Shipping & Returns
Everything you need to know about delivery times, costs, international shipping, and our return policy.
Domestic Shipping
We partner with leading couriers to ensure your Maison Lumière fragrance arrives safely and promptly. Choose from our flexible delivery options below.
Spend €150.00 or more to unlock Free Express Shipping.
Rates & Methods
Standard Delivery
3–5 working days via Royal Mail Tracked.
Fully carbon-neutral delivery option.Express Delivery Recommended
Next working day via DPD (order by 3pm).
Full tracking with 1-hour delivery window.Saturday Delivery
DHL · Guaranteed Saturday delivery · Signature required
Order before Friday 1pm · Available to most UK mainland postcodesClick & Collect
Collect from our Mayfair boutique · 14 Mount Street, London W1K 3NP
Ready within 2 hours of ordering during boutique hours (Mon–Sat 10–7, Sun 11–5)Orders placed after the cutoff, or on weekends and bank holidays, are processed the next available working day. During peak periods (Christmas, Valentine's Day, Mother's Day) cutoffs may be earlier — check the announcement bar for updates.
Signature Packaging
Every Maison Lumière order — regardless of size or value — is presented in our signature black and gold gift box, lined with ivory tissue paper and sealed with a grosgrain ribbon. We believe the experience of opening a Maison Lumière parcel should be as considered as the fragrance inside.
A complimentary handwritten gift message card can be added at checkout at no charge. For premium gifting, our Luxury Gift Wrapping option (€4.95) upgrades the outer packaging with a hand-tied bow and personalised tissue seal.
Our packaging uses FSC-certified card and is fully recyclable. We encourage customers to repurpose the box as a keepsake or storage vessel.
Global Delivery
Maison Lumière offers international shipping to over 60 countries worldwide. Please note that delivery times and costs vary by region.
| Destination | Carrier | Estimated Time | From |
|---|---|---|---|
| 🇪🇺 Europe | DHL International | 3–5 working days | €12.95 |
| 🇺🇸 United States | FedEx Priority | 4–7 working days | €16.95 |
| 🇦🇺 Australia | DHL Express | 6–10 working days | €18.95 |
| 🇨🇦 Canada | FedEx | 5–8 working days | €16.95 |
| 🇯🇵 Japan | DHL Express | 5–8 working days | €18.95 |
| 🌍 Rest of World | DHL / FedEx | 7–14 working days | €22.95 |
Import duties and taxes may be levied by the destination country's customs authority. These charges are entirely the responsibility of the recipient and are not collected by Maison Lumière. We recommend checking your country's import regulations before ordering.
Tracking Your Order
Once your order has been despatched, you will receive an email containing your tracking number and a direct link to the carrier's tracking page. Standard deliveries use Royal Mail's tracking portal; Express and Saturday deliveries use DHL's.
You can also track any order at any time by signing in to your account and visiting Track Order — no tracking number required. We display a live delivery timeline directly on your account page.
If your tracking shows no movement for more than 5 working days, please contact our team and we will investigate with the carrier on your behalf.
If your order has not yet been despatched, please contact us immediately and we will do our best to update the address. Once the order is with the carrier, we are unable to redirect it — however, you may be able to redirect it directly with the carrier using their app.
Royal Mail will leave a card with instructions for collection or redelivery. DHL will attempt a second delivery the following working day. If a parcel is uncollected after the holding period, it will be returned to us — we will contact you to arrange redelivery (additional charge may apply) or issue a refund.
Standard Royal Mail deliveries can be made to PO Boxes. DHL Express, Saturday, and international deliveries require a full street address. We do ship to BFPO addresses — please contact us to arrange this as it requires manual processing.
Returns & Refunds
We want you to love every Maison Lumière purchase. If something isn't right, our returns process is designed to be as simple and painless as possible.
Accepted
- Unopened, unused items with all seals intact
- Returned within 30 days of delivery date
- Original packaging in good condition
- Damaged or faulty items (even if opened)
- Wrong item sent — at our expense
Not Accepted
- Opened or used fragrances (hygiene policy)
- Items returned after 30 days
- Personalised or bespoke items
- Gift cards once viewed or redeemed
- Items damaged by the customer
Your statutory consumer rights under the Consumer Rights Act 2015 are not affected by this policy. If you received a faulty or misdescribed item, you are always entitled to a remedy regardless of whether the item has been opened.
How to Return
Get in touch
Email returns@maisonlumiere.com or use our contact form with your order number and the reason for your return. We'll respond within one working day.
Receive your prepaid label
We'll email you a free Royal Mail returns label. Simply print it and attach it to your parcel. If you don't have a printer, let us know — we can arrange a QR code drop-off instead.
Pack carefully
Pack your item securely in the original box where possible. Fragrance bottles are fragile — please wrap them in the original tissue paper or bubble wrap. We cannot accept liability for items damaged in return transit due to insufficient packaging.
Drop off and keep your receipt
Take your parcel to any Royal Mail Post Office or Parcel Collect point. Keep your postage receipt — we'll need the tracking number if anything goes wrong.
Refund confirmed
We'll email you as soon as we receive and inspect your return (usually 1–2 working days after delivery to us). Your refund will be issued within 3–5 working days to your original payment method.
Refunds
Refunds are processed to your original payment method — credit/debit card, PayPal, Apple Pay, or Klarna — within 3–5 working days of us receiving and inspecting your return. You'll receive an email confirmation when the refund has been issued.
Depending on your bank or payment provider, it may take a further 3–5 working days for the credit to appear in your account. Banks typically process refunds faster to debit cards than credit cards.
The original standard delivery charge (€3.95) is non-refundable for change-of-mind returns, as the delivery service has already been fulfilled. It is refunded in full if the return is due to our error (wrong item sent, defective product).
Damaged or Faulty Items
We are so sorry if your order arrived damaged or faulty — this falls well short of our standards. Please contact us within 48 hours of delivery with the following photos: Your order number, Photos of the damaged item and outer packaging, and a brief description of the issue.
We will arrange either a full replacement (despatched within 24 hours) or a full refund at no cost to you. You will not need to return the damaged item — we will advise on safe disposal.
We don't process direct exchanges, but the quickest route is to return the unwanted item (free, within 30 days) for a full refund, then place a new order for the fragrance you'd prefer. This ensures you receive your new order as quickly as possible.
Yes. If you received a Maison Lumière fragrance as a gift and the item is unopened, you can return it within 30 days of the original purchase date. The refund will be issued to the original purchaser's payment method.
We strongly recommend keeping your proof of postage receipt containing the tracking number. If your return is lost in transit, we can use this to trace it with Royal Mail. Maison Lumière cannot accept liability for untracked returns — always use the prepaid label we provide.
Still have questions?
Our concierge team is here to assist with any queries regarding your delivery or our products.