FAQ

Frequently Asked Questions (FAQ)

1. Do you ship to the United Kingdom?

Yes, we offer shipping across the United Kingdom. All orders are shipped from our fulfilment centre and delivered directly to your doorstep.

2. How long does delivery take?

The estimated delivery time is 5–12 business days (including processing time).

Please note that delivery times are estimates and may vary due to external factors such as courier delays or peak seasons.

3. What are the shipping costs?

Enjoy free UK shipping on every order. All shipping details are clearly displayed at the checkout before completing your purchase.

4. Can I track my order?

Yes. Once your order has been dispatched, you will receive a tracking number via email to monitor your delivery.

5. What is your return policy?

We offer a 14-day return policy.

You may return your item within 14 days of delivery, provided it is unused and in its original condition.

Return shipping costs are the responsibility of the customer, unless the item is damaged, faulty or incorrect.

6. How do I request a return?

To initiate a return, please contact our support team by email at info@maeslylondon.com or via our contact page.

Please include your order number and reason for return.

7. What if my item arrives damaged, faulty or incorrect?

Please contact us as soon as possible, ideally within 48 hours of delivery, and include your order number and photos of the issue. This helps us resolve the problem quickly.

We will arrange a replacement or refund at no additional cost to you, including return shipping.

This does not affect your statutory rights. Under the Consumer Rights Act 2015, you are entitled to reject faulty goods for a full refund within 30 days of delivery, and you may have further rights to a repair, replacement or refund after that period.

8. How can I contact Maesly London?

You can reach our customer support team via:

Email: info@maeslylondon.com
Phone: +44 7473 951466
Contact form: maeslylondon.com/pages/contact

Customer Service Hours:
Monday to Friday | 09:00 - 17:00 (UK Time)
Saturday & Sunday | 10:00 - 16:00 (UK Time)

We aim to respond to all inquiries within 24 hours.

9. Can I change or cancel my order?

Orders can be modified or cancelled before processing begins. As orders placed before our daily cut-off time (17:00 UK Time, 15:00 on Fridays) are usually processed the same day, please contact us as soon as possible after placing your order.

If your order has already been processed, changes or cancellations may no longer be possible.

10. Are my payments secure?

Yes. We use trusted and secure payment providers to process all transactions.

11. What payment methods do you accept?

We accept the following payment methods:

• Visa
• Mastercard
• Maestro
• UnionPay
• Shop Pay
• Apple Pay
• Google Pay

The payment methods shown at checkout may vary depending on your location and device.

12. Where is your business based?

Our business address is Unit G17, Atlas Business Centre, Oxgate Lane, Cricklewood, London, NW2 7HJ, United Kingdom.

We are an online-only store and do not have a physical shop. Orders are shipped from our fulfilment centre.