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FAQ's

SHOP FAQ'S

 Please note that there may be a delay to orders and deliveries due to COVID19. We are doing our best to ensure as little disruption as possible and will keep you informed should any delays occur.

  Following the Brexit changes, we would like to inform our overseas customers, that all orders will be sent via a tracked DHL Express service and the relevant import duty and tax will be calculated and displayed with the shipping costs at checkout. Once your order is placed, we will complete the necessary customs forms on your behalf to ensure your order reaches you as quickly as possible.

 

SHIPPING

We offer worldwide shipping.

All stocked items will be dispatched as per the time frames below for UK and Overseas.

If you have purchased items marked as ‘pre-order’, a member of our team will be in touch to notify you of the estimated dispatch date as specified on the product listing. If you have purchased a combination of stocked items along with an item which is marked as pre-order, all items will be dispatched together once your pre-order item is available.

Shipping costs for both UK and Overseas orders will be calculated and displayed during checkout, based on the total weight of your order and delivery location.

 

UK

Stocked items will be dispatched within 2 – 3 working days via DPD.

Overseas

Stocked items will be dispatched within 2 – 5 working days via DHL Express.

 

RETURNS

We accept returns within 14 days of your receipt of purchase, providing that the items are unused and in the original packaging you received them and in a resaleable condition.

If you wish to return an item, please email sales@maisonmargauxltd.com to notify us as soon as possible. Unfortunately, we are not able to accept any items for return if 14 days have passed since you purchased the items.

Please note that you are responsible for the cost of the postage for your return. For higher value returns, we recommend that you use a tracked service. We regret that we cannot be held responsible for loss of returned goods without proof of posting.

Please send your return to the following address:

 

Returns

Maison Margaux

3rd Floor

26 Market Place

London

W1W 8AN 

United Kingdom

 

Once your return has been received by us, we will notify you within 48 hours to confirm whether we are able to accept your return and process your refund. Refunds will be processed back to the original payment method used for your purchase. If you do not receive your refund within 10 days of our team confirming your return has been accepted, please contact us at sales@maisonmargauxltd.com.

 

 

RENTAL FAQ'S

Is there a minimum spend or number of guests I have to hire for?

We have a minimum spend of £500 on products hired. 


How do I place a rental order?

Please send all rental enquiries to us at rentals@maisonmargauxltd.com and a member of our team will get back in touch within 24 - 48 hours. 


What is the rental period?

All bookings are for a hire period of 24 hours only. If you would like to request an extended hire period, please get in touch and we will do our best to accommodate. Extended hire terms may incur additional charges depending on your requirements and availability.


Do you provide flowers and linen?

Please get in touch with us to discuss requirements you may have for flowers and linen and we will make arrangements. We also sell a lovely range of table linen on our website, including tablecloths, placemats and napkins.


Do you offer a set up service?

Yes we do. For events of uptown 30 x guests, our set up service fee is £125 + VAT. Larger bookings are calculated on a case by case basis dependent on the size of your party. Please let us know your requirements by including this when you submit your enquiry to us.


Do you offer a party planning service?

Yes we do and we would love to help! Please get in touch with us to discuss your requirements.


How far ahead should I enquire and place my rental order?

For bookings of uptown x 30 guests we advise all orders to be placed at least 14 days prior to the date of your event.
For larger bookings, we advise enquiring and booking as early as possible with a minimum of 1 months’ notice to your delivery date. We will do our best to accommodate enquiries with less than 1 months’ notice, however, cannot guarantee product availability.


Can I place a rental order for delivery in less than 72 hours?

We advise booking as early as possible to avoid disappointment. Where we are able to accommodate requests with less than 72 hours to the delivery date, a rush fee of £50 will apply.


When is my rental order booked?

Orders are only confirmed once you have paid the balance in full. Once you have paid this, your order is confirmed and reserved for your selected date.


Do I have to pay a damage guarantee or any other fees?

All bookings of upto x 30 guests are subject to our Cleaning & Preparation Fee of £50. Larger rental bookings may be subject to a higher charge.

For all bookings, a minimum 10% Loss and Damage guarantee is added to the total cost of your hire. This will be refunded back to you within 10 working days, provided all products and packaging are returned and no loss or damage has occurred. In the instance of any breakages or loss, charges may be deducted from your deposit refund.


How do I make payment?

Once we have confirmed availability of the items requested for your selected date, we will send an email with a link to process your payment through our website and finalise your booking. Or if you would prefer, we are able to send an invoice in order to make a bank transfer. We cannot guarantee the reservation of your order until your payment has been received.


Payment Terms

For all rental bookings, we will issue a link to complete your payment once we have checked the products are available for the date of your event.

If you are making a booking with less than 72 hours to your delivery date, the total hire cost and additional rush fee will be due in full in order to confirm your booking.

For larger event bookings made more than 30 days prior to the delivery date, you will be required to pay 50% of the cost of hire as a non-refundable deposit. The remaining balance owed from the hire cost along with your refundable loss and damage deposit and any additional costs must be paid 30 days before your delivery date.

For all bookings, if the hire cost or balance is not settled by the dates stated to you, we will release the products to other interested parties and your booking will be subject to the applicable cancellation fee.


What if I wish to make changes to my order?

Please get in touch as early as possible to avoid disappointment. We are unable to accommodate requests to reduce the number of products hired, however where possible, we will accommodate requests to increase. Once your booking is confirmed we are unable to change or substitute products in your order. Please ensure your order confirmation is accurate and that you are happy with the products before you confirm and make payment.


What if my guest numbers change at the last minute?

We will do our very best to accommodate any last-minute additions however we cannot guarantee product availability. If we are able to accommodate then a rush fee of £50 will be applied for each request for additions with less than 72 hours to your delivery date.


What if I wish to cancel or postpone my event?

All cancellations must be confirmed by email to be counted as authorised. You may cancel your order at any time subject to the following cancellation fees:

Cancellations made 30 or more days in advance of the delivery date will incur a 50% charge of the total cost of hire. Cancellations made less than 30 days to the delivery date will incur a 100% charge of the total cost of hire.

If the date of your event changes or you need to postpone, please let us know as soon as possible and we will do our utmost to accommodate your new date. Date changes may be subject to a cancellation fee as per the policy above, depending on the new delivery date you require.


Where do you deliver and what are your delivery charges?

We can deliver anywhere in the UK and are able to quote for European delivery on a case by case basis. 
We charge a flat rate fee for delivery and collection within central London. Delivery and collection outside of central London will be calculated based on your location.


How do I schedule my delivery and collection?

Once you have confirmed your booking, we will get in touch with you to agree the dates and times scheduled for your delivery and collection. Our standard delivery hours are Monday to Friday between 9am to 6pm. If you are hiring for an event on the weekend, we will deliver to you on Friday afternoon and collect from you Monday morning. Please get in touch if you have additional requirements for deliveries or collections over a weekend so we can help.


What can I expect when my order arrives?

Your order will arrive neatly and carefully packaged in our Maison Margaux boxes and will contain a list of products in your order, along with a re-packing guide to help prepare for your return collection. We aim to maintain the highest standards of hygiene possible when preparing orders. Our team will only ever handle products whilst wearing gloves and masks, and all products are cleaned before they are packaged for delivery so they arrive ready to use.


What happens if products I receive are broken or damaged?

Please notify us as soon as possible after delivery by emailing rentals@maisonmargauxltd.com and we will do our very best to replace them.


What happens if I break or lose something?

The retail cost of the product will be deducted from your loss and damage deposit refund to cover the cost of replacement. If the cost of damage or loss is greater than your deposit, then we will issue a second invoice to cover the additional costs.


How do I prepare for my collection?

Please gently rinse all products and place back into the original packaging that we delivered in, following the instructions in our repackaging guide. Please ensure that all products are securely packaged ahead of your scheduled collection time and that you are present for the collection. Any delay to collection due to you not being present at the scheduled time will incur additional charges.


Do I have to clean everything before I return it?

We ask that you gently rinse all products and leave to dry overnight before re-packaging for your collection. We recommend that you rinse straight after use, paying particular attention to any products which may have come into contact with sauces or food which might leave permanent stains or discolouration if left overnight. Any products returned to us dirty or stained will incur an additional cleaning fee of 25% of your total cost of hire.


Can I keep the packaging?

All packaging must be returned to us dry and intact with the products hired. Any packaging not returned to us may incur a fee for replacement.


Can I purchase the Products I have hired to keep?

All products which have been hired must be returned to us on the scheduled date that we have arranged to collect from you. All products which are available to purchase are listed on our website. If you would like to purchase any products you have rented, please email us to discuss.


When will my loss and damage guarantee be returned?

Your loss and damage guarantee will be refunded to you within 10 working days. If loss or damage has occurred, or any additional fees are to be applied, we will confirm the total cost of these fee’s to you and the amount to be refunded within 48 hours.


 

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