Orders & payment
How does payment work?
You pay securely at checkout with Visa, Mastercard, Apple Pay or Google Pay. Your card is charged when the order is placed, every transaction is protected by 3-D Secure, and we never store your card details.
What currency are prices in?
All prices are shown in euro. The price you see on the product page is the price of the item; any shipping cost is shown at checkout before you confirm, so there is nothing added afterwards.
Do you offer a welcome discount?
Yes. Use code WELCOME15 at checkout for 15% off your first order.
Can I cancel or change my order?
Orders can be cancelled free of charge until they are fulfilled. Contact us at info@maisonveltro.com or through the Contact page with your order number. Once the parcel has shipped, please use the return procedure below.
My card was declined. What can I do?
Most declines are a temporary block your bank places on a first purchase from a new shop, not a problem with your card. Try again with Apple Pay or Google Pay, or call the number on the back of your card and authorise the payment, then place the order again. If it still fails, write to us and we will help.
Shipping
Where do you deliver?
We currently deliver to Spain, Italy and the United States.
How much does delivery cost and how long does it take?
For orders delivered in Spain:
- Envío estándar — free, delivered in 3–5 working days.
- Envío exprés — €9.90, delivered in 1–2 working days.
Orders are prepared within 1–2 working days. Delivery times count from the day the parcel leaves our warehouse and exclude weekends and public holidays.
How do I track my order?
You receive a tracking link by email as soon as your order ships. If you have not received it within 3 working days, check your spam folder or write to info@maisonveltro.com.
Products & sizing
What kind of products do you sell?
Maison Veltro offers authentic designer bags, shoes, sneakers, watches, jewellery and clothing at honest prices, with nothing over €250. Every piece is checked before it ships and is covered by the return terms below.
How do I choose my size?
Every product page shows the European (EU) size along with the US equivalent. If the product page carries a fit note, follow it. Full conversion tables are on the Size Guide page, and you can always email us before ordering: we answer within one working day.
Returns & exchanges
Can I change my mind after ordering?
Yes. If you are a consumer in the European Union you have a right of withdrawal of 14 days from the day you receive your order. You do not have to give a reason. Tell us within those 14 days that you are withdrawing, send the goods back, and we refund you.
What is your own return policy?
We go beyond the legal minimum: you have 30 days from the day your order is delivered to request a return. Items must be unworn, in the same condition you received them, in their original box with all tags attached. Please try shoes on a carpeted surface: soles that show wear cannot be accepted.
How do I start a return?
Email info@maisonveltro.com or use the Contact page with your order number and the item you want to send back. We reply within one working day with the return address and instructions.
Who pays for return shipping?
Return shipping is at your expense when you simply change your mind. If the item is faulty, damaged or not what you ordered, we cover the full cost of the return.
Can I exchange an item for a different size or colour?
The fastest way is to return the item you have and place a new order for the size or colour you want, so the new item ships immediately instead of waiting for the return to arrive.
When will I receive my refund?
We inspect the return as soon as it arrives and confirm by email. Refunds are issued to your original payment method within 5 working days of approval, and in any case no later than 14 days from when we receive the goods back. Your bank may take a few more days to post it.
My item arrived damaged, defective or wrong. What should I do?
Please inspect your order on delivery and contact us immediately with a photo and your order number. We will replace the item or refund you in full, including shipping.
Where can I read the full policy?
See our Refund policy and Shipping policy.