Shipping & Returns

Shipping & Returns

Please email hello@wearemaven.co.uk prior to your return, detailing the reason for return and what it is you are returning.   

Please write your order number clearly on the package and return to:

Maven 'Returns'
MAVEN
Reid Memorial Hall
4a Maryville Avenue
Belfast BT9 7HE

Please ensure returned goods are suitably packed for transport. Do not write on, or attach tape or labels, to the product retail packaging itself. Return within 30 days of placing the order (in-stock items).

We cannot accept returns for 'made to order' items or for items customised to your specification.

We try our utmost to ensure you receive an excellent delivery service. If something goes wrong, we will try to rectify it. We do not offer compensation in the event of errors such missed, delayed or incorrect deliveries.

Delivery may be made by courier, pallet service or specialist delivery company depending on the type of goods, your location and the delivery service you have chosen. Some deliveries will require a signature to accept receipt.

If you specify a third-party mailbox address, we will not accept responsibility for any loss or damage after delivery is received (the point at which the courier delivers the parcel/s) as the parcel will be in the hands of another party. We will provide a standard record of delivery only.

Charges

Delivery charges will be shown at the time of order and we try to provide accurate pricing for this. We however reserve the right to change delivery charges subsequent to your online order if we discover a mistake in our pricing, we do not deliver to your area, or other information comes to light that would affect our delivery costs. You will of course be informed in such circumstance.

At checkout you need to select a delivery option appropriate to your location and the goods you are purchasing. If you select an incorrect option, we will contact you and request payment of any additional charges, such as if you select parcel delivery for a furniture item that cannot be sent as a parcel.

Lead Times

Lead times are estimates and we do not offer compensation for delays. The expected delivery time is usually shown on our website in days or weeks. This is provided as a guide only and may vary due to many factors. The lead time indicates the estimated time frame for the item to arrive with us from our manufacturer, it does not include onward transit to customer.  When goods are out of stock or temporarily unavailable, we will advise you of the progress of your order and an expected delivery date as soon as possible.

Storage

If we have offered delivery to you but you are not ready to receive the order, or if you have have chosen to collect a bulky item from our warehouse, we reserve the right to charge for storage from 10 days after we advise that your order is ready, at the rate of £20 per day. This charge shall apply in relation to each large item (such as one sofa, dining table or lounge chair etc.) or a number of smaller items (set of chairs, stools or lights etc.) as can be stored in a space of up to approximately 1.5m3. Charges will apply unless agreed in advance.

Dispatch

You will be informed of dispatch by email or telephone. You must inform us of non-delivery within 7 days of this confirmation so that we can make investigations and ensure goods can reach you as soon as possible. We will not be held responsible for goods undelivered after 14 days if you have not informed us of their non-delivery.

Access

Standard deliveries will be to the ground floor entrance to the building only. For deliveries which fail due to lack of proper access being available in relation to the size or weight of goods to be delivered, we will charge for return of the order to us in addition to any delivery charge. If subsequent redelivery is required, this will also be chargeable. If access is restricted and requires additional time on site, specialist equipment or extra handlers, additional charges will be incurred. Unless these charges are paid by you in advance, the delivery will not be carried out. We can provide delivery services where access is difficult and will be pleased to provide quotations for this service in advance.

Delivery inside your building

Unless specifically stated all deliveries are to the ground floor entrance to your building. If we are able to assist by arranging for delivery inside your building, at your request, Maven will not be liable for any damage to property or injury to persons on your premises however caused. We cannot move or dispose of existing furniture.

Delivery Method

We will deliver to you using the most suitable and economical method available to us, at our discretion.

We use a number of different delivery methods to get your order to you. You will be advised when we despatch your order and the courier services we use usually offers tracking and notifications. If you are unavailable, miss delivery, do not collect your order from a pick-up point you have nominated or have provided incorrect delivery information, the parcel may be returned to us. We may charge you for return costs incurred and redelivery costs. If you decide to cancel your order after a delivery failed because you were not available, we will deduct the delivery charges incurred from any refund due.

For some larger items a specific delivery date may be set with you, in which case delivery will only be attempted once. If such a delivery is cancelled at less than 24 hours’ notice prior to the delivery day, we may charge for either or both of the cancelled delivery or redelivery, at full cost (even if this was originally offered free or at a discounted rate). If delivery fails because nobody is available to accept it, or if you have supplied an incorrect delivery address, you will be charged for the full cost of return of the goods to us, and for any subsequent redelivery, even if delivery was originally offered free, or at a discounted rate. If waiting time is incurred because you are not available to receive delivery at the agreed time, we reserve the right to charge you an appropriate fee equivalent to the costs incurred.

Damaged, Missing, Faulty or Incorrect Goods

In the unfortunate event that you have received a wrong, damaged or faulty item, please email us at hello@wearemaven.co.uk within 3 days of delivery and our friendly customer care team will help you get things sorted.

Furniture and larger items delivered by our furniture delivery service must be checked by you or your representative at the point of delivery. Please report any problem to the delivery team before they leave.

To process any issues, we will need as much information as possible to help us resolve your claim efficiently.  Failure to provide this information will result in a delay to your claim.

Please provide:

  • Your name, address, contact number, email address and order number
  • Details of the issue
  • Images of the product which clearly show error, fault or damage
  • Images of packaging (even if the packaging is intact on arrival)
  • Images of anything else you deem relevant to the claim

We will acknowledge your claim within 2 working days but please allow us time after this to investigate the issue with the relevant brand or delivery partner, if necessary, before a resolution can be reached.

The item may need to be returned so please save the original packaging for this eventuality.

Orders delivered to overseas addresses must be returned to us at your own expense.

 

We do not offer compensation in the event of a product being faulty, incorrect or damaged but will arrange for any problem to be rectified as quickly as possible. We always try to ensure that your order arrives correctly and in perfect condition.

 

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