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Dark Fantasy

FAQ

FAQ

Frequently Asked Questions

Everything you need to know — answered honestly.

Ordering & Privacy

Will my purchase be discreet?

Absolutely. Every Maison order ships in a plain outer box with no logos, no product names, and no indication of what's inside. The return address reads "Maison LLC." Your billing statement shows only "MAISON LLC." We guarantee complete discretion at every step.

What will appear on my credit card statement?

Only "MAISON LLC" — no product references, no category description.

Can I send an order as a gift?

Yes. Add a gift note at checkout and we'll include a handwritten card. The outer packaging is always discreet. If you'd like us to omit the price, let us know in the order notes.

Do you ship internationally?

Yes — to 80+ countries. See our full Shipping page for delivery timeframes and costs by region.

Products & Technology

Are your Lovense products authentic?

Yes. Maison is an authorized Lovense retailer. Every product includes the genuine manufacturer warranty and can be verified as authentic using the Lovense Transparency program (unique authentication code included with every device).

How does the Lovense Remote App work?

Download the free app on iOS or Android. Create an account. Connect your device via Bluetooth. You can then control the device yourself or invite a partner to connect and control it — from anywhere in the world, with no distance limit. Video calling is built into the app.

What lubricant should I use with Lovense devices?

Always use water-based lubricant with silicone toys. Silicone-based lubricants degrade the surface of silicone devices over time. We recommend our Lovense Water-Based Lubricant — formulated specifically for compatibility with all Lovense devices.

Are Lovense devices waterproof?

All Lovense wearable devices carry an IPX7 waterproof rating — safe for submersion up to 1 meter for 30 minutes. This includes shower, bath, pool, and hot tub use. The Max 2 and Edge 2 are water-resistant but should not be submerged.

How do I clean my device?

Clean with warm water and mild soap after every use. Do not use alcohol, bleach, or harsh chemicals. Pat dry and store in the included pouch away from direct sunlight. For devices with removable sleeves (Max 2, Solace Pro), the sleeve can be cleaned separately.

Shipping & Returns

How long does shipping take?

US standard shipping: 3–7 business days. US expedited: 2–3 days. International: 7–21 days depending on destination. Orders placed before 2 PM EST ship same day.

Can I return my purchase?

Unused items in original sealed packaging may be returned within 30 days of delivery. For hygiene reasons, opened intimate devices cannot be returned. Defective products are covered by the 12-month manufacturer warranty — contact us for a replacement.

My device isn't working correctly — what do I do?

Contact our support team at support@maison.com. Most issues can be resolved through the app or with a firmware update. If the device is genuinely defective, we'll ship a replacement under warranty.

Still Have Questions?

Email us at support@maison.com — we respond to every inquiry within 24 hours, 7 days a week.

Contact Support