FAQ

Have a question? Below you'll find answers to some of the most common inquiries. If you can't find what you're looking for, feel free to contact us at contact@maison-loire.com.

Shipping & Delivery

1. What is your shipping policy?
We offer Free Standard Shipping across the United Kingdom on all orders. Each order is carefully packed and prepared for delivery to ensure it arrives in perfect condition.

2. Do you deliver to P.O. Boxes or pickup lockers?
At this time, we deliver only to physical residential or business addresses provided at checkout. Delivery to PO Boxes or BFPO addresses is currently not available.

3. What are your delivery times? Order Cut-off Time: 5:00 PM (GMT)

• Handling Time: Orders are typically processed and dispatched within 2–3 business days (Monday to Friday).
• Transit Time: Once shipped, delivery within the UK takes 8–9 business days (Monday to Friday).
• Total Delivery Time: You can expect to receive your package within 10–12 business days.

4. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email containing a tracking number. You can use this number to follow your shipment's progress directly on our website or via the carrier's portal (Royal Mail or ParcelForce).

5. Which shipping partners do you use?
We work with trusted UK shipping carriers, including Royal Mail and ParcelForce, to ensure reliable and safe delivery of your order.

6. What if my package is lost?
If your order has not arrived within the estimated timeframe (12 business days), please first check your tracking information. If there are no updates, contact us at contact@maison-loire.com. If a parcel is confirmed as lost by the carrier, we will send a replacement or issue a full refund in accordance with your rights under the Consumer Rights Act 2015.

7. What if my item arrives damaged?
We are very sorry if this happens. Please contact us at contact@maison-loire.com within 30 days of receiving your order. Please include your order number and clear photos of the damaged item and packaging so we can assist you immediately. You are entitled to a repair, replacement, or full refund under the Consumer Rights Act 2015.

Returns & Refunds

8. How do I return an item?
If you are not satisfied with your purchase, you can request a return within 30 days of delivery. Contact us at contact@maison-loire.com to start the process. Items must be unworn, unwashed, and include all original tags and packaging. Please note that under the Consumer Contracts Regulations 2013, you also have a statutory right to cancel your order within 14 days of receiving your items.

9. Can I cancel my order?
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items without giving any reason. If you wish to cancel before dispatch, please email us at contact@maison-loire.com within 12 hours of placing your order. Once the order has been dispatched, it must be handled as a return.

10. How long does it take to process a refund?
Refunds are processed within 7 business days after we have received and inspected your returned item. You will receive an email notification once the refund has been issued to your original payment method. Under the Consumer Contracts Regulations 2013, refunds are issued within 14 days of us receiving the returned goods.

11. Who pays for return shipping?

• Faulty or Incorrect Items: Maison Loire covers all return shipping costs in line with your rights under the Consumer Rights Act 2015.
• All Other Returns: The customer is responsible for return shipping costs. We recommend using a trackable service such as Royal Mail Tracked or ParcelForce, as we cannot be held responsible for lost return parcels.

Payments & Security

12. Which payment methods do you accept?
We accept the following secure payment methods:

• Credit/Debit Cards: Visa, Mastercard, American Express, Diners Club, Discover
• Digital Wallets: Apple Pay, Google Pay

13. In which currency are payments processed?
All transactions are processed in GBP (£ - Pound Sterling). All prices displayed on our website are inclusive of VAT where applicable. The total shown at checkout is the final amount you pay — no hidden fees or additional charges.

14. Are my payments secure?
Yes, 100%. All transactions are protected by SSL (Secure Socket Layer) encryption and are PCI-DSS compliant. Your payment details are never stored on our servers. UK customers making card payments may be prompted to complete a 3D Secure (3DS) authentication step as required by your bank.

Contact information

Any questions or just like to talk to us? Please don't hesitate to contact us via:

Maison Loire

Company Number: 17288317
Business Address: 128 City Road, London, EC1V 2NX, United Kingdom
Email: contact@maison-loire.com
Phone number: +44 7882 755 053

Customer Service (Opening Hours):

Monday - Friday: 09:00 - 18:00 (GMT)
Saturday and Sunday: 10:00 – 16:00 (GMT)