Frequently Asked
Questions

Ordering is simple. Browse our collection, select your preferred size and concentration, then click Add to Bag. When you're ready, click the bag icon to proceed to checkout. We accept all major credit cards, PayPal, Apple Pay, and Google Pay.

If you'd prefer to place an order by phone, our boutique team is happy to assist — call us on +44 207 123 4567 Monday–Friday, 9am–6pm GMT.

We process orders quickly, but we will do our best to accommodate changes if you contact us within 1 hour of placing your order. After this window, the order may have already been despatched and we are unable to make changes.

If your order has been shipped and you no longer want it, you can return it to us within 30 days of receipt under our returns policy.

As soon as your order is placed, you will receive a confirmation email to the address provided at checkout. This email contains your order number, a summary of items, and estimated delivery date. A second email with your tracking link will follow once your order has been despatched.

If you don't receive your confirmation within a few minutes, please check your junk/spam folder before contacting us.

We accept the following payment methods:

• Visa, Mastercard, American Express (credit and debit)
• PayPal
• Apple Pay and Google Pay
• Klarna (Buy Now, Pay Later in 3 instalments)

All payments are processed securely via Stripe and are fully encrypted. We do not store your card details.

We do not operate a formal price-match policy, as we are the sole authorised retailer of Maison Lumière fragrances. If you find a product being sold elsewhere at a lower price, it may be a counterfeit or grey-market product — we strongly advise caution. Authentic Maison Lumière fragrances are only available through this website and our Mayfair boutique.

Standard UK Delivery (Royal Mail Tracked) — 2–4 working days. Free on orders over £75, otherwise £3.95.

Express UK Delivery (DHL Express) — Next working day if ordered before 1pm Monday–Friday. £6.95.

Saturday Delivery — Available for orders placed before Friday 1pm. £14.95.

International — Europe typically 5–7 working days (from £12.95). Rest of world 7–14 working days (from £18.95). Customs and import duties may apply.

Once your order has been despatched, you will receive an email with a tracking number and a direct link to your courier's tracking page. You can also track your order at any time by signing into your account and visiting Order History.

Yes — we ship to over 60 countries worldwide. Shipping costs and timescales vary by destination and are calculated at checkout. Please be aware that international orders may be subject to import duties, taxes, or customs fees imposed by the destination country, which are the responsibility of the recipient.

Note: Due to aviation restrictions on liquids, some fragrances may not be available for air freight to certain destinations.

If your order has not arrived within the estimated timeframe, please first check the tracking link in your despatch email. If tracking shows no update for more than 5 working days, please contact us and we will investigate with the courier and arrange a replacement or refund as appropriate.

If your order has not yet been despatched, we may be able to update your delivery address — please contact us immediately. Once an order has been handed to the courier, we are unable to redirect it, though you may be able to redirect it directly with the courier using their app or tracking link.

We accept returns of unopened, unused items in their original packaging within 30 days of delivery. For hygiene reasons, we are unable to accept returns of opened or used fragrances unless the item arrived damaged or is genuinely faulty.

To initiate a return, please contact our team with your order number and reason for return. We will issue a prepaid returns label within one working day.

Once we have received and inspected your return (typically 1–2 working days after receipt), we will process your refund to your original payment method. Please allow 3–5 working days for the refund to appear in your account, depending on your bank or payment provider.

You will receive an email confirmation when your refund has been processed.

We are very sorry if your order arrived in less than perfect condition. Please contact us within 48 hours of delivery, including photographs of the damaged item and packaging. We will arrange a replacement or full refund at no cost to you, and you will not need to return the damaged item.

We don't process direct exchanges, but the process is straightforward: return the unwanted item (unopened, within 30 days) for a full refund, then place a new order for the fragrance you'd like instead. This ensures you receive your new order as quickly as possible.

If you're unsure which fragrance is right for you, we'd recommend trying our Discovery Set — a curated selection of 2ml samples for just £15.

Eau de Parfum (EDP) — 15–20% aromatic concentration. Rich, long-lasting (8–12 hours). Our most popular format.

Eau de Toilette (EDT) — 10–15% concentration. Lighter and fresher, typically 5–8 hours. Ideal for daily wear or warmer weather.

Parfum Extrait — 25–40% concentration. The most intense and longest-lasting expression (12–24 hours). A small amount goes a very long way. Our most luxurious format.

Apply fragrance to warm pulse points — the inner wrists, neck, inner elbows, and behind the knees. The heat from these areas helps the fragrance develop and project. Apply directly after showering while skin is still slightly warm and before moisturiser.

Avoid rubbing your wrists together after applying, as this breaks down the top notes and shortens longevity. A light unscented moisturiser applied first can also extend how long the fragrance lasts on dry skin.

Absolutely. We offer a Discovery Set — a hand-selected set of 2ml vials for £15, redeemable in full against any subsequent purchase. It's the best way to explore our range before committing to a full bottle.

You can also visit our Mayfair Boutique at 14 Mount Street, London W1K 3NP, where our fragrance consultants can guide you through the collection in person. We recommend booking a private appointment for a personalised consultation.

Store your fragrance in a cool, dark place away from direct sunlight, heat, and humidity — such as a dresser drawer or cabinet. Avoid keeping it on a windowsill or in a bathroom, where temperature fluctuations can degrade the composition. An unopened fragrance stored correctly will retain its quality for 3–5 years; opened bottles are best used within 1–3 years.

Yes — fragrance layering is one of the most rewarding ways to personalise your scent. A good rule of thumb is to apply a base (heavier, woodier fragrance) first, then a second layer on top. Our journal articles on layering cover this in detail, including recommended combinations from our House fragrances.

No — you can check out as a guest without creating an account. However, creating a free account gives you access to order history, saved addresses, a wishlist, and faster checkout on future visits. You can create an account here.

Visit the Forgot Password page, enter your registered email address, and we'll send you a secure reset link. The link expires after 60 minutes. If you don't receive it within a few minutes, please check your spam folder.

Sign in to your account and navigate to Account Settings to update your name, email, password, or saved addresses. If you need to change the email address associated with your account, you may need to verify the new address before the change takes effect.

You may request deletion of your account and all associated personal data at any time by contacting us. We will process your request within 30 days in accordance with GDPR. Please note that certain transaction records may be retained for legal and accounting purposes as required by law.

Every Maison Lumière order arrives in our signature black and gold presentation box with a tissue-lined interior and a branded ribbon — regardless of whether it is a gift or not. This is our standard. For an even more personal touch, you can add a handwritten gift message card at checkout at no extra charge.

Yes. Simply enter the recipient's address as the delivery address at checkout, add your gift message, and select the "This is a gift" option. We will not include any pricing information inside the parcel. The order confirmation with pricing will be sent only to your billing email address.

Yes — Maison Lumière gift cards are available in denominations of £25, £50, £100, £150, and £250. They are delivered digitally to any email address and can be redeemed online or in-store. Gift cards have no expiry date.

We offer complimentary private gifting consultations at our Mayfair boutique, where our team will guide you through the collection and help you find the perfect fragrance for someone special. Sessions are 45–60 minutes and can be booked online or by calling +44 207 123 4567.

All Maison Lumière fragrances are cruelty-free — we never test on animals at any stage of development or production. The vast majority of our range is also vegan; where animal-derived ingredients (such as beeswax or ambergris) are used, this is clearly noted on the product page. We are certified by PETA's Beauty Without Bunnies programme.

We source our raw materials from vetted, sustainable suppliers who share our commitment to ethical farming and fair trade practices. Our Bulgarian rose absolute is sourced directly from a single family estate in the Kazanlak Valley; our oud from sustainably managed plantations in Assam, India. We are members of the Sustainable Fragrance Initiative and publish an annual supplier transparency report.

Our outer presentation boxes are made from FSC-certified card and are fully recyclable. The tissue paper is acid-free and can be composted. Our glass bottles are 100% recyclable and we encourage customers to use them as bud vases or decanter vessels rather than disposing of them. We are currently piloting a bottle return programme at our Mayfair boutique — please ask in store for details.