The Maison Palatial Guarantee

The Maison Palatial Authenticity Guarantee

Maison Palatial is a marketplace for new luxury fashion. We have no affiliation with the houses whose pieces appear here, no endorsement from them, and no dealer status — we say so openly because a guarantee only means something when the terms around it are honest.

The origin of every piece

Each piece on this site is supplied by a Partner: an established luxury retailer or distributor that buys exclusively from the brands and their authorised distributors, admitted to our network only after we had audited its business and run a full background check. Partners sell new stock exclusively; pre-owned pieces never appear on Maison Palatial. When you buy, your purchase contract is with the Partner supplying the piece (see our Terms of Service), while the maison collects your payment, organises delivery, and stays your only point of contact for anything that follows.

How authenticity is guaranteed

• Supply — the piece is provided by one of our Partners, sourced from the brand or its authorised distributor.
• Guarantee — the Partner guarantees the authenticity of every piece it dispatches, and the maison stands behind that guarantee with the promise below.
• Shipping — the parcel is dispatched from Italy by express courier and the tracking number is emailed to you.

Who our Partners are

We do not name our Partners: those relationships are what allow the maison to operate at all in a business where many firms pursue the same stock, and disclosing them would hand that advantage to competitors. Customer care will give you the same answer. What we can always describe is where your piece came from and who is responsible at each step.

Packaging

Your piece arrives in the packaging, tags and labels the house supplies to its retailers, exactly as the supplying Partner passed them on. Contents differ from house to house and from piece to piece.

What the guarantee covers, and how to use it

Every Maison Palatial order is covered by this guarantee. If you ever have reason to doubt a piece, write to contact@maisonpalatial.com quoting your order number and attaching photographs that show the piece clearly — labels, stamps and packaging included — together with any written assessment you may have obtained. We treat such a concern as a matter for the supplying Partner as much as for the piece, and we handle it accordingly:

• The case is prioritised and you hear from us within one business day.
• We arrange for the piece to come back to us for examination and send a prepaid label, so the process costs you nothing.
• If the concern is confirmed, the piece is refunded in full, the return costs you nothing, and the Partner is investigated and removed from our network — the cost of a piece that was not what it should have been will not fall on you.