Complaint Procedure

Last updated: December 2025

At Maison de Lumière, we are committed to offering exceptional service, transparent communication, and complete peace of mind. If your experience has fallen short of our standards, we want to resolve your concern quickly, fairly, and with the utmost care.

This Complaint Procedure explains how to contact us, what you can expect, and how we work to put things right.
1. How to Raise a Complaint

If you wish to submit a complaint, please contact us through any of the following channels:

Email: support@mszn.co.uk

Website: Contact Form at www.mszn.co.uk

Instagram: @mszn (message requests monitored)

To help us resolve your concern efficiently, please include:

  • Your full name
  • Order number (if applicable)
  • A description of the issue
  • Any supporting photographs or documents
2. What Happens Next

Step 1 - Acknowledgement (within 48 hours)

You will receive confirmation that we have received your complaint and that it is being reviewed by a dedicated advisor.

Step 2 - Investigation (2–5 business days)

Your case will be examined carefully, which may include:

  • Reviewing order records
  • Inspecting product photographs
  • Consulting our workshop or logistics partners

Step 3 - Response & Resolution

We will provide a clear response outlining:

  • Our findings
  • Any corrective action we can offer
  • Expected timelines for resolution

If further time is required (for example, for product inspection or repair), we will communicate this openly.
3. Possible Outcomes

Depending on your situation, resolutions may include:

  • Replacement of an item
  • Repair or restoration
  • Refund (where eligible under our Returns Policy)
  • Store credit
  • Clarification or guidance

We will always seek the fairest and most appropriate solution.
4. Escalation

If you feel your complaint has not been resolved satisfactorily, you may request an escalation. Your case will then be reviewed by a senior member of our customer care team.

Escalations are responded to within 5–7 business days.
5. Complaints About Craftsmanship or Quality

For concerns relating to jewellery quality, craftsmanship, or stone performance, we may request:

  • Additional photographs
  • A short video
  • A physical inspection of the item

If a physical inspection is necessary, we will provide return instructions and cover the shipping cost when the issue is covered under our guarantee.
6. Our Commitment to Fairness

Maison de Lumière is dedicated to:

  • Resolving every complaint impartially
  • Honouring all consumer rights under UK law
  • Improving our products and services through customer feedback

Every complaint is taken seriously, and every customer is treated with respect and discretion.
6. Contact Us

If you have questions about this Cookie Notice or our data practices, please contact:

Maison de Lumière
Email: admin@mszn.co.uk
Instagram: @mszn