Terms and Condtions

Delivery Information

At House of Maiden, each piece of jewellery is lovingly hand made in the UK by a team of highly skilled jewellers. Many of the pieces available for purchase from our website are made specially to order, therefore we ask that you please be aware of our delivery times.

For all of our jewellery, please allow a possible 2-3 weeks from the date that you place your order, until your jewellery is dispatched for delivery.

UK Delivery

Delivery costs £6.00 per order. We use Royal Mail Special Delivery, a secure, next day delivery service which requires a signature upon receipt.

Please note that although this is a next day delivery service – we will need to make the jewellery first once your order has been placed,. Therefore the next day delivery time is from the date of dispatch, not the date the order is placed. You will receive a confirmation email when your order has been finished and dispatched.

International Delivery

Delivery costs £10.00 per order. We use Royal Mail International Tracked & Signed service. Delivery times are estimated at 5-9 working days from date of dispatch.

Please note that we will need to make the jewellery once your order has been placed,. Therefore the next day delivery time is from the date of dispatch, not the date the order is placed. You will receive a confirmation email when your order has been finished and dispatched.

Your parcel will need a signature on arrival, so unfortunately we cannot send to an unmanned PO BOX.

Most of the time your order will be dispatched in a few days. But if you have left it a bit late and need something sooner, or by a specific date, then just give our Boutique a call on +44 (0) 7730 363 351.

Packaging

Your order will be dispatched in an unbranded external envelope.

Jewellery is packaged in an House of Maiden leather pouch, which is packaged in a protective external box.

Returns and Exchanges Policy

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 Hosue 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
FAO RETURNS
House of Maiden
63-66 Hatton Garden
London
EC1N 8LE
UK

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.

International Returns

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.

Please Note

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

In 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.

Gift Returns

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.

Late and Lost Deliveries

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with Royal Mail.

We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) – this is when the Royal Mail classes items as being lost.

International delivery – When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

tems not received but tracked as being delivered – This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.

House of Maiden cannot be held responsible for goods that are lost or delayed in transit.

Prices

Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling £GBP. If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit card.

We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.

Feedback and Complaints

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, email or letter, then it will be dealt with promptly. Please contact us here.

Privacy Policy

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Online Security

We do not store financial information like credit or debit card numbers on this site. All transactions are handled by a secure online independent payment service provider. We accept payment online by Visa, MasterCard, Maestro, Electron or Solo via the secure payment provider, paypal.

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Services and Conditions of Use

As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as ‘customer’ in this agreement.