Terms and Conditions

Terms & Conditions

These Terms and Conditions govern the use of the Melody Maison website and the purchase of goods from us.

Melody Maison is a trading style of Melody Maison Limited.

By using this website and placing an order with us, you agree to the terms set out below.

1. Contract Formation

All orders placed through this website are subject to:

  • Successful payment authorisation

  • Acceptance by Melody Maison

  • Availability of the product(s)

After placing an order you will receive an order confirmation email acknowledging receipt of your order. This email does not constitute acceptance of the order.

A binding contract between you and Melody Maison is formed only when we send you an email confirming that your order has been dispatched.

Melody Maison reserves the right to decline or cancel any order at our discretion. If this occurs, you will be notified and refunded where applicable.

2. Product Information & Pricing

We take every care to ensure product descriptions, images and prices are accurate.

However:

  • Prices may change without prior notice.

  • Occasionally, errors may occur in pricing or product descriptions.

If a pricing error occurs after you have placed an order, we will contact you before dispatch to confirm whether you wish to proceed.

All prices are shown inclusive of VAT where applicable unless otherwise stated.

Recommended Retail Prices (RRP) are provided by suppliers where relevant.

3. Payment Methods

We accept the following payment methods:

Credit or Debit Card
Payments are securely processed through our payment gateway.

PayPal
PayPal is one of the world's most trusted payment providers and is used by over 100 million customers globally.

Klarna
We offer Klarna payment options on eligible orders.

To provide Klarna payment services, we may share certain personal details with Klarna (such as contact and order information) so they can:

  • Assess your eligibility for Klarna payment options

  • Tailor payment options to your order

Klarna processes data in accordance with their own privacy policies.

Klarna payment methods are available for orders with a minimum value of £35.

4. Delivery

Delivery times and options are shown during checkout and may vary depending on:

  • Product size

  • Delivery location

  • Courier availability

Delivery upgrades such as next-day delivery or day-of-choice services are non-refundable once the order has been dispatched.

Large furniture items may be delivered using specialist courier services or pallet delivery where appropriate.

5. Pallet Deliveries (Large Goods)

Certain large items are delivered via pallet delivery, which allows next-day delivery for large goods.

Pallet deliveries involve the item being securely strapped to a standard wooden pallet (approximately 1.2m x 1m).

Important information about pallet delivery:

  • Deliveries are kerbside only.

  • Drivers are not permitted to move the goods into your home.

  • Drivers are not permitted to assist with removing goods from the pallet.

  • Customers are responsible for disposing of the pallet after delivery.

Please ensure appropriate access and assistance is available at the delivery location.

6. Returns Policy

We hope you love your items as much as we do.

Our standard returns policy allows you to return items within 200 days of receiving them, provided they are:

  • Unused

  • In perfect condition

  • Returned in the original packaging

Returns that meet these conditions are free of charge, except for:

  • Deliveries to remote areas of the UK

  • International orders

Remote postcode exclusions may apply.

7. Christmas Decorations Returns

Christmas decoration items cannot be returned if:

  • The return is outside the 14-day reporting window, and

  • The item is returned after December 20th in a used condition

8. Consumer Contracts Regulations (2013)

Under the Consumer Contracts Regulations, you have the right to cancel your order.

Your cancellation period:

  • Begins when you place the order

  • Ends 14 days after receiving your goods

If you cancel within this time, you have a further 14 days to return the goods to us.

9. Condition of Returned Goods

Returned items must be:

  • Unused

  • In original packaging

  • In a condition suitable for resale

Returns received without original packaging or returned in a used condition may incur a restocking and re-boxing fee of 15% of the purchase price.

Melody Maison reserves the right to apply a higher fee if an item is returned in a heavily used or damaged condition.

10. Refunds

Refunds are normally processed within five working days after the returned item arrives at our warehouse.

Please allow up to 14 days before contacting Customer Services regarding a refund status.

Delivery charges may be deducted where:

  • Delivery upgrades were selected, or

  • Remaining items from the order fall below the £100 free delivery threshold.

11. Returning Small Items

Items weighing under 20kg and packaged within 61cm x 46cm x 46cm may be returned via the Post Office using our Royal Mail returns label.

Please retain your proof of postage until the refund has been processed.

12. Large Item Collections

For larger items such as furniture, our courier will arrange a collection.

If a collection fails because:

  • The customer is not available, or

  • The item is not left in the agreed safe place

A £10 rebooking charge will be deducted from the refund.

13. Exceptions & Exclusions

Seconds Items
Products sold as "Seconds" are sold as seen and are not eligible for return under the standard returns policy.

Third-Party Couriers
If you arrange onward shipping with another courier, Melody Maison cannot be responsible for any damage that occurs after our courier has delivered the item.

We strongly recommend appropriate shipping insurance.

14. Flatpack & Self-Assembly Products

Flatpack items must be inspected for defects before assembly.

Any issues must be reported within 28 days of delivery.

Returns may be void if the item has been partially or fully assembled before defects are reported.

15. Secure Shopping

Your security and privacy are extremely important to us.

Our website is protected by multiple security systems and is continuously scanned for vulnerabilities.

When shopping with Melody Maison:

  • Your payment details are securely encrypted

  • Your personal data is protected

  • We comply with the security standards required by our payment processors

Our website is hosted by Shopify, a globally recognised e-commerce platform with strong security practices.

16. Storage of Personal Data

We never sell or rent your personal data to third parties.

However, certain information may be shared with trusted partners to help deliver services such as:

  • Email marketing

  • SMS messaging

  • Online advertising

  • Marketing performance analysis

All stored data is digitally encrypted and securely stored.

17. Card Details

Melody Maison does not store or capture your credit or debit card details.

Your card details are used only once to authorise payment with your bank.

18. Marketing Communications

We may contact you occasionally regarding:

  • Special offers

  • Promotions

  • Product updates

This may occur via:

  • Email

  • SMS

You can opt out of marketing communications during checkout or unsubscribe at any time using the link provided in marketing messages.

19. Cookies & Tracking Technologies

Melody Maison uses cookies and similar technologies to improve website performance and analyse usage.

These may include:

  • Cookies (stored on your device)

  • Web beacons / pixel tags

Disabling cookies may cause some website features to function incorrectly.

20. Types of Cookies Used

Strictly Necessary Cookies

Required for website functionality such as:

  • Secure checkout

  • Payment authentication

  • Address lookup

  • Spam protection

Third-party providers may include:

  • PayPal

  • Klarna

  • Google reCAPTCHA

  • Trustpilot

  • Loqate

  • Klaviyo

  • Attentive

Performance & Analytics Cookies

Used to understand how visitors interact with our website.

Examples include:

  • Google Analytics

Data collected is aggregated and anonymised.

Marketing & Advertising Cookies

Used to deliver personalised advertisements and measure marketing performance.

Providers may include:

  • Google Ads

  • Facebook Ads

  • Bing Ads

  • TikTok Ads

  • Pinterest Ads

Declining these cookies may result in less relevant advertising.

21. Blocking Cookies

You may control or delete cookies through your browser settings.

For further information, visit:

European Interactive Digital Advertising Alliance – Your Online Choices

22. Intellectual Property

All website content including:

  • Images

  • Logos

  • Text

  • Graphics

  • Design

is the intellectual property of Melody Maison or its licensors.

Content may not be copied, reproduced, or used without prior written permission.

23. Limitation of Liability

Melody Maison provides the website "as is" and makes no guarantee that:

  • The website will operate without interruption

  • Errors will be corrected immediately

We are not liable for:

  • Indirect or consequential loss

  • Loss of profits

  • Loss caused by misuse of products

Nothing in these terms excludes liability where exclusion is not permitted under UK law.

24. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

25. Your Statutory Rights

Nothing in these Terms & Conditions affects your statutory rights under UK consumer law.