Pretty Maison

What is your postage and packing charge?

Our postage and packing charge for standard items for deliveries within UK mainland is £5.00 per order. Postage and packing of standard items to all non-mainland addresses including Ireland, Channel Islands, Scottish Isles and other surrounding islands is £15.95.

Bulky or fragile items may have a postage surcharge and cost £9.95 for delivery within UK mainland, and £19.95 for off-UK mainland & Ireland. This will be stated in the item description.

For very large furniture items, the delivery charge to UK mainland is £20.95, and this will be stated in the item description. Quotations for postage of these larger items to addresses outside of UK mainland are available upon request.

How quickly can I expect to receive my order?

Our standard service is next day delivery when an order is placed before noon when your product is ‘in stock’ and within 10 working days from date of order. If you require Next Day or Saturday delivery please call us for details on 01353 665141. (Please note that we cannot accept liability for courier delays)

When will I be charged for my order?

You will be charged for the order in full at the time the order is placed.

How will my order be delivered?

Depending on the size and weight of your order, it will either be sent by Royal Mail, DPD or Tuffnells. Reference numbers for tracking purposes are available on request, please see our Track My Order hyperlink under Site Information on the Home Page.

Will someone need to sign for the delivery?

If you are happy for your parcel to be left in a safe place then please ensure you specify this in the comments section during the checkout process. If you are worried that you will not be in to receive your parcel then please choose a different delivery address, or a card will be left for you to arrange re-delivery with the courier.

By specifying a place that you would like the courier to leave the parcel without a signature - you are accepting liability if the parcel goes missing after being left in the place you have specified, and we will not be able compensate you for this. If you are concerned that there is not a safe place then please give a delivery address where someone will be in to accept the delivery for you.

Please note if an order is high value then we may send on a service which does require a signature regardless of whether you give instructions.

Do you hold back orders?

We are very happy to take pre-orders for items that are awaiting more stock, but if the due date is quite close to the date of order, we will hold all of the order so that we can send everything together. If an item has been on order for a while, we will contact you once the item comes in to confirm you would still like the item.

We reserve the right to make the decision on whether to split the order or not. If we part ship for you on our decision you will not pay additional carriage.

If a due date is shown on a product, is it a certainty?

We endeavour to fulfil orders as soon as possible, but regrettably may not always be able to keep you updated with changes to ‘due dates’ due to volume of orders. Our carriers operate independently from us, and as such we have no real control over them. However; if our carrier repeatedly delivers ‘late’ we will re-select our carrier.

I have received a damaged product, what should I do?

Please email us at stating your order number, the problem with the product, and whether you would like a refund or a replacement, and we will advise you of further action. It is helpful in the case of damaged products if the customer is able to send a picture showing the fault.

Courier Collections please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.

Do you ship abroad?

We do have the facility to ship items overseas, please contact us at with the items you would like to order and your delivery address, and we will give you a shipping quote.

I have returned an item, how long will a replacement take to arrive?

If you have returned an item for a replacement then we ask that you allow 14 working days for the item to be received back with us and a replacement order processed by our returns department, before you query the return.

What is your returns policy?

If you decide that you would like to return an item then please email us at and we will advise you on further action. We are happy to accept products back for a refund or replacement if notified within 7 working days of receipt, and goods are returned in the original packaging. We will refund the cost of your goods only, unless the goods are faulty, damaged or mis-represented on our site. If the goods are faulty, damaged or mis-represented we will refund the delivery and collection costs as well as the product costs. If the goods are not faulty, damaged or mis-represented we will not pay for the delivery or return carriage.

Please ensure that your returns form, or a note of your order details is included within the parcel so that our returns team can process your return quickly.

Courier Collections please ensure that you understand when placing an order, that if something is wrong and you need to return it then our courier does not offer timed or weekend collections, and someone needs to be in when the collection takes place.

Why won't my payment go through?

If you are having problems putting your order through, then the most likely reason is that there is a problem with the billing details that you have entered on your account.

Please check that all the mandatory fields are entered correctly i.e. first line of address, postcode, telephone number - as these fields are involved in verifying your payment.

Please also make sure that your billing address corresponds with the registered address of the card that you are paying with.

If you have any further problems then please do give us a call on 01353 665141 and we will be happy to process your order for you.

Will my details be passed onto third parties?

We do not sell our customer's details to third parties as we do not agree with this widely spread practice.

Is your site secure?

All Credit Card data transmitted between you and our site is protected using strong encryption technology, and we do not store or retain your payment details on site. You are protected by the Data Protection Legislation.

Your payment is processed using ‘SagePay and we do not have access to your credit or debit card details.

What is Sage Pay?

Sage Pay is, the fastest growing independent payment service provider (PSP) and is a division of business software company Sage, one of the UK’s most trusted business brands. They process over 4 billion secure payments each year, for over 30,000 + UK businesses of all sizes. They all rely on Sage Pay to keep their money moving and help them to tackle online card fraud, insuring that the payment process is safe and easy for you — their customer.

How do I know if my payment has gone through when purchasing online?

When you pay for your online order you will be sent to either a successful payment page, which will notify you that your payment has gone through, or a failed payment page advising you of the step you will need to take and/or the reason why your payment failed. You may also receive a confirmation email from the Sage Pay system which confirms the status of your transaction or this may come from the website directly.

If you are in doubt about the status of your order or have any questions about your payment, please contact the company you ordered from with all the relevant details and they will be able to advise you of your order status.

How do I know my details are secure when shopping online?

Sage Pay is audited by an independent auditor on a regular basis to ensure that we comply with the latest security standards set out by Visa and MasterCard. If you have processed your order online using the payment pages hosted by Sage Pay, please locate and click on the padlock image which can be found on our payment pages to confirm that your details are collected in a secure environment.

The padlock is located in a different area of the payment page screen depending on the internet browser you are using – it can normally be found in the bottom right hand corner of the screen, at the top of the screen next to (or inside) the address bar or at the very top right hand corner of the screen. This padlock shows that your details are collected using 128 bit SSL technology.

Once you have entered your card details, Sage Pay will securely send these details to the bank to be authorised. This is a completely secure process and we ensure that your details cannot be accessed by a third party.

What is the Data Protection Act & how does it affect me as a customer?

The purpose of the Data Protection Act 1998 is to protect the rights of the individual about whom data is obtained, stored, processed or supplied rather than those of the people or organisations who control and use personal data. The Act applies to both computerised and paper records.
The Act requires that appropriate security measures will be taken against unauthorised access to, or alteration, disclosure or destruction of personal data and against accidental loss or destruction of personal data.

The 1998 Act applies to:
• Computerised personal data
• Personal data held in structured manual files

It applies to anything at all done to personal data ("processing"), including collection, use, disclosure, destruction and merely holding data.

Am I covered by the Distance Selling Regulations 2000?


Where can I get a copy of the Distance Selling Regulations 2000?