Frequently Asked Questions
Shipping & Tracking
Is delivery free?
Is delivery free?
Yes, absolutely! We offer free UK delivery on all orders, regardless of the order value. No hidden fees—just one less thing to worry about.
Can I track my order?
Can I track my order?
Once your order ships, you will be sent an auto-email containing tracking information.
To track your order,
You can click the tracking link in the shipping confirmation email you received. If you can't find the confirmation emails in your inbox, there's a good chance it is in your spam folder.
Or you can click on the link here: TRACK MY ORDER.
How long does delivery take?
How long does delivery take?
We offer free standard shipping on all orders. Delivery usually takes 4–12 business days, depending on the destination. At this time, express shipping is not available. See our full shipping policy here.
Why didn’t I receive a shipment notification?
Why didn’t I receive a shipment notification?
Verify your email address.
Check your spam/junk folder.
If still unresolved, email info@maisonsoho.co.uk with your order number and query.
How are customs and duty fees treated?
How are customs and duty fees treated?
Verify your email address.
Check your spam/junk folder.
If still unresolved, email info@maisonsoho.co.uk with your order number and query.
Orders
Can I change or cancel my order?
Can I change or cancel my order?
Before shipment:
We process orders quickly—usually within 24 hours—so if you need to update your delivery address, please get in touch as soon as possible. Email us at info@maisonsoho.co.uk with your request and order number.
After shipment:
Unfortunately, changes cannot be made once an order ships. You may contact us to cancel or return the package upon delivery.
Do you offer warranties or guarantees?
Do you offer warranties or guarantees?
We stand behind the quality of our products. If any issues arise, please contact our support team, and we will work to resolve them as quickly as possible.
What if I receive a damaged or incorrect item?
What if I receive a damaged or incorrect item?
Contact us at info@maisonsoho.co.uk with:
- Your order number.
- Description of the issue.
- Photos, if applicable.
A replacement will be arranged at no extra cost.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Returns & Refunds
What is your return and exchange policy?
What is your return and exchange policy?
You can return items within 14 days of receiving them for a refund or exchange. To start a return, please contact our support team. Return shipping costs are the responsibility of the customer.
Email us at info@maisonsoho.co.uk with your order number and reason for return.
Please do not return the item(s) to the sender's address.
Here is our full return policy.
Can I return an item?
Can I return an item?
Returns must be requested within 14 days of receiving the item(s).
Email us at info@maisonsoho.co.uk with your order number and reason for return.
Return shipping costs are the customer’s responsibility unless the item is defective.
- Please do not return the item(s) to the sender's address .
- Please note that we will not accept any returns without you contacting us first.
When will I receive my refund?
When will I receive my refund?
Refunds are processed once we confirm receipt of the returned item(s). Please allow 10 business days for the refund to reflect in your account.
Payment
What payment methods do you accept?
What payment methods do you accept?
Your payment is secure and protected. You can pay using PayPal, Maestro, Visa, MasterCard, AMEX, Apple Pay, or Google Pay —whichever suits you best.
Are my payment details secure?
Are my payment details secure?
Yes, we use advanced encryption and security protocols to ensure that all payment details remain confidential and protected.
Other
Do you have a physical store?
Do you have a physical store?
We operate exclusively online and do not have physical retail locations.
Do you offer gift wrapping or gift cards?
Do you offer gift wrapping or gift cards?
At this time, gift wrapping and gift card services are not available.
Can I use more than one discount code at a time?
Can I use more than one discount code at a time?
No. Kindly note only one code can be applied per order at the checkout. Either a 'xx%/ £xx off' discount or a store credit. Usage is also subject to the terms and conditions of the discount code.
How do I know if an item is available?
How do I know if an item is available?
Our website displays live stock updates. If a product is available for purchase, it is in stock. In some rare cases of inventory discrepancies, customers will be notified promptly.
Are the products authentic?
Are the products authentic?
Yes, we source our products from trusted suppliers and maintain strict quality control standards to ensure authenticity.
Other questions?
Other questions?
Feel free to contact us at our contact page or send an e-mail to info@maisonsoho.co.uk
Store Name: Maison Soho
Address: 12 Whiteladies Road, Clifton, Bristol, BS8 1PD, United Kingdom
Phone: +44 1174102241
Email: info@maisonsoho.co.uk
Opening Hours: Monday - Friday: 9:00 AM - 5:00 PM GMT
Reach out to us:Contact page
