Returns and Exchanges
If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us in it’s original condition within 14 days of receipt.
Please note that earrings are excluded from the refund policy due to hygiene reasons. We are unable to refund or exchange any earrings purchased at House of Maiden.
Also exempt from any refund or exchange are Bespoke, made to order items or jewellery altered to a customer request.
House of Maiden will not refund the original postage costs. Exceptions to this are when the item is returned within 7 days of receipt according to distance selling regulations, or the item is faulty upon receipt.
To return an item to us, please follow the below steps:
Contact us to request a Return Number.
This can be done via telephone on +44 (0) 7730 363 351 or via email here.
Returns must be made within 7 working days of being issued a Return Number.
Fill out the Returns Form that is included with your delivery. If you no longer have this form, then please request a copy along with your Return Number.
Securely package your item/s in it’s original box.
On the outside of the packaging, please make sure to clearly write your Return Number.
If you do not have the original Return Form address sticker, then please clearly address the package to:
House of Maiden
House of Maiden
63-66 Hatton Garden
Return the item to us via a secure, trackable service. If you are in the UK, we recommend Royal Mail Special Delivery.
House of Maiden does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsiblities are those of the customer.
When returning an item from overseas, please still make sure to follow the above steps.
House of Maiden does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsiblities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to House of Maiden.
Please take care if a customs declaration form is required, to correctly mark the goods as a ‘Returned Item’. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item. Alternatively you can contact the customer service team at House of Maiden for further assistance on +44 (0) 7730 363 351.
Any return received without a Return Number and completed Return Form will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.
Returns received outside of the above stated timelines are accepted at the discretion of House of Maiden.
Refunds will be issued within 15 days of House of Maiden receiving your return.
All refunds of undamaged and unworn products that have been correctly return, will be credited to the customer via the original method of purchase.
Returning Faulty Goods
the rare event that goods are delivered faulty or damaged please contact our customer services department on +44 (0) 7730 363 351 or email us so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement. We will bear the costs of postage to return the goods and issue a re-delivery.
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by House of Maiden, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.
If you have received an item as a gift, we will happily offer an exchange for an item of the same or greater value.
Please note that the above terms still apply to all exchange requests.
Online Order Cancellation
If you wish to cancel an order placed online at houseofmaiden.com please phone our customer service team on +44 (0) 7730 363 351.
Please note that orders can only be cancelled if they have not already been dispatched. If your order has been dispatched, then we are unable to redirect it, so request that you follow the above return instructions upon receipt. Providing that a Return Number has been requested within 7 days of receipt, then your original postage costs will be refunded along with the full cost of the item.
The above does not affect your statutory rights.