Here are the answers to some questions which we find to be asked most frequently
If you have a general question about your order please email email@example.com
We aim to deliver standard size + weight parcels to mainland UK in 2 - 4 days
We will do our best to process your order within 24 hours
You have the option to pay via ShopPay, PayPal or G Pay, or your chosen debit or credit card
We currently only deliver to the UK. If your address is in mainland UK (England, Scotland, Wales, Northern Ireland) we charge you as follows:
If your address is on the smaller British Islands (the Hebrides, the Shetland Islands, the Orkney Islands, the Isles of Scilly, Isle of Wight and the Isle of Man we charge as follows
These delivery charges will be automatically added at checkout.
We regularly offer free shipping on orders over a certain amount so please do subscribe to our newsletters for the latest offers on products and free shipping.
We aim to dispatch and deliver your order within 2-4 working days for standard
tracked orders. Larger and heavier items may take an additional 3-5 days to arrive.
We send most of our orders via either the postal service or a reliable courier service so we recommend you use an address where there will always be someone to receive your delivery.
Your parcel may not be delivered if there is no one to accept the parcel at the address.
If you miss your delivery our couriers will update your tracking with the next available delivery slot, they will try to deliver a maximum of 3 times and then your order will be returned to Plume Maison HQ – We will not accept responsibility for any delivery instructions arranged between you and the delivery service. For example, you can agree to a 'safe place' with them to leave your post if you are not home (eg, shed, garage, with a neighbour) and we cannot accept responsibility if you fail to receive your parcel to this ‘safe place’.
We also cannot be held responsible for any delays caused by any of our chosen courier services including Royal Mail
If you have selected to have your order gift wrapped at checkout, prices are removed from the product and there are no invoices with prices sent in the order.
You can also include a personal message for us to put with your order.
Select the gift wrap option at the checkout and we’ll remove any price tags and can deliver your order either straight to them or to you.
If you have an account with us and want to change your billing address for new orders, you can do this in the My Account page.
If you have an account with us and want to amend your delivery address, you can do so on the My Account page. Once changed, this will be the address used on any new orders. You will need to do this BEFORE placing any orders
You can edit your existing delivery address, add multiple delivery addresses to your account and select your preferred delivery address for orders before placing your order.
Unfortunately we are not able to amend any items in your order once your payment transaction has been processed.
We are not able to cancel an order for you if your payment transaction already been processed. You will need to wait for your order to be delivered and then please return the unwanted item(s) following our returns procedure.
You can find more information in our RETURNS AND REFUNDS POLICY
We hope you’re happy with your Plume Maison purchase, but if you decide it’s not quite right for you, you can return most items to us within 30 days of your purchase date.
Please email us at firstname.lastname@example.org to advise of your intended return and we will share the return address to send to.
Please return your order in its original secure packaging and using a reliable and trackable courier service so that your retain proof of your returned order to us.
Please ensure your invoice / order confirmation is enclosed with your return package
We will only accept returns provided that the goods are returned by you in the condition they were in when delivered to you. We will not accept returns for any non-faulty items that have been used, had labels removed or original packaging damaged.
Depending on your return method it can take 3 - 5 working days for your order to arrive back to us. Once processed your refund will then be credited to your payment card within a further 2-3 working days depending on your bank or payment method.
Please note refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations
All goods have been carefully inspected before collection by or drop off with our chosen couriers but if you find any fault, defect or damage with your product please send to us images of these to email@example.com within 48 hours of receiving your order.
We will replace a faulty item if a replacement is in stock and available. If you wish to have a replacement, please make your request clear when contacting us about the fault.
Returns of faulty goods must also be returned to us within 7 days of our reply email in response to your email highlighting the defect.
In case we cannot offer you a replacement, you will have the choice of receiving a credit note to your account or a refund to the value of the item at the time of purchase.
Please note refunds to debit or credit cards normally take up to 48 hours to reach your account. Refunds to Paypal can take up to 30 days and are subject to Paypal refund regulations.
If you have received an incorrect item in your order, we can only apologise for this mishap, and please email us at firstname.lastname@example.org as soon as possible with your order number and details of what you have received, including photos and we will be happy to fix this for you right away.
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