La Maison Couture is a multi-channel retail platform showcasing sustainable fine jewellery,
responsible jewellery makers, independent jewellers and lifestyle brands with cutting-edge
design. Our mission is to champion and mentor established and emerging brands committed
to social and environmental change. Just as importantly, we believe it is our responsibility to
reassure our customers that they are purchasing meaningful jewellery pieces from brands
with a positive impact on our planet’s people and resources.

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Our products are available online at lamaisoncouture.com and also at Selfridges.com. We do
not currently have a physical store where you can view our products but we do like to “pop
up” from time to time in interesting locations. Please subscribe to our newsletter for more
information on our pop up appearances and get involved.

We’re always looking to collaborate with like-minded partners who share our vision for a
more sustainable and conscious jewellery industry and would love to hear from you. Please do get in touch with us by filling out this form.

We are happy to help with any enquiry about our products. Please email us directly at
info@lamaisoncouture.com

Once you have made your purchase, you will receive an email from us acknowledging that we have recieved your order. Please note this does not mean that your order has been accepted.

Your order will be accepted once we have confirmed that your items are available to dispatch and we have successfully authorized your card details, we will notify you to confirm your order at this point.

You may cancel your order at any point up until your item has been dispatched.

Please email us at info@lamaisoncouture.com as soon as possible if you need to cancel your order.

If the item you have ordered is out of stock, we will email you as soon as possible to let you
know. Your card will not be charged and you may decide whether to wait for available stock,
or cancel your order.

Please email us to let us know as it may be possible to special order the size for you,
depending on the supplier.

Please view our international ring size conversion chart here.

If your item is a Gift and you would like us to include a special message for the recipient, please email us with your message once you have placed your order. Please indicate whether you would prefer us to exclude any price information from the packing documents.

If you would like to exchange an item, you will need to return the original item according to
our returns policy. You will need to place a new order for the exchange item.

VAT is charged at 20% for all UK orders and is included in the retail price.
If you have any further queries about VAT please email info@lamaisoncouture.com

Once we have accepted your order we will email you to confirm dispatch of your item with a
tracking number. Enter this tracking number directly on the carrier website to track your
delivery.

Yes. We can deliver to a different address than your billing address provided your credit card
details have cleared our secure payment system and the correct delivery address has been
provided at the time of ordering.

We ship to most countries worldwide.
If you do not see your country listed as an available shipping destination, please contact us to
let us know.

If your order is for delivery within the UK there should be no additional import duties and taxes to pay. 

Please note: If you have ordered an item for shipment to the UK from one of our suppliers based outside the UK, it is possible that import duties may be incurred.

In this instance, if you should receive notification of any additional charges please contact us at info@lamaisoncouture.com
If your order is an International Order (i.e for delivery outside the UK), it may be subject to import duties and taxes which are levied when the delivery reaches the destination country. You will be responsible for payment of any such charges, these are outside of our control and we cannot predict the amount.

Please contact your local customs office for further information before placing your order.

Please note: you must comply with all applicable laws and regulations of the country for
which the products are destined.

Unfortunately we are unable to ship to PO Boxes.

Yes. Due to customs changes as a result of Brexit, all orders placed after 31 December 2020 to be delivered to Europe will be deemed International Orders (i.e for delivery outside the UK). As such they will be subject to local import duties and taxes and our existing International shipment terms of service shall apply.

Our Standard shipping charges are:
Standard UK FREE
USA, Europe and Northern International - £25
Middle East, Far East and Southern International - £35

Please note that shipments may be subject to additional delivery charges depending on the
size and weight of the shipment. We will contact you with further details if additional
charges apply.

Our estimated delivery timescales are:

Standard UK: 2-3 working days (Mon-Fri)
International: 5-7 working days (Mon-Fri)

You may monitor your order using the tracking information that we send you in your Dispatch Confirmation email.

Due to the high value of our products you will be required to be available to sign for your order.

We will issue you with a full refund including post and packaging, provided that the products are returned complete, in perfect condition, unused and with the original packaging in tact.

As soon as we have received notification that your return has been received by our supplier and it complies with our returns policy, we will refund you by your original payment method.

Please note that payments can take up to 14 working days to process depending on your bank or payment provider.

To exchange an item simply return the original item according to our returns policy and place a new order for the item you require.

If you are not entirely happy with your order, you may return it within 14 days of receipt. We
will issue you with a full refund including post and packaging, provided that the products are
returned complete, in perfect condition, unused and with the original packaging intact.

The returns address is dependent on the item that you have purchased. We provide full details on how to return an item, together with the return address, with your order.

Please make sure you use the correct returns address for the product which you have purchased and we would recommend that you obtain Proof of Postage when returning your item. If you have any queries over your return please do not hesitate to contact us.

Your refund will be credited back to the card you used to place your order. We will issue you with a full refund including post and packaging, provided that the products are returned complete, in perfect condition, unused and with the original packaging intact.

We accept: Visa, Visa Debit, Master Card, Maestro and Paypal payments via our secure online payment system.

Your credit card will not be charged until your item is ready for dispatch, except in the case of pre-order or special order items, when we may need to take payment in advance.

If your order is for delivery within the UK there should be no additional import duties and taxes to pay. Please note: If you have ordered an item for shipment to the UK from one of our suppliers based outside the UK, it is possible that import duties may be incurred. In this instance, if you should receive notification of any additional charges please contact us at info@lamaisoncouture.com

If your order is an International Order (i.e for delivery outside the UK), it may be subject to import duties and taxes which are levied when the delivery reaches the destination country. You will be responsible for payment of any such charges, these are outside of our control and we cannot predict the amount. Please contact your local customs office for further information before placing your order.

Please note: you must comply with all applicable laws and regulations of the country for which the products are destined.

We do not store your credit card details.

Please be assured that we consider all of the information you share with us to be private and confidential. We will never share, rent or sell your personal information without your consent.

If you receive an email from us saying your order is declined by your bank, this means that we have received a declined authorization error message from your bank when attempting to take your card payment.

This may mean that your bank is simply taking extra precautions in order to protect your card safety. However, you will need to contact your bank directly to authorize your card payment before we can proceed with your order.

The payment system verifies all of your details with those held by the bank, if any information is not exactly the same as the bank the payment will be rejected. The core elements to check are:

Name: This should be exactly as it appears on the card
Billing Address: This must match the address as it appears on your bank statement
Card Number: Please enter with no spaces
Start / Expiry Date: Check the details and format
CCV: This is the last three digits shown on the signature strip on the reverse of the card.

If all of the details are correct the issue may be caused by the 3DSecure (Verified by Visa or MasterCard SecureCode) verification. This system setup by your card issuer to manage online fraud and protect your account and we cannot override or change the details therefore you will need to contact your bank or card issuer to check that there are no problems with the 3DSecure system on your account.

Your SecureCode/3D Secure password is personal to your VISA or MasterCard. When you purchase from most retailers at the end of the online transaction a window appears and will ask you for this number. If you have forgotten the password you are given the option of re-setting this. If you choose this option you will be prompted to answer some security questions before resetting the password. Once reset you can continue to complete the order.