Shipping policy

When can I expect my order?

Once your payment has been confirmed, your order is prepared and dispatched. Orders placed before 17:00 (UK time) on a working day are processed the same day. Your order will be delivered in two stages:

Processing / handling time: 2-4 working days, Monday to Friday (your order is prepared and shipped out). Transit time: 5-10 working days, Monday to Friday (your order is on its way to you).

This means your total estimated delivery time is 7 to 14 working days within the UK.

The estimated delivery time has passed

Delays may occasionally occur due to unforeseen circumstances. If your package is confirmed lost by the delivery carrier, we will ensure that a new package is sent to you.

Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate delivery address when placing an order. If a package is returned or remains undelivered due to an incorrect or incomplete address, we cannot be held responsible. If the customer requests redelivery, additional shipping costs may apply. Note: If the customer refuses delivery or does not collect their order within the specified time period (usually 7-10 days), Maison Claire is not responsible for the refused or uncollected package and cannot provide a refund.

How much are the shipping costs?

We offer FREE shipping within the UK, including a Track & Trace number. Orders are shipped with trusted carriers, and the carrier may vary per order. You will receive your tracking details by email once your order has been shipped.

Where do our products ship from?

Maison Claire London is operated by OKE GROUPS, based in Amsterdam, the Netherlands. Our products are shipped directly from our fulfilment partners in China to your address in the United Kingdom.

Returns and Exchanges

I want to return an item. What should I do?

If you are not satisfied with your order, you may exchange or return it within 30 days of receipt. Products must be returned in their original condition, with all labels and tags attached. The product must not show any signs of use. Before returning your item(s), please contact our customer service at support@maisonclairelondon.com and inform us of the reason for your return so we can process your request correctly. All return shipments must include a Track & Trace code. The sender is responsible for the return shipment. Once we receive your returned goods in good condition, we will ensure that the purchase amount is refunded within 10 working days.

Cancellation Policy

Once an order has been placed and processed, it cannot be cancelled. If you wish to request a cancellation immediately after placing your order, please contact us as soon as possible at support@maisonclairelondon.com. We cannot guarantee that cancellation will be possible.

I have received a damaged product. What now?

We always strive to provide excellent service combined with high-quality products. However, in rare cases, you may receive a defective or damaged product. In this case, please follow these steps: Contact our customer service at support@maisonclairelondon.com and provide clear proof of the defect or damage in the form of a photo or short video. Upon receipt of the evidence, our team will review the case and forward it to the relevant department for validation. After confirmation, we will send you a FREE replacement. Once the replacement has been shipped, you will receive updated tracking information. Please note: According to our company policy, the customer is not required to return the damaged or defective item. In such cases, we provide a free replacement only.

How can I track my order?

You can find your Track & Trace code in the order confirmation email you received. You can track your order by entering your email address and order number.

The Track & Trace code does not provide information. How is this possible?

Tracking information becomes available once your package has been processed by the carrier. Please note that minor delays in tracking updates may occur. Occasionally, tracking systems may show temporary errors, which does not necessarily mean that your order has not been shipped.

ABOUT OUR COMPANY

This online store, Maison Claire London, is a trading name of and operated by: OKE GROUPS
Company address: Jarmuiden 27 A, 1046 AC Amsterdam, The Netherlands
Chamber of Commerce (KvK): 96615702
VAT Number: NL867683855B01
Email: support@maisonclairelondon.com
Phone (UK): +44 7882746838
Customer Service: Our team aims to respond to all inquiries within 24 hours on business days.