Terms of service

Last updated: 18 October 2026

1. About us

This website is operated by ZOLIV LTD, trading as Maison Made, a private limited company registered in England and Wales (Company No. 17524576), registered office Flat 52 Bergenia House, Bedfont Lane, Feltham, TW13 4GE, United Kingdom. Email: contact@maisonmade.shop. Phone: +44 7460 631295.

2. These terms

These terms apply to orders placed on this website by consumers. Please read them before you order. Nothing in these terms affects your legal rights as a consumer.

3. Your order and our contract

When you place an order you will receive an email acknowledging it. Our acceptance takes place, and the contract between us is formed, when we confirm your order by email or dispatch it, whichever is earlier. If we cannot accept your order, for example because the engraving text cannot be produced or there was an obvious error in the price or description, we will tell you and refund you in full.

4. Personalised products

Our products are personalised with the engraving text you enter on the product page. Your text is engraved as entered, so please check spelling, capital letters and punctuation before you order. If you spot a mistake, email us straight away and we will correct it if personalisation has not yet started. We will not engrave text that is offensive or that infringes someone else's rights. Wood is a natural material, so grain, colour and markings vary from piece to piece.

5. Price and payment

Prices are shown in pounds sterling (£). The total price, including any delivery charge, is shown at checkout before you pay. Payment is taken when you place your order. If we discover an obvious pricing error after you order, we will contact you before personalising your item and you may cancel for a full refund.

Payment methods

The payment methods we accept are shown at checkout. Payments are processed securely by our payment providers; we do not see or store your full card details.

6. Delivery

We deliver to addresses in the United Kingdom only, from the United Kingdom. UK delivery is free on all orders, with no minimum spend. Personalisation and dispatch take 2 to 4 working days (orders placed after 2pm UK time are processed from the next working day), and UK delivery takes 2 to 4 working days after dispatch, so most orders arrive within 4 to 8 working days. These are estimates. Unless we agree otherwise, we will deliver within 30 days of the contract being formed. The goods are your responsibility once they have been delivered to you or to a person you have nominated.

7. Cancellation and returns

Because our products are personalised, they are exempt from the 14-day cancellation right under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We voluntarily waive this exemption and offer 30-day returns: you may return your item for a refund within 30 days of the day you (or someone you nominate) receive it, including if you have changed your mind. Change-of-mind returns must be unused and in new condition. Email us within that period for the returns address, and send the item back within 14 days of telling us.

For change-of-mind returns you pay the cost of returning the item. If the item is faulty, damaged, not as described or incorrect, we cover the cost of the return and refund you in full. We will refund the price you paid within 14 days of receiving the item back, to your original payment method and without a fee. We do not offer direct exchanges; please return the item for a refund and place a new order. See our Refund Policy.

8. Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they are not, you may be entitled to a full refund within 30 days of delivery, or a repair or replacement, or a price reduction or refund later. These rights apply to personalised items and are not limited by these terms.

9. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your legal rights in relation to the goods. We supply goods for domestic and private use only and are not liable for business losses.

10. Events outside our control

We are not responsible for delays caused by events outside our control. If such an event happens we will contact you, and you may cancel and receive a refund for any goods you have paid for but not received.

11. Complaints

If you have a problem, please email us at contact@maisonmade.shop or call +44 7460 631295 and we will try to resolve it quickly. We aim to reply within one working day (Monday to Friday).

12. Personal data

We use your personal data as set out in our Privacy Policy.

13. Governing law

These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales; if you live in Scotland or Northern Ireland you may also bring proceedings in your local courts.

ZOLIV LTD (trading as Maison Made)
Private limited company registered in England and Wales
Company No. 17524576
Registered office: Flat 52 Bergenia House, Bedfont Lane, Feltham, TW13 4GE, United Kingdom
Email: contact@maisonmade.shop
Phone: +44 7460 631295