We aim to make your experience with us as simple and straightforward as possible. Once your online transaction has been completed, your order will be confirmed by email within 24 hours.
Your article(s) will be shipped to you directly by our individual supplier(s), therefore shipping times may vary and your order may arrive in multiple packages. But rest assured, we promise your delivery fee will never exceed £30 no matter how many suppliers you buy from (excluding special & heavy deliveries). Delivery costs do not include any taxes or duties, which may be applied by customs at the destination country. Any duties or taxes incurred are the responsibility of the recipient.
We 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 cannot be guaranteed. Once your order is dispatched, you will receive a code that will allow you to track your package(s).
Have questions about your order? Email firstname.lastname@example.org or check your recent orders in your Account for the latest information on your delivery.
Change your mind? If the items you purchased 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. 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.
Follow these simple steps: access your recent orders in your account within 14 days of delivery, notify us of your intention to return the article(s) by choosing the product in your order and clicking on return and refund button. 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. Once we receive your return, we’ll credit your original form of payment. Please allow 2-3 weeks for your return to be received and processed. Unless a mistake has been made by us or the article is defective, returns are at your cost.
In the unlikely event the article you ordered is defective, please log in into your account within 24h of delivery and notify us using the return & refund function in your recent orders, provide a description of the damage or error and include a picture of the faulty item.
Our team will assess your complaint and tell you how to return the item or arrange to collect the item from you, and either give you a full refund or order you a replacement. Shipping costs are on us.
Note that unless 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.
Maison Flâneur will not assume any liability for reimbursement or compensation in the event that return packages are lost, stolen, or mishandled by the carrier.