FAQs

Here are the answers to some questions which we find to be asked most frequently

Your Order
If you have a general question about your order please email orders@plumemaison.com
Delivery
We aim to deliver standard size + weight parcels to mainland UK in 2 - 4 days
Processing Time
We will do our best to process your order within 24 hours
Payments
You have the option to pay via ShopPay, PayPal or G Pay, or your chosen debit or credit card

Frequently Asked Questions

What do you charge for delivery?

We currently only deliver to the UK. If your address is in mainland UK (England, Scotland, Wales, Northern Ireland) we charge you as follows:

£5.95 on orders that do not include heavy (over 5kg) or larger items (over 50cm W/H/D)
£12.95 on orders that include heavy (over 5kg) or larger items (over 50cm W/H/D)

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

£12.95 on orders that do not include heavy (over 5kg) or larger items (over 50cm W/H/D)
£19.95 on orders that include heavy (over 5kg) or larger/ bulkier items (over 50cm W/H/D)

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.

My order hasn't arrived, when should I contact you?

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.

Once you have received your despatch confirmation email we will pass your order on to our chosen courier for delivery.
You can also track your order in your account if you were logged in when you placed your order.
If you haven’t received your order within the specified time above please email orders@plumemaison.com

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

My order is a gift, can you remove price labels and invoices?

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.

Can I change my billing or delivery address?

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.

Can I amend or cancel my order once it has been processed?

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

I want to return part or all of my order - what should I do?

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.

Due to health, safety and hygiene reasons we are unable to accept returns on liquids and bath / beauty products.
Items bought at sale price are not eligible for return.
Returns received outside of the above time frame will not be accepted.

Please email us at orders@plumemaison.com 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

I've received a faulty or damaged item in my order, what should I do?

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 orders@plumemaison.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.

I've received the wrong item, what should I do?

If you have received an incorrect item in your order, we can only apologise for this mishap, and please email us at orders@plumemaison.com 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.

FAQs

Your Order

Delivery

Processing Time

Payments

Frequently Asked Questions