At Masons Design, every order is handcrafted with care and packaged securely to ensure it arrives safely at your door. Below you’ll find details about our shipping process and return policy.
Shipping Information
Processing Time
Personalised orders are usually handcrafted and dispatched within 5–7 working days.
Non-personalised items may be dispatched sooner.
Delivery Time
UK Standard Delivery: 2–3 working days after dispatch.
Express Delivery: Coming soon.
Shipping Costs
Shipping is calculated at checkout and depends on the size and weight of your order.
We occasionally offer free shipping promotions — sign up to our newsletter to stay updated.
Packaging
All items are carefully wrapped to protect them during transit.
Many of our products come gift-ready, making it easy to send directly to a loved one.
Returns Policy
We hope you’ll love your order, but if you’re not completely satisfied, here’s how returns work:
Personalised Items
Because personalised items are custom-made, we can only accept returns if the product is faulty or has been made incorrectly.
Non-Personalised Items
You may return non-personalised items within 14 days of delivery, provided they are unused and in their original condition.
Return Costs
Unless the item is faulty, customers are responsible for return shipping costs.
We recommend using a tracked service to ensure safe return.
How to Return an Item
Contact us at info@masons.design with your order number and reason for return.
We’ll confirm return details and provide the return address.
Once we receive and check the item, we’ll process your return in line with our Refunds & Cancellations Policy.
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 48 hours of delivery with clear photos. We’ll arrange a replacement or refund as quickly as possible.
At Masons Design, we want you to shop with confidence, knowing that your order is crafted, packed, and delivered with care. If you have any questions about shipping or returns, please get in touch here.
