Terms & Conditions

Order Processing

Your order is sent directly to our secure till in our shop for processing, if your order is listed as in stock it will be:-

  • Picked and packed within 2 working hours of receiving the order
  • Next Day Orders
    • Dispatched within 24 hrs of receiving your order
    • Sent by courier on a next day service
    • With you the next day if the order is received by 1pm
    • Tracked and notifications sent by text or email
  • Royal Mail Orders
    • Dispatched within 24 hrs of receiving your order
    • Sent by Royal Mail on a 3 day 2nd class service
    • Sent Sined for so we can investigate any issues of none delivery

If for some reason we cannot complete your order we will:-

  • Email you within 24 working hours of your order being placed
  • Offer you an alternative product or revised delivery date
  • Process a refund within 3 working days if the issue cannot be resolved

If your item is bespoke or listed as delivery 7-10 days we will:-

  • Email you within 24 working hours of your order being placed
  • Notify you that your order is being processed
  • Provide an estimated delivery window
  • Email you to notify your order has been shipped

You can track the progress of your order at any time by logging into My Account and viewing your Order History.

Returns: Online & Mail Order Purchases

Returning Unwanted Items

If your purchase is not wanted or you change your mind feel free to return it for a full refund either in store or via mail but please ensure:-

  • To notify us of your intent to return by email within 14 days of receiving the goods
  • To include order number, item details and reason for return on email
  • To return the items within 14 days of notification
  • To securely package item and return it in it’s original wrapping unused
  • You have a proof of posting (in case it gets lost)

Your item refund will reach your account within a maximum of 7 days of the items being returned but will not include any delivery charges or postage costs.

Faulty or Damaged Items

If your purchase doesn’t reach you in perfect condition or develops a fault. We will be more than happy to replace or refund the item please follow steps below:-

  1. Notify of us by email
    • Include order number, item details and damage or fault
    • Damage within 14 days of receiving the goods
    • Faulty item (electrical or battery operated items etc.) within 6 months
  2. Send Photographs of fault or damage by email
  3. Await Response from our Team within 7 days
  4. Follow instructions given by our team
  5. If a return is required all postage costs will be paid

Exclusions

We cannot give refunds in the following cases:

  • Personalised items unless faulty, miss-spelt or miss-represented
  • Items returned after 14 days of notification or purchase, a gift voucher will be issued
  • Damaged items not notified by email to us within 14 days.

Goods Should be returned to:

Antique Rose
3 Bush walk
Wokingham
RG40 1AT
UK

This does not affect your statutory rights.

Pricing

On occasion, the prices payable and promotions offered in respect of goods advertised on the website may differ from those prices and promotions offered at the same time in-store. We are under no obligation to honour any in-store price or promotion in the event that they differ from those on the website. Similarly, our store is under no obligation to honour any website price or promotion in the event that they differ from those in-store.

The total price payable will be stipulated at the time when you place your order whether or not the order has been acknowledged. All prices are inclusive of VAT but exclusive of delivery charges which will be payable as indicated at the time the order is placed.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If a product becomes unavailable we may offer you an alternative or suggest that you (re-)visit our store.

Although we endeavour to ensure that all pricing information on the website is accurate, occasionally an error may occur and goods may be mispriced. If we discover a pricing error we will, at our discretion, either: contact you and ask you whether you wish to cancel your order or continue with the order at the correct price; or notify you that we have cancelled your order. We will not be obliged to supply goods at the incorrect price.

Prices that are reduced for sales and promotions are only valid for the specified period.

Product Information

We do our best to ensure that all items are shown in their correct colours and finish but due to the variations in wood colours for example it is inevitable that their will be some variation in finishes. Different monitors and screens also vary enormously, so if you have any queries regarding colour or finish on any of our products, please telephone us on 01189 798414 Monday to Saturday between 9.30am and 5.30pm

Delivery

Lost Parcels

We prefer to send all our parcels sent by courier and are tracked and signed for to ensure they arrive when and where they should. Parcels will be sent to the delivery address provided on the order. Please report parcels not received within 48hrs from dispatch (Same day dispatch orders placed before 1pm on weekdays, next working day for all other orders). You should receive tracking information to keep an eye on the status of your order. If you can’t track it down we will track it for you. Any issues drop us an email with your order number and we should come back to you within 48 working hours with a response.

If you have selected Royal Mail we will always send signed for so we can track if it has gone a miss, parcels are sent second class so should take 3-4 days but may tae up to 7 days at busy periods. If you have not received your item within 7 days please notify us by email with your order reference number and we will investigate. It can be a more lengthy process tracking a Royal Mail parcel but we will begin it as soon as we have received notification and aim to resolve within 14 days.

If you are unavailable when our delivery partner tries to deliver your order, they will usually try to deliver again the next working day or they will drop a card in to offer you a collection from a local collection point. If you should refuse delivery of goods, or are not available to accept the delivery on both delivery attempts, you will be required to cover any extra costs incurred.

Security (WorldPay)

We use the industry leading internet payment company WorldPay to protect your card details and protect us from fraud. The following security systems are used.

Transaction security

All transaction information passed between merchant sites and the WorldPay VSP Systems is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to your servers from WorldPay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing you pass to the WorldPay servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Encryption and Data Storage

All sensitive data is secured on WorldPay using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign’s Global Root certificate, making them all but impossible to extract. The data we hold is extremely secure and we are regularly audited by the banks and banking authorities to ensure it remains so.

Links to banks

WorldPay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.

Employee access

No individuals within Maison Rustic or WorldPay are able to decrypt transaction information or cardholder data. Our systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your transaction information and customer card information is secure even form our own employees because our systems never display the full card numbers, even on administration screens.

Security (PayPal)

We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details, they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk

Law

These Terms and Conditions of Sale shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts. We are required by law to inform you that sales can be concluded in English only and that no public filing requirements apply.

Privacy

Maison Rustic is committed to protecting your privacy. We will only use information given at the time of ordering or when making an enquiry by whatever means is collected lawfully and in accordance with the Data Protection Act 1998.

We do not pass your personal information on to third parties. All transactions that you initiate with Maison Rustic on this web site are confidential. Your name will not be added to any third party mailing lists.

The Data Protection Act

Under the terms of the Data Protection Act 1998, we have a duty to protect any information we collect from you. It will not be disclosed to any other organisation unless you give explicit permission, or there is a legal obligation to do so. We collect information about you for two main reasons:

  • To process your online order.
  • To provide you with the most efficient possible service.

The information collected will be used to personally keep in touch and let you know of any offers, sales or promotions that Maison Rustic are carrying out (if you have selected to receive these emails/newsletters).

Right to request information

You have a right to request a copy of any personal data held by Maison Rustic at any time, in order to check its accuracy. If you wish to do this, please write (explaining that your interest is in personal data maintained by Maison Rustic) to: Maison Rustic, 3 Bush Walk, Wokingham, RG40 1DB

Changes to this policy

This privacy policy will change from time to time as we develop the range of services on the website. When this privacy policy changes, we will place an updated version on this page.

General

Regularly reviewing this page ensures that you are always aware of what information we collect, how we use it and under what circumstances, if any, we will share it with other parties. You should always check the privacy policy before using this site, even if you have visited it in the past. This ensures that you will be aware of any changes. Changes to our privacy policy do not affect information we already hold about you. This statement was last updated on 4/10/12.

These Terms and Conditions apply to all transactions between us and yourself. They do not affect your statutory rights. Please read them carefully.

We may change these Terms and Conditions at any time. Any changes will take effect on the date they are posted on our website.

These Terms and Conditions are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these Terms and Conditions.

Failure by us to enforce any of these Terms and Conditions will not affect our right to enforce the rest of these terms and conditions.