Shipping & Returns

DELIVERY

Maia Health and Beauty Limited deliver to destinations in the UK and other parts of the World.

We aim to dispatch all orders within 1- 2 working days of cleared payment. However during busy periods such as Christmas, dispatch times may be longer.   We use a number of couriers to deliver our orders such as UPS, DHL, FedEx and Royal Mail and aim to deliver orders to destinations in the UK within 2-3 days, although in most cases it is within 1-2 days. Once the orders are in the hands of the courier, however, the timing of delivery is not in our control.

Our couriers require a signature and operate between 9am and 5pm on weekdays only, so please specify an address where someone will be able to sign for your products between these hours.  If you are not in then a card will be left and the parcel can be collected from your local collection office or call the number on the card to arrange for your parcel to be redelivered.

If your parcel is not collected or delivered then the order will be returned to us. We can arrange for it to be redelivered but you will be charged for the cost of re-posting.

International orders will have longer delivery times depending on location.

We will make every effort to deliver within the time stated on our website but we will not be liable for any loss caused to you by late delivery. If the goods are not delivered within the delivery time which we quote, please contact us by telephone or email.

We will try and ensure that you receive your order as quickly as possible.  Your order cannot be cancelled after goods have been dispatched.

Please note that in the unlikely event of packages being lost or damaged, we are obliged to follow the set procedures of the courier company used.

Please note for order deliveries outside the UK, we will ship the goods to the same country as the billing address of the credit/debit card used to make the payment.

DELIVERY CHARGES

Deliveries to UK mainland addresses are FREE on all orders £50 or more. For orders under £50 there is a charge of £4.99. All orders are sent by Royal Mail first class to sign for (which on most occasions is delivered the following working day) or Royal Mail Special Delivery if guaranteed next day delivery is selected (delivered Monday to Friday). For larger orders we may use UPS or another courier but all orders have to signed for on receipt. Delivery to Highlands and Islands May incur a £10 surcharge.

DELIVERIES FOR THE REST OF WORLD

With all orders varying in size and weight, it is difficult to have a set price for delivery when sending orders outside of the UK and as such there may be additional shipping costs to the set price stated during checkout. If an additional payment is needed then we will contact you once the order has been packed with the accurate shipping costs.

If you are considering placing a particularly large order, please contact us to discuss your requirements and we will advise you of the delivery costs.  Our website by default is set to charge the postal charges listed above. We reserve the right to make reasonable charges for postage and packing of large, heavy, bulk order consignments.

Please note that you will be liable for any charges incurred from customs such as duty and tax.

RETURNS

We believe that you will be delighted with your products but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. You can return your order in its original unopened condition to:

Maia Health and Beauty Limited (Returns)

26 Gurney Road

London E15 1SH

within 7 days of the date on which you receive it. You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery.

If you return the product in its original condition, we will refund you any money which you have paid us for that product. All you pay for is the return postage of the goods. If you return an item to us that is faulty, which you did not order or for any other reason which is our fault, we will also pay you the cost of the return postage. If this happens, please contact us first on 02085556575 and we will let you know how you should send the item to us.

This does not affect your statutory rights.

RIGHT TO CANCEL

You have the right to cancel the purchase of a good without having to give a reason at any time within the “cooling off period” of seven working days, beginning on the day after you receive the goods.
You must notify us of your cancellation in writing to our contact address below or by email to support@maiahb.com

Maia Health and Beauty Limited (Returns)

26 Gurney Road

London E15 1SH

If you are in possession of the goods you are under duty to retain them and take reasonable care of them.
You must send the goods back to us in their original condition to our contact address at your own cost (unless we delivered the item to you in error or the item is damaged or defective) as soon as possible once you have cancelled the contract.
We reserve the right to make a charge not exceeding our direct costs of recovering the goods if you do not return the goods or return them at our expense.

COMPLAINTS

We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.

If you feel you have a complaint you wish to make please e-mail us at support@maiahb.com or call our Customer Service team on 02085556575.

We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond as quickly as practical usually within 24 hours either resolving your complaint or with an expected timescale for resolution of the issue.

You can read our Privacy Policy in details here