FAQs
Answers to the questions we are asked most often. If yours is not here, email us at hello@emaison.co.uk and we will respond within one working day.
Orders and delivery
How long will my order take to arrive?
Standard delivery is 3–5 working days. Express delivery is 1–2 working days. All orders are dispatched within 1–2 working days of placement. You will receive a dispatch confirmation email when your order leaves us.
How much does delivery cost?
Standard delivery is free on all orders over £60. On orders under £60 it is £3.95. Express delivery is £6.95 on all orders.
Do you ship outside the UK?
We currently ship within the United Kingdom only. If you are outside the UK and would like to place an order, email us at hello@emaison.co.uk and we will do our best to help.
Can I change or cancel my order after placing it?
We process orders quickly. If you need to change or cancel, email hello@emaison.co.uk as soon as possible with your order number. We cannot guarantee changes once an order has been dispatched, but we will always do our best.
My order has not arrived. What should I do?
Check your dispatch confirmation email for tracking information. If your order is more than 7 working days late, email us at hello@emaison.co.uk with your order number and we will investigate immediately.
Returns and refunds
Can I return a product if I change my mind?
Yes. You have 30 days from the date of delivery to return any unopened and unused product in its original packaging. Email hello@emaison.co.uk with your order number and we will send you a prepaid returns label within one working day.
Can I return a product I have opened?
For hygiene reasons we are unable to accept returns on opened or used products unless they are faulty or damaged. If a product does not suit your skin and you have used it, please contact us — we will always try to find a solution.
My product arrived damaged. What do I do?
Please photograph the packaging and the product and email us at hello@emaison.co.uk within 7 days of delivery. We will arrange a replacement or full refund immediately, including return postage. You do not need to return a damaged product.
How long do refunds take?
Once we receive your return, we process refunds within 5 working days. The refund is made to your original payment method. Your bank may take a further 3–5 working days to show it in your account.
Products and rituals
Are your products genuine French pharmacy products?
Yes. Every product we sell is sourced directly from authorised French pharmacy suppliers. We do not sell grey market or parallel import stock. The products are identical to what you would find in a French pharmacie.
Why are some products cheaper on other websites?
Some retailers source through parallel import channels or sell products approaching their use-by date. We do not. We also provide something other retailers do not — curation, explanation, and protocol guidance. The price reflects the whole offer, not just the product.
Are your products suitable for sensitive skin?
Most of the products we stock were developed specifically for sensitive, reactive, or compromised skin — this is a defining characteristic of French dermo-cosmetics. That said, all skin is different. If you have a specific condition or allergy, check the ingredient list on the product page or email us before purchasing.
I am pregnant. Can I use these products?
Retinol — including A313 — is not recommended during pregnancy. Vitamin C, hyaluronic acid, niacinamide, and SPF are generally considered safe, but we always recommend consulting your midwife or GP before introducing new skincare during pregnancy.
What is the difference between a ritual and buying products individually?
A ritual is a protocol — a specific sequence of products chosen because they work together, in a specific order, for a specific purpose. Buying individually is fine. The ritual adds two things: a small saving on the combined price, and the knowledge of how and in what order to use the products. The protocol is the product.
Can I buy individual products from a ritual separately?
Yes. Every product in every ritual is available to buy individually from the pharmacy shelf. The ritual price is a small saving on the combined individual price — with the exception of La Rituel Retinol, which is priced at a small premium to reflect the curation of the protocol.
Skincare and ingredients
I have never used retinol before. Where do I start?
Start with A313 and the La Rituel Retinol protocol. Begin two nights a week, buffer it with ialuset underneath, and use Cicalfate if the skin feels tight in the morning. Add a third night after four weeks if the skin is tolerating it. Do not start faster than this. See our journal piece on introducing retinol for the full method.
Can I use vitamin C and retinol together?
Not on the same night. Use vitamin C in the morning, retinol in the evening. Used at different times of day they are complementary — vitamin C addresses daytime free radical damage, retinol works on cell turnover overnight. Used simultaneously they can cause irritation that neither would cause alone.
What SPF should I use every day?
SPF50, applied every morning as the final step in your routine. The Avène Sunsimed SPF50 is our recommendation for anyone with a tendency toward hormonal pigmentation. For general daily use the La Roche-Posay Anthelios range is excellent. Apply more than you think you need — most people use half the required amount.
My skin has become more reactive since perimenopause. Where do I start?
Start with the La Rituel Hydratant. It is the gentlest entry point — a cleanser, a niacinamide serum, and a moisturiser. Nothing aggressive. Nothing that will make reactive skin worse. Once the barrier has stabilised over four to six weeks, you can consider introducing retinol or vitamin C.
Do your products contain fragrance?
Some do and some do not. We note fragrance clearly in the product descriptions. Where the formulation allows a fragrance-free option, we choose it. Where it does not, we tell you. If fragrance sensitivity is a concern, email us before purchasing and we will advise on which products are suitable.
The eMaison letter
What is the eMaison letter?
A fortnightly email about skincare — specifically about skin in perimenopause and beyond. No influencer tie-ins. No discount codes disguised as editorial. Just honest writing about what works and why. You can subscribe at the bottom of any page on the site.
How often do you send it?
Fortnightly. We do not send more than two emails a month. We do not send promotional emails outside of the letter unless there is something genuinely worth telling you about.
Can I unsubscribe?
Yes, at any time. Every email has an unsubscribe link at the bottom. We do not make it difficult.
Contact
How do I get in touch?
Email us at hello@emaison.co.uk. We aim to respond within one working day, Monday to Friday. We do not have a phone line — email is the fastest way to reach us.