F.A.Q

(A). ORDERS: DELIVERIES

1. How do I place an order?

1. Customer account login: Choose to log in to your account if it exists, create an account or continue as a guest
2. Selection by the Customer: Select your product from the online product catalogue
3. Checking of the basket by the Customer: Check the contents of your basket and the accuracy of the products (product, quantity, total price of the order)
4. Confirmation du contenu de la commande par le Client: Confirm the contents of your order
5. Communicating and checking delivery address and billing address (same or different)
6. Order confirmation by the Customer: Choose and validate the Chronopost delivery method (home or relay point) and the payment method. By placing an order, the Customer directly and immediately confirms acceptance of these GTS. Once this stage has been completed, the Customer can no longer modify/cancel their order.
7. Confirmation of order acceptance: le Client reçoit un e-mail récapitulant le contenu de sa commande avec
- Order date
- Order number
- List of products ordered and amounts
- Delivery address and billing address
- Delivery method chosen
- Payment method chosen
- Destination: Home address or relay point.

2. What methods of payment are accepted?

We accept payment by credit card (Visa, MasterCard, Amex), PayPal, PayPal x4, Apple Pay and Google Pay. All transactions are secured using SSL technology.

3 - What are the delivery and return costs?

Delivery charges: free.
We offer home delivery as well as delivery to relay points in the only territory served by Maison Thishan Les Parfums: Metropolitan France.
For orders outside these territories, please contact our Customer Service Department to discuss shipping options. Additional charges may apply.
Return postage: free of charge.
When the Customer requests a return, MTLP will send the Customer the return confirmation and the CHRONOPOST return slip. In accordance with article 11 of the General Terms and Conditions of Sale, if the product received is defective or does not meet the original conditions announced by MTLP, no refund of the order will be made. Returned products must be returned in their original condition: unopened, unused and in their original packaging.

4 - What are the delivery times for an order?

Orders are processed within 2 working days - except in the case of unforeseeable circumstances or heavy traffic - from MTLP's partner warehouses, you should receive your order within 1 to 5 working days. In order to track your parcel, you will receive a tracking number from our partner Chronopost.
National: Metropolitan France:
From the date the package is handed over to the carrier :
Express home delivery: next day before 6pm.
Point Relais delivery: 2 to 3 days.
In the event of a stock shortage, delivery of your order may be considerably delayed. You will be informed by email with an estimated delivery time and an estimated date for restocking.

5. How do I track my parcel?

When a Customer's order is confirmed, our carrier partner Chronopost provides a tracking number. This number will be sent to the e-mail address and/or mobile phone number provided when the order was placed. The Customer can use this number to track their parcel on the carrier's website, chronopost.com. In addition, thanks to the tracking link provided by Chronopost, the Customer will be able to follow updates on the progress of his/her order, from processing to dispatch.

6. Can I change the contents of my order?

Unfortunately, once your order has been validated, we are unable to modify the content of your order.

7. Can I cancel my order?

Any order not dispatched by our warehouse may be cancelled and refunded.
Unfortunately, orders that have been dispatched cannot be cancelled. For any further information, please write to our Customer Relations Department: relationclientele@maisonthishan.com

8. Do you deliver internationally?

We currently only deliver to mainland France, exclusively via our online shop: maisonthishan.com
For orders outside this territory, please contact our Customer Service Department to discuss shipping options. Additional shipping charges may apply.

9. What do I do if I'm not at home at the time of delivery?

If you are unavailable to receive your parcel, the carrier will leave a delivery notice with instructions for rescheduling delivery or collecting your parcel from a relay point.
For all home deliveries, a signature is required to confirm receipt of the order.

10. Do you offer express delivery?

Yes, we offer free express delivery for mainland France: next-day delivery before 6pm.
This option is available when you confirm your order.

(B). ORDERS: RETURNS

1. What is our returns policy?

Withdrawal period: 14 days. To email us your decision to return using the retraction form available on our Delivery & Returns page - Section 5. Returns policy.
We accept returns within 14 days of the date of confirmation of withdrawal of your orderThe products must be unopened, unused and in their original packaging. Any condition that goes against what is indicated above will lead to a non-refund of the order.
Return costs The Customer shall not be liable for any loss or damage.
If the product received is defective or does not meet the original conditions announced by MTLP, no order refund will be made. Returned products must be in their original condition: unopened, unused and in their original packaging.
Our shipping packaging is designed for returning products thanks to its two adhesive strips. Please make sure that the two adhesive strips are properly glued to close the box. Please secure the shipment.
Please consult the returns procedure available on our Deliveries & Returns page - section 5. Returns policy.

2. How do I return a product?

To return a product, please contact our Customer Relations Department to obtain a returns authorisation and detailed instructions. We will then e-mail you a returns label to affix to your parcel.
Our shipping packaging is designed for returning products thanks to its two adhesive strips. Please use the second adhesive strip to close the box securely.
1. Remove the two protective adhesive strips.
2. Fold down the flap
3. Close the package using the tab.
4. We ask you to secure the return shipment to prevent theft.
Please consult the returns procedure available on our Deliveries & Returns page - section 5. Returns policy.

3. Do I have to pay for the return postage?

The Customer is not responsible for the cost of returning the goods.
When the Customer requests a return, we send the return confirmation and the return slip via Chronopost.
If the product received is defective or does not meet the original conditions announced by MTLP, no order refund will be made. Returned products must be in their original condition: unopened, unused and in their original packaging.

4. How long does it take to receive a refund?

Once your return has been received and inspected, we will process your refund within 3 to 5 working days. The refund will be made to the payment method used at the time of purchase.

5. Can I exchange a product?

At present, we do not offer direct exchanges.

6. What should I do if my product is damaged or faulty?

If you receive a damaged or faulty product, please contact our Customer Service Department as soon as possible with photos of the product and packaging. We will send you a replacement product or refund your money, whichever you prefer.
We will ask you to return the faulty product to us.

7. Can I return a product purchased at a physical point of sale?

As we do not yet have a physical point of sale, please return the product directly to our warehouse. To request a return, please contact our Customer Relations Department.
Please find the returns procedure available on our Delivery & Returns page - Section 5.

(C). THISHAN FRAGRANCES

1. What makes Parfums THISHAN unique?

Thishan Advanced Scentcare technology:
THISHAN Perfumes are natural Eaux de Parfums, enriched with SPF, alcohol-free and without endocrine disruptors.
Alcohol-free and long-lasting, thanks to an essential oil base and the House's secret know-how.
Its formula is 100% Organic, 100% Vegan and 100% of Natural Origin, guaranteeing a luxurious olfactory experience while respecting your well-being and the environment.
They are also unisex: suitable for both men and women.

2. Are THISHAN fragrances long-lasting?

Yes, our fragrances are alcohol-free and long-lasting. This is thanks in particular to an essential oil base and a secret of the House's expertise.
A product that is gentle on the skin, yet stable and long-lasting.

3. What are the main notes of À TOI?

With the minimal aspect that Thishan appreciates, THISHAN Perfumes have minimal but complex compositions with 5 olfactory notes.
Our À TOI fragrance features top notes of Pink Pepper and Fig Leaves, middle notes of Rose Geranium, and base notes of Vetiver and Cedarwood essential oil.

4. Is your fragrance suitable for sensitive skin?

Yes, absolutely. À TOI has been designed to suit sensitive and very sensitive skin. It is formulated without alcohol or endocrine disruptors, and enriched with SPF protective care. Its essential oil base also makes the fragrance gentle to apply. Precious, respectful and protective.

5. Why choose 100% Organic, 100% Vegan and 100% Natural fragrances?

Choosing a 100% Organic, 100% Vegan and 100% Natural Origin fragrance like À TOI means that you are opting for a high-quality fragrance that respects your health and the environment. It reflects a commitment to sustainable and ethical practices in perfumery.
À TOI is also not tested on animals.

6. How should I store my perfume to preserve its quality?

To ensure the longevity of your À TOI fragrance, store it away from direct sunlight and extreme temperature variations. Store it in a cool, dry place to preserve its delicate notes.

7. How can I be sure that this fragrance will suit me?

If you like fragrances with woody, chypre accords, such as vetiver and cedarwood, as well as spicy, floral touches like pink pepper and geranium, À TOI could be the perfect choice for you.
If you prefer natural elegance with an appreciation of discreet but striking things, this fragrance is aligned with those qualities.
It's also ideal for free spirits who like to stand out in a subtle, non-extravagant way.

8. Do you offer samples before buying a full size?

Yes, we offer a 1ml sample when you purchase our "À TOI" Perfume so that you can discover its unique notes before you commit to opening the product.
This pre-opening test will allow you to appreciate how the fragrance develops on your skin. You can open the product at your convenience. If not, you can offer it to a loved one or return your order to us in its original condition. For all retraction requests, please consult the procedure available on our Returns Policy page - section 5. Deliveries & Returns page. Return fees apply to all returned orders.

9. How can I find out more about the ingredients in your fragrance?

You can find a full list of the ingredients in our À TOI fragrance on its product page, along with information on their origin and benefits. We are transparent about our composition to ensure your peace of mind and satisfaction.

(D). MY ACCOUNT

1. How do I create my account?

To create an account, click on the "My Account" icon at the top of the home page and select "Create an account". Follow the instructions and provide the required information, such as your name and email address.
You will receive an email to set your password.

2 - What are the advantages of creating an account?

By creating an account, you can track your orders, manage your delivery addresses, save your favourite products and access exclusive members-only offers when available.

3. How can I reset my password?

If you have forgotten your password, click on "Forgotten password" on the login page. Enter your email address and you will receive a link to reset your password.

4. How can I change my personal details?

Log in to your account and access the "My profile" section to update your personal information, such as your name, account name, email address, delivery address, billing address and telephone number.

5. Can I register several delivery addresses?

At this point, you can only register a delivery address and a billing address. Access "My address" in your profile via the "My Account" page.

How can I delete my account?

If you wish to delete your account, please contact our Customer Relations Department. Please note that deleting your account is permanent and all your information will be deleted from our database.

(D). SECURITY & CONFIDENTIALITY

1. How do you guarantee the security of my personal information?

We use advanced encryption technologies and strict security protocols to protect your personal information. All data transmitted to our site is secured via SSL (Secure Socket Layer) to guarantee confidentiality.

2. What do you do with my personal information?

Your personal information is used only to process your orders, improve your customer experience, and inform you about our products and special offers, in accordance with our privacy policy. We do not sell or share your information with unauthorised third parties.

3. How do I know that my payment details are secure?

We work with our trusted payment provider Stripe who use state of the art security protocols to ensure your payment information is protected. We do not store your credit card information on our site.

4. How can I request that my personal information be deleted?

If you would like us to remove your personal information from our database, please contact our Customer Relations Department via the contact page. We will deal with your request in accordance with current data protection regulations.

5. What do you do to protect my data from unauthorised access?

We have implemented rigorous security measures, including firewalls, intrusion detection systems and regular security audits to protect your data from unauthorised access.

What should I do if I suspect a breach in the security of my data?

If you suspect a breach in the security of your data, please contact our Customer Relations Department immediately. We will take all necessary steps to investigate your report and resolve any potential problem.

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Yes, we use third-party cookies for services such as web analytics and advertising. These cookies are placed by trusted third-party partners and help improve your experience on our site.

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