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Frequently Asked Questions

Frequently Asked Questions

How can we help you?

TOP QUERIES
Where is my order?
Firstly, the delivery date of your order depends upon the stock status of your product(s) at the time of placing your order. You will be able to find this information on your order confirmation.

If your product is in stock it will be delivered within 7-10 working days via your selected courier. Your selected courier will be in touch with you prior to dispatch to arrange a suitable delivery date with you.

If your product is on pre order, there will be a stock due in date provided. This is an estimated date and can change due to unforeseen circumstances with our manufacturers shipping however we do generate this date in allowance of delays to try to provide the most realistic due in date possible. We will always keep you updated on the status of your Pre-Order should there be any delays.

Please note, we are unable to provide you with an exact delivery date until your item(s) have physically arrived at our warehouse. We will be in touch with you accordingly to arrange delivery as soon as your item is in stock.
Who will be delivering my order?
We’ve added our selected couriers below, so you have an idea of their individual delivery processes. Please note you will always receive contact regarding delivery beforehand.

Maze Living

We have our own dedicated delivery team conducting home deliveries mainly in the East and South East of England. You will always receive a text message prior to delivery with a proposed delivery date. If you wish to change this date, please contact us on 01440 710673.

You will also receive a text message with a delivery time slot the day before your delivery is due to take place.

Please always ensure the contact number and email address provided at time of ordering is correct as this may impact delivery communications.

If you have any special requirements for your delivery or have access restrictions to your property, please kindly email us on [email protected] to notify us so we can ensure your delivery runs as smoothly as possible. If your circumstances change on the proposed delivery date, please update us and we will re-book this for you.


Panther Logistics

Panther conduct deliveries for Maze Living across the whole of the UK and parts of Ireland. (Please note delivery charges apply outside of UK mainland, you will need to email us at [email protected] for a delivery quote).

You will receive a booking link via email from Panther where you are able to select your own delivery date. They may also call you to book a delivery date in with you directly.

Please always ensure the contact number and email address provided at time of ordering is correct as this may impact delivery communications. Please note the lead time for Ireland deliveries may take longer from the initial booking date therefore it is best to contact Panther direct for confirmation on the actual delivery day).

You will always receive a text the day before your delivery with confirmation of your time slot.

If you need to change your delivery date with Panther you can do so by contacting them direct on 01604 215 000.


Jigsaw Logistics

Jigsaw Logistics are an independent courier who conduct deliveries across most of the UK, mainly from the Midlands up to Scotland and the South West.

You will receive a phone call or email from Jigsaw direct to arrange a suitable delivery date.

You will receive a text notification with a time slot the day before your delivery is due and on the day of delivery. On the day of delivery there will be a link sent via text where you are able to track the progress of your delivery with Jigsaw.

Please always ensure the contact number and email address provided at time of ordering is correct as this may impact delivery communications.


DX

We use DX for delivery of accessories and smaller items. DX aim to deliver your order 1-2 days after is despatched from our warehouse. Most parcels are tracked, and you will receive an email and tracking link from DX. You may track your parcel via the DX website - https://www.dxdelivery.com/.


FedEx

We use FedEx for delivery of accessories and smaller items. FedEx aim to deliver your order 2-3 days after it is despatched from our warehouse. Most Parcels are tracked, and you will receive an email and tracking link from FedEx. You may track your parcel via the FedEx website - https://www.fedex.com/en-gb/tracking.

Can my order be left in a safe place?
If you are struggling to be present for a delivery date we are able to leave your item in a safe place if instructed by yourself in writing via email ([email protected]). Our delivery team can place your furniture in your garden if you have easy access via a side gate. Please note items are left in a safe place at your own risk and Maze Living will not be help liable should anything happen to the goods.
Can my delivery address be different to my billing address?
When placing an order via our website you will not be able to select a different delivery address to the billing address of your payment card for security purposes. The billing address must match the shipping address for the transaction to go through successfully. If you need the delivery address to be different to the billing address you may pay via PayPal and ask for us to change the delivery address once paid or request a proforma invoice from us where you will be required to make payment for your order via BACS. To request this, please email us with the details of what you wish to order [email protected].
My order did not go through, why has the money left my account?
Do not panic if your order is unsuccessful on our website and the funds leave your bank account. This is a pending transaction which has not been processed or accepted by us due to insufficient details in the billing address provided at time of payment and in most cases the funds will drop back into your account after 3-7 days. Please allow at least 7 days for the funds to drop back into your account.
I forgot to order one of the products I wanted! Can I add it to my order?
Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order. If you need help placing an order, please contact us and we'll help you with your order.
Oh no! I’ve made a mistake with my order, can I change it?
Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into picking in preparation for dispatch. Please get in touch and we will do our best to help.
My order has arrived and it’s damaged – help!
We're so sorry that your product has arrived in a less than satisfactory condition. We know how important it is for your purchase to be in perfect condition and we’ll do our best to try and solve the problem. As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a damaged item is to see a photograph of it. Please email us on [email protected] so that a member of our team can assist you to resolve the issue as efficiently as possible. Please note we can only assist promptly if the sufficient details requested are provided by yourself.
I have ordered multiple items, some are in stock/some are on pre order – can I have the items in stock delivered first?
Of course, if you do not wish to wait for all of items to be delivered at once we can arrange for the items which are available to be delivered to you first. It is best to request this in writing via email at [email protected] and a member of our team will confirm this for you. Please note additional delivery charges will apply to orders outside of UK Mainland.
DELIVERY AND ORDER PROCESSING
I need my order now. Can I pay more for a faster delivery service?
Due to a high volume of orders we are rarely able to deliver items quicker than the given delivery lead time. Our selected couriers will always do their best to accommodate to a preferred delivery date.
I paid for packaging removal and my packaging was not removed on delivery.
We are sorry that your packaging was not removed as requested. Let us know your order details via email or by calling us and we will arrange for our selected courier to collect your packaging. Alternatively, if you change your mind on packaging removal, we can refund you for this.
How do I return my product?
Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item. Unfortunately, we can’t accept returns of products after 14 days of receipt as per our terms and conditions, mazeliving.co.uk/terms-and-conditions. Please contact us and we will try our best to solve the problem.
I have received my product but changed my mind, can I exchange?
We will only offer the opportunity to exchange based on the item being unused and in its original packaging as per our terms and conditions mazeliving.co.uk/terms-and-conditions. Dependant on the reason there may be a collection charge applied. We are a family run business and photograph all our products ourselves therefore every image on our website is the truest representation of the product as it can be. Please note we cannot guarantee that your monitor's display will accurately reflect the colour of the product on delivery therefore if you want an exchange based on this there will be a collection charge applied.

We recommend requesting a sample if you are unsure on colours before purchase. We strongly advise to allow sufficient space for use of your product and to work via our recommended footprints provided on our website. Our product dimensions are approximate as all our furniture is handmade. If you wish to exchange due to your space not being large enough for the product there will be a collection charge applied. I am unsure if I like the colour of the product.
Do you have a showroom available?
Our showroom is temporarily closed due to renovation. We do not have an accurate date for this to re-open currently however we will announce this on our website once confirmed. We can post fabric samples out to you if you would like to see the colour of the products up close and our team are always available to chat if you want to know more information about a product.
Are you able to send samples?
Yes, we have samples available to send of our Rattan and our Outdoor Fabric. Let us know which products you are interested in and we will post the relevant samples out to you. Our samples are subject to availability.
My sample is a different colour to the product I ordered.
When comparing your sample to the product you have ordered, please ensure they are placed side by side in broad daylight. Some rattan weave colours and patterns may differ due to all our rattan being hand woven. Our outdoor fabric range is crafted with blended fabric which means it includes a mixture of light and dark threads which can differ in different lights. This is particularly noticeable in the shade Taupe - in some lights the fabric may look more brown and other times of day a little greyer however this is the beauty of a blended fabric.
Do you deliver outside of the UK?
We can currently ship to Ireland and the Channel Islands but there are additional shipping costs involved. If you contact our Customer Service team via email with the details of the product(s) you are interested purchasing and your delivery address, we can advise what the extra shipping costs will be.

Our email address is [email protected]. We have great relationships with many freight-forwarders.This allows us to offer international shipping to many different countries. If you are wanting to ship further afield email us with all the relevant details and we will do our best to advise you on how to do so. We cannot guarantee that we will be able to ship all products which are advertised on our website. Additionally, all items shipped outside the UK will void the 5 year guarantee offered, as all products have been designed with the UK's climate in mind and we are not liable for any consequent damage because of foreign weather conditions.
What happens if I’m not at home when you try to deliver my parcel?
Your selected courier will always give you notice before they deliver however if you’re not home when our courier tries to deliver your parcel it will be taken back to the relevant depot where it will be held until you arrange a redelivery. If you wish to arrange a redelivery and are not sure how we are happy to assist you with this. Give us a call on 01440 710673.
What if I am not ready for delivery my order, can this be held?
If you are not ready for your order to be delivered when your selected courier gets in touch, please give us a call, or email us to let us know. We can hold your order for up to 60 days in our warehouse.
Can I send my items to more than one delivery address?
When placing an order on our website you’re shipping and billing address must be the same for security purposes. It is possible to send your items to a different delivery address if you make payment via PayPal or BACS however you will need to place each order separately per the delivery address you want the item to go to. To pay via BACS email us on [email protected] with all the relevant details and we will be able to assist.
Can I choose a delivery date and time?
Each of our selected couriers will always do their best to book your delivery in on a day which is suitable for yourself. You will receive a delivery time slot before the day of delivery however if you are not going to be available please give your selected courier a call. If you are unsure who your courier is, give our team a call on 01440 710673 and we will assist you.
I am not at home during the week, can you deliver to me at the weekend?
We know it’s difficult to accept a delivery when you’re out and about Monday to Friday so we can do our best to offer Saturday delivery upon request. Get in touch with our customer service team on 01440 710673 and we will assist you. Please note there may be an additional delivery charge for a Saturday delivery service.
MISSING ITEMS, RETURNS AND CANCELLATIONS
I have unpacked my furniture and I have a cushion missing – help!
Our cushions are always tightly packed under the furniture. Please ensure you check underneath every component including any coffee tables or side tables. Once you have checked thoroughly, if you still have a cushion missing please take a photo of your furniture assembled with all the cushions placed where they should be so we can identify exactly which cushion is missing and send you the correct one. Please send this image across to [email protected] with your Maze Living order details. Please note we can only assist promptly if the sufficient details requested are provided by yourself.
My order has arrived and it’s damaged – help!
We're so sorry that your product has arrived in a less than satisfactory condition. We know how important it is for your purchase to be in perfect condition and we’ll do our best to solve the problem. As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a damaged item is to see a photograph of it. Please email us at [email protected] with a brief description of the issue so that a member of our team can assist you to resolve the issue as efficiently as possible. Please note we can only assist promptly if the sufficient details requested are provided by yourself.
How do I return my product?
Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item. Unfortunately, we can’t accept returns of products after 14 days of receipt as per our terms and conditions, mazeliving.co.uk/terms-and-conditions. Please contact us and we will try our best to solve the problem. (Please note we do not offer a free returns service, please contact us to discuss this further.)
I’d like to return a product, where should I send it?
For some of our smaller products such as winter covers, we can give you a returns label. Please get in touch and we’ll discuss the options with you. We can only accept returns of items in their original sellable state. We can’t accept returns of products after 14 days of receipt as per our terms and conditions, mazeliving.co.uk/terms-and-conditions. Please contact us and we will try our best to solve the problem. (Please note we do not offer a free returns service, please contact us to discuss this further.)
I’ve decided to cancel my order, what should I do?
Please contact us as soon as possible and we’ll try to cancel your order before it is sent to a selected courier. Our telephone number is 01440 710673 and our working hours are: Monday - Friday: 9am – 5pm  Please phone us rather than sending an email, as your order may have already been dispatched before we get round to your email.
ACCOUNTS AND DISCOUNTS
I emailed you but nobody has replied!
We’re sorry that you haven’t received a reply yet, we know it’s frustrating. Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there. Due to a high volume of enquiries, we aim to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again and we’ll do our best to solve the problem, your patience is greatly appreciated.
I have a discount code, I cannot see where to apply it - help!
If there is nowhere to apply your discount code at the checkout this is because we are not currently offering any discount codes and the one you have sourced is no longer valid. We always advertise any current discount codes or sales on our homepage.
Do I need to create an account to place an order?
No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page. Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also track the status of your order, and we’ll send you exclusive offers every now and then, too. Your details are safe with us and we don't pass them on to any third-party marketeers.
How do I register my guarantee?
You can register your guarantee with us by clicking the link below https://mazeliving.co.uk/register-your-guarantee You can also access this tab at the bottom of our homepage. Once you are on this page you must enter your Maze Living order number and email address, this will then generate your Guarantee Certification which will be sent to your email. Please check your junk/spam. If you need any further assistance with this email us on [email protected] and we will be sure to help.
I have placed an order, but I haven’t had a confirmation email
Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system. We’ll re-send the confirmation email to you, so you’ll know your order has been processed. Please contact us before re-ordering your product(s) in case the first order has already been processed - we don’t want to charge you twice!
V12 FINANCE
I have received an order confirmation however have not paid a deposit
When choosing to pay via our 0% Interest V12 Retail Finance option you will provisionally receive an order confirmation from our Maze Living website however we will not receive your order in our system until you have completed your finance application provided by V12 and had your deposit approved. You will be automatically directed to V12 to complete your application. If you are not automatically directed from our website, you should have received an email where you can access your application. If you cannot find this email, please check your spam/junk mail. Alternatively get in touch with us and we will generate a new application link for you.
I have not put a deposit down but have changed my mind. How do I cancel my V12 finance application?
Your V12 Retail Finance application will automatically expire after 7 days of being created therefore if you have not paid your deposit no further action is required to cancel your application.
My V12 application was declined, does this mean I cannot apply again?
No this does not mean you cannot apply again. If your credit application is declined, you will receive a notification via email from V12 with further instruction on how to dispute the decision. You can re-apply at a later date however we do suggest that you leave at least 6 months between applications. For more information on V12 Finance see the link below https://mazeliving.co.uk/v12-retail-finance
Could my delivery arrive earlier than advised?
Some items can arrive earlier, though we cannot guarantee this. If your order arrives early our transport team will contact you to book in, if for any reason the earlier date isn’t convenient, just let them know.
PRE-ORDERS AND LEAD TIMES

We’re currently experiencing a high demand for our collections. With restrictions affecting holidays and travel many people have chosen to invest in their gardens and outdoor spaces, creating the perfect place to relax and enjoy over the summer months. As a result many of our items are selling very quickly.

This high demand coupled with shipping factors affecting the garden furniture industry as a whole mean that many items are currently available to pre-order whilst they are in transit to us.

We continue to receive large amounts of stock into our network daily, with hundreds of customer orders being fulfilled each day. Our site shows the next available delivery date for individual items whilst they are in transit to us. As stock is allocated to orders as they come in, these dates will change - so if you’ve found the set you love we’d encourage you to place an order at the time.

If you’d prefer to browse items available for 7-10 day delivery, take a look at our in-stock category here.

Thank you for your patience, we can assure you your purchase will be worth the wait!

Why are products being pre-ordered?
Due to high demand and several shipping factors the garden furniture industry (amongst many others) has been affected by delays on items coming into stock. Many of our products are hand crafted in the Far East and make their way to our distribution centers by sea - which is where delays have occurred.
Why has the estimated delivery date has changed on an Item I’d like to buy?
Our estimated delivery dates apply for new pre-orders being placed. As pre-orders are received into our system stock is then allocated, once a shipment is fully allocated the date will change to the next shipment due to arrive. If you’ve found a product you love, we’d encourage you to order at the time to secure the date shown.
I have an existing order, what if my delivery date is affected?
When you place an order the estimated date shown at the time will apply and will be detailed on your confirmation. Should this date change our team will contact you to advise an updated timescale and help explore other options if that isn’t suitable for you. Our priority is to keep our customers updated and informed.
What are we doing?
Behind the scenes we’re working hard with our shipping partners and suppliers to minimise any customer impact. As one of the UK’s largest garden furniture brands we have stock arriving into our network daily and strong supplier relationships built over the past 13 years. We’re working hard to ensure stock arrives as planned.
Could my delivery arrive earlier than advised?
Some items can arrive earlier, though we cannot guarantee this. If your order arrives early our transport team will contact you to book in, if for any reason the earlier date isn’t convenient, just let them know.

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