Frequently Asked Questions

Live Scent Advisor

Expert scent designers at your service, guiding you to the ideal ingredients for blending your tailored fragrance.

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Can't wait to try your bespoke perfume? We've got you covered with speedy worldwide delivery.

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Card details and all other sensitive data are protected. With Maison 21G, you're in safe hands.

My purchased item is damaged.
expand_more
We’re sorry that the item that you purchased is damaged, please let us look into this for you. Kindly fill out this form https://forms.gle/iQ8fNiq1h37DrnUj8 and send it to our Customer Service Team at create@maison21g.com so we can provide you a solution as soon as possible. Please do not send damaged items back to us without contacting us first.
How can I return my order?
expand_more
Simply ship it back to us. In case of claim within 7 days from the date of delivery, we are happy to offer free returns for full-sized perfume creations (30ml) for our Singapore customers.

For our international customers, we are happy to offer product exchanges or refunds if the product is returned to us. Our return address is Maison 21G, 77 Duxton Road, Singapore, 089536.

Orders must be returned in the original packaging.

Please keep in mind that the items you wish to return need to be sent to us within 7 days following the date of delivery.

Mini solid perfumes (2ml), zamak solid perfumes (4ml) and roll-ons (5ml) are excluded from our exchange policy and we do not offer refunds or exchanges for those products

Once we receive your returned items, we will issue you a refund or arrange for a replacement.

Please be advised that we do not cover any return costs for orders outside of Singapore.

Once we receive your returned items, we will issue you a refund or arrange for a replacement.

Mini solid perfumes (2ml), zamak solid perfumes (4ml) and roll-ons (5ml) are excluded from our exchange policy and we do not offer refunds or exchanges for those products.

Please include this form with any returns you'll be making: https://forms.gle/iQ8fNiq1h37DrnUj8.
Can I exchange my perfume?
expand_more
If you don’t enjoy your scent creation, we are happy to send you a replacement with a different combination. Please fill out this form: https://forms.gle/iQ8fNiq1h37DrnUj8 and send it to our Customer Service Team at create@maison21g.com for further assistance.

Scent exchanging is only available for online purchases. Perfume bought in- boutique will not be applicable for exchange.

Maison 21G reserves the right to reject any exchange or return that does not comply with any of the above policy or for any other reason.
Which countries do you ship to?
expand_more
We want you to enjoy your scent in a timely manner & due to circumstances outside our control (individual country import duties and regulations as well as significant COVID-19 delays), we are unable to shop to the following countries:
  • Thailand
  • China
  • Taiwan
  • Spain
  • Russia
  • Uganda
I have opted for ‘Get now, pay later’ but have been charged already, even though I am still waiting for my product to arrive. Why is that?
expand_more
We are very sorry that you have not yet received your order yet and we’re sure it will arrive soon. Please check the tracking number in your confirmation email for more details. The payment policy applies from the date of purchase.
When do I receive my refund?
expand_more
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the method of payment (bank account, credit card, PayPal account…) that was used for the order.
What are the costs for returning an item?
expand_more
The costs of the return differ based on the shipping company and country that you ship it from. Please check with your local post office for the price. Returns in Singapore are free of charge.
  1. Maison 21G strongly recommends that every item is returned using registered mail. If the return is not shipped using registered mail, Maison 21G cannot be held liable for missing items.
  2. Please note that international return shipments are at the customer's own
I paid for my order with a digital gift card, but I want to return it. How does that work?
expand_more
You can return your order following the standard procedure. We will be able to re-issue your gift card with the original validity and you can use it for future purchases..
Did you receive my return?
expand_more
Once we have received your shipment, we will process the return as soon as possible. It takes around two working days to start processing your return. We will send you an email once this is finished.

Simply email us at create@maison21g.com to arrange for a return

Please make sure to include:
  • Your order number
  • Your name
  • The reason for your return (e.g. I don’t like my mix)
Do you offer a delivery service?
expand_more
We offer free delivery for orders in Singapore.

We also offer delivery to a range of countries worldwide. Delivery rates and lead times vary depending on the destination.
Can I create my own perfume?
expand_more
Yes. We’d love to help you create your own perfume, which could be based on your perfume, your favourite ingredients or your personality.If you're ready to tailor-make your perfume, let's begin your journey at https://www.maison21g.com/funnel
How can you customise the perfumes for me?
expand_more
We highly suggest you take the personality quiz at https://maison21g.com/funnel to help guide you in the creation of your own perfume. At the end of the quiz, there’s at least 2 unique blends that you can choose from, whether you’re looking for your fresh morning scent or a sensual evening perfume.
Can I create a scent inspired by my favourite branded perfume?
expand_more
Yes. Our website can guide you and recommend a perfume blended based on your favourite perfume: https://maison21g.com/create-perfume

If you can’t find what you are looking for, just drop us an email at create@maison21g.com and we can immediately consult our perfume experts to provide recommendations based on your inspiration.
What is the size/ml of the perfume bottle?
expand_more
Our Eau de Parfum creations are available in 30ml bottles.
What is the size/ml of the sample?
expand_more
Our Eau de Parfum samples are available in the form of dual crayons which are 2 distinctive ingredients in 2 roll-ons (2 x 5ml).
Do you sell gift vouchers?
expand_more
Yes. We do have gift cards available. You can choose to gift an Eau de Parfum or a perfume creation workshop.

These and more of our exquisite gift choices can be found at
https://maison21g.com/gift
.
Do gift card purchases cover postage?
expand_more
Yes, you can pay for postage with the value of the gift card.
How do I schedule a workshop from a gift card I received?
expand_more
Our workshop gift card allows either the giver to book a specific date and time, or leave it blank for the recipient to book themselves.

Workshops can be scheduled by selecting your preferred workshop type at https://maison21g.com/perfume-workshop and selecting a date and time and enter the e-voucher code number. If you are in possession of a physical gift card purchased at our boutique, please email create@maison21g.com to arrange your workshop slot or call our boutique at +65 6226 2677.
Why can’t I check out with the valid promo code?
expand_more
Do note that minimum spending of S$30 is required for all promo codes.
What are the benefits of sharing my first promo code?
expand_more
If you share a referral code of 15% discount to your friends and that 3 of them purchase with it, you will be offered a free perfume. We will send you an email with a promo code. When you proceed to the online checkout, enter the promo code to get your free perfume. This referral code does not include workshops and is only available online.
What is the duration of a workshop?
expand_more
Our multi-sensorial perfume creation workshop generally takes an hour.
What is the Love Atelier all about?
expand_more
Our love atelier is a perfume creation workshop that allows you and your partner to create the scents of your love. Couples receive a combination of 3 creations. One for each and a third blend made by both of you.
What other workshops do you offer?
expand_more
We offer a wide array of workshops at our Maison whether you're with your family, your partner, friends or work colleagues.

You may choose the workshop of your choice and book your slots online at https://maison21g.com/perfume-workshop
What are your opening hours for the stores in Singapore?
expand_more
Duxton Branch: Monday to Sunday, 12 noon - 8 pm
Marina Bay Sands Branch: Sunday to Thursday, 11 am - 9 pm & Friday to Saturday, 11 am - 10 pm
Takashimaya Branch: Monday to Sunday, 10 am - 9:30 pm

If you're interested to book workshops, you may reserve your slots online at https://maison21g.com/perfume-workshop
My purchased item is damaged.
expand_more
We’re sorry that the item that you purchased is damaged, please let us look into this for you. Kindly fill out this form https://forms.gle/iQ8fNiq1h37DrnUj8 and send it to our Customer Service Team at create@maison21g.com so we can provide you a solution as soon as possible. Please do not send damaged items back to us without contacting us first.
How can I return my order?
expand_more
Simply ship it back to us. In case of claim within 7 days from the date of delivery, we are happy to offer free returns for full-sized perfume creations (30ml) for our Singapore customers.

For our international customers, we are happy to offer product exchanges or refunds if the product is returned to us. Our return address is Maison 21G, 77 Duxton Road, Singapore, 089536.

Orders must be returned in the original packaging.

Please keep in mind that the items you wish to return need to be sent to us within 7 days following the date of delivery.

Mini solid perfumes (2ml), zamak solid perfumes (4ml) and roll-ons (5ml) are excluded from our exchange policy and we do not offer refunds or exchanges for those products

Once we receive your returned items, we will issue you a refund or arrange for a replacement.

Please be advised that we do not cover any return costs for orders outside of Singapore.

Once we receive your returned items, we will issue you a refund or arrange for a replacement.

Mini solid perfumes (2ml), zamak solid perfumes (4ml) and roll-ons (5ml) are excluded from our exchange policy and we do not offer refunds or exchanges for those products.

Please include this form with any returns you'll be making: https://forms.gle/iQ8fNiq1h37DrnUj8.
Can I exchange my perfume?
expand_more
If you don’t enjoy your scent creation, we are happy to send you a replacement with a different combination. Please fill out this form: https://forms.gle/iQ8fNiq1h37DrnUj8 and send it to our Customer Service Team at create@maison21g.com for further assistance.

Scent exchanging is only available for online purchases. Perfume bought in- boutique will not be applicable for exchange.

Maison 21G reserves the right to reject any exchange or return that does not comply with any of the above policy or for any other reason.
Which countries do you ship to?
expand_more
We want you to enjoy your scent in a timely manner & due to circumstances outside our control (individual country import duties and regulations as well as significant COVID-19 delays), we are unable to shop to the following countries:
  • Thailand
  • China
  • Taiwan
  • Spain
  • Russia
  • Uganda
I have opted for ‘Get now, pay later’ but have been charged already, even though I am still waiting for my product to arrive. Why is that?
expand_more
We are very sorry that you have not yet received your order yet and we’re sure it will arrive soon. Please check the tracking number in your confirmation email for more details. The payment policy applies from the date of purchase.
When do I receive my refund?
expand_more
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the method of payment (bank account, credit card, PayPal account…) that was used for the order.
What are the costs to return an item?
expand_more
The costs of the return differ based on the shipping company and country that you ship it from. Please check with your local post office for the price. Returns in Singapore are free of charge.
  1. Maison 21G strongly recommends that every item is returned using registered mail. If the return is not shipped using registered mail, Maison 21G cannot be held liable for missing items.
  2. Please note that international return shipments are at the customer's own
I paid my order with a digital gift card, but I want to return it. How does that work?
expand_more
You can return your order following the standard procedure. We will be able to re-issue your gift card with the original validity and you can use it for future purchases..
Did you receive my return?
expand_more
Once we have received your shipment, we will process the return as soon as possible. It takes around two working days to start processing your return. We will send you an email once this is finished.

Simply email us at create@maison21g.com to arrange for a return

Please make sure to include:
  • Your order number
  • Your name
  • The reason for your return (e.g. I don’t like my mix)
Do you offer delivery service?
expand_more
We offer free delivery for orders in Singapore.

We also offer delivery to a range of countries worldwide. Delivery rates and lead times vary depending on the destination.
Can I create my own perfume?
expand_more
Yes. We’d love to help you create your own perfume, which could be based on your perfume, your favourite ingredients or your personality.If you're ready to tailor-make your perfume, let's begin your journey at https://www.maison21g.com/funnel
How can you customise the perfumes for me?
expand_more
We highly suggest you take the personality quiz at https://maison21g.com/funnel to help guide you in the creation of your own perfume. At the end of the quiz, there’s at least 2 unique blends that you can choose from, whether you’re looking for your fresh morning scent or a sensual evening perfume.
Can I create a scent inspired by my favourite branded perfume?
expand_more
Yes. Our website can guide you and recommend a perfume blended based on your favourite perfume: https://maison21g.com/create-perfume

If you can’t find what you are looking for, just drop us an email at create@maison21g.com and we can immediately consult our perfume experts to provide recommendations based on your inspiration.
What is the size/ml of the perfume bottle?
expand_more
Our Eau de Parfum creations are available in 30ml bottles.
What is the size/ml of the sample?
expand_more
Our Eau de Parfum samples are available in the form of dual crayons which are 2 distinctive ingredients in 2 roll-ons (2 x 5ml).
Do you have gift vouchers?
expand_more
Yes. We do have gift cards available. You can choose to gift an Eau de Parfum or a perfume creation workshop.

These and more of our exquisite gift choices can be found at
https://maison21g.com/gift
.
Does the gift card cover postage?
expand_more
Yes, you can pay for postage with the value of the gift card.
How do I schedule a workshop from a gift card I received?
expand_more
Our workshop gift card allows either the giver to book a specific date and time, or leave it blank for the recipient to book themselves.

Workshops can be scheduled by selecting your preferred workshop type at https://maison21g.com/perfume-workshop and selecting a date and time and enter the e-voucher code number. If you are in possession of a physical gift card purchased at our boutique, please email create@maison21g.com to arrange your workshop slot or call our boutique at +65 6226 2677.
Why can’t I check out with the valid promo code?
expand_more
Do note that minimum spending of S$30 is required for all promo codes.
What are the benefits of sharing my first promo code?
expand_more
If you share a referral code of 15% discount to your friends and that 3 of them purchase with it, you will be offered a free perfume. We will send you an email with a promo code. When you proceed to the online checkout, enter the promo code to get your free perfume. This referral code does not include workshops and is only available online.
What is the duration of a workshop?
expand_more
Our multi-sensorial perfume creation workshop generally takes an hour.
What is the Love Atelier all about?
expand_more
Our love atelier is a perfume creation workshop that allows you and your partner to create the scents of your love. Couples receive a combination of 3 creations. One for each and a third blend made by both of you.
What other workshops do you offer?
expand_more
We offer a wide array of workshops at our Maison whether you're with your family, your partner, friends or work colleagues.

You may choose the workshop of your choice and book your slots online at https://maison21g.com/perfume-workshop
What are your opening hours for the stores in Singapore?
expand_more
Duxton Branch: Monday to Sunday, 12 noon - 8 pm
Marina Bay Sands Branch: Sunday to Thursday, 11 am - 9 pm & Friday to Saturday, 11 am - 10 pm
Takashimaya Branch: Monday to Sunday, 10 am - 9:30 pm

If you're interested to book workshops, you may reserve your slots online at https://maison21g.com/perfume-workshop