What is Maison Crown's general return policy?

We accept returns for most items within 14 days of delivery.

The item must be in its original, undamaged condition.

If the packaging is too damaged to re-use or you no longer have the packaging, you can use a similar-sized box or one no longer than 108 inches to repackage the item. Please use the same number of boxes that the item was originally delivered in. If the item was delivered unassembled, it should be returned unassembled. If packaging was removed as part of the delivery process, no packaging will be needed.

For rug returns, please return your rug in its original condition and packaging, or secure it using similar packaging if the original is unavailable.

Extended Holiday Returns Policy: Every year, we offer extended returns during the Holiday period. All articles purchased between 1 December and 31 December can be returned until 31 January.

How do I return an item?

1 - Visit the My Orders section of My Account.

2 - Identify and select the return option for the item you wish to return.

3 - Complete the online form, including selecting the desired return and refund method.

After setting up the return, you will receive a confirmation email with specific instructions. This will also contain any return labels you need. Please refer to this email if you have any questions. If you do not see the email within 24 hours, please check your spam folder or Safe Sender List. We make every effort to ensure that these emails are delivered.

You may receive a special offer to accept a discount to keep the item instead of going through the hassle of returning it. This is a special offer just for you and the amount cannot be changed. If you do not wish to accept the discount, you can decline and proceed with setting up a return.

Will I have to pay for return shipping fees?

There is a return shipping charge, which varies between £4.99 and £9.99 for small parcel carrier services, and from £20.00 to £50.00 for large parcel carrier services. You will be advised of the relevant fee when you set up your return, and it will then be deducted from your refund.

The reason we charge a return shipping fee is to allow us to provide low prices across our site.

If an order is returned because you refused delivery, the appropriate return costs will be charged and deducted from your refund.

When will I receive my refund?

If your item is being returned, we'll initiate your refund when we receive your item(s) at our Return Center.

When a refund has been initiated, it typically takes 3-5 business days, though in some cases it may take up to 2 weeks.

For more details regarding refunds and the timing of refunds, please review our Refunds article.

How do refunds work with shipping fees?

For full cancellations or returns, i.e. you decide to cancel or return the whole order, the shipping fee will be refunded in full.

For partial cancellations or returns, e.g. you decide to cancel or return only one out of three items you ordered, the shipping fee will be refunded proportionally to the value of the item that is cancelled or returned. To see the shipping fees for items you already ordered, please refer to your invoice in the My Orders page.

What is Maison crown's mattress return policy?

Every mattress comes with a 15 days-night trial. If you don't love your new mattress within the first 15 nights, you can arrange a return for a fee ranging from £20 to £30. This excludes Mattress Toppers, Crib Mattresses, Air Mattresses, and Open Box Mattresses.

If your mattress has not yet been removed from the vacuum packaging, you can return it as normal via “My Orders” in My Account. If the packaging has been opened, please contact us directly, so that we can provide assistance and note that the mattress will need to be covered for return.

Can I exchange my item for something else?

We don't offer direct exchanges.

Should you wish to change your item for something else from Maison crown, you can set up a return, following our general return policy, through My Account, and choose Store Credit as your refund method. Once the item has been returned, and the refund processed, you can then place a new order. Note: Some payment methods (e.g. financing payment options) might not be eligible for store credit refunds - if Store Credit does not appear as an option when setting up the return, this is likely due to your original payment method.

Your return ship fee will be automatically deducted from the refund amount.

What do I do if I receive the wrong number of labels after setting up my return?

If you've received too many labels, you don't need to do anything. Just use the label(s) that you need. If you've received too few labels for your return, please contact us and we'll fix this for you.

Who will be collecting my return?

Depending on the size of the item, it will be returned either via a Small Parcel return or a Large Parcel return.

Can I change my collection address after a return has been created?

The majority of our collection carriers allow you to change the address from which your parcel return is being collected.

What does it mean if my item is classified as a ‘Heavy Return’?

Items weighing 500 kg or more, e.g. garden sheds, are considered heavy items because they exceed the maximum weight accepted by our normal carriers.

At Maison crown, we offer many products that require a supplier to deliver the item directly to your door instead of using a third-party carrier service. These tend to be seasonal products like garden sheds, tool sheds, summer houses and more. We would ask that you contact us so that we can support you in setting up your return.

Are there any items that cannot be returned?

Yes, the following item categories cannot be returned:

Can I cancel my return if I change my mind?

Yes, you can request to cancel your return through My Account However, please note that a return carrier may show up to pick up the item. If the carrier shows up, please advise them that you have cancelled the return.

My item was already sent back before I accepted delivery. What do I do now?

If you refused or cancelled delivery on your order and the carrier agreed to send it back to Maison crown without a standard return being set up, we recommend that you Contact us as we will need to review the order and track the parcel.

If an order is returned to us because you refused delivery from a carrier, you will be charged the appropriate return costs, which will be deducted from your refund. This return fee is also applicable if you wish to cancel an item when it is already in transit. Please note that this is not a standard return process – Maison crown does not have visibility on the returned item and a refund is not guaranteed.