Frequently Asked Questions

A. How can I track my order?

You can track your order by checking the tracking link received in your shipping confirmation email. If you have an account, log in to access tracking directly.

B. How do I place an online order?


Select the products you want, add them to your cart, then follow the steps of the checkout process. Once your order is confirmed, you will receive a confirmation email.

C. Can I modify or cancel my order after placing it?

Once the order is confirmed, it is unfortunately not possible to modify it. In some cases, cancellation may be possible before shipping. Please contact our customer service quickly.

D. What are the preparation times?

Orders are prepared within 1 to 2 business days before shipment.

E. How can I receive an invoice?

The invoice is sent by email once your order has been shipped. If you have not received it, please contact our customer service.

A. Where is my order?

The tracking link is included in your shipping confirmation email. You can also track your order via your customer account.

B. What are the delivery times and costs?

Delivery times and costs vary depending on the destination and the chosen shipping method. This information is displayed during checkout.

C. Which shipping providers do you use?

We work with trusted partners such as Chronopost & Colissimo.

D. Which countries do you deliver to?

We currently only deliver within Europe.

E. Are there any taxes or customs fees for international deliveries?

Any customs fees depend on the laws in force in the destination country and are the responsibility of the customer.

A. What is your return policy?

You have 14 days from the date of delivery to return an item purchased on maisonvelyra.com. Each Maison Velyra perfume is prepared with care; for a smooth return, the product must remain intact and unopened.

Conditions:

• Unopened products, in their original packaging, with all accessories
• Delivery fees are non-refundable, and return shipping costs are the responsibility of the customer

Refunds are made via the original payment method once the return is validated. Processing time: up to 14 business days, then 3–5 business days for the funds to appear in your account.

B. Can I return or exchange an opened perfume?

To preserve the integrity of the perfume, opened products or products whose packaging shows signs of alteration cannot be returned or exchanged.

C. How do I return a product?

Contact our customer service at support.maisonvelyra@gmail.com to initiate the return. We will ensure that the process runs smoothly.

D. Are there any fees for returns?

Return shipping costs are the responsibility of the customer, except in the case of an error on our part.

A. How to create an account?

Click on "login" at the top of our site and fill in the requested information in the "Create an account" section.

B. What if I forgot my password?

Click on "Forgot your password?" on the login page and follow the instructions to reset it.

C. What are the benefits of a Maison Velyra account?

• Easy order tracking
• Access to private offers
• Faster payment with saved preferences
• Information on new creations and limited editions

A. Are Maison Crivelli perfumes vegan and cruelty-free?

Our products are vegan. Maison Velyra does not test on animals, in keeping with the ethics and integrity of each creation.

B. What ingredients are used in Maison Velyra perfumes?

Transparency and care are at the heart of our creations.

The complete list of ingredients is provided on the packaging of each product. You can also consult the product-specific page on our website, in the Ingredients section.

All Maison Velyra perfumes are crafted from exceptional raw materials, carefully selected for their olfactory richness and skin compatibility.

C. Are Maison Velyra perfumes unisex?

Yes. Our creations are designed to be enjoyed without limits, offering an invitation to explore the olfactory universe beyond gender distinctions, and to be carried away by the emotion and beauty of the perfume.

D. What is the best way to apply perfume?

For an optimal experience:

• Spray on pulse points: wrists, behind the ears, or at the base of the neck.
• Hold the bottle about 30 cm from the skin for a fine mist.
• Avoid rubbing wrists together, as this can alter the perfume's evolution.

⚠️ Precautions:

• Avoid delicate fabrics to prevent staining.
• Do not spray directly into eyes, mucous membranes, or on irritated skin.

E. How should I store my perfume to preserve its quality?

To preserve the beauty of your fragrance, proper storage is essential.

Store the bottle in a cool, dry place, away from direct light and humidity. Avoid sudden temperature changes.

Over time, subtle changes may occur — this is a natural expression of the perfume's living character, without compromising its safety.