FAQ

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, and every transaction is protected by 3-D Secure and our fraud-monitoring system. We never store your card details.

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 from your bank on a new merchant. Try again with Apple Pay or Google Pay, or ask your bank to authorize the payment, then place the order again.

Shipping

Where do you ship from, and how long does delivery take?

All orders ship from our warehouse in the United States. Standard shipping (3–6 business days) is free on orders over $150; Express (2–3 business days) is $14.90. Orders are prepared within 1–2 business days and you receive a tracking number by email as soon as the parcel leaves the warehouse.

Do you ship outside the United States?

At the moment we ship to US addresses only.

How do I track my order?

You receive a tracking link by email when your order ships. If you have not received it within 3 business days, check your spam folder or write to info@maisonveltro.com.

Products & sizing

What kind of products do you sell?

Maison Veltro offers designer-inspired bags, shoes, sneakers, watches, jewelry and clothing at honest prices, with nothing over $250. Every piece is checked before it ships and is covered by the same 30-day return guarantee.

How do I choose my size?

All sizes are shown in US sizing, with the European (EU/IT) equivalent in brackets on the product page. If the product page shows 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 business day.

Returns & exchanges

What is your return policy?

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. Once the return is accepted we email you a prepaid return label and instructions. Items sent back without first requesting a return cannot be accepted.

Is return shipping free?

Yes. We provide a prepaid return label for every accepted return within the United States.

Can I exchange an item for a different size or color?

The fastest way is to return the item you have and, once the return is accepted, place a new order for the size or color you want. That way 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. Approved refunds are issued to your original payment method within 5 business days. Your bank or card company may take a few more days to post it; if more than 10 business days have passed since approval, contact us.

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.