FAQ
Got a question? Find the answers to your questions below:
MY ORDER
Is payment on the site secure?
Payment processing on our platform is 100% secure. You have nothing to worry about.
I haven't received a confirmation email. What should I do?
If you still have not received a confirmation email one hour after placing your order, please contact us at contact@maisonmatine.com.
I made a mistake in the delivery address. What should I do?
Please contact us as soon as possible at contact@maisonmatine.com with your order number.
Please note: we are not available from Friday to Sunday.
Can I cancel an order?
If you wish to cancel your order, please write to contact@maisonmatine.com as soon as possible, quoting your order number.
My parcel says delivered, but I haven't received anything. What should I do?
SOS Delivery! If your parcel is marked as delivered but cannot be found, it may have been picked up by a neighbor or your concierge. Just ask them!
If your parcel is still playing hide-and-seek, write to us at contact@maisonmatine.com. We'll track it down for you!
My perfume arrived defective/broken. What should I do?
We sincerely apologize for this inconvenience.
Please send us a photo/video of the problem with the batch number of the perfume and your order number to contact@maisonmatine.com so that we can pass on the problem to the relevant teams.
We will get back to you as soon as possible with a solution.
How do I return or exchange a product?
If you have any complaints, please write to us at the following address: contact@maisonmatine.com.
PRICES AND DELIVERY
What payment methods are accepted?
You can pay by credit card, PayPal or Apple Pay.
Is delivery free?
Yes, delivery is free for orders over €23. That's the way we are at Maison Matine.
Which countries do you deliver to?
We currently deliver to the following countries Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Moldavia, Monaco, Switzerland, United Kingdom.
For deliveries to Canada and the United States, visit maisonmatine.us
What are the delivery times?
Delivery times are generally between 4 and 10 working days, depending on destination.
How do I track my parcel?
You will receive your tracking number by e-mail as soon as your order has been dispatched.
What should I do if my tracking number doesn't work?
We apologize for the inconvenience. Please contact us at contact@maisonmatine.com and we'll make the necessary checks.
PERFUMES
I need help choosing my perfume.
Don't panic! Our olfactory guide is here to help you find the fragrance that matches your current mood.
Is there alcohol in perfumes?
Yes, our fragrances contain organic wheat alcohol. If you have any questions about the contents of our fragrances, please don't hesitate to contact us at contact@maisonmatine.com.
Are the fragrances cruelty free and vegan?
All our fragrances are cruelty-free. They are also vegan, except for Into The Wild (grrr).
Are fragrances unisex?
Absolutely! Gone are the days of opulence and sexism, replaced by simplicity and diversity.
Our fragrances are unisex, designed to suit everyone, regardless of gender. They are designed to appeal to all generations, with universal, timeless compositions.
For us, perfume is above all a free and inclusive expression of the self.
Is it possible to receive individual samples?
Unfortunately, we don't send single samples. However, we do offer a discovery set that includes our 11 fragrances in 2ml format.
You can find it directly on our website: Maison Matine discovery set. When you purchase this set, you'll also receive a €15 discount voucher valid on the 50ml perfume of your choice.
How can I optimise the conservation of my perfume?
Do not leave your perfume in the sun and keep it away from heat.
How long can I keep my perfume once it's been opened?
There is no limit to how long it can be used, but the fragrance can become more intense with time and maturation. The colour will also change, but there's no risk in using it.
What do I do with my empty bottles?
Our 50ml bottles are non-refillable, but you can recycle them in their entirety in the yellow bin!
Feeling a little down? You can send us your bottle, and we'll give you a voucher for your next purchase :)
For more information, contact us at contact@maisonmatine.com.
Here are some ideas for giving your bottle a second life: diffuser, small vases... Let your creativity run wild!