Customer Service
Customer Service
Everything you need, in one place. For anything not covered here, our Frequently Asked Questions page goes into more detail.
Delivery & Shipping
Where do you ship from?
We ship from two fulfilment hubs, operated with our logistics partner E-Logik:
- Switzerland — Le Locle, Switzerland. Swiss orders are shipped domestically.
- France, the European Union and the United Kingdom — Le Bélieu, France.
How much does shipping cost?
Standard shipping is complimentary once your order reaches the threshold for your destination.
| Destination | Free shipping from | Below the threshold |
|---|---|---|
| Switzerland | CHF 40 | CHF 3.90 |
| France | €45 | €3.30 home delivery €2.50 Mondial Relay pickup point |
| Belgium, Germany, Luxembourg, Netherlands | €65 | €11.40 standard €7.35 pickup point |
| Austria, Denmark, Finland, Greece, Ireland, Italy, Portugal, Spain, Sweden | €85 | €16.75 |
| Bulgaria, Croatia, Cyprus, Czechia, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia | €115 | €24.90 |
| United Kingdom | £80 | £18.00 |
Where a pickup point option is available — Mondial Relay in France, PaketShop in Germany, Relaispunt in the Netherlands — you choose your collection point after payment.
When does my order arrive?
Orders placed on weekdays are processed without delay, and your products ship together. You will receive an email confirmation as soon as your order leaves our warehouse. If you have not received your order within 7 business days of the shipping confirmation, please contact us.
Customs & Import Fees
Switzerland
Maison de Porcelaine Sàrl is a Swiss company, registered in Cologny, Geneva. Your order ships domestically from our warehouse in Le Locle. There are no customs formalities, no import VAT, and no handling fees on delivery — whatever the value of your order.
United Kingdom
Your order ships from our warehouse in France. As the United Kingdom sits outside the EU customs union, your parcel may be subject to import VAT and a carrier handling fee on delivery.
These charges are set by HM Revenue & Customs and by the carrier. They are not collected at checkout, they are not part of the price you pay us, and they are payable by the recipient. Maison de Porcelaine cannot reimburse them.
If a parcel is refused or returned because import charges were not paid, we are unfortunately unable to refund the original shipping cost.
Gifts With Purchase
A small gesture from the Maison accompanies every order:
- Orders of any value — one complimentary Abib Collagen Gel Mask, alongside our signature Maison de Porcelaine shopping bag.
- Orders of €60 / CHF 60 / £60 or more — two complimentary Abib Collagen Gel Masks, plus the shopping bag.
Products
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. Your trust is our top priority.
Are all products legally registered for sale in Europe?
Yes. Every product offered in our store is legally and officially registered in the CPNP (Cosmetic Products Notification Portal) of the European Union.
I can't find a specific product or 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 recommendation by email or on Instagram.
Returns & Exchanges
Can I return or exchange a product?
Due to the personal and hygienic nature of skincare, returns and exchanges are generally not possible once a product has left our warehouse.
Two exceptions apply. If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with a photograph and your order number, and we will arrange a replacement or refund at no cost. Separately, customers in the European Union and the United Kingdom retain their statutory right to withdraw from the purchase of unopened, sealed products within 14 days of delivery, with all seals and original packaging intact. Return shipping costs are the customer's responsibility.
My package shows as delivered, but I haven't received it. What should I do?
We recommend first checking with your neighbours, building reception, or a safe place around your property, then contacting the carrier directly with your tracking number. If the package cannot be located, we advise filing a report with your local authorities. Maison de Porcelaine cannot be held responsible for parcels confirmed as delivered by the carrier, but please reach out — we are happy to liaise with the carrier on your behalf where possible.
Sustainability & Product Quality Assurance
Maison de Porcelaine is committed to upholding the highest standards of sustainability, ESG, and product quality.
- Eco-friendly packaging — all orders ship using exclusively eco-friendly packaging materials.
- Clean and certified formulations — verified by international quality and vegan authorities.
- Official EU registration — every product CPNP-notified.
- Direct partnership with brands — never sourced through unauthorised channels.
Contact Us
Can't find what you're looking for? Send us an email at info@maisondeporcelaine.com detailing your question, and someone from our Customer Care team will get back to you as soon as possible. Please remember to include your order number if you have one.
- General: info@maisondeporcelaine.com
- Press: pr@maisondeporcelaine.com
- Partnerships: partners@maisondeporcelaine.com
Maison de Porcelaine Sàrl · Chemin de Planta 69, 1223 Cologny, Geneva, Switzerland
Paris office · 229 rue Saint-Honoré, 75001 Paris, France