Terms & Conditions


1.1 All Products on this website (which may vary from time to time) are available throughout mainland UK unless otherwise stated* (see 4.1)

1.2 All Products are subject to availability. In the event that we are unable to supply the Product or any substitute product to you at all, we shall notify you as soon as is reasonably possible and shall reimburse your payment in full and in any event no later than 30 days after the intended delivery date.

1.3 Some products which are heavy items may have additional delivery costs; you may be prompted/required to order by phone and advised of delivery costs, in the case of overseas orders we will contact you as soon as possible by email to advise of additional delivery charges.

1.4 Our products comply with current British and European standards.


2.1 Prices listed within the Service are valid for a maximum of 14 days from submitting your order.

2.2 Prices include VAT where applicable. Children’s clothing, shoes and books are Vat exempt.

2.3 Prices are stated/charged in GBP ( £ ) Sterling.

Order / Payments

3.1 During order submission you shall be required to provide us with your personal details, including accurate postcode, together with those of the intended recipient and all necessary payment details. We accept payment by most major credit and debit cards. By clicking on the 'complete order’ button on the Order Form, you are consenting to be bound by our terms and conditions contained in these Terms and Conditions and appearing anywhere on the online site.

3.2 Submitting your Order Form is subject to our acceptance of this offer and we will not consider ourselves bound by a contract with you unless we have issued you a confirmation of order delivery by email. This is not the email sent on submission of an order.

3.3 We cannot accept Order Forms from customers under the age of eighteen (18) years.

3.4 We aim to despatch your order within 48 hours (maybe slightly longer during peak periods)



UK Mainland There is a delivery fee of £4.00 for UK Standard delivery using Royal Mail recorded, we aim for this to reach you within 3-5 working days from dispatch (Orders placed at the weekend will be processed on the monday). 

We aim to dispatch your order within 48 hours.

UK Next Day There is a delivery fee of £11.99 for UK Next Working Day Delivery, orders must be placed before 1pm for next day delivery. (Excludes Weekends, Orders placed before 1pm on a friday will be delivered on the monday, Orders placed on a Saturday/Sunday will be processed on the Monday for delivery on the Tuesday)

We send via Royal Mail special delivery service or via courier.

 *Some remote parts of the country particularly some parts of Scotland may incur additional delivery costs and delivery time, if this is the case we will notify you as soon as is reasonably possible.

4.2 On acceptance by us of your Order Form we will advise you by e-mail confirmation if there are any problems relating to your order. We will process Order Forms received on Saturdays, Sundays, or Public Holidays the next working day. We do not deliver on Saturdays, Sundays or public holidays.

4.3 Anomalies in your submitted personal details may lead to problems or delays in delivery, so before placing your order, please ensure that you have included the full address details, including accurate postcode of the intended recipient and your daytime contact telephone number or e-mail address so that we can notify you in the event that any delivery problems are encountered.

4.4 Whilst we agree to use all reasonable endeavours to ensure that delivery will be within the stated time frame from dispatch you acknowledge that in very occasional circumstances delivery on the requested terms will not be possible. In such circumstances you will be given prior notice wherever possible.

4.5 In case of delivery to certain locations where a third party is involved, such as offices, hospitals, airports, hotels, ships and other business locations, the signature of any person authorised to accept delivery on behalf of the organisation shall be accepted as proof of delivery to your chosen recipient.

4.6 Please note that we are only responsible for delivering against signature to the address you quote (or an imminent neighbour if no one is at home) we regret that where goods have been correctly delivered we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual received refuses or fails to return item(s).

4.7 Where the carrier is unable to find someone to accept delivery they will either deliver to a neighbour or leave a card at the address for the recipient to make contact.

4.8 In the instance of there being difficulties in delivering your order to the intended recipient we reserve the right to contact the recipient using the contact details you provide on the Order Form.

4.9 When placing your order you are able to specify further delivery information using the 'Delivery Notes' field provided. This is intended to provide further guidance to the party delivering your order which isn't included within your address information, for example to specify floor number, or hospital ward. We reserve the right to not action any delivery requests specified in this field which we deem unacceptable and will use other elements of address information provided elsewhere on the order form to fulfil your order.

4.10 Please be aware that during peak periods i.e. Christmas or Sale, dispatch and delivery times may vary.


Returns and Cancellation


5.1 In accordance with the distance selling regulations you have the right to be able to cancel your online - mail order - telephone order purchase,  you must notify us within 14 days from the date you receive your goods. Items must then be returned * within 14 days from date of written notification and must be returned in full saleable condition (which is at our discretion), unworn, odour free with original labels/swing tags still attached, unused in original boxes and packaging, we will not accept returns of non faulty items which do not comply with these conditions.

5.2 Items on our website which are detailed as clearance are non - returnable these items have been massively discounted to clear

5.3 To cancel your order and notify us of a return, please contact us in writing using the contact details set out in Section 6.2 below, to obtain an authorisation number for returns.

5.4 For returns please complete with the authorisation number the returns form which you would have received by email and include this in with your goods.

5.5 The cost of any returns will be the customers responsibility (unless deemed to be faulty), we advise you to return goods by recorded (signed for) delivery and keep proof of postage.

5.6 You are entitled to cancel any payment at any time where fraudulent use has been made of your credit or debit card by another person not acting on behalf of you or as your agent and to be re-credited by us to the extent that such sums are not reimbursed by the card issuer in such circumstances.

5.8 Refunds for returned items will be processed within 14 days of us receiving the goods back at our store and will be refunded back to the original payment method.

5.9 *Any Non-faulty item returned will be refunded less the original delivery cost.

5.10 These terms and conditions do not affect your statutory rights.

Customer Services

6.1 In the event that you are not satisfied with the Online Service any complaints should be addressed to:

Sarah Garrard sarah@maisieandfrank.com

6.2 Written notification of cancellations or returns should be sent to: info@maisieandfrank.com

6.3 If you need to contact us for advice or anything else we are available by email info@maisieandfrank.com which is monitored between 10am - 5pm Monday to Saturdays.

6.4 Vat Registration number: 885 7227 78



7.1 Whilst we agree to use our reasonable endeavours to ensure that this Online Site and/or the Online Service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the Online Site and/or the Online Service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Online Site and/or the Online Service impossible or impractical.
7.2 (a) We accept liability for death or personal injury arising from our negligence.
(b) Subject to clause 7.2(a), our liability in contract, tort (including negligence and breach of statutory duty) or otherwise arising by reason of or in connection with your Order Form with us shall be limited to a multiple of 3 times the price you have paid for the Products.
(c) Subject to clauses 7.2(a) and 7.2(b) above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Online Site and/or the Online Service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the Products supplied.
(d) Subject to clauses 1.2 and 4.3 above, we shall not be liable for any delay or inability to perform our obligations to you if such delay is due to any cause whatsoever beyond our reasonable control.



8.1 We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Online Site and/or the Online Service from time to time. We will post any changes on the Site and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Online Service or Online Site. Changes will be effective two (2) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new terms and conditions.
8.2 Additionally, we reserve the right to suspend, restrict or terminate access to the Online Site and/or the Online Services for any reason at any time.
8.3 These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Online Site, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
8.4 We shall ensure that we comply with the requirement of all current data protection legislation including, without limitation, the Data Protection Act 1998 (as replaced, modified or re-enacted from time to time). We shall only use personal data received from you for the purpose of fulfilling our obligations under these Terms and Conditions and as stated in our Privacy Policy.
8.5 A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
8.6 Save in respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
8.7 Your purchase will be deemed to have occurred in the UK. These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.