Frequently Asked
Questions

No. Guest checkout is available: you can complete your order with just an email address and shipping details, no account required. If you'd prefer to save your information for faster checkout next time, you can create an account or use Shop Pay at checkout.

Orders placed before 4:00pm GMT, Monday to Friday, are dispatched the same working day. Orders placed after 4:00pm, or over the weekend, are dispatched the next working day. From dispatch: Domestic (UK) 2–3 working days, European network 3–6 working days, International routes 5–10 working days. See our Shipping & Returns page for the full breakdown, including tracking.

Yes, we ship worldwide at no extra shipping cost. For orders shipped outside the United Kingdom, your parcel may be subject to import duties, taxes, or customs clearance fees charged by the destination country on arrival; these are set by that country's customs authority, outside our control, and are the recipient's responsibility. See Customs & Import Duties in our Shipping & Returns page for full detail.

Once placed, an order is final and enters our dispatch queue; we don't offer an informal pre-dispatch cancellation window. If you change your mind, you can use your statutory right to cancel for any reason within 14 calendar days of confirmed delivery, provided the unit's seal is unbroken: see Eligibility Conditions in our Shipping & Returns page.

We don't currently operate a direct exchange service. To change the size, edition, or fragrance in your order, return the original item under our standard return conditions for a refund, then place a new order for the item you'd prefer.

If a unit arrives damaged, defective, or not as described, send us photographic evidence within 48 hours of delivery and we'll resolve it in line with your statutory rights under the Consumer Rights Act 2015. If a parcel hasn't arrived within 5 working days of the upper end of its transit timeline, contact us with your order reference and we'll open a trace with the courier network: once loss is confirmed, you'll receive a full refund or replacement, your choice.

Maison Écho formulates its own fragrances independently: we do not manufacture, sell, or claim to replicate any other house's actual formula, and we're not affiliated with, endorsed by, or sponsored by any brand referenced on this site. Where we name a designer brand, it's used strictly for comparative-advertising purposes, to give you an honest indication of scent character and profile, in accordance with the Trade Marks Act 1994 and the Business Protection from Misleading Marketing Regulations 2008. All trademarks remain the property of their respective owners. See our Intellectual Property Policy for the full detail.

Bundled orders are automatically discounted at checkout. If you return only some of the items from a bundle, the refund for the returned item(s) is recalculated at their individual, non-bundle price, and the bundle discount on your original order is adjusted accordingly: see Sale & Bundle Item Refunds in our Shipping & Returns page.

Email us at support@maisonecho.co.uk, or use the form on our Contact page. For order-specific queries, include your order reference so we can locate it faster.

Every policy referenced above is published in full: see our Terms of Service, Privacy Policy, Shipping & Returns, Cookie Policy, Intellectual Property Policy, and Accessibility Statement, all linked in the footer of every page.

Yes, Maison Écho does not conduct or commission animal testing on any of our products, at any stage. This is a standing policy, not a one-off claim. To be precise: cruelty-free (no animal testing) is a separate question from vegan (no animal-derived ingredients); we can't yet confirm the vegan status of every ingredient we use, so we don't make that separate claim.