Shipping & Returns

At Billie Maison, every piece is made with care and attention to detail. Because our furniture is custom-designed and often made specifically for you, we take a little extra care when it comes to delivery and returns.

Shipping

England

Delivery within England is free.

We will arrange delivery directly to your home and keep you informed throughout the process. As our pieces are carefully made and can vary significantly in size and weight, delivery is arranged based on the individual piece and your location.

Wider UK

We also deliver across Scotland, Wales and Northern Ireland. Additional delivery charges may apply depending on your location, the size of the piece and the delivery requirements.

Any applicable additional shipping costs will be confirmed with you before your order is finalised.

Europe

We ship our furniture throughout Europe. International delivery costs vary depending on the destination, dimensions and weight of the piece.

The applicable delivery cost will be confirmed with you before your order is finalised.

Please note that international orders may be subject to local customs duties, import taxes or other charges. These costs are the responsibility of the customer.

USA

We are pleased to offer delivery to the United States.

As our pieces are individually made and can be substantial in size, shipping costs to the USA are calculated on a case-by-case basis. We will provide a clear shipping quote before your order is confirmed.

Any applicable import duties, customs charges or local taxes are the responsibility of the customer.

Delivery

Once your piece is ready, we will contact you to arrange a suitable delivery date and time.

Our delivery team will make every effort to deliver your furniture safely and carefully. Please ensure that there is suitable access to your property, including doors, stairways, lifts and corridors.

For particularly large or complex pieces, we may ask for photographs or measurements of the access route before delivery.

If you have any concerns about access, please get in touch before placing your order. We are always happy to help assess the requirements.

Made to Order

Many Billie Maison pieces are made to order and customised specifically for you. This means production will only begin once your design and specifications have been confirmed.

Because of this, production times can vary depending on the piece, level of customisation and current demand. We will provide an estimated timeframe when you place your order and keep you updated throughout the process.

Returns & Cancellations

We want you to love your Billie Maison piece. However, because our furniture is often custom-made, personalised or produced specifically to your specifications, customised pieces generally cannot be returned simply because you have changed your mind once production has begun.

If you need to cancel or amend an order, please contact us as soon as possible. We will always do our best to accommodate changes where production has not yet started.

For standard, non-customised products, returns may be possible subject to the applicable consumer rights and the individual product's terms.

Damaged or Incorrect Items

Every piece is carefully inspected before leaving our workshop.

If your furniture arrives damaged, defective or differs materially from what you ordered, please contact us as soon as possible. We may ask you to provide photographs of the item and its packaging so that we can assess the issue and arrange the appropriate solution.

Where a product is confirmed to be faulty or damaged during delivery, we will work with you to arrange a suitable remedy, which may include repair, replacement or another appropriate solution.

Questions?

If you're unsure about delivery to your location, access requirements, lead times or whether your piece qualifies for a return, please get in touch before ordering.

We're here to make the process as seamless as the furniture itself.