Customer Service

Frequently Asked Questions (FAQ)

Delivery

1. When does my order arrive?
Thank you for shopping with us at Maison de Porcelaine! We process orders placed on weekdays promptly. Your products are shipped together, and the delivery time typically takes 2 to 5 business days, depending on your location. You will receive an email confirmation as soon as your order leaves our warehouse in Paris. If you have not received your order within 7 business days of the shipping confirmation, please contact our customer service.

2. Do you offer any gifts with purchase?
Yes! We love to share a little extra joy with our customers.

  • Every order includes a complimentary Abib Collagen Gel Mask and an exclusive Porcelain House shopping bag .

  • For orders over €60 , we include two complimentary Abib Collagen Gel Masks and Shopping Bag as a special thank you.

3. Where do you ship from?
We ship all of our products directly from our central warehouse located in Paris, France .

Products

4. Are the products on Maison de Porcelaine 100% authentic?
Absolutely. We are committed to authenticity and quality above all else. We exclusively distribute the brands we carry and source our entire collection directly from the brands themselves . This direct partnership ensures we deliver only the highest quality, 100% authentic products to our customers. Your trust is our top priority.

5. I can't find a specific product/brand. What can I do?
We are always looking to expand our curated collection. If there is a brand or product you would love to see, please send us your recommendations via email or instagram!

Delivery & Shipping

Where do you ship from?
All products are stored in our warehouse in Paris, France , and we ship directly from there.

How much does shipping cost?

To provide the best possible customer experience and a truly seamless shopping journey, we are pleased to offer express shipping on all orders complimentary within the European Union , Switzerland and United Kingdom, regardless of your location.

But our commitment to you doesn't stop there! We love to include a special gift with every order to share our appreciation:

  • Every order includes a complimentary Abib Collagen Gel Mask and an exclusive Porcelain House shopping bag .

  • For orders over €60 , we add a second complimentary Abib Collagen Gel Mask (for a total of two!) as a special thank you.

A Note for Our Customers in Switzerland & the UK

We are delighted to deliver our products to our valued customers in Switzerland and the United Kingdom! As we currently ship from our EU warehouse in Paris, please be aware that your order may be subject to local import duties and taxes, often referred to as a "Douane Fee."

Our Commitment to You During This Transition:

We understand that unexpected fees can be frustrating. To show our sincere appreciation for your early support, we have created a special program for you:

  • We will cover your customs fees! If you receive a bill for any “Douane Fee,” please simply take a clear photo of the entire document and send it to us, along with your order number, via Instagram (@porcelainebeauty) or email at info@maisondeporcelaine.com . Our team will then take care of the cost for you.

The Great News for Our Swiss Customers:

This is only a temporary situation! We are excited to announce that we are establishing our official Swiss entity, scheduled to be completed by February 2026.

Once finalized, all orders to Switzerland will be shipped domestically. This means you will no longer have to worry about any customs fees, regardless of your order value , and with Faster Domestic Shipping Schedule with lacal courier! Enjoy the same seamless experience as our EU customers.

So, for our valued Swiss and UK customers, please shop with confidence. If any customs fees arise in the meantime, we have your back.

Returns & Exchanges

Can I return or exchange a product?
Due to the nature of our products, returns and exchanges are generally not possible. We uphold strict hygiene and quality standards, and once a product has left our warehouse, we cannot accept it back.

I received a damaged or incorrect item. What should I do?
We are so sorry for this mistake! If you have received an item that was damaged during transit or is incorrect, please contact us immediately. Send an email with a photo of the item to our customer service team, and we will resolve the issue for you right away by offering a replacement for the affected product.

My package shows as delivered, but I haven't received it. What should I do?
We are sorry to hear you're in this situation. We recommend first checking with your neighbors or in a safe place around your property. If the package cannot be located, it may have been stolen. In this unfortunate event, we advise you to file a report with your local authorities. Maison de Porcelaine cannot be held responsible for lost or stolen packages after they have been confirmed as delivered by the carrier.

Sustainability & Product Quality Assurance

Maison de Porcelaine is fundamentally committed to upholding the highest standards of Sustainability, ESG, and Product Quality. This commitment is a core part of our operational principles.

1. Eco-Friendly Packaging

To contribute to environmental protection and to enhance our customers' experience, all orders from Maison de Porcelaine are shipped using exclusively eco-friendly packaging materials.

2. Product Quality, Vegan Certification, and Legal Distribution Rights

Maison de Porcelaine is a premium retail brand that legally distributes premium, vegan, and clinical high-performance K-beauty products. We guarantee the quality and authenticity of our collection through a strict selection process and adherence to all legal requirements.

  • Clean & Certified Formulations: Our curated products are formulated with clean ingredients and have obtained stringent quality and vegan certifications from various international authorities.

  • Official EU Registration: Every product offered in our store is legally and officially registered in the CPNP (Cosmetic Products Notification Portal) of the European Union.

  • Guaranteed Authenticity: This comprehensive certification and registration process guarantees that we exclusively handle and sell 100% authentic products that are legally and safely distributed within the EU market.

Contact Us

Can't find what you're looking for?
Simply send us an email (info@maisondeporcelaine.com) detailing your question, and someone from our customer service team will get back to you as soon as possible. Please remember to include your order number if you have one.

French

Frequently Asked Questions (FAQ)

Delivery

1. When will my order arrive?
Thank you for ordering from Maison de Porcelaine! We process orders placed on weekdays quickly. Your products are shipped together, and delivery typically takes 2 to 5 business days, depending on your location. You will receive an email confirmation as soon as your order leaves our warehouse in Paris. If you have not received your order within 7 business days of the shipping confirmation, please contact our customer service.

2. Do you offer gifts with the purchase?
Yes! We love sharing a little extra joy with our customers.

  • Each order includes one Abib collagen gel mask offered and an exclusive shopping bag Porcelain House .

  • For orders over €60 , we include a second Abib collagen gel mask offered (for a total of two!) as a special thank you.

3. Where are you shipping from?
We ship all our products directly from our central warehouse located at Paris, France .

Products

4. Are the products on Maison de Porcelaine 100% authentic?
Absolutely. We are committed first and foremost to authenticity and quality. We are the exclusive distributor the brands we offer and we source for our entire collection directly from the brands themselves . This direct partnership guarantees that we deliver only 100% authentic, top-quality products to our customers. Your trust is our top priority.

5. I can't find a specific product/brand. What can I do?
We are always looking to expand our carefully curated collection. If there is a brand or product you would like to see, please send us your recommendations by email or on Instagram!

Delivery & Shipping

Where do you ship from?
All products are stored in our warehouse at Paris, France , and we ship directly from there.

How much does delivery cost?
To offer the best possible customer experience and a truly seamless purchasing journey, we are pleased to offer the Free express delivery for all orders within the European Union, Switzerland and the United Kingdom , regardless of your location.

But our commitment to you doesn't stop there! We like to include a special gift with every order to show our appreciation:

  • Each order includes a Abib collagen gel mask offered and an exclusive shopping bag Porcelain House .

  • For the For orders over €60 , we add a second Abib collagen gel mask offered (for a total of two!) as a special thank you.

Note for our customers in Switzerland & the United Kingdom
We are delighted to deliver our products to our valued customers in Switzerland and the UK! As we are currently shipping from our EU warehouse in Paris, please note that your order may be subject to local import duties and taxes, often referred to as 'customs fees', which are levied by your country's customs office once the shipment arrives.

Our commitment to you during this transition:
We understand that unexpected expenses can be frustrating. To show our sincere appreciation for your early support, we have created a special program for you:

  • We'll cover your customs fees! If you receive an invoice for "customs fees," simply take a clear photo of the entire document and send it to us, along with your order number, via Instagram. (@porcelainebeauty) or by email to info@maisondeporcelaine.com . Our team will then take care of the cost for you.

The good news for our Swiss customers:
This is only a temporary situation! We are pleased to announce that We are in the process of creating our official Swiss entity, which is scheduled to be finalized by February 2026.

Once finalized, all orders destined for Switzerland will be shipped locally. This means that You'll no longer have to worry about customs fees, regardless of your order size , and you'll benefit from faster national delivery with local carriers! Enjoy the same seamless experience as our EU customers.

So, for our valued Swiss and British customers, shop with complete confidence. Should any customs fees arise in the meantime, we're here to help.

Returns & Exchanges

Can I return or exchange a product?
Due to the nature of our products, Returns and exchanges are generally not possible. We adhere to strict hygiene and quality standards, and once a product has left our warehouse, we cannot accept it back.

I received a damaged or incorrect item. What should I do?
We are sincerely sorry for this error! If you received an item that was damaged in transit or incorrect, please contact us immediately. Send an email with a photo of the item to our customer service department, and we will resolve the issue for you promptly by offering a replacement.

My package is marked as delivered, but I haven't received it. What should I do?
We are sorry to hear that you are in this situation. We recommend that you first check with your neighbors or in a safe place around your property. If the package cannot be located, it may have been stolen. In this unfortunate case, we advise you to file a report with your local authorities. Maison de Porcelaine cannot be held responsible for packages lost or stolen after delivery has been confirmed by the carrier.

Product Sustainability & Quality Assurance

Maison de Porcelaine is fundamentally committed to upholding the highest standards in Sustainability, ESG, and Product Quality. This commitment is at the heart of our operational principles.

1. Eco-friendly Packaging
To help protect the environment and improve our customers' experience, all Maison de Porcelaine orders are shipped using exclusively eco-friendly packaging materials.

2. Product Quality, Vegan Certification and Legal Distribution Rights
Maison de Porcelaine is a high-end retail brand that legally distributes premium, vegan, and clinically proven K-beauty products. We guarantee the quality and authenticity of our collection through a rigorous selection process and adherence to all legal requirements.

  • Pure & Certified Formulations: Our products are formulated with pure ingredients and have obtained rigorous quality and vegan certifications from various international authorities.

  • Official EU Registration: Every product offered in our shop is legally and officially registered on the CPNP (Cosmetic Product Notification Portal) of the European Union.

  • Authenticity Guaranteed: This comprehensive certification and registration process ensures that we only deal in and sell 100% genuine products, distributed legally and safely on the EU market.

Contact us

Can't find what you're looking for?
Simply send us an email ( info@maisondeporcelaine.com ) detailing your question, and a member of our customer service team will get back to you as soon as possible. Please remember to include your order number if you have one.

Deutsch (German)

Häufig Gestellte Fragen (FAQ)

Delivery

1. What is the best way to do this?
Vielen Dank für Ihre Bestellung bei Maison de Porcelaine! Wir bearbeiten Bestellungen, die an Werktagen eingehen, umgehend. Ihre Product werden zusendet, und die Lieferzeit beträgt in der Gel 2 to 5 Werktage, abhängig von Ihrem Standort. If you receive an email message, you will receive the Best Selling Lager in Paris. Wenn Sie Ihre Bestellung nicht innerhalb von 7 Werktagen nach der Versandbestätigung erhalten haben, kontaktieren Sie bitte unseren Kundenservice.

2. What if it happened?
Ja! Wir lieben es, unseren Kunden eine kleine zusätzliche Freude zu bereiten.

  • Jede Bestellung enthält eine kostenlose Abib Collagen Gel Mask and an exclusive Einkaufstasche Porcelain House .

  • Bei Bestellungen über €60 legen wir als besonderes Dankeschön eine zweite kostenlose Abib Collagen Gel Mask (also insgesamt zwei!) bei.

3. Von wo aus versenden Sie?
Wir versenden all unsere Product direkt von unserem zentralen Lager in Paris, France .

Products

4. Are the products of Maison de Porcelaine 100% authentic?
Absolutely. Please note that we have verified German Authentizität and Qualität. Wir sind Exklusivvertreiber These are some of the following labels and are included in these collections. directly from the Marken itself . These direct partners are based on the fact that their product is of high quality and 100% authenticated. Ihr Vertrauen is an overriding priority.

5. You can find a best product or a best brand. Was it possible?
If you do not have any instructions, you will not be able to use the Kollektion zu erweitern. We have a brand or a product, if it comes to one or another, send it to one or more posts via E-Mail or Instagram!

Delivery & Shipping

Von wo aus versenden Sie?
All products are sold in unserem Lager in Paris, France , gelagert and direkt von dort versendet.

What is the Versandkosten?
Um das bestmögliche Kundenerlebnis und einen wirklich reibungslosen Einkaufsprozess zu bieten, freuen wir uns, für all the best terms of the European Union, the Swiss and the Vereinigten Königreichs kostenlosen Expressversand Anzubieten, unabhängig von Ihrem Standort.

Aber unser Commitment für Sie hört hier nicht auf! Here are some of the best things to do with the following instructions, and one of the following options:

  • Jede Bestellung conthält eine kostenlose Abib Collagen Gel Mask and an exclusive Einkaufstasche Porcelain House .

  • Bei Orders over €60 Fügen wir als besonderes Dankeschön eine zweite kostenlose Abib Collagen Gel Mask (also insgesamt zwei!) hinzu.

Einweis für unsere Kunden in der Schweiz & im Vereinigten Königreich
Wir freuen un sehr, unsere Produkte an unsere geschätzten Kunden in der Schweiz und im Vereinigten Königreich zu liefern! If you want to have EU-Lager in Paris, you will be able to find the best sellers in the local food and drink (wie z. B. Mehrwertsteuer) and you will be able to send them to other countries. „Zollgebühren“ bezeichnet werden.

Below we read the following words:
If you do, you should be frustrated and feel frustrated. We have a new version of the following instructions:

  • Wir übernehmen Ihre Zollgebühren! Sollten Sie eine Rechnung für „Zollgebühren“ erhalten, machen Sie einfach ein klares Foto des gesamten Documents und senten Sie es uns zusammen mit Ihrer Bestellnummer per Instagram (@porcelainebeauty) or by E-Mail info@maisondeporcelaine.com . Unser Team wird sich dann um die Kosten für Sie kümmern.

Die gute Nachricht für unsere Schweizer Kunden:
Dies ist nur eine vorübergehende Situation! When you do some of them, you'll hear some of them, and you'll have them If it is an official Schweizer Niederlassung green, the Fertigstellung für Februar 2026 geplant ist.

So even if they are damaged, they are best sellers in Switzerland in the Inland region. Das bedeutet, dass Sie sich keine Sorgen mehr über Zollgebühren machen müssen, unabhängig vom Bestellwert , und einen schnelleren Inlandsversand mit lokalen Kurierdiensten genießen werden! Erleben Sie den glichen reibungslosen Service wie unsere EU-Kunden.

Also, liebe Kunden in der Schweiz und im Vereinigten Königreich, kaufen Sie mit Vertrauen. Sollten in the Zwischenzeit Zollgebühren anfallen, sind wir für Sie da.

Returns & Exchanges

Can a product be changed or changed?
Aufgrund der Beschaffenheit unserer Product sind Rücksendungen und Umtausch in der Regel nicht möglich. If there are strict Hygiene and Quality Standards, and if the Product is a Lager Verlassen hat, it will not be safe to wear.

Ich habe einen beschädigten oder falschen Artikel erhalten. Was soll ich tun?
Wir entschuldigen unfrichtig für diesen Fehler! Wenn Sie einen Artikel erhalten haben, der während des Transports beschädigt wurde oder falsch ist, kontaktieren Sie uns bitste umgehend. Send this e-mail to a photo of the articles by a customer service team, and if you have a problem with the problem, you will also receive a replacement for the new product.

Mein Paket wird als zugestellt angezeigt, aber ich habe es nicht erhalten. Was soll ich tun?
It's all about the people, it's in our situation. Wir empfehlen, zuerst bei Ihren Nachbarn oder an einem sicheren Ort auf Ihrem Grundstück nachzusehen. Wenn das Paket nicht gefunden werden kann, wurde es möglicherweise gestohlen. In these unlucky Fallen weather conditions, an Anzeige bei Ihrer örtlichen Polizei zu erstatten. Maison de Porcelaine can not be found in the past or in the past.

Description & Product quality

Maison de Porcelaine verpflichtet sich grundsätzlich zur Einhaltung der höchsten Standards en den Bereichen Nachhaltigkeit, ESG und Productqualität. These commitments are central to best practices and principles.

1. Umweltfreundliche Verpackung
Um zum Weltschutz beizutragen und das Erlebnis unserer Kunden zu verbessern, werden alle Bestellungen von Maison de Porcelaine ausschließlich in umweltfreundlichen Verpackungsmaterialien versendet.

2. Product quality, vegan certification and legal protection
Maison de Porcelaine is a Premium-Einzelhandelsmarke, legally Premium-, vegan and clinical Hochleistungs-K-Beauty-Produkte vertreibt. Guaranteed quality and authentizität unserer kollektion durch einen strengen Auswahlprozess und die Einhaltung aller gesetzlichen Anforderungen.

  • Queen & Certified Formularies: Unsere kuratierten Produkte werden mit reinen inhaltsstoffen formular und haben strenge Qualitäts- und Vegan-Zertifizierungen von verschiedenen en internationalen Behörden erhalten.

  • Official EU registration: Jedes in unserem Shop angebotene Product ist legal and official im CPNP (Cosmetic Products Notification Portal) der European Union registriert.

  • Guarantee Authenticity: These umfassende Zertifizierungs- und Registrierungsprozess guaranteed, dass wir ausschließlich 100% authentische Product führen und verkaufen, die legal und sicher auf dem EU-Markt vertrieben werden.

Contact us

If you didn't find it, was it like that?
Send a message to an E-Mail ( info@maisondeporcelaine.com ) with this message, and we will send you some of our Service Teams if they are already möglich bei Ihnen melden. Denken Sie bitte daran, Ihre Bestellnummer anzugeben, falls Sie eine haben.

Italiano (Italian)

Frequently Asked Questions (FAQ)

Delivery

1. When will my order arrive?
Thank you for your order at Maison de Porcelaine! Prepared according to your order, you do not need to do so. Your product will be delivered quickly and the recommended time is typically 2-5 times for washing, depending on your locality. I will receive an email to confirm if your order is sent to our store in Paris. If you do not wish to receive your order within 7 days of delivery confirmation, please contact us for our customer service.

2. Offer offered with purchase?
If! We would like to share a position with you with our customers.

  • Ogni ordine include in omaggio una mask in gel al collagene Abib It is an exclusive loan for the species Porcelain House .

  • Per ordini superiori a €60 , including one second mask in gel al collagene Abib in omaggio (for a total di due!) come special ringraziamento.

3. Da dove spedite?
Spediamo all our products directly from our central store located at Paris, France .

Prodotti

4. Is the product of Maison de Porcelaine 100% authentic?
Absolutely. This is primarily impegnated for authenticity and quality. Distribuiamo in esclusiva I walk and buy our inter-collection collection Directly I walked straight away . This direct partnership is guaranteed to be our customer's only product of high quality and 100% authentic. Your trust is our priority.

5. You cannot find a specific product/market. How can we fare?
Please keep the ricerca amplifying our collection accurately as selected. If this is a market or product for you, you can contact me via e-mail or on Instagram!

Delivery & Shipping

Da dove spedite?
All products are immagazinati nel nostro magazzino a Paris, France , and directly there.

Quanto costa la spedizione?
To offer the best possible experience to the customer and a fluid acquisition experience, it is necessary to offer it delivered free of charge espresso to all of your customers throughout the European Union, the Union and the Regno Unite , regardless of your locality.

But it is our impegno that you do not face without end! Friendly include a special treat with order to show our gratitude:

  • Ogni ordine include in omaggio una mask in gel al collagene Abib It is an exclusive loan for the species Porcelain House .

  • Per orders above 60 € , added one second mask in gel al collagene Abib in omaggio (for a total di due!) come special ringraziamento.

Note for our customers in Svizzera and in the Regno Unito
Please note that our products have our customer satisfaction in mind and our Regno Unito! Poiché at the moment sent to our EU store in Paris, we present that your order may be taken into account and the cup of local imports, under the name "one by one dog", it may be expected that the dog's office will arrive.

It is our impegno that you do not encounter during this transition:
Understanding that unexpected events can be frustrating. To show our sincere gratitude for your initial support, we will create a special program for you:

  • Copriremo noi le tue spese doganali! If you see a fattura in the event that you "oneri doganali", you just have to take a photo from the inside document and post it, put it on your regular number, follow Instagram (@porcelainebeauty) o via email a info@maisondeporcelaine.com . Il nostro team si occupà quindi del costo per te.

The main information for our customers:
This is just a temporary situation! Siamo entusiasti de annunciare che Please note that our company will be officially authorized, it is complete and scheduled for February 2026.

Una volta finalizzato, tutti gli ordini diretti in Svizzera saranno spediti a livello nazionale. This means No need to be more concerned about the eventuality of one doganali, regardless of the value of your order , and you should be more concerned about a national expedition more quickly with local corridors! Live the constant hope of our EU customers.

Quindi, for our customer's satisfaction and for the British, acquires it with trust. Se nel frattempo dovessero sorgere oneri doganali, siamo qui per aiutarvi.

Resi & Cambi

Can you return or change a product?
Data la nature dei nostri prodotti, resi e cambi non sono generally possibili. This is a rigorous standard of quality and quality, and a product that has been sold to our store cannot be accepted independently.

Please note that this is an incorrect or erroneous article. Cosa devo fare?
Please sincerely address this error! If you receive an item that has been shipped or not shipped, you will be contacted immediately. Send an e-mail with a photo of the article to our customer assistance team and immediately resolve the problem offered by a replacement for the product you are interested in.

My pacco resulted consegnato, but not the ho ricevuto. Cosa devo fare?
If there is any danger you may find in this situation. Please note that the primary control is on your side or in a safe light into your property. If the pad cannot be located, it may not remain in place. In this safe case, you are advised to denounce the local authority. Maison de Porcelaine cannot be held responsible for any damage or rubbish that the color must be confirmed by the corridor.

Sustainability & Guarantee of Product Quality

Maison de Porcelain is fundamentally impregnated to meet the highest standards of durability, ESG and quality of the product. This impegno is a fundamental part of our operating principles.

1. Eco-friendly Packaging
To contribute to the protection of the environment and to enhance the expectations of our customers, most of the products of Maison de Porcelaine are exclusively used for ecological materials.

2. Product Quality, Vegan Certification and Legal Distribution Rules
Maison de Porcelaine is a high-quality vending market that legally distributes K-beauty products of high quality, vegan and high-quality clinical services. Guarantee the quality and authenticity of our collection through a rigorous selection process and legal guarantee.

  • Formulation Pure & Certificate: Our products are formulated with pure ingredients and have rigorously certified quality and vegan certification by international authority.

  • Official EU Registration: This product is offered in our negotiation and is legally and officially registered CPNP (Portale di Notifica dei Prodotti Cosmetici) dell'Unione Europea.

  • Autenticità Garantita: This complete certification and registration process is guaranteed to be processed and sold exclusively for 100% authenticated products, legally distributed and securely in the EU market.

Contact

I can't find what I'm looking for?
Simply send an e-mail ( info@maisondeporcelaine.com ) to send your request and a member of our customer assistance team to respond as soon as possible. Ricorda di includere il tuo numero d'ordine, se ne hai uno.