Frequently Asked Questions
Can't find the answers you're looking for, please give us a call on +44(0) 113 539 9896 or email firstname.lastname@example.org. We're here to help.
Looking for more information on our made to measure products? We answer all your frequently asked questions here.
What are Voyage Maison's opening hours?
Our opening hours are 9am to 4pm Monday to Friday. We are closed over the weekends.
How do I contact Voyage Maison?
You can contact us via email at email@example.com or by calling us on +44(0) 113 539 9896 during opening hours.
Where can I find out technical information for your products?
All technical information is displayed within the specifications section of the Product page. If you can't find what you are looking for, please email us at firstname.lastname@example.org
The colours on the website look different to the product I ordered. Why is that?
We try to match the colours on the website as well as possible, but for technical reasons (monitor colour settings, lighting) the colours will differ slightly. This is why we advise customers to order samples before placing an order for fabric or wallpaper.
Payment & Ordering
When is Payment taken for my online order?
We charge your Credit or Debit Card as soon as you click 'Confirm' during the checkout process.
Why won't my Card Payment go through?
It is not always possible to confirm why your payment has failed, as the process involves our payment system and your own bank. However, if your payment does fail, the first step is to check you have entered all your details correctly. Remember these need to match what is written on your bank statement. Alternatively, please try another card or contact customer services at email@example.com for further advice.
Has my order been received?
Customers will receive an email within a few minutes of placing an order, confirming that the order has been received. Your order number and details will be stated in this email. You may also open an account on Voyage Maison so that you may check the status of your order at any time simply by logging in to your account. We also welcome customers to email us to confirm their order has been received or dispatched if for any reason you are unable to access your email.
Do you charge VAT on your products?
All prices shown on Voyage Maison include VAT already applied at 20% for UK customers. If you would like a copy of a VAT receipt for any purchases, please contact us via email at firstname.lastname@example.org and a member of our team will be happy to assist.
How do I check the status of my order?
You can log into your Shopify account and check to see if the order has been dispatched or not. Alternatively, you can email us at email@example.com or call us on +44(0) 113 539 9896 for more information.
The product I ordered is out of stock, what happens now?
All of our products are designed by our in-house team and are our own Voyage Maison branded goods. This means that we always have access to stock of any item (except for certain discontinued, clearance lines and older products that are no longer available).
If for any reason the item, you have ordered is out of stock or unavailable to ship we will contact you as soon as possible to let you know the expected date of delivery. A member of staff will be happy to assist you with either pre-ordering the item or cancelling if the time frame is unsuitable. Stock levels are always changing due to the high volume and demand of our products. Our team are regularly updating the website to reflect stock but if any errors appear please note we will aim to update these as quickly as possible.
I have changed my mind. Can I cancel my order?
Orders that have already entered into production or have been shipped cannot be cancelled. Our customer service team will advise you at the time of contact if your order has been dispatched or not. The buyer has the option to return the item for a refund – please check out our Refund Policy. Please note, custom order and made to order products are not eligible for returns/refunds.
Delivery & Returns
Is buying online with Voyage Maison safe?
Your card details are completely secure. Voyage Maison is certified Level 1 PCI DSS (Payment Card Industry Data Security Standard) compliant. See pcisecuritystandards.org for further information.
Our online checkout process verifies your registered billing address, therefore, we only accept debit/credit cards registered to your billing address.
When will I receive my delivery?
Delivery times vary depending on the product you have ordered and stock availability. Please refer to our Delivery Page for more information.
How much does Delivery cost?
Our delivery prices vary depending on the item(s) and location of your delivery address – therefore we do not have a flat rate fee. If you wish to double check before ordering, please contact us at firstname.lastname@example.org or call us on +44(0) 113 539 9896 – alternatively you can double check prices on our Delivery Policy page. Your delivery price will be calculated automatically at checkout as standard.
Will all my products ordered arrive at the same time?
We try to deliver whole orders but sometimes this isn’t possible. If you have ordered a combination of both standard and heavy items, they will be delivered by different couriers. It may also be a result of one or more of your items currently being out of stock or lead times on production.
Do you ship internationally?
Currently, we only deliver to addresses in the UK. Unfortunately, this does not include Northern Ireland.
Will I need to pay Customs charges?
We take all necessary steps to pay for any customs charges but will not be responsible for any additional charges that may arise. This is always the responsibility of the customer. We file all the necessary documentation required to avoid customs charges, but on the very rare circumstance that a charge is applied by customs please contact us and we will aim to resolve this for you.
How do I report damaged or faulty products?
In the event of faulty or damaged goods, please report it within 48 hours to our Customer Service team along with photos of the fault/damage, and we will aim to resolve this for you.
If there is any damage to the outer packaging, please note this when signing for the delivery. And if you can take photos of the damaged packaging then it would assist us in putting a claim in against the courier company.
If you have ordered fabric or wallpaper or similar goods, please provide us information such as the product code or batch number, so that we can replace with the exact same product.
Please note, you must report any damages or shortfall to us within 48 hours of receipt of goods, failing to do this means we reserve the right to refuse any claims after this period. View our full returns policy for more information.
There is an item missing from my order, what should I do?
If there are any items missing from your order, please contact us immediately so we can track it down for you. You have 48 hours upon taking receipt of your delivery to let us know about the missing items. If you fail to notify us within the time frame, you may be charged for the product again.
Do I have to pay to return my order?
Return costs are paid for by the customer, unless we are found to be responsible for the return then we will refund the cost - for damaged or faulty goods (subject to Royal Mail pricing). View our full returns policy for more information.
How will I be refunded?
All refunds are made to the original card or payment system used for purchase. To stop potential fraud and to protect all parties involved we cannot make any exceptions to this rule.
Any refund will take up to 14 days to process and a further 3 to 5 working days to show back in your account.
I have forgotten my password - Help!
Simply click the "Forgotten your password?" link on the log in page. You will then be sent an email with instructions on how to reset your password.
If you do not receive the password reminder email through, please start by checking your spam folder for our email. If you still can’t find it please contact customer services on +44(0) 113 539 9896 or email email@example.com
How do I change my address on my account?
You can amend your address by logging into your account and accessing your account information page. Alternatively, you can call us on +44(0) 113 539 9896 and we can update your details.
By registering, will I automatically receive marketing emails?
The choice is entirely up to you. It is, however, worth mentioning that we do not send out a lot of emails, but when we do they tend to have exclusive offers and discounts not offered to the general public.
Voyage Maison (C/O Riva Home)
t: +44(0) 113 539 9896 | Part of the Riva Home Group
Registered Number GB02090119
Registered Office: C/O Riva Home, Coal Road, Leeds, West Yorkshire, LS14 1PS
VAT Number GB169749600