DELIVERY AND RETURNS

Order Processing & Delivery
Our standard order processing time is 2–3 working days before dispatch (excluding Next Day Delivery orders). However, we aim to process and dispatch all orders within 1–2 working days whenever possible. Please note that during busy periods, including sales and promotional events, processing times may be slightly longer than usual. Once your order has been processed and dispatched, you will receive a confirmation email with your delivery details.

UK
(Excluding Northern Ireland, the Channel Islands & Scottish Highlands)

We work with Royal Mail for small items under 2kg and Couriers DPD & Fedex for larger items and international delivery. Please note, shipping time is in addition to the processing time.

Shipping Rates

*Free Standard Delivery on orders over £75 to mainland UK addresses only.

NORTHERN IRELAND, THE CHANNEL ISLANDS & SCOTTISH HIGHLANDS

The above shipping rates apply, however, you may be subject to extra charges on top of the standard UK delivery charges.

Receiving Your Delivery
All orders are sent using a tracked and signed-for delivery service. The contact details you provide at checkout will be shared with our delivery partner so they can keep you updated on the progress of your order, including your estimated delivery date and delivery time where available. Please ensure that someone is available at the delivery address to accept and sign for your parcel. A signature is required for all deliveries and serves as proof that your order has been successfully delivered.

Damaged on Arrival
We take great care to ensure all orders are packaged securely to minimise the risk of damage during transit. However, on rare occasions, items may be damaged in delivery.

If your parcel arrives with any visible damage to the outer packaging, please take photographs before opening it. If your order contains ceramic or other fragile items, please open the parcel with care, as any broken pieces may be sharp. We recommend wearing protective gloves to help prevent injury.

If you discover any damaged items, please email sales@maiagrace.co.uk within 48 hours of delivery. Please include:

• A list of the damaged item(s)
• Clear photographs of the damaged item(s) from multiple angles (including close-ups)
• Photographs of the outer packaging

Provided these conditions are met, we will assess your claim and, at our discretion, offer either a replacement or a full refund for the damaged item(s). Please do not dispose of the item(s), as we may want the damaged item(s) back for inspection. We will provide a return address and, where appropriate, a prepaid label. 

Returns and cancellation
If you change your mind, you have the right to cancel your order within 14 days of receiving your delivery.

To request a return, please email sales@maiagrace.co.uk within this 14-day period. Once your request has been received, we will provide you with instructions on how to return your item(s).

Returned items must be unused, in their original condition and, where possible, in their original packaging. Please ensure items are packaged securely for their return, as you are responsible for any damage that occurs during return transit.

Once your returned item(s) have been received and inspected, we will process your refund. Refunds will include the original standard delivery charge (or a proportion of this if only part of the order is returned), but will not include the cost of returning the item(s) or any additional packaging costs.

Please note that certain items may be excluded from our returns policy for hygiene or other legal reasons. Where this applies, it will be clearly stated on the product page.