Last updated on November 21st, 2023

I received my order and there are damaged items. What should I do?

All damages, leakages, missing items, etc., need to be reported within 48 hours of the order being received. We recommend you check the carton thoroughly when the delivery arrives and photograph any damages inside and outside the carton. In case of any damaged orders please send photographs to us via email along with details of the damage. We can then issue refunds or replacements where appropriate.

What if I want to return my fragrance?

We hope that you will love your order. However, if for any reason you are not satisfied or you wish to cancel your order, you may return it for a refund within 14 days of delivery so long as it is unopened and in its original condition.
To return a product, please contact us, and we will arrange a collection for you.
Returns will only be accepted via this procedure as we cannot guarantee the safety of the bottles with anyone other than our approved couriers. Please note that the goods are your responsibility until they reach us.
We will then issue a refund or offer an exchange once the product has been received if it meets our conditions for resale.
We cannot accept returns that have been used, altered, or damaged.
If you receive a product that has been damaged during delivery or appears to be faulty please contact us within 2-
Please do not destroy or throw away any product, even if you suspect it to be faulty before you have spoken to us. Doing so may affect any refund or replacement that you may be entitled to.

What happens if I am not in to accept my order?

Depending on the delivery method selected, if no one is available at your nominated address to take delivery, the courier may attempt to leave your parcel with a neighbor, reattempt delivery the next working day or send your parcel to your local depot for collection. You will receive an email or text message from the courier to detail where your parcel has been left. If you fail to pick up your parcel from your local depot or arrange a re-delivery with the courier service, the parcel will be returned to our warehouse and you will be refunded for the product you have not received. However, please note that we will not reimburse any delivery costs.

I haven't received any order confirmation email, what should I do?

Please send an email to support@monluxe.paris so we can check that your order has been received successfully. Occasionally confirmation emails are delayed or filtered to spam but this should be easy to resolve.

I changed my mind, can I cancel my order?

We know it happens sometimes. Email us as soon as you can on support@monluxe.paris and as long as you catch us before your order has been shipped, we'll be able to cancel it for you.

Where will my order be sent from?

Most orders will be packed and sent from our warehouse. We partner with other brands and, in some cases, orders will be sent directly from their warehouse. When we send you an order confirmation email, we will let you know where your order is being sent from.

Why has MonLuxe Paris canceled my order?

We do our best to prepare your order with care. If something is not quite right, we may have to cancel your order. In these instances, you will be notified by email and issued a full refund shortly after. If you need further assistance, please contact our Customer Service team.

Can I make changes to my order?

While we may not always be able to make changes to your order, you can contact our Customer Service team for extra items to be sent in separate shipments with free-of-charge shipping, and unwanted items can easily be sent back to us using our free returns service.

What do I do if the package looks damaged when I receive it?

If you are present on delivery, do not accept the package and inform us immediately through email, Phone, or whats app.
If it is delivered to you, please contact us and we'll send you the return label within one working day.

HOW CAN I ADD SAMPLES TO MY ORDER?

We offer you 1-3 complimentary samples with any order for every purchase.

I have some difficulties to place my order. What should I do?

If you encounter difficulties in placing your order, we invite you to use the Google Chrome browser and to delete your cache and your internet cookies.
If the problem persists, do not hesitate to contact us through email, Phone, or WhatsApp.