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General
Who are La Maison Couture?
La Maison Couture is a Contemporary Fine Jewellery and Lifestyle Boutique dedicated to sourcing unique, stand out, jewellery pieces and lifestyle gifts for the sophisticated connoisseur.
Founded by ex Harrods and Harvey Nichols buyer Tania McNab, La Maison Couture has a focussed “eye” on discovering the new emerging talent of tomorrow as well as featuring the very best from the most creative luxury jewellery brands of today..
Do you have a shop where I can view your products?
We are an online store only and do not currently have a physical presence. We use the best images possible to show our products, however, if you are not entirely happy with your purchase when you receive it, you may return it within 14 days for a full refund (in accordance with our returns policy).
I am a supplier how can I get featured on your site?
We are continually sourcing new brands to enhance our assortment at La Maison Couture. Please do get in touch with us at info@lamaisoncouture.com
Ordering
What do I do if I have an enquiry about an item?
We are happy to help with any enquiry about our products. Please email us directly at info@lamaisoncouture.com
How will I know if you have received my order?
Once you have made your purchase, you will receive an email from us acknowledging that we have recieved your order. Please note this does not mean that your order has been accepted.
Your order will be accepted once we have confirmed that your items are available to dispatch and we have successfully authorized your card details, we will notify you to confirm your order at this point.
Can I cancel my order?
You may cancel your order at any point up until your item has been dispatched.
Please email us at info@lamaisoncouture.com as soon as possible if you need to cancel your order.
What if an item is out of stock?
If the item you have ordered is out of stock, we will email you as soon as possible to let you know. Your card will not be charged and you may decide whether to wait for available stock, or cancel your order.
What if I do not see my exact size available?
Please email us to let us know as it may be possible to special order the size for you, depending on the supplier.
What if my item is a gift?
If your item is a Gift and you would like us to include a special message for the recipient, please email us with your message once you have placed your order. Please also indicate whether you would prefer us to exclude any price information from the packing documents.
What do I do if I would like to exchange my order?
To exchange an item simply return the original item according to our returns policy and place a new order for the item you require.
Is VAT included?
VAT is charged at 20% for all UK orders and is included in the retail price.
If you have any further queries about VAT please email info@lamaisoncouture.com
Delivery & Shipping
Can I track the delivery of my order?
Once we have accepted your order we will email you to confirm dispatch of your item with a tracking number. Enter this tracking number directly on the carrier website to track your delivery.
Can you deliver to a different address than my billing address?
Yes. We can deliver to a different address than your billing address provided your credit card details have cleared our secure payment system.
Do you ship to my country?
We ship to most countries worldwide. The basket page displays a full list of countries that we ship to, if you do not see your country listed as an available shipping destination, please contact us to let us know.
Will I have to pay custom duties and taxes on my order?
If your order is for delivery within the UK there should be no additional import duties and taxes to pay. Please note: If you have ordered an item for shipment to the UK from one of our suppliers based outside the UK, it is possible that import duties may be incurred. In this instance, if you should receive notification of any additional charges please contact us at info@lamaisoncouture.com
If your order is an International Order (i.e for delivery outside the UK), it may be subject to import duties and taxes which are levied when the delivery reaches the destination country. You will be responsible for payment of any such charges, these are outside of our control and we cannot predict the amount. Please contact your local customs office for further information before placing your order.
Please note: you must comply with all applicable laws and regulations of the country for which the products are destined.
Do you ship to PO Boxes?
Unfortunately we are unable to ship to PO Boxes.
Are there any changes to EU shipments as a result of Brexit?
Yes. Due to customs changes as a result of Brexit, all orders placed after 31 December 2020 to be delivered to Europe will be deemed International Orders (i.e for delivery outside the UK). As such they will be subject to local import duties and taxes and our existing International shipment terms of service shall apply.
How much do you charge for shipping?
Our Standard shipping charges Res:
UK: £7.99
USA, Europe and Northern International: £25
Middle East, Far East and Southern International: £35
Please note that shipments may be subject to additional delivery charges depending on the size and weight of the shipment. We will contact you with further details if additional charges apply.
When will my order be delivered?
Our estimated delivery timescales are:
Standard UK: 2-3 working days (Mon-Fri)
International: 5-7 working days (Mon-Fri)
You may monitor your order using the tracking information that we send you in your Dispatch Confirmation email.
Will I have to sign for my order?
Due to the high value of our products a signature will be required on delivery.
Returns
Will I be refunded for the full value of my order?
We will issue you with a full refund including post and packaging, provided that the products are returned complete, in perfect condition, unused and with the original packaging in tact.
When will I receive a refund for the returned items?
As soon as we have received notification that your return has been received by our supplier and it complies with our returns policy, we will refund you by your original payment method. Please note that payments can take up to 14 working days to process depending on your bank or payment provider.
What do I do if I would like to exchange my order?
To exchange an item simply return the original item according to our returns policy and place a new order for the item you require.
Can I return my order?
If you are not entirely happy with your order, you may return it within 14 days of receipt. We will issue you with a full refund including post and packaging, provided that the products are returned complete, in perfect condition, unused and with the original packaging intact.
How do I return an item?
The returns address is dependent on the item that you have purchased. We provide full details on how to return an item, together with the return address, with your order.
Please make sure you use the correct returns address for the product which you have purchased and we would recommend that you obtain Proof of Postage when returning your item. If you have any queries over your return please do not hesitate to contact us.
When will I receive a refund for the returned items?
Your refund will be credited back to the card you used to place your order. We will issue you with a full refund including post and packaging, provided that the products are returned complete, in perfect condition, unused and with the original packaging intact.
Payment & Security
When will my card be charged?
Your credit card will not be charged until your item is ready for dispatch, except in the case of pre-order or special order items, when we may need to take payment in advance.
Will I have to pay custom duties and taxes on my order?
If your order is for delivery within the UK there should be no additional import duties and taxes to pay. Please note: If you have ordered an item for shipment to the UK from one of our suppliers based outside the UK, it is possible that import duties may be incurred. In this instance, if you should receive notification of any additional charges please contact us at info@lamaisoncouture.com
If your order is an International Order (i.e for delivery outside the UK), it may be subject to import duties and taxes which are levied when the delivery reaches the destination country. You will be responsible for payment of any such charges, these are outside of our control and we cannot predict the amount. Please contact your local customs office for further information before placing your order.
Please note: you must comply with all applicable laws and regulations of the country for which the products are destined.
Is it safe to use my credit card online?
We take your card security very seriously. All of our orders are processed through a secure checkout system provided by SagePay. We do not hold or store any of your credit card details and will only accept payment through the online system. Please note we will not take credit card payment via email as this is not secure.
In addition we operate a 3D Secure (Verified by Visa or Mastercard SecureCode) verification which is a system setup by your card issuer which helps to protect you from fraudulent use of your card.
Do you store my card details?
We do not store your credit card details.
Is my personal information kept private?
Please be assured that we consider all of the information you share with us to be private and confidential. We will never share, rent or sell your personal information without your consent.
What if I have received an email from you saying my order is declined by my bank?
If you receive an email from us saying your order is declined by your bank, this means that we have received a declined authorization error message from your bank when attempting to take your card payment.
This may mean that your bank is simply taking extra precautions in order to protect your card safety. However, you will need to contact your bank directly to authorize your card payment before we can proceed with your order.
What payment methods do you accept?
We accept: Visa, Visa Debit, Master Card, Maestro and Paypal payments via our secure online payment system.
An error message says my card details are incorrect?
The payment system verifies all of your details with those held by the bank, if any information is not exactly the same as the bank the payment will be rejected. The core elements to check are:
Name: This should be exactly as it appears on the card
Billing Address: This must match the address as it appears on your bank statement
Card Number: Please enter with no spaces
Start / Expiry Date: Check the details and format
CCV: This is the last three digits shown on the signature strip on the reverse of the card.
If all of the details are correct the issue may be caused by the 3DSecure (Verified by Visa or MasterCard SecureCode) verification. This system setup by your card issuer to manage online fraud and protect your account and we cannot override or change the details therefore you will need to contact your bank or card issuer to check that there are no problems with the 3DSecure system on your account.
I am experiencing problems with my SecureCode number/password
Your SecureCode/3D Secure password is personal to your VISA or MasterCard. When you purchase from most retailers at the end of the online transaction a window appears and will ask you for this number. If you have forgotten the password you are given the option of re-setting this. If you choose this option you will be prompted to answer some security questions before resetting the password. Once reset you can continue to complete the order.
Technical Issues
An error message says my card details are incorrect?
The payment system verifies all of your details with those held by the bank, if any information is not exactly the same as the bank the payment will be rejected. The core elements to check are:
Name: This should be exactly as it appears on the card
Billing Address: This must match the address as it appears on your bank statement
Card Number: Please enter with no spaces
Start / Expiry Date: Check the details and format
CCV: This is the last three digits shown on the signature strip on the reverse of the card.
If all of the details are correct the issue may be caused by the 3DSecure (Verified by Visa or MasterCard SecureCode) verification. This system setup by your card issuer to manage online fraud and protect your account and we cannot override or change the details therefore you will need to contact your bank or card issuer to check that there are no problems with the 3DSecure system on your account.
I am experiencing problems with my SecureCode number/password
Your SecureCode/3D Secure password is personal to your VISA or MasterCard. When you purchase from most retailers at the end of the online transaction a window appears and will ask you for this number. If you have forgotten the password you are given the option of re-setting this. If you choose this option you will be prompted to answer some security questions before resetting the password. Once reset you can continue to complete the order.