Myrtle & Maude Opiniones 

Respuesta de Myrtle & Maude

7 jun 2026

We're sorry to read this review.

Having checked our records, your order was placed on Sunday 31 May and dispatched promptly on Monday 1 June using the Standard Delivery service selected at checkout. The estimated delivery timeframe for this service is 3–5 working days.

Prior to this review, we did not receive any email or enquiry regarding the order, so unfortunately we were unaware there may have been a delivery issue and had no opportunity to investigate or assist.

We take customer service very seriously and would welcome the chance to look into this for you. We have dropped you an email with your order details so we can investigate with the delivery provider and work towards a resolution.

As a small independent business, we genuinely value every customer and always aim to resolve any issues quickly and fairly.

Respuesta de Myrtle & Maude

10 dic 2025

Hi, We received your order 7.30pm o 4th Dec. I can confirm your order was shipped Fri 5th Dec via RM24 (ETA was Sat 6th).
We received your trust pilot review but didnt get an email from you regarding lost item - we would appreciate the chance to rectify;
we have sent you a direct email. Look forward to chatting.

Respuesta de Myrtle & Maude

10 dic 2025

Hi Brodie, Thank you for your comments. We received your order on Sat 25th Oct and it was shipped Mon 27th via RM24. ETA was 28th. We responded to your emails. On 29th we apologies via email for RM delay and investigated further. The dispatch email you received was us re sending your item once we established RM lost your item (which you received successfully). Hope this clarifies the delay. Apologies again for the inconvenience caused. We know our customers require our products asap and we ship asap (same day before 1pm) Kind Regards

Respuesta de Myrtle & Maude

2 ago 2025

Hi,

Thank you for your feedback and we’re very sorry to hear about your experience. We completely understand how important this order was for you and your daughter.

Just to clarify for transparency:

Your order was placed Friday 25th after our 1:30 pm cut-off, so it was dispatched on the next working day, Monday 28th, via Royal Mail 48-hour tracked service.

Unfortunately, Royal Mail experienced a delay in delivery, and the parcel arrived on Friday 1st, (2 days late) which is outside the usual timeframe.

The order status page on our website did not update correctly, and we apologise for the confusion this caused.

We always aim to dispatch orders as quickly as possible and are clear on our website that:
"Royal Mail 24 & 48 are an 'aim to deliver' in 24/48 hours, however this is not guaranteed by Royal Mail (average delivery time 1–2 working days). ETA's are from time of dispatch, not from the time of ordering."

We responded to your emails promptly to keep you fully informed the whole time. Thank you for bringing this to our attention, and please don’t hesitate to contact us if you need further assistance.

Kind regards,
The Myrtle & Maude Team

Respuesta de Myrtle & Maude

1 jul 2025

Hi Daneil, We replied to your email. Please check. Sorry the item has not arrived yet. ETA is today. Our customers needs are very important to us hence why we ship order as soon as possible.
We received your order 7.22pm Thurs 26th and can confirm it was shipped Friday 27th via selected RM48 service. ETA should be today - apologies if not arrived yet. Unfortunately RM do not guarantee these time frames as per;
https://myrtleandmaude.com/policies/shipping-policy. In urgent cases we would recommend RM24 as this is RM primary service.
Apologies for the inconvenience caused.
Kindest Regards,

Respuesta de Myrtle & Maude

2 jun 2025

Hi, Thank you for your feedback. We'd like to clarify a few important points regarding your order. Our international shipping costs are fully transparent and reflect the actual courier charges - the €11.95 you paid covers shipping for small parcel from UK to Ireland, not customs duties. These are two separate charges entirely. The €7 customs fee is imposed by Irish customs authorities, not by us. This is standard for international orders and is the responsibility of the recipient and communicated in our email communication dated 12th Mat 2025 with tracking details. (We have not received a response to this email with your instruction/ feedback)
Regarding refunds - we have never refused to refund your order. Our standard process is that if a parcel is not collected from customs, it will be automatically returned to us, at which point we issue a refund.
We understand international shipping can be confusing, and we apologise for any inconvenience caused by the customs process, which is unfortunately beyond our control. However, we want to clarify that we have been transparent about costs and have not attempted to deceive you or take advantage of your situation.
If you'd prefer not to pay the customs charge, simply leave the parcel uncollected and it will be returned to us for a full refund as per our standard process.
Best regards,
The Myrtle & Maude Team

Respuesta de Myrtle & Maude

4 may 2025

Hi Thanks for your review. We have not received 6 emails. We received 1 email 1st May (we replied) and we received 2 more emails in last 24 hours 3rd & 4th May (we replied) - please check junk folders. Happy to assist, we have emailed you of the situation with RM. Hope this helps.

Respuesta de Myrtle & Maude

Actualizada el 24 mar 2025

Hi - Thank you for your review. We sent you an email this morning regarding your international item. It was shipped immediately and trying to establish location with courier. Please reply to our email as offered to rectify. Apologies for the inconvenience (as this is international order we are awaiting for couriers local team). Kind Regards. Edited Comment. Please see email as we have provided remedy. Apologies for the inconvenience caused. Kind Regards

Respuesta de Myrtle & Maude

12 mar 2025

Hi Cari, Sorry to hear this. I can confirm we emailed you new tracking ID after you amended your address. Please check emails this morning as we resent (Check your junk folders). The new tracking ID states there was two failed delivery on 22nd & 24th Feb.
RM Note; "Sorry, we tried to deliver your parcel on 24-02-2025 but there didn't seem to be anyone in. To book a redelivery, please choose an option below."
Please arrange redelivery or collect from local RM Depot where your order is being held. Hope this helps, Best wishes. Julia

Respuesta de Myrtle & Maude

6 mar 2025

Dear Nicola,
Thank you for taking the time to share your second review of our brand.
We've been attempting to contact you regarding your feedback, but unfortunately your email is returning as undeliverable. We want to assure you that your order was shipped with your selected shipping method. In this instance, Royal Mail did not scan your tracking ID, which prevented us from locating your package, and they were unable to provide us with accurate update information.
We sincerely apologise for the inconvenience this has caused. A full refund has been processed this morning and should be reflected in your account within a few business days.
If you have any further questions or concerns, please don't hesitate to reach out to us through alternative contact methods.
Kind regards,

Respuesta de Myrtle & Maude

4 dic 2024

Hi. We haven't received any communication from you directly that your item did not arrive. We have emailed you directly with full tracking ID. Your item was shipped next day and was delivered successfully within agreed time frame. Hope this helps, reach out to us directly if any issues. Kind Regards,