FAQ

Have a question? We've gathered the answers our customers ask most. If you can't find what you're looking for, email us any time at info@maisongreywell.co.uk and we'll be glad to help.

About Maison Greywell

Who is Maison Greywell?

Maison Greywell is a UK-based online fashion boutique. We curate elegant, comfortable, everyday pieces — dresses, tops, and footwear — designed to help you look and feel your best without the department-store price tag.

What does Maison Greywell stand for?

We believe great style should feel effortless. Every piece in our collection is chosen for its quality, comfort, and timeless design, so you can build a wardrobe you'll reach for again and again. We're a small team and we treat every order — and every customer — personally.

Shipping & Delivery

How long will my order take to arrive?

Orders are processed within 1–3 business days. Estimated delivery within the United Kingdom is 8–12 business days from dispatch. Delivery times are estimates and can vary during busy periods or due to courier delays.

How much does shipping cost?

We offer free standard shipping on every order, with no minimum spend.

Where do you ship?

We currently ship within the United Kingdom.

Can I track my order?

Yes. Once your order is dispatched you'll receive a confirmation email with tracking information where available. Please allow up to 72 hours for tracking to update after shipment.

My order seems delayed or lost — what should I do?

Please email us at info@maisongreywell.co.uk and we'll work with the carrier to investigate. Carrier investigations can take a few business days to complete.

Returns & Refunds

What is your return policy?

You have 30 days from the date of delivery to request a return. To be eligible, items must be unused, unworn, in their original condition, and returned in the original packaging with all tags attached.

How do I start a return?

Email info@maisongreywell.co.uk with your order number, the item(s) you'd like to return, and the reason. We'll send you return instructions once your request is approved.

Who pays for return shipping?

Unless the item is faulty, damaged, or incorrect, customers are responsible for return shipping costs. We recommend using a tracked service, as we can't be responsible for returns lost in transit.

What if my item arrives damaged, faulty, or incorrect?

Please contact us within 7 days of delivery at info@maisongreywell.co.uk with your order number, a description of the issue, and clear photos. We'll arrange a replacement or refund, and cover the return cost when the error is ours.

When will I receive my refund?

Once we've received and inspected your return, we'll email you about approval. Approved refunds are processed to your original payment method within 10 business days. Your bank may take a little longer to show the funds.

Can I cancel my order?

Orders can be cancelled within 24 hours of purchase. After that, your order may already be in processing. UK customers also have the statutory right to cancel eligible orders within 14 days of receiving their goods.

Are there items that can't be returned?

For hygiene reasons, underwear, lingerie, and opened personal-hygiene products cannot be returned. This does not affect your statutory rights if an item is faulty.

Sizing & Fit

How do I choose the right size?

Each product page includes a size guide — please check it before ordering to find your best fit. Our womenswear sizes map to UK dress sizes as follows: S = UK 8, M = UK 10, L = UK 12–14, XL = UK 16, 2XL = UK 18. If you're between sizes or unsure, email us and we'll help.

What if my item doesn't fit?

No problem — unworn items with tags can be returned within 30 days of delivery. See our Returns & Refunds section above.

Payment & Security

Is it safe to pay on your website?

Yes. All payments are processed through secure, encrypted third-party payment providers. Maison Greywell never stores your full card details on our servers.

What payment methods do you accept?

We accept all major credit and debit cards, plus the express payment options shown at checkout. Prices are displayed in GBP (£).

Still have a question?

We're here to help. Email us at info@maisongreywell.co.uk and we'll get back to you as soon as we can.