Do you have any questions?
At Maisons 25, we understand that contact is an essential part of our relationship with the customer. We are available to answer any questions related to orders, products, or collaborations, whenever you need us.
Opening hours:
Monday to Sunday, from 9:00 to 20:00.
Response time:
We respond the same day.
What do you need?
Other contact channels
Phone and WhatsApp
+41 77 230 83 86
Mailing address
Paseo de la Castellana 257, Torre Sur, planta 1
28046 Madrid, Spain
You can also use the form on this page or contact us through our official social media channels.
We provide service in Spanish, French, and English.
Frequently asked questions
At Maisons 25, we strive to be as transparent as possible with our customers. Below, we detail the most common questions related to our products and orders.
Shipping
Where are orders shipped from?
Orders to Spain or the European Union are shipped from Spain.
How long does it take to prepare an order?
Orders are prepared within approximately 1 business day. Those placed before 3:00 PM can be prepared the same day.
How long will my order take to arrive?
Spain: 1–2 business days (up to 3 in exceptional cases).
European Union: 10–15 business days.
Do shipments include a tracking number?
Yes. All orders are sent with a tracking number.
Is a signature required on delivery?
It is not mandatory to sign for receipt of the order.
Are there shipping costs?
- Spain: free shipping.
- European Union: €10.
Do I have to pay taxes or customs fees?
No. Any customs costs are covered by Maisons 25.
Orders
Can I modify my order once it's placed?
Yes, as long as it has not yet been prepared. We recommend contacting us as soon as possible after making your purchase.
What happens if I enter my address incorrectly?
If you find an error, you must report it as soon as possible. Once the order has been submitted, modification may not be possible.
Payments
What payment methods do you accept?
We accept American Express, Visa, Mastercard, Maestro, Diners Club, PayPal, Apple Pay, Google Pay, Shop Pay, Klarna, Bancontact, iDEAL and UnionPay.
Is it safe to pay on the website?
Yes. All payments are processed through Shopify's secure platform, which is PCI DSS Level 1 certified (the highest standard in payment security). Transactions are protected using 256-bit SSL (TLS) encryption, ensuring data confidentiality and protection at all times.
Do you offer payment in installments?
No, we currently do not offer installment financing.
Products
Where are the fragrances made?
Fragrances are developed and produced in Spain and France.
What is the recommended wear time for the perfume?
Up to 36 months.
Do they comply with current regulations?
Yes. All compositions comply with European regulations and IFRA standards.
How should I store my perfume?
We recommend storing it in a cool, dry place, away from direct light and heat sources, to preserve its original qualities.
Returns
What is the deadline for returning a product?
The customer has 14 calendar days from the receipt of the order to request a return, in accordance with current regulations.
Can opened perfumes be returned?
No. For hygiene and safety reasons, returns are not accepted for products whose seal has been broken.
Who bears the cost of return?
It is evaluated on a case-by-case basis. In most situations, the cost is covered by Maisons 25.
Issues
What happens if I receive a defective or incorrect product?
After verifying the incident, Maisons 25 will fully cover the return and shipping of a new product at no additional cost.
What should I do if my order arrives damaged?
It is necessary to contact us as soon as possible, providing visual evidence of the package and product condition, in order to properly manage the incident.
Additional information
For any other questions, we are available to provide direct assistance via pablocasas@maisons25.com