FAQ's
1. Where are your products made and shipped from?
All of our products are printed on demand and fulfilled by a carefully selected printer in either the UK or EU. Orders are automatically routed to the nearest print facility to your shipping address. This could be in the UK or Europe.
2. Do you ship internationally?
Yes! We offer worldwide shipping.
3. How much does shipping cost?
We offer flat-rate shipping:
UK & Europe: £5
International (outside UK/EU): £10
4. How long will my order take to arrive?
Orders are sent to production within 1 hour if placed before 16:00 GMT (Monday–Friday). Production takes 1–3 business days, and delivery times are:
UK & Europe: 2–7 business days
USA & Canada: 5–10 business days
Rest of the world: 7–21 business days
5. How do i care for my product?
To keep your items in the best condition, please follow the care instructions which are included in the product description for each item. Care instructions do vary, so please follow the instructions for your specific item to ensure longevity.
6. Can I change or cancel my order?
Because we use automated fulfilment, orders are sent to production within one hour. Once an order is in production, it cannot be changed or cancelled. Please double-check your details before placing an order.
7. Will I receive tracking information?
Yes, as soon as your order ships, you’ll receive an email with tracking details. Please allow up to 48 hours for tracking to update.
8. Will I be charged customs fees?
Some international orders may be subject to customs duties or taxes. These are set by your local customs authority and are the responsibility of the recipient.
9. My order hasn’t arrived. What should I do?
If your order hasn’t arrived within the estimated time frame, please check the tracking information first. If there’s an issue, contact us at info@maisonloupcollection.com, and we’ll look into it for you.
10. Can items arrive in separate packages?
Yes. To speed up delivery, items in the same order may be fulfilled and shipped separately at no extra cost.
11. What is your returns policy?
We offer a straightforward returns process. PLease refer to our Returns Policy for details on exchanges and returns, and ensure you check the size guide for your item before purchase.
12. What if my item arrives damaged or defective?
If your item arrives with a defect or damage, please email us at info@maisonloupcollection.com within 14 days of receiving your order. Include clear photos of the defect and your order number. Once we’ve reviewed the issue, we’ll contact you to offer a replacement or reimbursement, depending on your preference.
Please also see our Returns Policy for more information.
13. How do I contact you?
You can reach us anytime at info@maisonloupcollection.com, and we’ll endeavour to get back to you within 2 working days.