Frequently asked questions
Our Client Advisors are available via email, Instagram DM, or the contact form.
No question is too small we’re here to assist with sizing, gifting, styling, or anything you need.
Orders and Shipping
When will my order ship?
Most in-stock pieces ship within 1–3 working days.
Made-to-order pieces or pre-order releases may require additional time, which will be clearly stated on each product page.
Do you ship internationally?
Yes. Maison de Lumière ships worldwide using trusted courier partners. Shipping costs and delivery times vary by region and will be displayed at checkout.
Will I receive tracking information?
Absolutely. Once your order is dispatched, you will receive a tracking link to follow your parcel’s journey in real time.
Do you offer discreet or gift packaging?
All orders arrive in our signature Maison de Lumière packaging ivory-white box, champagne-gold ribbon, and authenticity documents.
No pricing is included in the parcel, making every piece gift-ready.
Payments and Financing
What payment methods do you accept?
We accept all major debit/credit cards, Apple Pay, Google Pay, and secure checkout options.
Do you offer Klarna or instalment plans?
Yes. Selected regions can pay using Klarna Pay in 3, allowing you to spread the cost with no added interest.
Jewelry Care
How should I care for my jewelry?
Store your piece in its Maison de Lumière pouch or box, avoid harsh chemicals, and polish with the included care cloth. Full care instructions are provided with every order.
Is your vermeil durable?
Yes our 14k and 18k vermeil pieces are crafted with a thick gold layer over 925 silver for long-lasting brilliance. Proper care will extend the life of your jewelry.
Sustainability and Materials
Are your diamonds ethical?
Yes. Our natural diamonds are responsibly sourced, and our lab-grown stones are produced using environmentally conscious methods.
Are the stones traceable?
Each piece comes with documentation detailing stone type, quality, and sourcing standards.
What is the difference between the Étoile and Classique collections?
Étoile: Premium moissanite & lab diamonds.
Classique: VS+ natural diamonds in 18k gold or platinum
Returns AND Exchanges
What is your return policy?
You may return eligible pieces within 14 days of delivery in unworn, original condition.
Bespoke, engraved, or made-to-order pieces are non-returnable.
How do I request a return?
Simply contact our Client Care team with your order number. We will guide you through the process.
Sizing and Customisation
Can I request a custom size?
Selected rings and bracelets can be custom sized. Look for “Custom Size Available” on the product page or contact Client Care.
Do you offer bespoke designs?
Yes through our Lumière Uniquities service. This is appointment-only for bespoke or high-jewelry creations.
Authenticity and Certification
Do your pieces come with certificates?
Yes. Each piece includes a Maison de Lumière Authenticity & Craftsmanship Certificate, and diamond pieces include grading documentation when applicable.
Do Étoile products also include certificates?
Yes the same premium packaging and certification experience applies, ensuring the entire brand feels cohesive and elevated.
CONTACT US
Our Client Advisors are on hand to assist with anything you may require gift selection, bespoke inquiries, or private consultations. At Maison de Lumière, exceptional service is always within reach.
Live Chat
Our live chat is available from 9:00am to 6:00pm GMT.
Click to start a new live chat: Get in touch
Email US
Get in touch via email at contact@mszn.co.uk
Book an APPOINTMENT
Book an appointment with one of our Client Advisors here