Customer Care FAQ
From fragrance care to shipping and returns, we're here to help. Explore answers to our most frequently asked questions below.
Orders & Products
Are Your Fragrances Authentic?
Yes.
Maison Sève is committed to offering authentic products
sourced through trusted suppliers, distributors, fulfillment partners, and
established industry channels.
We do not knowingly sell counterfeit, imitation, or
unauthorized products.
Why Does My Bottle Look Different Than One I’ve Seen Online?
Manufacturers occasionally update:
• Packaging
• Bottle designs
• Labels
• Caps
• Product literature
• Batch codes
As a result, authentic products may vary from images found online or from previous product releases.
Packaging differences alone do not indicate authenticity concerns.
Why Does My Fragrance Smell Different Than Expected?
Fragrance is highly subjective.
Performance and scent perception may vary based on:
• Skin chemistry
• Climate
• Temperature
• Humidity
• Storage conditions
• Reformulations
• Personal perception
For best results, allow your fragrance to stabilize at room temperature for 24–48 hours after delivery before evaluating performance.
Do You Offer Samples or Discovery Sets?
Maison Sève plans to introduce Discovery Sets and curated sampling experiences in the future.
Availability and release information will be announced through our email community and social channels.
Why Is There A Limit On Certain Products?
To maintain product availability and ensure fair access, Maison Sève may limit purchase quantities on certain products, collections, and limited releases.
Shipping
Where Do You Ship?
Maison Sève currently ships within the United States.
At this time, international shipping is not
available.
How Long Does Shipping Take?
Orders are typically processed within 1–3 business days.
Most shipments arrive within approximately 4–10 business days after shipment.
Delivery timelines are estimates only and may vary due to weather, carrier operations, inventory verification, fraud screening, and other factors outside our direct control.
How Can I Track My Order?
Tracking information will be provided once your order ships.
Customers are encouraged to monitor tracking updates throughout the delivery process.
My Tracking Shows Delivered But I Cannot Find My Package.
Please:
• Check around your delivery location
• Check with household members
• Check with neighbors
• Contact the carrier
• Contact Maison Sève
Customers must cooperate with any carrier investigation relating to delivery concerns.
Do You Require Signature Confirmation?
Maison Sève reserves the right to require signature confirmation for certain orders, including high-value purchases and orders
requiring additional verification.
Do You Ship Internationally?
Maison Sève currently ships within the United States only. International shipping is not available at this time.
Heat, Cold & Weather
My Fragrance Arrived Warm. Is Something Wrong With It?
Not necessarily.
Fragrance products may encounter varying temperatures during transportation and delivery.
Warm temperatures during transit do not automatically indicate damage or authenticity concerns.
Allow the fragrance to stabilize at room temperature for 24–48 hours before evaluating performance.
My Fragrance Arrived Cold. Is Something Wrong With It?
Not necessarily.
Temporary exposure to cold temperatures during transit does not automatically indicate product damage or authenticity concerns.
Allow the fragrance to stabilize at room temperature for 24–48 hours before evaluating performance.
My Fragrance Looks Cloudy After Delivery.
Temporary cloudiness, discoloration, or performance changes may occur after exposure to environmental conditions during shipping.
These effects are often temporary and may resolve after the product stabilizes.
Can Extreme Heat Damage Fragrance?
Extended exposure to excessive heat can affect fragrance products.
Customers are encouraged to retrieve delivered packages promptly and avoid leaving fragrances in:
• Vehicles
• Mailboxes
• Direct sunlight
• Outdoor storage areas
Returns & Refunds
Can I Return a Fragrance If I Don’t Like the Scent?
No.
Because fragrance preference is highly personal, opened fragrances are not eligible for return or refund.
We encourage customers to research fragrances thoroughly before purchasing.
Can I Return an Opened Fragrance?
No.
Opened, sprayed, sampled, tested, or used
fragrance products are not eligible for return.
Do You Offer Exchanges?
At this time, Maison Sève does not offer direct exchanges.
If your return is approved and qualifies under our Refund Policy, you may place a new order separately for your preferred
item.
Can I Cancel My Order?
Orders may generally be canceled prior to fulfillment and shipment.
Once fulfillment has begun, cancellation may no longer be possible and the order becomes subject to our Refund Policy.
How Do I Know If My Order Has Entered Fulfillment?
Once an order has been submitted to our fulfillment network, inventory has been allocated, shipment preparation has begun, a shipping label has been created, or the order has otherwise entered the
fulfillment process, cancellation may no longer be available.
Who Pays Return Shipping?
Customers are generally responsible for return shipping costs.
Maison Sève may, at its discretion, provide return-shipping assistance in situations involving:
• Incorrect items
• Damaged items
• Defective items
• Fulfillment errors
Please refer to our Refund Policy for complete details.
What If My Item Arrives Damaged?
Please contact us within five (5) calendar days of delivery.
Include:
• Your order number
• A description of the issue
• Photos of the product
• Photos of the packaging
• Photos of the shipping label
Payments & Security
What Payment Methods Do You Accept?
Accepted payment methods will be displayed during checkout.
Available payment methods may change from time to time.
Is My Payment Information Secure?
Yes.
Payments are processed through trusted third-party payment providers.
Maison Sève does not directly store complete payment-card information.
Why Was My Order Canceled?
Orders may be canceled for reasons including:
• Product availability issues
• Fraud-prevention reviews
• Payment verification concerns
• Pricing errors
• Quantity-limit violations
• Unauthorized resale concerns
Customers will be notified if an order cannot be fulfilled.
Maison Sève
What Does “Sève” Mean?
“Sève” is a French word associated with sap, vitality, life force, and essence.
The Maison Sève philosophy centers around the belief that fragrance is more than scent—it is presence, memory, identity, and expression.
What Is the ESSENCE Collection?
The ESSENCE Collection is Maison Sève’s evolving apparel and lifestyle collection series.
Each release explores a unique theme through carefully curated design, storytelling, and expression.
Future releases and announcements will be shared through Maison Sève channels.
How Can I Contact Maison Sève?
Contact & Support
How Can I Contact Maison Sève?
Questions may be directed to hello@themaisonseve.com. We are happy to assist whenever possible.
What Are Your Customer Service Hours?
Customer inquiries are typically reviewed Monday through Friday. Response times may vary during holidays, launches, promotions, and periods of high demand.