Shipping policy

Shipping Policy

Shipping & Returns

Everything you need to know about shipping, delivery, pre orders, returns, and warranty coverage.

Pre Orders

Due to overwhelming demand, our first two production runs sold out completely.

To ensure customers have the opportunity to reserve inventory before it arrives, select Maison de Soin products may be offered on a limited pre order basis.

When placing a pre order, you acknowledge and agree that:

  • Payment is collected in full at the time your order is placed.
  • Estimated shipping dates are provided as estimates only and may change due to manufacturing, quality control, freight, customs, or other unforeseen circumstances.
  • Your order reserves inventory from a limited production run.
  • If your order contains both In Stock and Pre Order products, your order may ship together once all items become available unless otherwise stated.
  • Any complimentary gifts, bonuses, or promotional offers associated with a pre order are available only while supplies last.
  • We will notify you by email if there are any significant updates to your estimated shipping timeline.

Your statutory cancellation and refund rights remain unaffected.

Shipping & Processing

Products marked In Stock are typically processed within 1 to 3 business days before shipment.

Free Standard Shipping is available on orders over £70.

For orders under £70, available shipping rates and delivery options will be displayed at checkout.

Estimated delivery times are shown at checkout or communicated during the ordering process.

Once your order has been fulfilled and accepted by the carrier, tracking information will automatically be sent to your email where tracking is available.

Delivery times may vary depending on:

  • Carrier performance
  • Customs processing where applicable
  • Weather conditions
  • Seasonal demand
  • Local delivery services
  • Circumstances outside our reasonable control

Maison de Soin is not responsible for delays caused solely by circumstances outside our reasonable control.

Customers are responsible for providing accurate and complete shipping information during checkout.

Maison de Soin is not responsible for delays caused by incorrect or incomplete delivery information provided by the customer. If an order is returned to us because incorrect delivery information was supplied, additional delivery charges may apply before the order is resent.

Lost or Missing Deliveries

Maison de Soin remains responsible for your order until it has been delivered to you or another person you have identified to receive it, as required by applicable law.

If your tracking information shows an unexpected delivery issue, or your parcel has not arrived, please contact us so that we can investigate with the shipping carrier.

Where a carrier records an order as delivered but you cannot locate it, we may request additional information and work with the carrier to investigate the delivery.

Customers should report suspected delivery issues as soon as reasonably possible.

Lifetime Limited Warranty

Every Maison de Soin device is backed by our Lifetime Limited Warranty against verified manufacturing defects under normal intended use.

If your device arrives defective or experiences a verified manufacturing issue during normal use, our team will review your claim and arrange a repair or replacement where applicable.

The warranty does not cover:

  • Normal cosmetic wear and tear
  • Damage caused by misuse or abuse
  • Accidental damage
  • Unauthorized modifications or repairs
  • Improper charging or voltage
  • Water damage beyond the product's stated water resistance rating
  • Normal battery degradation over time
  • Failure to follow the provided instructions
  • Consumable components that naturally require replacement through ordinary use, unless otherwise stated

Proof of purchase may be required for warranty claims.

Maison de Soin reserves the right to request photo or video verification before approving a warranty claim.

The Lifetime Limited Warranty is in addition to your statutory consumer rights and does not replace them.

Returns

We proudly offer a 100 Day Satisfaction Guarantee on eligible products.

Due to hygiene and personal grooming standards, used grooming products cannot be returned under our voluntary 100 Day Satisfaction Guarantee.

Unused and unopened products returned in their original condition and packaging may be eligible for return within 100 days of delivery, subject to the conditions set out in our Refund Policy.

Returned products must:

  • Be unused and unopened.
  • Include all original packaging, accessories, manuals, and inserts.
  • Show no signs of use, testing, wear, or damage.

For non-faulty returns, return shipping costs are the responsibility of the customer, unless otherwise required by law.

Maison de Soin reserves the right to refuse voluntary returns that do not meet these requirements.

UK customers may also have separate statutory cancellation rights for online purchases, as explained in our Refund Policy.

Final Sale Items

Limited edition releases, promotional bundles, clearance items, gift cards, and products specifically marked Final Sale may be excluded from our voluntary 100 Day Satisfaction Guarantee where stated.

This does not affect any statutory cancellation, refund, or faulty-goods rights that cannot legally be excluded.

Customs & Duties

Orders may be shipped from our international fulfilment network.

For orders delivered within the United Kingdom, applicable duties, taxes and import charges will be handled in accordance with the shipping method and applicable UK requirements.

Where charges are collected by Maison de Soin at checkout or included as part of the shipping arrangement, customers will not be required to pay those charges again upon delivery.

Maison de Soin cannot control delays caused by customs authorities, border processing or other government procedures.

For orders with a consignment value above £135, different UK import VAT and customs rules may apply.

Payment Disputes & Chargebacks

By completing checkout, you acknowledge that you have had the opportunity to review our Shipping Policy, Refund Policy, Privacy Policy, and Terms of Service.

If a payment dispute or chargeback is submitted, Maison de Soin may provide relevant information to the payment provider, including:

  • Checkout and order records
  • Order confirmation
  • Shipment tracking information
  • Delivery confirmation
  • Customer communication history
  • Fraud prevention information

Fraudulent chargebacks may be reported to the relevant payment provider, financial institution, or appropriate authorities where permitted by law.

We encourage customers to contact us first if there is an issue with an order so that our team has the opportunity to resolve it.

Need Help?

Our 24/7 Live Chat is available whenever you need assistance.

While automated assistance may help answer common questions, a real member of the Maison de Soin team will personally review your message and respond as soon as possible if additional support is required.

Email: info@maisondesoin.co.uk

WhatsApp: +44 7831 941403

Our support team aims to respond to all enquiries within 1 business day.