatched, we will gladly cancel it and issue a full refund. However, once the 24-hour window has passed—or if your order has already been processed and dispatched—cancellations are no longer possible. Once goods are in transit, you must wait to receive them and then follow our standard 14-day Returns Policy (Section 2) if you still wish to return them.

4. Refunds Processing If your refund is approved (either for a faulty item or a valid return), it will be processed and automatically applied to your original method of payment.

  • For faulty items, refunds are processed within 7 business days of approval.

  • For "change of mind" returns, your refund will be processed within 14 days of us receiving the goods back in satisfactory condition.