Maison Palatial is a marketplace: your piece is supplied and dispatched by a Partner in our network, established luxury distributors and retailers that buy exclusively from the brands and their authorised distributors and guarantee the authenticity of every piece they ship. Every order is covered by the Maison Palatial Authenticity Guarantee: should a piece ever be shown not to be genuine, we refund everything you paid and bear the cost of the return.

Authenticity is guaranteed by the Partners in our network, established luxury distributors and retailers that buy exclusively from the brands and their authorised distributors, and the maison stands behind that guarantee. We do not name our Partners: those relationships are what allow the maison to operate in a trade where many companies pursue the same stock. Customer care will give you the same answer, and our Authenticity Guarantee page sets out exactly what happens if you ever have a concern.

The maison holds no stock and buys nothing itself. What you see is the inventory of our Partners, established luxury distributors and retailers that buy exclusively from the brands and their authorised distributors, and the contract for your purchase sits with the Partner providing your piece, as our Terms of Service explain. The maison collects your payment, organises delivery and remains your only point of contact.

Availability on Maison Palatial reflects what our Partners currently hold, and it moves as pieces sell through the network — something unavailable today can reappear when a Partner has it again. Email contact@maisonpalatial.com naming the piece and size, and we will tell you if it comes back.

A confirmation email reaches you within a few minutes of a successful order, sent to the address you gave at checkout. If nothing arrives (check your spam folder first), write to contact@maisonpalatial.com and we will look it up for you.

Once an order is placed we cannot swap pieces or change quantities. Email contact@maisonpalatial.com straight away and we will cancel the order if it has not yet been dispatched; you can then place a new order for the piece you want.

Type the code into the discount field at checkout and press Apply, taking care that no spaces sit before or after it. One code can be used per order; codes cannot be combined.

Add the piece to your bag, go to checkout, enter your delivery and payment details, and confirm. Check the delivery address carefully before you pay: once DHL has collected the parcel from Italy it cannot be redirected. If you need help at any step, write to contact@maisonpalatial.com.

An order can be cancelled without charge until it has been dispatched: email contact@maisonpalatial.com quoting your order number and we confirm the cancellation and refund the full amount to your original payment method without delay, at the latest within 14 days (usually 5–10 business days). Once DHL has collected the parcel, our 14-day returns policy applies instead.

Confirmation emails normally arrive within minutes. If yours has not appeared after an hour, check your spam or promotions folder, then email contact@maisonpalatial.com with the name and address used at checkout and we will confirm the order's status. If your card was charged, the order went through.

Once DHL has attempted delivery, you can ask DHL to hold the parcel at the nearest DHL Express ServicePoint for collection at a time that suits you, where DHL offers this at your address. DHL's tracking page also lets you choose this option in advance for many addresses.

Every order is dispatched from Italy, in the brand's own packaging. Maison Palatial is operated by Green Little Planet Limited, a Hong Kong company with its office in Sheung Wan; we hold no stock ourselves.

Email contact@maisonpalatial.com as soon as possible with your order number and the corrected address. We can amend it freely while the order has not yet been dispatched; once DHL has collected the parcel it cannot be redirected, and our returns policy applies instead.

A tracking email is sent as soon as DHL collects the parcel from Italy, normally within 1–3 working days of your order. The link in it shows every scan from Italy to your door.

Typically 2–6 working days from order to door: orders are dispatched within 1–3 working days and DHL Express delivers to Germany and the Netherlands in 1–3 more. Public holidays in Italy or in your country can add a day; we keep you informed if an order needs longer.

At present we deliver to addresses in Germany and the Netherlands only. Other countries cannot be selected at checkout for now; we will announce it here when that changes.

Check the tracking link first — it shows the latest scan. If you are outside the 2–6 working-day window, or the tracking page has shown no movement for two working days, email contact@maisonpalatial.com with your order number and we take it up with DHL at once.

Email contact@maisonpalatial.com straight away with your order number and a photo of what arrived. We will send a prepaid DHL return label and either replace the piece, if one is available, or refund you in full.

Yes. Every order travels free by DHL Express to Germany and the Netherlands. No duties or taxes are collected on delivery within the European Union.

Orders travel with DHL Express from Italy, with end-to-end tracking and, usually, a signature on delivery.

No. Maison Palatial never sees or stores your full card details. Payment is handled by Shopify Payments, our payment service provider; the card data goes straight to the processor and only the last four digits are ever visible to us.

Yes. Each transaction runs through Shopify Payments over an encrypted connection and is processed to PCI DSS Level 1, the highest tier of the Payment Card Industry Data Security Standard. Nobody at the maison can read your card number.

All prices are shown in euros (EUR). If your bank or card issuer converts the amount to another currency, its own exchange rate and any conversion fee apply; the maison has no control over those.

Payments run through Shopify Payments, and we accept Visa, Mastercard, UnionPay, Shop Pay, Apple Pay and Google Pay. The options open to you appear at checkout as soon as you enter your delivery country.

Once your parcel reaches our returns address in Italy it is checked and the return approved; that normally takes up to two business days, and we confirm the outcome by email.

Use the prepaid DHL label we sent you and keep the DHL receipt until the refund has reached you.

• Within 14 days of delivery, email contact@maisonpalatial.com quoting your order number (attach photos if the piece arrived damaged or incorrect).
• Within two business days you receive your return confirmation, a prepaid DHL label addressed to our returns address in Italy, and packing instructions.
• Pack the piece with its tags and packaging, attach the label and hand the parcel to DHL within 14 days.
• The refund is confirmed by email once the piece has been checked at our returns address in Italy.

Any eligible piece can be returned within 14 days of delivery for a refund to the card or wallet you paid with, unworn and with every tag, dust bag, box and inclusion in place (trying a piece on is fine). There is no restocking fee.

On a change-of-mind return the cost of the DHL return shipment is deducted from the refund; the label costs €27–€48 depending on the type of piece (accessories €27, clothing €35, shoes €41, bags €48) and we confirm the amount before you send anything. If a piece arrived defective, damaged or incorrect, the return is free and everything you paid is refunded in full.

We do not run exchanges as such. If you would like a different size or colour, return the piece under our 14-day policy and place a new order; that is the quickest route, because availability changes daily. Where a piece arrived damaged or incorrect, we cover the return and can arrange a replacement if one is available.

Returns are checked within two business days of reaching our returns address in Italy. The refund goes to the card or wallet you paid with within 14 days of the piece reaching Italy, or of your proof of dispatch if you send that first; your bank may then need three to five business days to show it.

Ask for the return within 14 days of delivery and send the parcel within 14 days of asking.