maisonwhite.co.uk Reviews

Name: maisonwhite.co.uk
Rating: 4.86

4.9 Rating 7,215 Reviews

97 %

of reviewers recommend maisonwhite.co.uk

4.9

Based on 7,215 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	97%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5
Returns & Refunds
Returns Process	Could Be Better

About maisonwhite.co.uk:

Maisonwhite.co.uk were established in 2011 operating from their retail shop in Colchester, Essex. They have recently relocated their store to Benson in Oxfordshire where they sell a fabulous range of fine homeware and gifts, including soft toys from key brands such as Jellycat where they stock a growing range of loveable childrens toys. Other key brands for the home include Parlane, Voyage Maison and Dora Designs, as well as leading brand candles and diffusers. They have become a key ecommerce retailer selling their gifts all over the world to thousands of happy customers.

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Phone:

01491835167

Email:

contact@maisonwhite.co.uk

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maisonwhite.co.uk 5 star review on 5th March 2025

128

Anonymous

Anonymous // 01/01/2019

Filter: Rated 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Product ok. Miffed that I paid for a courier service but they sent it by tracked royal mail. At least it did arrive in time for when I needed product despite the postal strikes.”

Helpful Report

Wow, thanks for checking in with us about this! We sent your order via a *better* service, which cost us more money!!!! Special delivery with Royal Mail as this post service came with a guarantee, and we had noticed some problems with the courier option that you chose - were delivering late. Your order arrived the very next day! Im flabbergasted! we just cant win sometimes! Here s proof of your tracking that we sent via Special delivery - NOT tracked as you suggest. However I will add ALL of our orders go tracked as standard. https://www.royalmail.com/track-your-item#/tracking-results/DS022731231GB Best wishes and warmest regards, I hope you have a really wonderful Christmas!!!

“Good delivery but Jellycats much smaller than expected”

Helpful Report

Thanks for your review. We're glad we succeeded with the delivery. The Jellycat sizes aren't something we cant really change or have control of. We try to make everything clear for our customers, with product descriptions and the dimension available here's an example from a product you purchased. Jellycat Andie Axolotl Small Andie Axolotl is covered in soft deep blue fur, so you’ll never miss him! He has great circular blue-black fluff puffs and a long, fluff-lined tail to help when he swims under water! SIZE SMALL – H17 X W6 CM SAFETY & CARE Tested to and passes the European Safety Standard for toys: EN71 parts 1, 2 & 3 for all ages. Not recommended for children under 12 months due to fibre shedding. Hand wash only; do not tumble dry, dry clean or iron. Not recommended to clean in a washing machine. Check all labels upon arrival of purchase. Of course if you are not completely happy with your purchases you can return these to us, in the new and unused condition for a refund.

“Bit sad at the quality. Normally Joules is a brand I trust. But disappointed at these.”

Helpful Report

“I ordered a duvet cover from Maisonwhite. It was out of stock on other websites so i was chuffed to find it here. I took it out of the packaging to check the complete design pattern as it wasn't visible when folded into a square. Though beautiful, it wasn't suitable, design too busy and didn't match our decor. I folded it back up as it was before in all the original packaging and returned it within a couple of days. I received an abrupt email back saying as the seal was broken it was unsellable there it would be returned to me with no refund issued. I accept that i should have looked into the return policy before buying and opening it up but i found the email from the company very rude and abrupt. So just a heads up really not to make the same mistake i did.”

Helpful Report

It clearly says on the security label "no returns if removed", nothing rude about my email, here is a copy of the email. "I have received the return today and can see that the bedding has clearly been removed from the packaging, the seal says "no returns if removed" due to hygene reasons. We are unable to resell this item as new and so can not refund you. We will need to return the item to you. Kind regards" We paid to post the item to you, paid for the return in good faith, and paid to post it back to you!

“The produce and product price is excellent, Though returning cost is paid for by the customer and as well as that, your returned item refund is the amount minus the initial postage cost when sent to you ( originally free) So my refund is the product price leas around £9 which is costly”

Helpful Report

Hi David, thanks so much for your review. Our terms and conditions of sale including returns are all on the website. Our prices are competitive. There are many reasons for this. Postage costs money, so this is an addition on mosts orders. However we do offer a free delivery if a customer spends over £50, this is an offer for spending over this particular amount. If the order does not meet this then the offer does not apply. By returning goods (which the customer can do via any means) you happened to choose our returns service via Royal Mail which costs £4.25, this is a useful tracked service which offers lost of customers peace of mind. We deduct this from your refund. The original postage was added to your order because your order value no longer attracts the free delivery offer, the original postage cost applies. Kind regards Maison White

“Really happy with my purchase 100% woukd of been a 5 star but delivery let it down”

Helpful Report

Hi Thank you for your negative review. Your order was received at July 16, 2022 @ 12:34 pm. It was dispatched promptly on Monday the 18th (the first available working day). However there were no postage collections until Wed due to the extreme heat (Royal Mail did not tell us they just did not collect). I can see your order was delivered on Friday 23rd July. You did not opt for postage paid you chose the free economy option, so the order was still delivered in the advertised time frame! I can not see how we have let you down! Kind regards

“These towels look as seen on the site. They arrived very flat and perked up a little after a wash.”

Helpful Report

“The Jellycat bunny was lovely and was at a competitive price which is why I ordered through here. I opted for the gift wrap and at almost £5.00 was a total waste of money. I could have bought some tissue paper and a gift bag for a fraction of the price. I did expect for the money to be much better than it was. Waste of £5.00.”

Helpful Report

Thank you for your opinion The description on our website is as below, which matches the description of what you received. Our price for the gift wrap are in line with many other retailers. "Make your gift a little more special and include your best wishes for any occasion with our lovely gift packaging. Your carefully chosen gift will be loving wrapped and ready to be sent on it’s way, either to you or to your chosen recipient. Your gift packaging is chosen to suit the item purchased, which includes tissue paper, luxury white bag or box and ribbon tied. We will also print and include your choice of gift message into an appropriate card, if you would like to include a message." - Our gift wrap options are required to fit 1000s of different items, we charge one flat price for this. Though we are sorry to hear you are not happy with you choice of purchase. Best wishes Maison White

“I’ve received my parcel last week and the feather has chipped, I immediately emailed to ask if someone could advise but no reply. Still waiting”

Helpful Report

“Havent received my order yet, 10 days in so far, delivering to Australia, hopefully this week. Delivery delays are normal in these times.”

Helpful Report

Hi Mathew, I think a negative review is a bit harsh! It has only been 7 working days and the tracking shows it is in Australia awaiting customs clearance, that is pretty good given the current conditions! https://auspost.com.au/mypost/track/#/details/LP210065995GB Regards Maison White

“The actual order I placed was amazing , it was just the length of time it took to deliver , I’d ordered said item on the 16th of October & it didn’t arrive till the 22nd of December 🥲”

Helpful Report

Thanks for your review. Clarity for others. Gillian ordered a "pre order" item which was due Mid/late November. The product was delayed by the supplier until mid December, at which point the order was delivered. The delay was completely out of our control. We did respond to the customers 6 emails, promptly.

“I had paid extra for a gift bag in which I did not receive. Therefore, I felt the service was adequate.”

Helpful Report

Thanks for your review. We are sorry you did not receive the gift bag as per your order. We would have been happy to rectify this for you had we known, but I cannot find any communications about this? I have refunded the bag portion for you Maison White

“The chair was nice but delivery pretty awful - I was told that the chair would arrive "tomorrow" and when I said I wouldnt be there they suggested I leave the porch open or the garage or just delivery to a neighbour !!! When I finally got the delivery the chair was just dumped through the gate and I had to unpack it to get it in the house myself and then put the legs on !! For the price of the chair I expected more.”

Helpful Report

“Dispatched very promptly. Unfortunately, when opened the soft toy was very grubby and needed washed to remove staining”

Helpful Report

Thanks for your review, however we have checked and you did not get in touch with us about your concerns The teddy you purchased https://www.maisonwhite.co.uk/product/jellycat-bashful-silver-bunny-very-big/ is massive, they are stored sealed in their boxes which they arrive in, from Jellycat , they are then packaged into the postage box when they are ready to send. So we are most confused about how it could have got grubby. We are more than happy to help customers should they have any issues with their products and would refer this to Jellycat as explained above there was absolutely no way these items can get grubby due to the way they are stored whilst they are with us.

“Panda teddy is a lot smaller than expected it Says it’s a medium, yet more like a small. I paid for extra fast delivery, it was delivered on the correct Day, but not time. It was actually over 4 hours late. So, inconvenience there!! The teddy is lovely, soft/snuggly but I had I of seen it in person I wouldn’t have paid the price I paid for it, as I don’t think it’s worth it. However, I did keep it as I was in need of a panda teddy asap.”

Helpful Report

Thanks for the review. The sizes of the products are all given on the website. These are there for you to view and compare at your leisure I can see your parcel was delivered at 1.18 in the afternoon https://www.royalmail.com/track-your-item#/tracking-results/VY454038230GB I cannot see where there would be any inconvenience, we do not offer a timed delivery. Royal Mail only give an estimate of delivery time when they text or email you to let you know the parcel is on its way, and there is no guarantee of time for delivery. IF they have given you a guaranteed time please do let us know so we can bring this up with ourselves. You can email us. The delivery times are only aims, as stated in the information given to you. IF you have an issue with the delivery time, we would suggest you bring this up with your local post person, who would have been on their round since 7am delivering parcels to many properties, and I am sure they would love to hear your feedback about why you feel your parcel was delivered so late.

“Price is slightly higher than the average market price. Found the same product which is £2 (or even more) at Presence Direct cheaper than Maison White's retail price. Hence, slightly disappointed for not offering a price match or a convenient cancellation process.”

Helpful Report

Thanks for your review. https://www.jellycat.com/yummy-bunny-yum6b/ this is the product you purchased the RRP is £14. this is the market price. You purchased this item for £11.95 which is below the RRP. Presence direct sell this same item for £10.40 We do not mention anything about price matching, so I'm not sure how you feel disappointed in something we do not offer. The difference in price is £1.55 If you want the cheapest price for the product then it is up to you to shop around more. Our cancellation process is clear, customers can email or call us to request a cancellation before the product is dispatched. This is at our discretion. We are always will to save your return postage costs, if the order has not yet been sent. You can also request return your goods within 14 days of receiving them. This is in our terms and conditions and on our FAQs page which can be found on our website before and after purchasing.

“Unfortunately I paid extra for gift wrap but this wasn’t done, which effected my experience.”

Helpful Report

“As I did not need the fabric at speed I would be happy with second class postage for £3:75.....however by the time I had paid it was £5:50 for postage. More selection/ or ticking needs to be clearer on page before payment .”

maisonwhite.co.uk 3 star review on 8th July 2021

Helpful Report

Thanks for your review Though I am perplexed. The cheapest options is always preselected. So this would be £3.95 for tracked 48 And the tracked 24 (1st class) option you selected is £5.50. This is only charged if you select it. Please see attached image showing options

“The picture shows 2 hedgehogs - but the shop only has 1 for sale. I have asked for techical help with the product (it has a USB input, but I'm unsure if it re-chargeable as you might expect...) but did not get any answer - such a simple question !”

Helpful Report

Hi Steve Thanks for your review. We did reply to your email, to let you know that we had to refer this to the manufacturer. We have now had a response and have sent you the information. Unfortunately this took a couple of days to obtain and I am sorry you did not receive a swifter conclusion. “ The batteries are not rechargeable- you can power by the batteries or the USB cable.” I hope this helps Thanks Elise

“Very disappointed with the size of the bears. I thought they would be a little bigger. Other than that I was reasonably happy”

Helpful Report

maisonwhite.co.uk is rated 4.9 based on 7,215 reviews