Questions & Answers

Placing an order with Maison Élan is a seamless experience. Browse our collections, select your desired piece, choose your size and colour, then add to your shopping bag. When you are ready, proceed to our secure checkout where you will provide your shipping and payment details. You will receive an order confirmation email within minutes of completing your purchase.

• Browse and select your item
• Choose size, colour, and quantity
• Add to Shopping Bag and proceed to checkout
• Enter shipping and payment information
• Receive your confirmation by email

Maison Élan accepts a comprehensive range of payment methods to ensure your convenience:

• Credit & Debit Cards: Visa, Mastercard, and American Express
• PayPal: Pay securely using your PayPal account or as a guest
• Bank Transfer: For orders over €1,000, bank transfer is available — please contact us to arrange

All transactions are processed in Euros (€) and protected by SSL encryption. Currency conversions are handled by your card provider.

We understand that circumstances change. Orders may be modified or cancelled within 2 hours of placement, before they enter our fulfilment process. To request a modification or cancellation, please contact us immediately at contact@maisonelanlingerie.com with your order number.

Once an order has been dispatched, it cannot be cancelled; however, you may initiate a return upon receipt in accordance with our Returns Policy.

Every Maison Élan order is presented as a gift, as standard. Your pieces are nestled in our signature tissue paper, sealed with a gold wax stamp, and placed within our lacquered black keepsake box — all complimentary.

For bespoke gifting occasions, we offer an enhanced presentation with hand-calligraphed gift cards and a satin ribbon in your chosen colour. This service is available at checkout for an additional €18.

Your security is our absolute priority. Maison Élan employs industry-leading security measures including:

• 256-bit SSL encryption across our entire website
• PCI DSS Level 1 compliant payment processing
• 3D Secure authentication (Verified by Visa, Mastercard SecureCode)
• We never store your full card details on our servers

Maison Élan ships to over 120 countries worldwide. We offer worldwide delivery so that our creations may reach you wherever you reside. A full list of supported destinations is displayed at checkout. If your country does not appear, please contact us and we will do our utmost to accommodate.

We offer three delivery options to suit your schedule:

• Standard International: 5–7 business days
• Express International: 2–3 business days
• Same-Day Paris: Available Monday–Saturday for Paris Intra-Muros (order before 12:00 noon)

Please note that delivery estimates begin from the point of dispatch, not order placement. Orders are typically dispatched within 1 business day.

• Standard International: €18
• Express International: €45
• Same-Day Paris Delivery: €25
• Complimentary Shipping: Free on all orders over €350 (standard service)

Shipping fees are displayed clearly at checkout before payment is confirmed. Import duties and taxes may apply depending on your destination country.

Yes — all orders totalling €350 or more are entitled to complimentary standard international shipping. This is applied automatically at checkout; no code is required. This threshold applies to the order value after any discounts but before taxes.

Once your order has been dispatched, you will receive a shipping confirmation email containing your DHL Express tracking number. You may use this to track your parcel in real time at dhl.com or through the DHL mobile app.

A signature will be required upon delivery for all orders. If you are unavailable, DHL will leave a delivery notification card with instructions for re-delivery or collection.

We offer a 30-day return window from the date of delivery. Items must be returned in their original condition — unworn, unwashed, with all tags attached and hygiene liners intact where applicable.

For hygiene reasons, briefs, thongs, and bodies cannot be returned unless faulty. All items are inspected upon return; items that do not meet our conditions will be returned to you.

To initiate a return, please follow these steps:

• Email contact@maisonelanlingerie.com with your order number and reason for return
• Our team will respond within 24 hours with a prepaid return label (Europe) or return instructions
• Package your item securely in the original box and tissue paper
• Drop off at your nearest DHL ServicePoint within 7 days of receiving your return label

Yes, size exchanges are warmly welcomed. To exchange, please contact us at contact@maisonelanlingerie.com with your order number and the desired size. Subject to availability, we will reserve the replacement piece for you and ship it upon receipt of your return. If the requested size is unavailable, a full refund will be issued.

Once we receive and inspect your return, a refund will be processed within 5–10 business days. The refund will be issued to your original payment method. Processing times may vary depending on your bank or card provider.

You will receive an email confirmation once your refund has been initiated.

Items purchased during our seasonal sale events at a discount of 40% or more are considered final sale and cannot be returned or exchanged unless deemed faulty. This exclusion will be clearly noted at the time of purchase. All other promotional and full-price items remain eligible for return within our standard 30-day policy.

We have created a comprehensive Size Guide to assist you in finding your perfect fit. We recommend measuring yourself using a soft tape measure and referring to our detailed charts, which cover European, UK, and US sizing conversions. If you are between sizes, we generally recommend sizing up for bra sets and sizing true for briefs and robes. Our team is also happy to provide personalised fitting advice.

Maison Élan is committed to using only the finest materials sourced from renowned mills across Europe:

• Lace: Calais-Caudry lace, woven on heritage Leavers looms in northern France
• Silk: 22-momme mulberry silk from Italian mills
• Satin: French satin in acetate or silk compositions
• Velvet: Devore velvet with silk pile, sourced from Lyon

Specific fabric compositions for each piece are detailed on the individual product pages.

To preserve the beauty and longevity of your Maison Élan pieces:

• Hand wash gently in cool water with a delicate lingerie wash
• Do not wring or twist — press gently between two clean towels
• Lay flat or hang to dry away from direct sunlight and heat sources
• If machine washing, use a mesh lingerie bag on a delicate cycle at 30°C maximum
• Do not tumble dry, bleach, or iron directly on lace
• Store folded (not hanging) in a cool, dry drawer away from sharp objects

Yes. Through our Maison Élan Sur Mesure service, select styles may be created in a custom size or adapted to your measurements. This bespoke service is available by appointment at our Paris atelier, or by written enquiry via contact@maisonelanlingerie.com. Sur Mesure pieces are typically delivered within 6–8 weeks and are non-returnable.

Ethical craft is central to our identity. All Maison Élan pieces are handcrafted in our Paris atelier and by a small network of family-run ateliers in France and Portugal, each independently audited for fair labour practices. We are committed to transparency in our supply chain, environmentally responsible sourcing, and supporting the artisan lace-making traditions of Calais.

An account is not required. You are welcome to check out as a guest. However, creating a Maison Élan account allows you to track orders, view your purchase history, save addresses, and participate in our loyalty programme. Registration is complimentary and takes only a moment.

Our Cercle Élan loyalty programme rewards our most devoted clients across three tiers:

• Or (Gold): Entry level — 1 point per €1 spent, early access to new collections
• Platine (Platinum): Spend €1,000+ annually — 1.5 points per €1, complimentary express shipping
• Diamant (Diamond): Spend €3,000+ annually — 2 points per €1, private salon previews, dedicated stylist

Points may be redeemed for boutique credit at a rate of 100 points = €10.

Rewards can be redeemed at checkout by logging into your Maison Élan account. Your available points balance will be displayed, and you may choose to apply any portion of your points as a discount against your order total. A minimum balance of 200 points is required for redemption.

Absolutely. Guest checkout is available and requires only your email address, shipping details, and payment information. If you later wish to create an account, you may do so at any time, and purchases made as a guest can be linked to your new account upon request.