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Shipping policy

SHIPPING

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Dispatch and delivery times vary, see below as a guide:

In stock/Ready to go products: our brand partners will typically aim to dispatch your order within 72 hours. Made to order products: please refer to the product page for more details on lead times and specific delivery information.

Please note your article(s) will be shipped to you directly by our individual supplier(s), therefore please note shipping times may vary depending on your proximity to your article’s country of origin.

Even so here at Maison Flâneur work with exclusive artisan houses and independent manufacturers around the world which means the delivery timeframes indicated in your confirmation order email are estimates and are also impacted by where your piece is made and whether your piece is indicated as in stock or made to order for you.

 

WHERE DO YOU SHIP TO?

We currently ship within the UK, Europe & the US- If you are located, or wish to deliver to- anywhere else in the world please email hello@maisonflaneur.com and we will do our absolute best to help.

 

HOW MUCH DOES SHIPPING COST?

Your orders are unique and originate from a plethora of specialist artisans around the world, so shipping costs vary and are visible at checkout. There may be shipping charges from different vendors applied at checkout depending on which brand the articles you order originate from.

Unfortunately delivery costs do not include any taxes or duties, which will be applied by customs at the destination country. Any duties or taxes incurred are the full responsibility of the recipient.

HOW WILL I RECEIVE MY ORDER?

Each of our brand partners will prepare and ship your products to you directly, and your order may arrive in multiple packages as it will be shipped by individual suppliers.

MY ORDER IS A PRESENT, IS IT POSSIBLE TO HAVE IT GIFT WRAPPED?

As some of our orders are shipped by our brand partners we can't guarantee this, but of course if you drop a line to hello@maisonflaneur.com we will do our very very best! 


CAN I CHANGE A DELIVERY ADDRESS ONCE I HAVE PLACED MY ORDER?

Making this change might potentially be possible before dispatch. Alas, please note we will be unable to amend or cancel your order once it has been shipped so please please PLEASE double-check your details.

 

OTHER QUESTIONS?

If you have a specific question about your order which isn’t answered here OR on our FAQ page, email us on hello@maisonflaneur.com and we’d be happy to help!

 

RETURNS 


WHAT IS YOUR RETURNS POLICY?

We really hope you are happy with your Maison Flâneur order, however we know sometimes things don’t work out. If the articles you purchased are not custom made items and are eligible for return & refund, we will gladly refund any items purchased at full retail price and returned within 14 days of delivery, in their original condition. 

Please note made to order products and original art can’t be returned. Please do ensure you check the product descriptions before your purchase as our made-to-order items -e.g rugs, custom ceramics, vintage pieces- are not eligible for return.


HOW DO I RETURN A PRODUCT?

Follow these simple steps:

  1. Notify hello@maisonflaneur within 14 days of delivery to inform us of your intention to return the article(s) and by sending us your order confirmation with the following details:
    • Your order number
    • The product(s) you would like to return
    • The reason for your return
    • We will respond with the return address(es). Our customer service team will review your request and come back to you with further instructions. If your return is accepted, our team will tell you how to return the item or arrange to collect the item from you. 
  2. Package your order securely and send it back to the brand. Please note: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.  Unless the articles are defective, please note you are responsible for the cost of the return shipment. We really advise using a tracked service to ensure your delivery makes it back to the brand safely and securely, so please retain your proof of postage.
  3. Once your return has been safely received and we have been notified by the brand, we’ll credit your original form of payment (including gift cards). Please allow 2-3 weeks for your return to be received and processed and please allow at least 7-10 days for the payment to appear back into your account. Unless a mistake has been made by us or the article is defective, returns are at your cost.


WHICH PRODUCTS ARE NOT ELIGIBLE FOR RETURN?

Unfortunately, unless they are faulty we are unable to accept returns on articles that are perishable, plants, perfumes and toiletries, made-to-order products and any other item that has been used, returned without the original tags and packaging or in an unsaleable condition. Just to emphasize, made-to-order products and original art are non-returnable and non-refundable. This means unless the item is proved to be defective, we aren’t able to accept a return or cancellation request as the item you ordered has been especially made for you.

WHO IS RESPONSIBLE FOR THE SAFE RETURN OF MY PRODUCT?

Please note that you, the customer, are responsible for the safe return of product(s) to our brand partners. We are therefore not liable for any products damaged caused by poor packaging upon return to the brand. Maison Flâneur can also not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the carrier.



DAMAGES & FAULTS

 

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?

Though we and our brand partners take the utmost care in checking products and packaging orders before dispatch, accidents do occasionally happen. In the rare occurrence that an order arrives damaged or has a fault, please notify us within 24 hours of delivery.

HOW DO I REPORT A DAMAGED OR FAULTY PRODUCT?


  1. Email us on hello@maisonflaneur.com within 24 hours with the following:
    • Your order number
    • A detailed description of the damage or fault
    • Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles *This is important as without evidence we cannot offer a replacement or refund, and are unable to raise a claim with the courier.
  2. We will be in touch to confirm if you would like a refund or replacement and arrange this accordingly with our brand partner.
  3. Please keep the damaged or faulty product and packaging until we confirm what to do with it. The brand may wish to receive it back, or the courier may ask to inspect it as part of our insurance claim. If the product is irreparable or not in a suitable condition to return (such as broken glass), we will likely ask you to dispose of it.
  4. If you choose a refund, you will be refunded as soon as we receive satisfactory evidence of the damage or fault. If you choose a replacement, it will be sent out as soon as possible if the damaged or faulty product is to be disposed of. If the brand would like the damaged or faulty product returned to them, we will arrange to have your replacement sent as soon as they receive it back. *Please note replacements are subject to availability and may result in an additional lead time if made to order.


In the case of an item proven to be damaged, the return and redelivery fees will be covered by us.


 LOST & MISSING ORDERS


WHAT HAPPENS IF MY ORDER ARRIVES INCOMPLETE?

Each Maison Flâneur order is as special and unique as our customers themselves. As products are shipped directly by our supply partners, sometimes shipping times may vary and you may receive your order in separate packages. Please refer to your confirmation email for the different tracking details!


WHAT HAPPENS IF MY ORDER IS LOST OR MISSING?

If your order does not arrive within 1 week of dispatch, check the tracking number in the dispatch notification we emailed you. In most cases, your order will have been delivered to an access or collection point either due to a failed delivery attempt or customs/duties owed at your country’s point of entry.

In the rare situation that your order has been marked as delivered but hasn’t arrived or been delivered to a collection point, or there is no update to the tracking since dispatch, please email us on hello@maisonflaneur.com as soon as possible (no later than 14 days after dispatch) so we can open an investigation with the courier.

In the event the courier is unable to locate your order, we will offer to replace or refund your order. Please note we are not able to issue a replacement or refund until we receive an update from the courier as orders are often found and delivered after an investigation is opened.


I URGENTLY NEED HELP WITH SOMETHING NOT COVERED IN THE ABOVE. HOW DO I REACH YOU?

Please reach out to us on hello@maisonflaneur.com and we will, of course, do our absolute best to help you!

 

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