Frequently Asked Questions

Seasonal Collections

Maison Lumineux focuses on exploring the potential of chocolate through product collections that are only available for a 2 month period (Jan-Feb, Mar-April, May-June, July-Aug, Sept-Oct, Nov-Dec). Each collection is carefully crafted to fit the season and has a subtle theme running through the whole collection.

Vegan Options

While we use animal products like butter, milk, and honey in some of our products, the majority of each seasonal collection is vegan. In addition to our dark chocolates which are almost exclusively vegan, we frequently craft plant-based white and milk chocolates as well. Our ingredients are listed clearly on each product, and if you have any further questions, please reach out to us.

Allergens

We understand the importance of careful handling of common allergens in our production facility and are very mindful in preventing cross-contamination. Our product lineup changes every two months, but we occasionally use ingredients containing wheat, milk, eggs, tree nuts, peanuts, soybeans, and sesame in our facility.

Refunds and Returns

Refunds are available only under very specific conditions. Please see our Refund and Returns Policy for more information.

Placing an Online Order

You can explore products online by viewing the whole collection or by choosing a product category. When you have made your selection, add the product to your shopping bag. You can review your shopping bag and proceed to checkout from the icon on the top right hand corner of the page. To complete your purchase simply enter your shipping, billing and payment details.

Personalized Notes

If you are purchasing a product as a gift and would like to include a personalized note, please add your desired note in the Order Notes field when checking out and we would be happy to include it in the shipment.

Payment Options, International Duty

We accept payment through PayPal and all major credit cards. This website features strong security systems to encrypt and protect your payment details, guaranteeing the total security of all transactions.

The charge will be in the same currency as the prices you see at checkout. The order total is the final amount you will be charged. You will not need to pay any extra duties or taxes at delivery. You will receive a receipt with the billing details entered at checkout for every order placed on the website.

Order Confirmation

The order will be confirmed when we send the confirmation email for each shipment to the email address you provided.

The email(s) will contain a confirmation and summary of the order in relation to each product such as products purchased and the total price of the order, including taxes and any shipping costs.

Out of Stock Products

Our seasonal collections are created in limited quantities, so products are not always available, especially toward the end of the 2 months that the collection runs. If a product is out of stock in our online shop, you can check our stockists to see if they may have it in stock.

Cancelling or Modifying Your Order

Should you need to cancel your order, please contact us as soon as possible. After the order has been prepared for shipping, it can no longer be cancelled. No cancellations are possible for personalized products which we customize expressly according to your wish.

For security reasons we cannot change the items in your order or the shipping and billing address. If you notice any mistakes or need to request minor modifications, please let us know and we will do our best to provide assistance.

Require Assistance?

You can contact our Customer Service through the live chat in the bottom corner of our website or through email at team@maisonlumineux.com.

Shipping Options and Costs

We ship almost all domestic and international shipments through UPS, and the shipping cost is variable depending on the shipping address of the order. We also offer the option to pick up orders from our production laboratory.

Orders take 1-3 days to process, and they are shipped to arrive within 3 days of shipping. During warmer months, orders may be delayed before shipping to ensure they are not in transit during exceptionally warm days. As soon as an order is shipped, you will receive an email with the tracking number.

Tracking Your Order

A Tracking Number will be assigned to each package as soon as it is shipped. You will receive an email containing the tracking number and a link to follow the delivery.

Picking Up From Our Facility

We offer the option to place an order online to be picked up directly from our production laboratory at 999 Geer Highway, Suite 200, Travelers Rest, SC 29690. To select this option, please choose local pickup under the shipping options on checkout. Once your order is available for pickup, you will receive a notification e-mail with the pickup times available. Please note that In-store Pick-up orders for certain merchandise can require additional processing time and it may take up to 5 days for order confirmations to be sent.

The order will be available for thirty days after the notification e-mail is sent. If after thirty days the order has not been picked up, we reserve the right to cancel by giving due notice and reimbursing the full amount paid.

Advantages of Registering for an Account

With an Account, you can access a series of exclusive services for an enhanced shopping experience:

  • Create a personalized wish list of your favorite items and share it.
  • Sign up for the Newsletter.
  • Save various billing and shipping addresses to speed up the ordering process.
  • Store credit card information to speed up checkout.
  • Archive order history and track order status.

Recover a Forgotten Password

In all sections where you can log in, you can access a “Forgot password” link to receive an e-mail with a link to create a new password.

Wishlist

By logging in to My Account, you can create a personalized wish list of your favorite items, print it and share it.