Shipping and Returns Policy

Maison de Lumière

At Maison de Lumière, every piece is crafted or curated with intention and handled with the utmost care. Our shipping and returns policy is designed to ensure a seamless, reassuring experience from the moment you place your order to the moment it reaches your hands.

Shipping Information

Processing Times

Étoile Collection: Ships within 1–3 business days unless otherwise noted.

Made-to-Order Pieces: Allow 7–21 business days for craftsmanship and quality checks.

Uniquities & Special Orders: Timelines vary; you will receive personal updates from our client care team.

We take great pride in presentation. Each order is hand-packed in our signature Maison de Lumière packaging, with protective layers to ensure safe transit.

Shipping Rates and Services

United Kingdom

  • Standard Insured Delivery: £4.95 (3–5 business days)
  • Express Insured Delivery: £7.95 (1–2 business days)
  • Complimentary Express Delivery for orders over £250.

International Shipping

  • Available to selected countries. Rates are calculated at checkout based on destination.
  • All international parcels include tracking and insurance.
  • Please note: Customs fees, duties, or import taxes are the responsibility of the recipient.

Tracking Your Order

Once your order is dispatched, you will receive a tracking link to follow your delivery in real time.

If your parcel appears delayed or you have any concerns, our Client Care team is here to assist.

Returns and Exchanges

We want you to feel completely confident in your purchase.

Eligibility

  • Returns are accepted within 14 days of delivery.
  • Items must be unworn, undamaged, and in original packaging (including authenticity cards, pouches, and boxes).
  • Earrings cannot be returned for hygiene reasons unless faulty.
  • Made-to-order, customised, or engraved pieces are final sale unless defective.

Klarna & Instalment Payments

Orders purchased using Klarna follow the same return policy.

Refunds will be issued to Klarna, and your payment plan will adjust automatically.

Refunds

Approved refunds are processed within 5–7 business days to the original payment method. Shipping fees are non-refundable.

Exchanges

If you'd prefer an exchange, we will happily assist, depending on current availability.

Damages or Issues

In the rare event your item arrives damaged or incorrect, please contact us within 48 hours of delivery.

We will immediately arrange a replacement or repair at no cost to you.

Pre-Order Items

For pre-order pieces (including select Étoile Collection staples):

  • Estimated ship dates are displayed on the product page.
  • Orders may ship earlier depending on availability.
  • You will receive updates via email as your order progresses through production.

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