Refund policy
RETURNS, REFUNDS & CANCELLATIONS POLICY
Our Products
Every Maison Masha product is made to order, by hand, by one person. Each book rebind is handcrafted individually upon receipt of your order using traditional bookbinding techniques. As with all handmade items, minor natural variations are not flaws — they are the mark of something made by a person, not a machine, and what makes your copy genuinely yours.
CANCELLATIONS
Orders may be cancelled within one hour of placing them by contacting us at hello@maisonmasha.co.uk with your order number. After this window, production will have begun and cancellations can no longer be accepted.
RETURNS
We accept returns within 14 calendar days of receipt of your order, including weekends and public holidays.
To be eligible for a return:
- The item must be in its original, unused condition
- You must contact us at hello@maisonmasha.co.uk within 14 calendar days of receiving your order
- You must return the item within 14 calendar days of notifying us
Return shipping is the responsibility of the customer. We strongly recommend using a tracked shipping service and keeping proof of postage — Maison Masha cannot be held responsible for returns lost or damaged in transit.
Refunds will only be issued once the returned item has been received and inspected. Refunds are issued to the original payment method within 5-10 business days of receipt.
FINAL SALE & CUSTOM ORDERS
The following items are final sale and cannot be returned or refunded:
- Custom or bespoke commissions — items made to a customer's specific requirements, including custom colour schemes, designs or editions not listed in the standard shop. These are personalised goods and are exempt from standard return rights under EU Consumer Rights Directive Article 16(c).
- Rush orders — orders fulfilled on an expedited timeline at the customer's request.
- Gift wrapping fees — non-refundable in all circumstances.
DIGITAL PRODUCTS
Digital products — including the Maison Masha Studio Guide & Library and digital cover design files — are non-returnable and non-refundable once accessed or downloaded. By completing your purchase of a digital product you confirm you understand and accept this condition.
Under EU consumer law, you waive your right to cancel a digital product once download or access has begun. This waiver is confirmed at the point of purchase.
DAMAGED IN TRANSIT
If your order arrives damaged, please contact us at hello@maisonmasha.co.uk within 48 hours of delivery with your order number and clear photographs of the damage and packaging. We will assess each case individually and do our best to make it right.
INTERNATIONAL ORDERS
International customers are responsible for any customs fees, import duties or taxes applicable in their country. These charges are not included in our product or shipping prices and are non-refundable.
Maison Masha is not responsible for orders delayed or held by customs.
INCORRECT ADDRESS
Maison Masha is not responsible for orders lost or undelivered due to an incorrect address provided at checkout. Please double check your delivery address before placing your order.
CONTACT
For all returns, refund and cancellation queries please contact us at hello@maisonmasha.co.uk. We aim to respond within 2 business days.