FAQ

Frequently Asked Questions

Welcome to Maison Andrale.

We believe luxury is found in the details—from the fragrance of a beautifully crafted candle to the experience of receiving it. Below are answers to some of our most frequently asked questions.

If you don't find the information you're looking for, please contact us at contact@maisonandrale.com.

About Maison Andrale

What is Maison Andrale?

Maison Andrale is a luxury home fragrance brand specializing in handcrafted candles and thoughtfully curated home fragrance products.

Our collections are inspired by timeless elegance, modern design, intentional living, and the transformative power of fragrance.

Are Maison Andrale candles handcrafted?

Yes. Our candles are handcrafted with careful attention to fragrance, presentation, and detail. Because our products are handcrafted, slight variations in color, scent, appearance, packaging, and design may occur.

These variations are a natural part of the handcrafted nature of our products.

What makes Maison Andrale different?

Maison Andrale brings together refined fragrance, intentional design, and elevated craftsmanship to create candles that complement the atmosphere of your home.

Each collection is thoughtfully developed to create an experience that extends beyond fragrance.

Products & Fragrance

How should I choose a fragrance?

Each Maison Andrale fragrance is designed with its own distinctive character and mood.

We recommend exploring the fragrance notes listed on each product page to discover the scent profile that best complements your personal preferences and space.

Will my candle look exactly like the photos?

Because our candles are handcrafted, slight variations in appearance, color, packaging, and design may occur.

While we strive for consistency, no two handcrafted pieces are guaranteed to be completely identical.

Are all products always available?

Our products are subject to availability. Certain collections or fragrances may be available in limited quantities.

If a product is unavailable, please check back for future availability or contact us for additional information.

Candle Care & Safety

How should I safely burn my candle?

For safe candle use:

Always burn your candle within sight.
Keep the candle away from children and pets.
Keep the candle away from flammable materials.
Never leave a burning candle unattended.
Discontinue use when approximately ½ inch (1.3 cm) of wax remains.

Please always follow the candle care and safety instructions provided with your product.

Can I leave my candle burning while I leave the room?

No. A burning candle should never be left unattended.

Always extinguish your candle before leaving the room or going to sleep.

When should I stop burning my candle?

Discontinue use when approximately ½ inch (1.3 cm) of wax remains.

Continuing to burn a candle beyond this point may create a safety hazard or damage the surface beneath the vessel.

Is Maison Andrale responsible for damage caused by improper candle use?

Customers are responsible for using our products safely and according to the provided instructions.

Maison Andrale is not liable for damage, injury, or loss resulting from misuse or improper handling of our products.

Ordering

Can I cancel or modify my order after placing it?

No. Once an order has been placed, it cannot be cancelled or modified.

Please carefully review your products, quantities, billing information, and shipping information before completing your purchase.

Can Maison Andrale cancel an order?

Maison Andrale reserves the right to refuse, cancel, or limit an order at our discretion, including orders suspected of fraud, unauthorized activity, or pricing errors.

What currency are your prices listed in?

All prices are listed in U.S. Dollars (USD).

Why might the price of a product change?

Product prices are subject to change without notice. Maison Andrale also reserves the right to correct pricing errors at any time.

Shipping

Where does Maison Andrale ship?

At this time, Maison Andrale ships within the United States only.

We do not currently offer international shipping.

How long does it take to process my order?

Orders are processed within 1–5 business days, excluding weekends and holidays.

You will receive a confirmation email once your order has shipped.

How long does shipping take?

Most U.S. orders arrive within approximately 2–5 business days after shipment.

Delivery times are estimates and may vary due to location, carrier delays, weather conditions, or other unforeseen circumstances.

What shipping method do you offer?

Due to the size and fragile nature of our products, we currently offer standard ground shipping only.

How much does shipping cost?

Shipping costs are calculated at checkout based on the size, weight, and destination of your order.

Will I receive tracking information?

Yes. Once your order ships, you will receive a tracking number via email.

Please allow up to 48 hours for tracking information to become available or update within the carrier's system.

What if my order is delayed?

Shipping timeframes are estimates and are not guaranteed.

Maison Andrale is not responsible for delays caused by shipping carriers, weather conditions, customs processing, or circumstances beyond our control.

What should I do if my order is missing?

If you have not received your order within 7 days of receiving your shipping confirmation email, please contact us at contact@maisonandrale.com.

Please include your name and order number so that we can investigate the issue promptly.

Do you offer local pickup?

Yes. Free local pickup is available at checkout.

Once your order is ready, we will contact you with pickup instructions and scheduling information.

Returns, Refunds & Exchanges

What is your return policy?

All sales are final.

Maison Andrale does not accept returns, exchanges, or order cancellations once an order has been placed.

Refunds will not be issued except where required by applicable law.

Can I exchange my candle?

No. Maison Andrale does not accept exchanges.

Can I receive a refund if I change my mind?

No. Because all sales are final, refunds are not provided for changes of mind, incorrect product selections, scent preferences, or similar reasons.

Refunds will only be issued where required by applicable law.

What if my candle arrives damaged?

If your item arrives damaged or defective, please notify Maison Andrale within 48 hours of delivery.

Email contact@maisonandrale.com and include:

Your full name
Order number
A description of the issue
Photographs of the product
Photographs of the packaging

At our sole discretion, we may offer a replacement product.

What if I receive the wrong item?

If you receive an incorrect item, please contact us within 5 days of delivery at contact@maisonandrale.com.

Please provide your order number and photographs of the item received so that we can review the issue and determine an appropriate resolution.

Payment & Privacy

Is my payment information secure?

Payment information is processed securely through third-party payment providers.

Maison Andrale does not use your payment information for purposes unrelated to processing your transaction.

Does Maison Andrale sell my personal information?

No. We do not sell your personal information.

We may share information with trusted service providers who help us operate our business, including payment processors, shipping providers, website hosting providers, marketing and email service providers, and analytics providers.

What information does Maison Andrale collect?

Depending on how you interact with our website, we may collect information such as your name, email address, phone number, billing and shipping address, order history, and payment information processed through third-party providers.

We may also automatically collect certain website information, including IP address, browser information, device information, pages viewed, visit dates and times, and referring website information.

Does Maison Andrale use cookies?

Yes. We may use cookies and similar technologies to remember preferences, analyze website performance and traffic, improve your browsing experience, and deliver relevant marketing content.

You can manage cookie preferences through your browser settings.

Can I unsubscribe from marketing emails?

Yes. If you subscribe to our mailing list, you may unsubscribe at any time by clicking the unsubscribe link included in our emails.

About the Founder

Who founded Maison Andrale?

Maison Andrale was founded by Dr. Andrale D. Jeanlouis, a multi-hyphenate combat veteran, executive leader, author, professor, and speaker.

Her work is centered on leadership, personal transformation, confidence, resilience, and intentional living.

What inspired Maison Andrale?

Maison Andrale was inspired by Dr. Jeanlouis' passion for elegance, wellness, elevated living, and intentionality.

The brand was created from her belief that our surroundings influence how we think, feel, and live.

Maison Andrale brings together refined fragrance, timeless design, and luxury craftsmanship to create experiences that inspire peace, confidence, sophistication, and meaningful connection.