Frequently Asked Questions

Brand-related inquiries

We stand for transparency. Here you will find answers about our brand, vision and what makes us special.
1. What is Maison Sentièl?

Maison Sentièl is a modern fragrance house that offers high-quality perfumes – inspired by luxurious fragrance classics.
2. Are your perfumes originals or dupes?

Our fragrances are inspired by well-known luxury perfumes, but are independently composed to offer a similar fragrance experience.
3. Where are your perfumes manufactured?

All our perfumes are developed and bottled in the EU – with the highest standards of quality and craftsmanship.
4. Is Maison Sentièl a sustainable brand?

We focus on minimalist packaging design and animal-free processes – sustainability is part of our vision.

Shipping & Delivery

Everything you need to know about shipping times, delivery, returns and what to do in case of lost shipments.
1. How long does shipping take?

Delivery time is 3-5 working days for standard shipping, 1-2 working days for express shipping – depending on the destination.
2. How can I track my order?

Once your package has been shipped, you will receive a tracking number via email.
3. What happens if I'm not at home?

You will receive a notification with information on how to pick up the package or arrange a new delivery attempt.
4. What to do in case of loss or theft?

Please fill out the DHL damage form and send it to us – this is the only way a refund is possible.

Refund & Return

Here you will find answers regarding returns, refunds and our terms and conditions for defective or incorrect products.
1. Can I return my order?

Yes, returns are possible within a certain period after receipt. Please contact us by email beforehand.
2. Who pays the return shipping costs?

The customer bears the costs – unless the product was defective or we caused an error.
3. How do I get my money back?

After receipt and inspection of the returned item, the refund will be issued via the originally chosen payment method.
4. What to do in case of damaged products?

Please contact us with photos and your order number. We will review the case and find a solution as quickly as possible.

If that's not the case, get in touch with us – we'll do our best to find a solution together.