Our Policies

Return Window

We offer a 30-day return window from the date of delivery. We understand that purchasing lingerie online requires confidence, and we want you to be completely satisfied with your Maison Élan pieces.

Conditions for Return

To be eligible for a return, items must meet the following conditions:

• Unworn, unwashed, and unaltered
• All original tags and labels attached
• Hygiene liners intact and unremoved (where applicable)
• Returned in original Maison Élan packaging where possible
• Accompanied by the original order confirmation or invoice

All returns are inspected upon receipt. Items that do not meet these conditions will be returned to the sender and a refund will not be issued.

Hygiene Policy

For reasons of hygiene and consumer protection, the following items cannot be returned or exchanged unless they are faulty or incorrectly described:

• Briefs and thongs
• Bodies and bodysuits (where the gusset has been removed)
• Swimwear

This is in accordance with French consumer law and EU Distance Selling Regulations.

How to Initiate a Return

1. Email contact@maisonelanlingerie.com with your order number and reason for return
2. Our client care team will respond within 24 hours with a prepaid DHL return label (for European returns)
3. Package your item securely in the original box and tissue paper
4. Drop off at your nearest DHL ServicePoint within 7 days of receiving your label
5. Retain your proof of postage until your refund is confirmed

For returns from outside Europe, clients are responsible for return shipping costs. We recommend using a tracked service.

Refund Processing

Once your return has been received and inspected, we will notify you by email. Approved refunds are processed within 5–10 business days to your original payment method. Please allow additional time for your bank or card provider to post the credit to your account.

Shipping fees are non-refundable unless the item is faulty or we have made an error.

Exchanges

We are delighted to arrange size or colour exchanges, subject to availability. To request an exchange, please contact us with your order number and desired alternative. We will reserve the replacement piece upon receipt of your return and dispatch it promptly.

If the desired item is unavailable, a full refund will be issued instead.

Non-Returnable Items

• Briefs, thongs, and bodysuits (hygiene reasons)
• Items marked as Final Sale (discounts of 40% or more)
• Sur Mesure (custom order) pieces
• Items showing signs of wear, washing, or perfume
• Gift cards and boutique credit

Faulty Items

If you receive a faulty, damaged, or incorrectly described item, please contact us within 48 hours of delivery with photographs. We will arrange an immediate replacement or full refund, including all shipping costs, at no charge to you.

Introduction

Maison Élan Lingerie SAS ("we," "our," "us"), registered in France, is committed to protecting your personal data. This Privacy Policy explains how we collect, use, and safeguard your information when you visit our website or make a purchase.

We comply with the General Data Protection Regulation (GDPR) and the French Data Protection Act (Loi Informatique et Libertés).

Data We Collect

We collect the following categories of personal data:

• Identity Data: First name, last name, title
• Contact Data: Email address, telephone number, delivery and billing address
• Transaction Data: Details of purchases, payment method type (not card numbers)
• Technical Data: IP address, browser type, device identifiers, cookies
• Usage Data: Pages visited, time on site, referring URLs
• Marketing Data: Communication preferences

How We Use Your Data

We use your personal data for the following purposes:

• Processing and fulfilling your orders
• Sending order confirmations, shipping notifications, and receipts
• Managing returns and exchanges
• Administering your account and loyalty membership
• Sending marketing communications (where you have consented)
• Improving our website and product offering
• Fraud prevention and security
• Compliance with legal obligations

Third Parties

We share your data with trusted third parties only where necessary:

• DHL: For shipping and delivery
• Payment Processors: Stripe and PayPal, for secure payment handling
• Email Service Providers: For transactional and marketing emails
• Analytics Providers: Google Analytics (anonymised data)

We do not sell your personal data to any third parties. All processors are bound by contractual data processing agreements.

Your Rights (GDPR)

Under the GDPR, you have the following rights regarding your personal data:

• Right of Access: Request a copy of the data we hold about you
• Right to Rectification: Request correction of inaccurate data
• Right to Erasure: Request deletion of your data ("right to be forgotten")
• Right to Restriction: Request that we limit our processing of your data
• Right to Portability: Receive your data in a structured, machine-readable format
• Right to Object: Object to processing for direct marketing

To exercise any of these rights, please contact us at contact@maisonelanlingerie.com. We will respond within 30 days.

Data Retention

We retain your personal data for as long as necessary to fulfil the purposes for which it was collected. Transaction records are kept for 7 years in accordance with French accounting law. Marketing preferences are retained until you withdraw consent.

Contact for Privacy Enquiries

Our designated Data Protection contact can be reached at:
contact@maisonelanlingerie.com
42 Rue du Faubourg Saint-Honoré, 75008 Paris, France

You also have the right to lodge a complaint with the French data protection authority, the CNIL, at cnil.fr.

Acceptance of Terms

By accessing and using the Maison Élan website and making purchases, you confirm that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree to these terms, please refrain from using our website.

These Terms are governed by French law and constitute the entire agreement between you and Maison Élan Lingerie SAS.

Product Descriptions

We endeavour to ensure that all product descriptions, images, and specifications on our website are accurate and up to date. However, we cannot guarantee that colours displayed on screen accurately represent the actual colours of our pieces due to variations in monitor calibration.

Product dimensions and measurements are provided as guidance. Slight variations may occur as many of our pieces are handcrafted.

Pricing & Availability

All prices are displayed in Euros (€) and include French VAT at the applicable rate. We reserve the right to amend pricing at any time without notice. The price applicable to your order is that displayed at the time of checkout confirmation.

All orders are subject to availability. In the event that an item becomes unavailable after your order is placed, we will contact you immediately to offer an alternative or a full refund.

Intellectual Property

All content on the Maison Élan website — including but not limited to text, photography, design, graphics, logos, and the Maison Élan name and brand identity — is the exclusive intellectual property of Maison Élan Lingerie SAS and is protected under French and international copyright and trademark law.

Unauthorised reproduction, distribution, or use of any content without prior written consent is strictly prohibited and may result in legal action.

Limitation of Liability

To the fullest extent permitted by law, Maison Élan shall not be liable for any indirect, incidental, special, or consequential damages arising from:

• Use of, or inability to use, our website
• Delivery delays caused by carriers or customs authorities
• Loss of data or profits
• Third-party actions or services

Our total liability in any matter shall not exceed the value of the goods purchased by you in the relevant transaction.

Governing Law & Jurisdiction

These Terms and Conditions are governed exclusively by French law. Any disputes arising from or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of Paris, France.

For consumers within the EU, mandatory consumer protection laws in your country of residence may also apply and are not affected by this clause.

Amendments to Terms

Maison Élan reserves the right to update these Terms and Conditions at any time. Material changes will be communicated to registered account holders by email. Continued use of our website following notification constitutes acceptance of the revised terms.

What Are Cookies?

Cookies are small text files placed on your device when you visit a website. They allow the website to recognise your device and remember certain information about your visit, enhancing your browsing experience.

Essential Cookies

These cookies are strictly necessary for the website to function and cannot be disabled. They enable core features such as:

• Shopping bag and session management
• Secure login and account authentication
• Checkout and payment processing
• Security and fraud prevention

Essential cookies do not collect personal data for marketing purposes.

Analytics Cookies

With your consent, we use analytics cookies to understand how visitors interact with our website. This helps us improve our content and user experience.

• Google Analytics: Collects anonymised usage data (pages visited, time on site, traffic sources)
• Data is aggregated and does not identify individual users
• You may opt out at any time via your cookie preferences

Marketing Cookies

With your consent, marketing cookies allow us to show you relevant Maison Élan advertisements on third-party platforms and measure the effectiveness of our campaigns.

• Meta Pixel: Enables retargeting on Instagram and Facebook
• Pinterest Tag: Supports campaign tracking on Pinterest
• These cookies may share data with the respective advertising platforms

You may withdraw consent for marketing cookies at any time without affecting your ability to shop on our website.

How to Manage Cookies

You may manage your cookie preferences at any time:

• Cookie Banner: Use the preferences panel displayed upon your first visit
• Browser Settings: Most browsers allow you to block or delete cookies via their privacy settings
• Google Analytics Opt-out: Install the Google Analytics Opt-out Browser Add-on
• Email us: contact@maisonelanlingerie.com to request data deletion

Please note that disabling certain cookies may affect the functionality of our website, including the ability to complete a purchase.

Cookie Retention

Session cookies are deleted when you close your browser. Persistent cookies remain on your device for a set period — analytics cookies expire after 13 months, marketing cookies after 90 days, unless cleared by you sooner.