Shipping & Returns

Every piece is made to order in our atelier and dispatched with tracked, insured delivery.

Production time

As each piece is made to order, please allow [X] working days for production before dispatch. Personalised pieces may require additional time. You will receive confirmation when your piece enters production and again when it is dispatched.

United Kingdom

Tracked delivery, [X–X] working days after dispatch. [£X / complimentary on orders over £X].

Europe

Tracked express delivery, [X–X] working days after dispatch. [£X].

Orders to the European Union are sent on a delivered duty paid basis, meaning applicable duties and import charges are settled before dispatch. There is nothing further to pay on arrival.

United States

Tracked express delivery, [X–X] working days after dispatch. [£X].

Orders to the United States are sent on a delivered duty paid basis. There is nothing further to pay on arrival.

Rest of world

Tracked express delivery, [X–X] working days after dispatch. [£X]. Please contact us before ordering if your destination is not listed at checkout.

Duties and taxes

Our pieces are crafted in Türkiye and dispatched from [dispatch location]. Where duties apply, they are calculated and settled at checkout so that your order arrives without unexpected charges.

Returns

If a piece is not right, you may return it within 30 days of delivery for an exchange or refund, provided it is unworn, unwashed and returned in its original packaging with the certificate enclosed.

To begin a return, contact us at [email address] with your order number.

Return postage is the responsibility of the customer unless the piece is faulty or incorrectly supplied. We recommend a tracked service, as we cannot process returns for parcels that do not reach us.

Pieces that cannot be returned

Personalised pieces. Where a piece has been personalised with your companion's name or otherwise made to your specification, it is exempt from the standard right to cancel under the Consumer Contracts Regulations and cannot be returned, except where faulty.

Worn pieces. For reasons of hygiene, we are unable to accept the return of any piece that has been worn. Please check the fit before removing tags or allowing your companion to wear the piece outdoors.

Faulty pieces

Every piece is inspected before dispatch. In the unlikely event that a piece arrives faulty or damaged, contact us within 14 days at [email address] with photographs and we will arrange a replacement or full refund, including postage.

This does not affect your statutory rights.

Cancellations

As pieces are made to order, we can only cancel an order before it enters production. Contact us as soon as possible at [email address].

Maison Esendal Ltd, [registered address], London [postcode], United Kingdom. Company number [00000000].