We want you to love what arrives. If something is not right, here is exactly where you stand, in plain terms.
Your 14-Day Right of Withdrawal
Under EU consumer law (Directive 2011/83/EU), you may withdraw from your purchase within 14 days of receiving your order, without giving a reason, provided the product is unopened, unused and still sealed in its original packaging.
Cosmetics & Hygiene
Because our products are cosmetics applied to the skin, the law makes one important exception. A product that has been unsealed after delivery cannot be returned for reasons of health and hygiene (Article 16(e) of the same Directive). In short: once a seal is broken or a product has been opened or used, it is no longer eligible for return unless it is faulty. This protects the safety of every Maison Lumiere client.
If Your Order Arrives Damaged, Faulty or Wrong
This is on us, always. If your product arrives damaged, defective, or you received the wrong item, contact us within 14 days of delivery with your order number and a photograph of the issue. We will arrange a free replacement or a full refund, at your choice and at no cost to you.
How to Start a Return
Write to contact@maisonlumierecosmetics.com with your order number and the reason for the return. We will reply with confirmation and the return address before you send anything back. Please do not return items without contacting us first.
Refunds
Once your return is received and inspected, or your damage claim is agreed, we issue your refund to the original payment method within 14 days. You will receive an email when it is processed.
Who Pays Return Shipping
- Change of mind (an eligible, unopened product): the cost of return shipping is yours.
- Damaged, faulty or incorrect item: the Maison covers everything.
Questions
Anything unclear? Write to contact@maisonlumierecosmetics.com. We answer personally, and with discretion.