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        Contacting Customer Support

        To help us assist you more efficiently, we highly recommend using our online customer service. The benefits of using our online support are: it allows us to receive your inquiry faster and resolve your issue more quickly, significantly reducing response times.

        Business Hours

        Customer Service Team Online Hours (UK Time):
        Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.

        Weekends and Public Holidays:
        Our customer support centre remains online as usual. Emails or forms submitted during this time will receive a response on the next working day.

        Please Note:
        Due to the large volume of information on social media platforms, it is not the most effective channel for order inquiries, refunds, or urgent matters. For urgent issues, please contact us via email or online chat to ensure your matter is addressed promptly.

        Expected Response Times

        We understand that timely answers are important to you. Please note the following response times:

        • Email/Form Inquiries: You will receive a confirmation and an initial response within 24 hours (on working days).

        • Complex Queries: For more complicated issues that require verification with couriers or warehouses (e.g., tracking updates, customs clearance), it may take 1-3 working days for a thorough investigation. We will keep you updated throughout the process.

        How Can We Serve You Faster?

        To help us resolve your issue more quickly, please provide the following information when contacting us:

        • Your order number

        • Your full name and registered email address

        • A clear description of your issue or request

        • If related to a product quality issue, please include relevant photos or videos for reference.

        Address

        Please note:
        This address does not accept returns. For any return inquiries, please contact us through online chat, email, or phone.

        Customer Support

        Phone: +44 7933 008777
        Email: support@maoters.co.uk

        Company Name: MAOTERS FURNITURE LTD

        Address:

        Suite 13200 61 Bridge Street
        Kington HR5 3DJ
        United Kingdom
        Have a question? We’re here to help.

        +44 7933 008777

        Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.

        support@maoters.co.uk

        Send Us An Email

        Have a question? We’re here to help.

        +44 7933 008777

        Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.

        support@maoters.co.uk

        Send Us An Email

        Shipping Policy

        Delivery Charge

        Free shipping on all orders.

        Maoters Shipping Policy

        We are committed to providing you with a seamless shopping experience for high-quality furniture, and all orders come with free shipping throughout the entire process. Below is a detailed explanation of our shipping policy to help you clearly understand the full delivery workflow.

        1. Shipping Area

        Currently, we only offer shipping services within the United Kingdom. Shipping to Northern Ireland, the Channel Islands, or other UK offshore areas is not available at this time.

         

        2. Shipping Process & Methods

        Once your order has been processed, the furniture will be delivered to our warehouse for inspection. After inspection, we will coordinate with local delivery carriers to ship the products to your address, with no shipping fees charged to you at any stage.

        • Basic Delivery Service:
          Curbside delivery (carriers will unload the furniture at your front door, apartment lobby, or driveway; in-home moving, stair access, or assembly are not included, and no extra fees apply).

        • Premium Delivery Service:
          White-glove delivery (for large furniture—includes delivery to a specified room, stair access (if no lift is available, please confirm in advance), unpacking, packaging disposal, and basic assembly such as installing table legs). This service requires a separate fee. Please consult customer service for a customised quote when placing your order.

        3. Timeframes (All in Business day, Excluding UK Public Holidays)

        The full delivery cycle has four key stages. Specific timeframes are as follows, with free shipping covering all stages:

         

        Stage

        Timeframe

        Details

        Order Processing

        7–14 Business day

        All items (including custom-made ones) go through production, strict quality checks, and secure packaging. Complex custom orders (e.g., oversized furniture) may take longer—we will notify you separately.

        Int’l Ocean Freight

        35–49 Business day

        After shipment, goods take 35–49 Business day to reach a U.K. port (includes export/import customs clearance and ocean shipping). Delays from severe weather, route changes, or customs inspections will be communicated promptly.

        Customs & Warehouse Transfer

        3–7 Business day

        After passing U.K. customs, goods are transferred to our U.K. warehouse. Rarely, extra time may be needed for extended customs checks or port congestion.

        U.K. Local Delivery

        7–14 Business day

        After warehouse inspection, local carriers deliver to your address. Time varies slightly by region.

        Total Delivery Time

        49–63 Business day

        Sum of the above stages. Due to large furniture production and international shipping, the cycle is relatively long—confirm this timeframe before ordering (free shipping is unaffected).

         

        4. Additional Fees (Only for Special Cases; Basic Delivery is Free)

        The following scenarios may incur additional charges. These are not shipping fees but are for special services or scenarios, and we will confirm the exact amount with you in advance:

        • Delivery to Remote Areas:
          For areas more than 50 miles from the nearest local carrier hub, additional transport costs may apply.

        • Delivery Requiring Stair Access:
          If there is no lift and the goods need to be delivered to floors above the ground floor, extra labour costs may be incurred.

        • Special Delivery Needs:
          For deliveries to locations with restricted entryways, height restrictions (e.g., vehicle height limits below 3.3m), or deliveries to malls or construction sites, additional coordination costs will apply.

        • Truck-Inaccessible Addresses:
          For addresses with narrow streets or no temporary parking, requiring small vehicle transfers, additional costs may apply.

        5. Customs Duties & Taxes

        Our product prices include all UK customs duties and import taxes, and free shipping applies throughout. You will not need to pay any additional fees for customs clearance or transportation upon delivery.

        6. Order Tracking

        To check the status of your order:

        • Use your unique order number on our official website’s “Track Order” page: https://www.maoters.co.uk/track-my-order.

        • Contact online customer service with your order number for real-time updates.

        Notice on Logistics Update Delays

        Please note that logistics information may experience slight delays. Tracking details usually become available after the carrier picks up the shipment and delivers it to the warehouse. If there are no updates temporarily, please contact customer service for the latest details.

        7. Important Reminders

        • Custom-Made Furniture:
          Most of our furniture is custom-made. Once production has started, modifications or cancellations may not be possible. Please confirm all order details carefully, as no refunds for shipping fees will be provided (shipping is free).

        • Delivery Progress & Updates:
          Delivery progress, tracking updates, and important notices will be sent to your registered email address. Please check your inbox regularly (including the spam folder).

        • Refunds for Special Service Fees:
          If a refund is requested for special service fees, only the service fee will be refunded. Standard bank handling fees will be deducted (unrelated to free shipping).

         

        8. Contact Us

        For questions about shipping, tracking, or delivery:

        Thank you for choosing Maoters.
        We appreciate your trust and patience, and we are committed to ensuring smooth delivery with our high-quality free shipping service!

        Customized services

        What does Maoters customization service include?

        Maoters is committed to providing you with the best shopping experience. The customization service is divided into two parts: free customization and paid customization, allowing you to choose according to your needs.

        Free customization service

        • Exclusive artwork design
        • Specific interior
        • Various colors for personalized customization

        Paid customization service

        • Customized size
        Customized service process
        • Free customization

        Contact customer service to inform product requirements – Customer service sends the required drawings for confirmation – Drawings confirmed – Customized products enter production – Production is completed and shipped – Delivery to your door

        • Paid customization service

        Contact customer service to inform product requirements – Customer service sends the required drawings for confirmation – Drawing confirmation completed – Pay for the customized product – Payment completed – Customized product enters production – Production is completed and shipped – Delivery to your door

        Contact Information
        If you have any product inquiries, please contact us:

        • Email: support@maoters.co.uk

        • Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.

        1-Year Warranty

        At Maoters, we take pride in the quality and craftsmanship of our furniture. This Warranty Policy outlines the coverage for defects in materials and workmanship in our products and the rights you have during the warranty period.

        Warranty Coverage

        We provide all products with a 12-month  Limited (based on the logistics receipt date).

        This warranty covers issues caused by defects in materials or workmanship under normal household use, such as:

        • Cracking wood (not caused by a dry environment)

        • Broken or severely corroded metal parts

        • Structural looseness (not due to improper assembly)

        • Peeling or bubbling finish over large areas

        • Functional failure of mechanical components (e.g., drawer slides, hinges)

        Warranty Process

        If you believe your product has a defect covered by this warranty, follow these steps:

        1. Contact Us:
          Please email us at support@maoters.co.uk with your order number and a detailed description of the issue.

        2. Provide Evidence:
          Please provide clear photos and/or videos showing the defective part of the product. This helps us assess the problem and find the right solution.

        3. Evaluation and Solution:
          Our customer service team will evaluate your case and propose a solution within 3-5 business days after receiving the necessary evidence. We may request additional information if required.

        4. Solution:
          Depending on the defect’s nature, we will offer one of the following solutions:

          • Replacement Parts: We’ll send you the replacement parts (e.g., new tabletop, drawer slides) free of charge.

          • Full Replacement: If the defect is severe and cannot be fixed with parts, we will replace the entire product.

          • Partial Refund/Compensation: If none of the above solutions are feasible, we may offer a partial refund or compensation for repairs.

        Warranty Limitations and Exclusions

        This warranty does not cover:

        1. Normal Wear:
          Scuffs, scratches, or fading caused by regular use.

        2. Misuse, Abuse, or Neglect:
          Damage caused by improper assembly, overloading, failure to follow care instructions, or exposure to extreme conditions (e.g., moisture, direct sunlight).

        3. Accidents or Force Majeure:
          Damage due to traffic accidents, fires, floods, etc.

        4. Self-Modification or Repair:
          Damage from attempts at repair or modification not carried out by us or our authorized service providers.

        5. Consumables:
          Items such as light bulbs, batteries, etc.

        6. Shipping Damage:
          Any damage incurred during transportation should be reported in accordance with our Returns and Exchanges Policy. It is not covered by this warranty.

        International Warranty Service

        Since we ship from overseas warehouses, warranty service will proceed as follows:

        1. Replacement Parts:
          We will send the required replacement parts to you, free of charge, from our overseas warehouse. You may need to perform the replacement yourself (we will provide instructions) or hire a local technician (at your own expense).

        2. Whole Unit Replacement:
          For full unit replacements, we will cover the one-way shipping costs for the new product from overseas to your UK address.

        3. Returning Defective Items:
          In most cases, large furniture items do not need to be returned. We may ask you to dispose of the defective item or provide proof of destruction (e.g., video showing the item being cut or disposed of) to avoid high international return shipping costs. For small items, we may request their return for inspection.

        Your Statutory Rights

        This warranty is additional to and does not affect your statutory rights under UK law.

        Under the UK Consumer Rights Act 2015, goods you purchase must be as described, of satisfactory quality, and fit for purpose. Statutory rights typically last for six years (in England, Wales, and Northern Ireland). However, this does not mean that goods must last six years without failure, but they must last a reasonable amount of time based on their nature.

        Contact Us

        For any warranty inquiries, please contact our customer service team through:

        • Phone: +44 7933 008777

        • Email: support@maoters.co.uk

        • Business Hours (UK Time):

          • Monday to Friday, 9:00 AM to 6:00 PM (GMT in winter, BST in summer), London time.

        30-business day Returns

        When shopping at Maoters, we want you to be 100% satisfied. Because furniture can be bulky and requires international shipping, please read this policy carefully before placing an order.

        Your Legal Rights

        Under the UK Consumer Rights Act 2015, you have statutory rights:
        The goods you purchase must be as described, of satisfactory quality, and fit for their purpose.

        If the goods do not meet these standards, you are entitled to repair, replacement, or a partial or full refund. This right is not subject to the time limits set out in this Policy.

        Changing your mind (“cooling-off period”) – applies to full-priced items only

        If you simply change your mind, we offer you 30 business day to return the product from the date you receive it.

        Return conditions:

        Items must be in new, unassembled, undamaged, and unused condition.
        All original packaging, accessories, tags, and instructions must be returned intact.
        Items must be repacked in their original packaging and placed in an additional outer box for safe shipping.

        Return process:

        Contact us: Within the returns period, please first contact our Customer Service Team by emailing after-sales@maoters.co.uk, quoting your order number and stating that you wish to return the product.

        Obtaining Authorization: We will provide you with a Return Material Authorization (RMA) Number and detailed return instructions. Unauthorized returns will not be processed.

        Arranging returns: You will need to arrange and return the product to our designated warehouse address and be responsible for the applicable international return shipping costs. We strongly recommend that you purchase shipping insurance as you are responsible for the safety of the item during return transportation.

        Inspection and Refund: Once we receive and inspect the returned merchandise and confirm that it meets the conditions, we will process your refund within 14 business days. The refund will be refunded to your original payment account.

        Defective or damaged goods

        If the merchandise you received is defective, damaged, or seriously inconsistent with the order description upon delivery, please contact us immediately (within 24 hours of signing for it).

        Required evidence: Please provide clear photos and videos showing damage to the outer packaging and the problem with the product itself.

        Solution: After verification, we will provide you with the following solutions (you have the right to choose):

        Free exchange for a new item (we will cover all shipping costs for the exchange).

        A full refund (including the shipping costs you paid for the original order).

        In such cases, you do not need to bear the return shipping costs.

        Refund Processing

        All approved refunds will be processed within 14 business days of our confirmation

        Refunds will be automatically processed back to the payment method used to pay for your original order (e.g. credit card, PayPal account). Please note that it may take an additional 5-10 business days for your bank or payment provider to credit your account.

        Non-returnable items

        For health and hygiene reasons, the following items cannot be returned once unpacked (unless defective):
        Assembled or custom-made items.

        Assembled or customized products.

        Exchange process

        We currently do not offer direct exchanges. If you would like to exchange your item for another one, please:

        Follow the above process to return your product and receive a refund.

        Place a new order for your desired product.

        Important Tips

        Transport damage: Please be sure to check the outer packaging before signing for it! If the outer packaging is severely damaged or wet, please indicate “outer packaging damaged” on the courier’s receipt and take photos on the spot for evidence. This will greatly help us deal with the problem later.

        Return address: The specific warehouse address and contact information will be provided by customer service after you apply for return authorization.

        If you have any questions about the returns process, please feel free to contact us: support@maoters.co.uk

         Please refer to Maoters’ https://www.maoters.co.uk/returns-exchanges return and refund policy for details .