Shipping & Returns
Delivery
We aim to dispatch orders within 3 - 5 working days, although many orders do go out the next working day. Please note orders are only processed Monday to Friday.
UK: All orders in the UK mainland are sent via Royal Mail 2nd Class Standard (2-3 working days). This option is not tracked.
Rest of the World: Unfortunately we can't ship internationally on this website. However you can buy Maison Phoenix goodies over on our Etsy shop.
Please note it is the customer's responsibility to cover any additional customs charges for overseas orders.
Wrong/Incomplete Delivery Address
If you have entered an incorrect address, please contact us immediately and we will happily change your address for you.
If your address is not updated before dispatch, we are not responsible for any lost item(s). If the parcel is returned to us, we will give you the option to either pay for shipping it to the correct address, or refund the item(s).
If a shipping address is inaccurate or incomplete, the order will not be eligible for a refund or replacement.
Lost Item(s)
If you have allowed 14 working days from dispatch and have not received your item(s) yet, please reach out to us for potential lost parcels.
Damaged Item(s)
We package our orders with lots of care to avoid damage in transit. However if your item does arrive damaged, please do get in touch with a photo of the item(s) within 48 hours of receipt.
Returns
We understand that you may change your mind about something you have bought online.
You have the right to cancel within 14 days of receiving your order. We can offer a refund (excluding cost of delivery) and request that you return the item(s) unused to us.
How To Return: Please send us a message to let us know you are returning your order and we can let you know our returns address. The return cost will be down to the customer to pay. We recommend sending the return parcel via a tracked delivery service and obtain proof of posting.
Please note that when returning an item your original shipping cost will not be refunded.
If you have any further queries regarding your order, please contact us.