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Frequently Asked Questions


Create Account

Creating a Maison Sarah Lavoine account couldn't be easier:

  • Click on "Account" in the top right-hand corner of the home page on your computer, or on the menu on your cell phone
  • Click on "Create my account"
  • Fill in the requested information and confirm.

Why create an account?

By creating an account, you will be able to finalize your purchases more quickly, track your orders, consult your order history and manage your personal information.

Log in to my account

To log in to your account, click on the icon at the top right of the screen, then enter your email address and password to identify yourself.

How can I change my password and personal information?

To change your password, go to "My account / My info".

You can also modify or delete your personal information.

Update my password

If you have forgotten your password, go to the "Account" area in the top right-hand corner of the home page, enter your e-mail address and click on "Forgot your password?".

You will receive an email as soon as this article is available.

How can I unsubscribe from our newsletter lists?

To unsubscribe from the newsletter, click on the unsubscribe link at the bottom of each Maison Sarah Lavoine newsletter.

You can also contact our customer service department at serviceclient@maisonsarahlavoine.com.

Once you have requested to unsubscribe, you will no longer receive any commercial emails from Maison Sarah Lavoine.

Subscribe to follow all the latest news from Maison Sarah Lavoine

To subscribe to our newsletter, simply enter your email address at the bottom of the Maison Sarah Lavoine home page.

You can also create an account and tick the box "I agree to receive the Maison Sarah Lavoine newsletter", located at the bottom of the fields to be filled in when creating your account.

Personal Data Protection Policy

For any information concerning your personal data, please click here.


My basket contains items for pre-order

If your basket contains several items, a single shipment will be planned as soon as all the products are available.

How do I pay my order?

You can use the following payment methods: VISA, MASTERCARD, Alma and Paypal.

If the payment is refused by the authorization center, we will not be able to ship the order.

Est-il possible de payer en plusieurs fois ?

Opt for the 3x payment without fees from €200 of purchase.

Is it possible to modify or cancel my order?

Once validated, your order cannot be modified or cancelled. You can nevertheless make a request for return within 15 days of receipt.

I would like to add items to my order. Is this possible?

If your order has been finalized, i.e. if you have already paid for it online, it is currently impossible for us to modify its content after the fact for technical and logistical reasons.

We therefore encourage you to place a new order for any other products you may require.

Is this product a gift card?

Treat your loved ones to a gift card on the following page: https://www.maisonsarahlavoine.com/eshop/cartes-cadeaux.

Our gift cards are available and can be used in full at www.maisonsarahlavoine.com or in our boutiques, excluding the Printemps corner.

They are valid for 6 months and the maximum amount is €500.

How do I get my invoice?

Your invoices are available in your "My account / My orders" area.

Simply click on the order in question and download your invoice.

The product I want is no longer available. How can I find out when it's back in stock?

You can sign up for an alert directly on the product page. When the product is back in stock, you'll receive an email.


How do I track my order?

You can track the progress of your delivery by clicking on this link and entering the tracking number you received by email.

Once your order is sent, you will be able to track your order thanks to the tracking number* in your customer account. A text message will also be sent to you when the package is picked up by the carrier. You will be able to modify the time slot or the address directly on the carrier's website.

For large orders:
An e-mail will be sent to you by the carrier to agree on a delivery slot. We propose a standard delivery at the ground floor, except for our sofas which are installed in the room of your choice.

Si vous souhaitez un service sur-mesure vous pouvez contacter notre service client par email : serviceclient@maisonsarahlavoine.com.

* Gift card orders do not have a tracking number.

What country do we deliver to?

All orders placed on the Maison Sarah Lavoine website can only be sent to European Union countries.

When entering the address, if the selected territory is outside the EU, please contact our customer service department by email: serviceclient@maisonsarahlavoine.com and we will send you a quote.

When will I receive my order?

Les commandes sont préparées dans un délai de 1 à 3 jours ouvrés (hors soldes et braderies). Elles sont ensuite prises en charge par le transporteur et livrées sous 48h. Pour les commandes volumineuses, le temps de préparation peut être de 3 à 5 jours ouvrés. Elles sont ensuite prises en charge par le transporteur et arrivent à destination sous 3 à 5 jours pour la France. Ce délai peut être de 10 jours pour l'étranger.

The orders are prepared within 1 to 3 working days (except sales). They are then taken in charge by the carrier and delivered within 48 hours.

After 7 days, we will contact you by phone or e-mail. If you do not reply, we reserve the right to send the goods back to our warehouse.

I've placed an order for collection in a store. How long do I have to collect it?

You have 7 days to collect your order from the store you have selected after you have received the order dispatch email.

I'm not offered in-store collection, is this normal?

You can choose in-store collection only for orders under 5kg. Our boutique pick-ups are available in our Aix en provence, Bac, Bordeaux, Lille, Lyon, Passy, Saint Roch and Victoires stores.

Return for refund

My product has a defect. What is the return policy?

If, despite all our quality controls, your part should have a small defect, please contact our Customer Service at serviceclient@maisonsarahlavoine.com.

Don't forget to attach photos of your faulty part to your message! This will help us to offer you the best possible solution.

How do I return my order?

Your return slips are available in your "My account / My orders" area.

Simply click on the order in question and download your return form.

Nous ne fournissons pas d'étiquette pour les retours depuis l'étranger ainsi que pendant nos ventes Archives et nos périodes de promotion.

How do I return my online purchase?

Vous disposez d'un délai de 15 jours à réception de votre commande pour nous retourner votre colis dans son emballage d'origine. Quand le délai de 15 jours expire un samedi, un dimanche ou un jour férié ou chômé, il est prorogé jusqu'au premier jour ouvrable suivant.

Pour recevoir un formulaire de retour et une étiquette prépayée, rendez-vous sur votre compte client ou dans l'e-mail d'expédition.

Nous ne fournissons pas d'étiquette pour les retours depuis l'étranger ainsi que pendant nos ventes Archives et nos périodes de promotion.

Maison Sarah Lavoine recommande au Client qui souhaite exercer son droit de rétractation d'en informer le Service Client par mail à serviceclient@maisonsarahlavoine.com.

How do I return a purchase?

Vous disposez d'un délai maximum de 15 jours pour procéder au retour de votre commande dans la boutique où vous avez effectué l'achat.

Please note: Products purchased online cannot be returned in-store. Only in-store exchanges are possible.

How do I get a refund for my order?

Only new, unworn and undirty products will be reimbursed within 15 days of receipt of your parcel by our warehouse, via the payment method chosen for the order.

How do I exchange my order online?

If you wish to exchange an item, please return it to us within 15 days. Once we have received your order, we will refund your money. This means you can place a new order on our site right now with the part you want.

How do I exchange my order in store?

If you wish to exchange an item, you have 15 days to go to one of our boutiques to make an exchange.

How do I return from abroad?

You have a maximum of 15 days to return your order at your expense to the following address: RAJ SERVICES - Service retour Maison Sarah Lavoine, 57 Rue Charles Delescluze Lot 37- 93170 BAGNOLET. As soon as we receive your return, we will proceed with the reimbursement of your products.

I want to return my order but I'm told the package is too heavy. What should I do?

Si vous souhaitez retourner un produit de votre commande trop volumineux, nous vous invitons à contacter notre service client par email : serviceclient@maisonsarahlavoine.com.

How and where can I use my credit?

If you have a credit note, you can spend it on the site or in shops. To use your credit on the site, please contact our customer service department on or by email at serviceclient@maisonsarahlavoine.com. Credit notes are valid for 6 months from the date of creation.


I'd like to order a Ressource paint but I need some advice. How can I get it?

You can find the complete range of paints developed by our House here: https://ressource-peintures.com/collections/sarah-lavoine/

If you have any questions about our range of paints published by our partner Ressource, we advise you to contact us or make an appointment either in one of our stores or directly with Ressource's specialist teams at +33 1 42 22 58 80 or paris75@ressource-decoration.com. They will be able to study your request and advise you on the type of paint you need.

How do I contact customer service?

Our customer service is available Monday to Friday from 10am to 6pm by e-mail: serviceclient@maisonsarahlavoine.com, by phone at +33 (0) or Whatsapp at
+33 (0), as well as at any time on our website by clicking on the "Chat" icon.

I'm a professional. How can I place an order for one of my projects?

Contact our contract service by phone at
or by email at pro@maisonsarahlavoine.com

Maison Sarah Lavoine

Find a store

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Contact the Professional Services department