FAQs – Maison Louis Marie® Official Site

FAQs

Shipping Returns

Shipping Information

Receiving your order

How long until my order ships?
- Orders are typically processed and dispatched within 1–2 business days; excluding weekends and holidays.
- During holiday or promotional sale periods, processing times may be extended due to higher order volumes. In these cases, please allow 3–5 business days for your order to ship.
- Once your order leaves our warehouse, you’ll receive a shipping confirmation email with tracking information.

Can I update my shipping address once it’s shipped?

Unfortunately not—we can’t make changes to shipping address after tracking details have been sent.

How long will delivery take?

U.S. (FedEx Ground): ** 3–7 business days

FedEx Express: ** 2 Day shipping available at checkout

Carriers

Maison Louis Marie uses 4 different carriers:

FedEx

USPS (United States Postal Services)

RoyalMail (UK)

DHL (EU)

Please Note: We only use FEDEX Smartpost for P.O. boxes, APO and FPO addresses.

When using USPS carrier, we are not responsible for any loss or theft when the package has been delivered to the address with the tracking number as a proof of delivery.

We do offer free shipping with FEDEX ground on orders over $50. If signature is required please select FEDEX GROUND WITH SIGNATURE.

Delivery times vary according to your selected delivery address and the time of day you place your order. WE ARE NOT RESPONSIBLE for USPS or Fedex shipping delays, if any delays should occur please contact your carrier directly.

USPS: 1-800-222-1811
FEDEX: 1 (800) 463-3339

If you wish to receive your package on a certain date, we do offer 2 faster and guaranteed delivery methods: Fedex First overnight and Fedex 2 days Saturday delivery.

WE DO NOT MAKE ANY CHANGES TO THE SHIPPING ADDRESS ONCE THE PACKAGE HAS SHIPPED.

Insurance

All items are insured against theft and accidental damage while in transit from Maison Louis Marie to this shipping address. Once your items have been delivered to the specific delivery address they are no longer covered by insurance and we are not responsible for theft.

Eau de Parfum Restriction

The US department of transportation does not allow pressurized or flammable items to be shipped by air. as a result orders counting alcohol (Eau de Parfums) products must be delivered via our Ground option. Due to these restrictions these items cannot be sent to international shipping addresses at this time. In the meantime we suggest that you select a different shipping destination within the U.S.

Return

Return Policy for U.S. Orders

Personal and home fragrances:
All sales are final, no refunds or exchanges.

Damages:
We replace items if they are defective or damaged within 3 days of delivery.

We will require:
Full details of your customer order number, which is provided in the invoice that arrives with your order, together with details of the items you wish to return. A picture of the damaged item or send the damaged item back to us before any exchange.

Steps to return or exchange damages:
Follow our 4 steps below or contact our customer service: info@maisonlouismarie.com

Step 1.

Please email our customer services team at info@maisonlouismarie.com to obtain a return authorization number (RAN). You will need to provide full details of your customer order number, which is provided in the invoice that arrives with your order, together with details of the items you wish to return.

Step 2.

Once you have received your RAN, please include it on your shipping label and in a note within the box with the product name to be replaced. Please remember that in order for the return to be processed you must ensure that a note is included with your return package and that the goods are wrapped securely in the same outer packaging in which you received them.

Step 3.

Please return your package by recorded delivery and send us the tracking number (retaining your recorded delivery receipt as proof of postage).

Step 4.

All returned goods will be examined upon receipt as for reasons of hygiene we are unable to offer exchanges on any opened or used goods. We will process your return as quickly as possible and will notify you by email once your refund, exchange has been processed. During busy periods, please allow a maximum of 30 working days for your refund, replacement or exchange to be processed.

Your payment for the goods will be refunded by Maison Louis Marie LLC as soon as possible by the original payment method, no later than 30 working days after we have received the goods. Please note that delivery charges are not refunded.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@maisonlouismarie.com.

Shipping

To return your product, you should mail your product to:

Maison Louis Marie LLC
3820 Medford St, Los Angeles, California, US, 90063

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.