FAQ

Product selection & philosophy

Does Madame Riviera make its own products?
Madame Riviera is a beauty concept store. We carefully select independent brands and producers from Europe and the United States, chosen for their quality, philosophy and pleasure of use.

How are the products chosen?
Every product is selected for its quality, its sensoriality, the clarity of its formulations and a mindful approach to beauty. We favour brands that share a vision respectful of the skin and of time.

Are the products authentic?
Yes. All products are authentic and sourced from authorised brands or distributors.

Does Madame Riviera offer personalised consultations?
We do not provide medical or dermatological advice, and our content is not a substitute for the opinion of a qualified professional. Our team is, however, delighted to help you find the products and rituals best suited to your daily beauty.

Orders & shipping

Which countries do you ship to?
We ship to Italy and to several European countries. The available options are shown at checkout based on your delivery address.

How much does shipping cost?
We offer free shipping once you reach the threshold for your zone (from €65 in Italy). Below the threshold, a flat rate applies, starting from €7.95. The exact cost is always shown at checkout based on your address. You will find all thresholds and countries by zone on our Shipping & Delivery page.

We offer free shipping once you reach the threshold for your zone. Below the threshold, a flat rate applies:

Countries by zone

Italy
Western Europe: Austria, Belgium, France, Germany, Luxembourg, Netherlands, Spain
Central & Eastern Europe: Croatia, Czechia, Hungary, Poland, Romania, Slovakia, Slovenia
Northern Europe: Denmark, Finland, Norway, Sweden

What are the shipping times?
Every order is processed within 24–48 working hours. As some products are sourced from overseas suppliers, delivery times may be longer than for a local purchase: approximately 6–15 working days in Europe, from dispatch. The estimated time is always shown at checkout and in your order confirmation email.

Will I have to pay customs duties?
For orders within the EU, no. For some European countries outside the EU customs union — such as Norway — customs duties and import VAT may apply and are payable by the customer. You will find the details on our Shipping & Delivery page.

Can I track my order?
Yes. When your order is dispatched, you will receive an email with a link to follow your delivery.

Returns & refunds

Can I return an item?
Yes, in two distinct cases:

Change of mind (right of withdrawal): within 14 days of receipt, without giving a reason, provided the item is intact and sealed.
Faulty, damaged or incorrect product: we will arrange a replacement or full refund at no cost to you.

In both cases, please write to us first at concierge@madameriviera.com: all returns must be approved in advance by our concierge, who will then send you the correct return address.

Can cosmetic products be returned once opened?
No. For hygiene and health-protection reasons, cosmetic products that have been opened, unsealed, used or tested cannot be returned or refunded, not even within the withdrawal period. A product is considered intact only if its protective film, cap seal or original hygiene seal is fully unbroken. Naturally, faulty products or shipping errors are an exception.

Who pays for return shipping?

In the case of withdrawal (change of mind), the costs are borne by the customer. We recommend a tracked service: items lost in return transit remain your responsibility until they reach us.
In the case of a faulty, damaged or incorrect product, the costs are entirely ours.

Which items are NOT eligible for return?

Products that have been opened, unsealed, used or tested;
Items returned without prior written approval from our concierge;
Items returned incomplete, without their original packaging or accessories, or damaged by misuse;
Requests made after the stated deadlines.

What are the deadlines for reporting a problem?

Transit damage: within 48 hours of delivery, with photos of the item and the outer packaging.
Faulty or incorrect items: within 14 days of delivery, with photos or a short video clearly showing the issue.

Requests without the required evidence, or made after the deadlines, cannot be processed.

How does the refund work?
The refund is issued only after we have received and inspected the item and confirmed it meets the conditions above. Once approved, it is credited to your original payment method within 7 working days. In the case of withdrawal, we may reduce the refund to reflect any diminished value resulting from handling the product beyond what is necessary to establish its nature and characteristics.

You will find all the full conditions on our Returns & Refunds page.