FAQs & CONTACT
Find answers to our most commonly asked questions:
Is personalisation free on all orders?
Yes. We offer free personalisation on all of our products.
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How do items come delivered?
We offer a range of packaging & delivery options, all of which can be selected at checkout. You can choose our eco delivery, which will deliver your product only (without a gift box and unnecessary packaging) or choose to have your item delivered in one of our luxury branded boxsets. Perfect for gifting!
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If I personalise my order, how long does it take to ship?
All orders, including personalised orders, are shipped within 48hrs of us receiving the order (Mon-Fri). Orders placed on the weekend will be start to be processed as of Monday morning.
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Can I return my item if it is personalised?
We do not accept returns on personalised items, as they cannot be resold. However, if there is a fault or issue with your item, this will of course be replaced.
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Are your items made of real leather?
All our items are made using the highest quality leather that is responsibly sourced from around the world. We strictly monitor & vet our suppliers every 3 months. We also offer Vegan leather options on some products and hope to increase this offering soon.
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Do you deliver worldwide?
Yes. We deliver to all countries around the world. We also offer free international shipping on orders over £29.
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Which couriers do you deliver with & how long does it take?
We use either Royal Mail or DPD for domestic orders, depending on which shipping option is selected. Shipping on UK orders is free over £29, or charged from £2.99 under this amount.
For international orders we ship using out shipping agent, transglobal to offer an extremely fast & secure delivery. Shipping is free over £29 or charged at £3.99 under this amount.
All our items are sent using a fully tracked service for peace of mind.
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My order hasn't arrived by the specified delivery date?
We're sorry your item has not arrived within the allotted time frame. Please allow up to 7 working days for standard delivery items (from the date of dispatch) & 3 working days for express delivery items for your parcel to arrive before reaching out to our customer care team. This will enable them to assist as well as possible, as before this, the courier will not provide us direct support.
If it has been longer than the timeframe stated above, please fill out the form at the bottom of this page and our team will be on hand to help!
All our items are sent using a fully tracked service for peace of mind, ensuring we can quickly identify and resolve any shipping issues.
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Can you personalise an item I already have?
Yes! We offer this service by post or by appointment at our studio. We can personalise all leather, faux leather, wood, paper & synthetic items. Please fill out the form below to enquire.
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Where is your studio based?
The Maison Prive studio is located in a idillic setting in Eastbourne on the Sussex coast of the UK. Set over 2 floors, our design studio & offices are home to all our operations. You are welcome to book an appointment to come in and see our items or have a special piece personalised same day. Please fill out the form below to enquire. Please note, visits are by appointment only.
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Need assistance with another question?
Contact our customer support team by email - help@maisonprivestudios.com
Or use the contact form below.
We endeavour to reply to all enquiries within 48hrs.