Terms of service

Last updated: July 21, 2026

These Terms of Service (the “Terms”) govern your access to and use of the Maison Orlume website and your purchase of products from Maison Orlume. The store is operated by 孚橙（上海）信息科技有限公司, trading as Maison Orlume (“Maison Orlume,” “we,” “us,” or “our”).

By accessing the website or placing an order, you agree to these Terms and the policies linked from them. If you do not agree, please do not use the website or place an order.

1. Our products

Maison Orlume offers made-to-order personalized keepsakes and decorative objects. Available personalization may include names, initials, dates, colors, sizes, and other product-specific options shown on the relevant product page.

Please review all personalization details carefully before placing an order. The product page, order summary, and order confirmation form part of your purchase information.

2. Orders and acceptance

When you place an order, you confirm that the information you provide is accurate and that you are authorized to use the selected payment method.

An order is subject to payment authorization and our ability to produce and deliver the selected design. If we cannot accept or fulfill an order because of a payment, pricing, availability, technical, or fulfillment issue, we will contact you and issue any appropriate refund to the original payment method.

3. Prices and payment

Prices are displayed in the currency shown on the website or at checkout. Shipping charges and any other charges collected by us are shown before payment.

International orders may be subject to duties, import taxes, or carrier handling fees that are not collected by Maison Orlume. Please review our Shipping Policy for the applicable terms.

4. Personalization changes and cancellations

Requests to change personalization or cancel an order should be emailed to support@maisonorlume.com within 12 hours of placing the order. We will do our best to help, but changes or cancellations cannot be guaranteed after production has begun.

5. Production, delivery, and tracking

Production and delivery estimates are provided in our Shipping Policy. Delivery dates are estimates unless we expressly agree otherwise. Customs processing, local carriers, weather, public holidays, and other circumstances outside our reasonable control may affect delivery.

You are responsible for providing a complete and accurate delivery address. Contact us as soon as possible if you notice an error.

6. Returns, problems, and refunds

Because our current products are made to order and personalized, change-of-mind returns and exchanges are limited as described in our Refund Policy. The Refund Policy also explains how to report a damaged, defective, or incorrect item and how approved refunds are processed.

Nothing in these Terms or our policies limits rights or remedies that cannot be limited under the consumer laws that apply to your purchase.

7. Product presentation

We make reasonable efforts to present product information and colors accurately. The appearance of colors may vary between screens, and a made-to-order item may show minor differences that do not change the confirmed personalization or essential character of the design.

8. Website use

You may use this website only for lawful personal or business purchasing purposes. You must not misuse the website, interfere with its security or operation, attempt unauthorized access, introduce malicious code, scrape the website in a way that disrupts the service, or use the website to violate the rights of others.

9. Intellectual property

The Maison Orlume name, logo, website design, text, photographs, graphics, product presentation, and other content are owned by or licensed to us and are protected by applicable intellectual-property laws. You may not copy, reproduce, distribute, sell, or commercially exploit this content without prior written permission, except where applicable law permits.

10. Third-party services

Our store is hosted by Shopify. Payments, delivery, analytics, and other functions may also be provided by third parties. Their services may be subject to separate terms and privacy notices. We are not responsible for a third-party service to the extent the issue is outside our reasonable control, but this does not limit any responsibility we have under applicable law.

11. Privacy

Our collection and use of personal information are described in our Privacy Policy. By using the website, you acknowledge that personal information may be processed by Shopify and other service providers involved in operating the store, processing payments, producing orders, and arranging delivery.

12. Availability and changes to the service

We may update products, prices, content, or website features and may suspend part of the service for maintenance, security, legal, or operational reasons. Changes will not reduce rights that have already arisen from an accepted order unless permitted by applicable law.

13. Responsibility

We remain responsible for supplying products in accordance with the order and applicable consumer law. To the extent permitted by law, we are not responsible for indirect or unforeseeable loss, or for delay or failure caused by circumstances outside our reasonable control.

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

14. Governing law and disputes

These Terms are governed by the laws of the People’s Republic of China. If you are a consumer, this choice does not deprive you of mandatory protections provided by the laws that apply in your place of residence.

The parties should first try to resolve a dispute by contacting support@maisonorlume.com. Subject to any mandatory consumer right to bring a claim elsewhere, disputes will be submitted to a court with jurisdiction in Shanghai, China.

15. Changes to these Terms

We may update these Terms to reflect changes to the website, our products, our practices, or applicable requirements. The updated version will be posted on the website with a revised effective date. The Terms in effect when an order is accepted will continue to apply to that order unless applicable law requires otherwise.

16. Contact

Operator: 孚橙（上海）信息科技有限公司
Trading name: Maison Orlume
Email: support@maisonorlume.com
Unified Social Credit Code / Tax ID: 91310112MAC7AFX00B
Registered address: 上海市闵行区苏召路1628号 (No. 1628 Suzhao Road, Minhang District, Shanghai, China)