At Maison Close Sales, we are committed to providing a premium shopping experience from selection to delivery. Our white-glove service extends to every aspect of your order, including shipping and returns.
Shipping Information
Order Processing
All orders are processed within 1-2 business days (Monday-Friday, excluding public holidays). You will receive a confirmation email with tracking information once your order ships.
Shipping Methods
We offer two shipping options to suit your needs:
- Standard Shipping (£12.95) – Delivered via DHL or FedEx within 10-15 business days after dispatch
- Free Shipping – Available for orders over £50, delivered via EMS within 15-25 business days after dispatch
Please note: Delivery times are estimates and may vary depending on your location and customs processing. We cannot be held responsible for delays caused by customs or other third parties.
International Shipping
We ship worldwide (excluding Asia and certain remote regions). International customers are responsible for any customs duties, taxes, or fees imposed by their country.
Returns & Exchanges
We want you to be completely satisfied with your premium fashion purchase. Our returns policy reflects the quality standards of our collections while ensuring a seamless experience.
Return Policy Overview
- Returns accepted within 15 days of receiving your order
- Items must be in original, unused condition with all tags attached
- Original packaging and proof of purchase required
- Original shipping fees are non-refundable (except for faulty items)
Important Exception: For hygiene reasons, swimwear marked as “Final Sale” cannot be returned or exchanged unless faulty. All other swimwear must have hygiene seals intact.
Return & Exchange Process
Step 1: Initiate Your Return
Email our customer service team at [email protected] with the following information:
- Subject: Return/Exchange Request – Order #[Your Order Number]
- Product name, size/color, and reason for return/exchange
- Confirmation that the item meets return conditions
- Your full name and contact number
Step 2: Receive Return Authorization
Within 1-2 business days, you’ll receive:
- A prepaid return shipping label (for faulty items)
- Detailed return instructions
- Our UK returns center address
Step 3: Package and Ship Your Return
Please:
- Repackage the item securely in its original packaging
- Include all tags and documentation
- Attach the return label clearly
- For your protection, use a tracked service and retain proof of postage
International Returns: Customers outside the UK are responsible for return shipping costs unless the item is faulty. Please mark packages as “Returned Goods” to avoid customs charges.
Step 4: Processing Your Return
Once received at our returns center:
- Quality inspection completed within 3-5 business days
- Email confirmation sent when:
- Your refund has been processed
- Your exchange item has been dispatched
Refund Information
Approved refunds will be processed to your original payment method within:
- Credit card payments: 5-7 business days after approval
- PayPal payments: 3-5 business days after approval
Exchange Policy
We’re pleased to offer exchanges for size or color alternatives, subject to availability:
- The process is identical to returns
- You will be notified if your requested item is unavailable
- Price differences will be charged/refunded as applicable
- Exchanges ship via our standard delivery methods
Faulty or Incorrect Items
If you receive a damaged, faulty, or incorrect item:
- Contact us immediately at [email protected]
- We will arrange:
- A prepaid return label
- Priority processing of your replacement or refund
- Where available, advance shipment of replacement items
Contact Us
For any questions regarding shipping or returns:
- Email: [email protected]
- Postal Address: Maison Close Sales, 75 St Ann Way, Gloucester, GB GL6I 8JC
We aim to respond to all inquiries within 24 hours during our business hours (Monday-Friday, 9:00-17:00 GMT).