Delivery & Returns

DELIVERIES: 

Shipping costs are determined by the weight of the products ordered and will be advised at checkout for heavier items such as blankets and lighting.

All UK orders for smaller items such as collars and toys are sent 1st class recorded at a shipping cost of £4.40 some lighter items such as small prints and books having a shipping cost of £1.99-£2.99. If you have any queries regarding our shipping costs please contact us at info@maisonlelou.com

Customers from Canada, please note that Canadian customs import duties can be in excess of $50 which is not covered in our prices and with therefore be payable by you before delivery to the courier. 

Your order will usually be delivered by Royal Mail / Courier as selected and will require a signature on delivery. Delivery costs will be added to your order before payment is taken.

Please Note: We will despatch your order within 1-2 days. We will notify you when your item has shipped. Please allow 2-3 days for delivery within the UK. 

Overseas delivery charges will be quoted and charged on a flat rate basis. If an item is out of stock, this will be indicated on the Website whenever possible. Delivery times are estimates only and dispatch may be slightly delayed so please allow up to 30 days. If we are unable to perform the whole or part of the order due to any cause or event beyond our control we may by notice in writing to you cancel or suspend the order in whole or in part without liability. We may deliver separately the Goods which make up your order. Where we do so, you will only incur one delivery charge. Title to the Goods shall pass to you on payment in full of the price of the Goods. All international orders are despatched on a DDU (Delivery Duty Unpaid) basis. 

 

RETURNS FROM CUSTOMERS IN THE EUROPEAN UNION:

You may cancel your order up to fourteen days from the day on which you receive the Goods. If you wish to cancel your order, you will have to return any items within seven days of when you tell us that you would like to do so and at your own cost for return or exchange as required. Please email us at info@maisonlelou.com to request a return or exchange.

Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. All goods returned to us must be unused, in their original packaging and in resaleable condition. Should you fail to return such goods to us, we may arrange for their return to us and we will charge you any reasonable expenses incurred in our doing so. If you have ordered any service from us you have seven working days after the day that you place your order in which to cancel. However your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period. In the case of cancelled orders, payments will be refunded within thirty days. Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number. We regret that orders for Goods made to your specifications and gift wrapping will not attract any right to cancel. All goods should be returned to the following address: -

Maison Le Lou
70-72 The Havens,
Ransomes Europark
Ipswich GB
IP3 9BF

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.

If you return your order in full for a refund, we will refund the original shipping charge to you. Should you return part of your order for refund, we will not refund the original shipping charge. If you return part or the entire order for exchange, we will not refund the original shipping charge however we will ship the replacement goods to you without additional charge.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.


RETURNS FROM CUSTOMERS OUTSIDE THE EUROPEAN UNION:

You may return to us any goods that you have ordered for exchange or refund within fourteen days of the day on which you receive the Goods. Please email us at info@maisonlelou.com to request a return or exchange.

 You will have to return any items at your own cost. We will be unable to refund the original shipping cost that was charged to you when you placed your order (unless you are returning the order in its entirety and all the goods ordered were faulty or not as ordered in which case we will refund the original shipping charge). In addition, we will charge you a further amount that will be advised to you if you ask us to ship goods to you as an exchange unless the goods that were originally supplied to you were faulty or not as ordered. Please obtain proof of posting as we cannot be held responsible for packages lost on return to us. All goods returned to us must be unused, in their original packaging and in resaleable condition. If you have ordered any service from us you have seven days from the day that you place your order in which to cancel. However your right to cancel any service ends when our performance of the service starts even if that is within your cancellation period. In the case of goods returned for refund, payments will be refunded within thirty days of our receiving the goods in good condition. Alternatively, should any goods be unsuitable, we are happy to exchange them or to offer store credit. Should you wish to return any goods for exchange, refund or store credit, you must call or email us in the first instance in order that we may issue a returns authorisation number. We regret that Goods made to your specifications may not be returned unless they are faulty. We are unable to refund gift wrapping charges. All goods should be returned to the following address: -

Maison Le Lou
70-72 The Havens,
Ransomes Europark
Ipswich GB
IP3 9BF

Please ensure that all goods returned are suitably packed. We recommend that you insure any goods that are returned to us as we will not be liable for any damage or loss during transit. Please ensure that any goods returned are accompanied by the returns authorisation number and your receipt.

Please note that, if you return goods that were ordered by another person, any refund due will be made to the person who placed the order.

Sizing Information

COLLAR SIZE GUIDE

It’s best to measure your dog to make sure you get the collar that fits them perfectly. Take a flexible tape measure and measure right around the base of the neck, allowing enough room to slide 2 fingers in for comfort.   Our collars are measured from the end of the strap by the buckle to the 1st and last holes. For the smallest fitting size, please see the distance marked A to B on the diagram. The largest fitting size is as shown on the diagram as the distance from A to Z.  Our collars have been specifically designed to reduce the amount of the strap loose at the tip when fastened for the smallest size. Due to this our sizes to do not overlap in dimensions. If your dogs measurement spans across 2 sizes we recommend to order a size up. Please note that as many of our collars are handmade sizing may vary slightly.

 

 

 

COLLAR SIZE CHART

 

LEADS

All our leather leads are available in one size and measures 2cm x 110cm /  3/4" x 43 2/8"

Our Luxury braided cotton and leather leads are available in 1.5cm, 2cm and 2.5cm / 5/8", 3/4" and 1" wide and all measure 110cm/43 2/8" long

For the safety of your dogs we do not recommend the use our leads for large strong dogs that pull excessively.