Delivery & Returns
At Maids to Measure™ we make every effort to ensure your purchase gets to you as quickly, safely and cost effectively as possible. Please note, however, that the delivery of your order may be restricted depending on the size, weight and chosen destination of the package. Other factors such as weather and mechanical difficulties can also result in later deliveries. If the delivery address is different to the billing address then we may have to run further checks to ensure your credit card security, this may result in longer delivery times.
Orders can be delivered to either business or residential addresses, however all packages will require a signature on receipt of delivery. It is customary for the dispatch companies we use to leave a notification card with their contact information if the delivery address is unattended at the time of delivery, however this may not always be the case. Maids to Measure™ cannot take responsibility if a notification card is not left in any instance.
Delivery charges and times
We've tried to keep our delivery costs as straightforward and cost-effective as possible while still offering a great service.
Postage is charged at £4.99 per order
UK delivery 2 to 3 days
Europe delivery 2 to 11 days
International 3 to 17 days
Dresses turnaround times (dependant on stock levels)
If you require any further information about ordering online and delivery information, then please contact us via email to info@maidstomeasure.com
There may be an additional customs tax and country import duties that will need to be paid by the recipient. You will be liable to pay all duties and taxes. Duties and taxes are nonrefundable. As this varies per country, this has not been included in your total invoice or shipping rate so please be aware of this if you are ordering from outside the U.K.
UK Returns
We offer a 14 day return policy, starting from the day you receive your order. Just follow these five simple steps:
- Click Here to start your return via our returns portal using your order number and email address.
- Select the item(s) you wish to return and the reason for return.
- Select your preferred shipping method and label option.
- Drop off your parcel!
All items must be unworn with all tags still attached. Once we receive your return, please allow up to 10 working days for your refund to be processed.
UK customers can initiate a return below.
Maids to Measure Returns Portal
In the unfortunate event your item arrives in a less than perfect condition please see our faulty policy prior to making a return.
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For international returns please see below.
For more details and to make sure your return meets are criteria please see our full returns policy below.
RETURNS POLICY
UK RETURNS
We no longer offer free UK returns, our returns fee options start at £4.50.
For UK customers please follow the returns process by clicking the "Start a UK Return" link above.
You’ll need your email address and order number handy (This can be found on your order confirmation email).
To ensure your return is accepted please ensure this meets our return criteria. All customer returns will undergo a thorough inspection, if an item(s) is returned in a non-saleable condition, we reserve the right to refuse a refund request and ship item(s) back to the customer.
Please remove or hide your original delivery label to avoid your parcel being returned back to you.
Obtain your proof of postage receipt. Should your item go missing in the post, we will request the proof of postage in order to process your refund.
We reserve the right to withhold all or part of your refund if items are returned damaged or worn. Please see our returns criteria here for more information.
Please kindly note, we are unable to offer exchanges or accept unwanted returns on earrings due to hygiene reasons.
Once your return has been delivered to our UK warehouse, please allow 10 working days for a refund to be processed.
Returns policy
We offer a strict 14 day return policy for online purchases on full priced items. For all returns you will be required to send the products back to us (at our warehouse). For returns outside of the UK, the same 14 days applies. We are unable to fulfil exchanges, we would ask you to return your items within the returns period for a full refund and then repurchase them. Please note we do not cover return costs.
- Ensure you return your item(s) within 14 days (where applicable) of receiving them. The goods must be returned unused, in their original, undamaged packaging, with labels.
- We strongly advise that you keep hold of any tracking number that the post office gives you. We regret we cannot be held responsible for the non-delivery of returned goods
- Faulty items must be reported within 7 days of receipt. We may not be able to offer a refund or exchange outside this window.
Refunds
- PLEASE NOTE: you will receive your refund credit within 10 working days of the item(s) being received back at our warehouse.
- We can only issue refunds on items that are shipped back to us within 14 days of receipt.
- All successfully returned items will only be refunded to the account used to originally purchase the items(s). We are also unable to refund any shipping charges.
- Please note that we are unable to refund any duty paid on the items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs & Excise.
- Please note that international returns will need to add the following before our warehouse address to avoid items being held at customs: ‘GOODS FROM THE UK BEING RETURNED FOR EXCHANGE’
- APPOINTMENTS must be cancelled at least 48hrs before they're scheduled to be eligible for a refund.
Sale Items
- We can only issue refunds on items that are shipped back to us within 14 days of receipt.
- This does not apply to faulty or incorrectly supplied products where your statutory rights are unaffected.
DAMAGED / FAULTY POLICY
To help us fix the issue for you as quickly as possible, please contact us prior to posting any faulty items back to us. Please contact our customer care team with the below information:
• Your name
• Order number
• Product name
• Picture and description of the fault
• Picture of the packaging to show how your order arrived.
The above information will ensure our customer care team can advise you quickly and correctly the best method for resolution.
Any item(s) where a fault has been caused due to customer negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.
INTERNATIONAL RETURNS
Please note we do not cover the cost international returns at this time.
1) Check all returning items meet our returns criteria
2) Complete the return form which is inside your order - ensure you include your order number and reason for return.
3) Securely package your return with the form inside – if you
use your original packaging, you’ll need to cover the delivery label to stop your parcel being returned to you.
4) On the outside of the parcel you’ll need to clearly write your order number along with the phrase ‘RETURNED GOODS’
5) Return your parcel to our address below via any courier of
your choice – we advise a tracked/insured service
Our returns address is:
Maids to Measure
Hawes & Curtis,
Unit 4 Haselmere Business Centre
Enfield
EN1 1DX
Please ensure to keep your proof of postage receipt until you have been refunded. This helps us track your return.
Please note that Maids to Measure does not assume any responsibility for return packages that are lost, stolen, or mishandled.
We reserve the right to withhold all or part of your refund if items are returned damaged or worn. Please see our returns criteria for more information.
Once your return has been delivered to our UK warehouse, please allow 10 days for a refund to be processed. Postage charges will not be refunded.