Frequently Asked Questions

Are your products authentic? Yes. Every piece is sourced from BrandsGateway, an authorised European luxury marketplace working directly with brand distributors and licensed stockists. We retain authentication documentation for every SKU. How long does shipping take? US orders arrive in 3 to 7 business days via DHL Express or FedEx International Priority. All shipping is Delivered Duty Paid (DDP), meaning no surprise customs fees at delivery. Where do orders ship from? Our partner warehouse in Europe. What is your return policy? We accept returns within 14 days of delivery for unworn, unwashed items with original tags. Returns are shipped back to our EU warehouse and customer covers return shipping unless the item arrived damaged or incorrect. Do you offer exchanges? We do not offer direct exchanges. Please return your item and place a new order. How do I track my order? You will receive a tracking number by email once your order is dispatched. What payment methods do you accept? PayPal, all major credit and debit cards, Apple Pay, Google Pay, and Shop Pay. Klarna and Afterpay coming soon. Can I cancel my order? Orders can be cancelled within 12 hours of placement. After this window, the order has been routed for fulfilment and cannot be cancelled. How do I contact you? Email hello@maisonvault.com. We respond within 24 hours.