THE BEST-KEPT SECRET IN LUXURY.
DESIGNER FASHION AT UNBEATABLE PRICES.

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FAQ

IS IT SAFE TO SHOP ONLINE AND AT YOUR STORES DURING COVID-19?

As our cities begin to reopen, we are rolling out several new services and safety measures to keep you healthy and comfortable when you shop with us--both in store and online. Our commitment to luxury is about more than just the iconic brands we sell, but also providing a level of service that truly defines the luxury experience. Here’s how we’re keeping you safe:

Sanitation Measures at Distribution Facilities:
- Reduced staff working at one time
- 6ft social distancing throughout the site
- Temperature checks upon entry using thermal screening
- Staggered breaks and one-way entry and exist Increased cleaning and disinfecting of all equipment
- PPE provided to staff, including masks, gloves, and hand sanitizer

Increased In-Store Safety:
-Increased sanitization protocols to keep our store surfaces clean.
- All staff will wear masks and remain at least six feet away from shoppers.
- Contactless payment is available to minimize interaction.
- We encourage our customers to wear masks while shopping.

ARE YOUR PRODUCTS AUTHENTIC?
All of our products are always 100% authentic and new. As a member of the MadaLuxe Group family and its luxury wholesale business, MadaLuxe Vault has unprecedented access to the most iconic fashion houses. We purchase our goods directly from our luxury brand partners and unconditionally guarantee the authenticity of every item we sell. Learn more about our authenticity guarantee CLICK HERE.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

While we recommend creating an account, you do not need to have an account to place an order. Simply select "Checkout as Guest" at checkout. By creating an account, you can streamline the checkout process, save your preferred shipping address, and keep payment information on file. Creating an account also unlocks access to limited edition new arrivals, sale events, and other exclusives reserved for our newsletter subscribers.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept Visa, Mastercard, Discover, and American Express. Credit card transactions are processed through a secure checkout system. We also accept payments through Klarna—a flexible spending company that makes it easy to receive your purchases right away, but pay for them over time. To learn more about Klarna financing CLICK HERE.

CAN I CANCEL MY ORDER?

If your order has not yet shipped, you can cancel it by contacting us at orders@madaluxevault.com. Once an item has shipped, the order cannot be cancelled. However, if you return your unwanted order within our return window you will receive a full refund for your order as long as all items are in original condition and packaging.

HOW DO I PROCESS MY RETURN?

We want you to love your purchase and will do our best to ensure that you are satisfied with your shopping experience. We happily accept returns within 30 days of delivery.

For domestic customers, please begin your return process by clicking here.
For international customers, please contact customerservice@madaluxevault.com for further assistance.

CLICK HERE to read our full returns policy.

WHEN WILL MY RETURN BE REFUNDED?

Your return will be processed within 2 business day days of receiving your order. Once your return is processed and your refund is issued, you will be credited to the original payment method used to place the order which should appear on your account within 3-5 business days.

DO YOU RESTOCK SOLD OUT ITEMS?

Because our unique luxury items are available in limited quantities, we cannot guarantee inventory. We restock styles regularly, so please check back often. If you would like to inquire about an item that is sold out, please email us at hello@madaluxevault.com or call 1.800.684.5769.

CAN I RESERVE AN ITEM TO BUY LATER?

In order to provide a fair and seamless shopping experience for our customers, we cannot reserve items. Quantities are limited, so we recommend purchasing right away if you find a style you love. While you may add items to your wishlist to return to later, items in your wishlist are not reserved. Get it now, pay later through Klarna. To learn more about Klarna financing CLICK HERE.

CAN I EXCHANGE AN ITEM?

Because our unique luxury items are available in limited quantities, we cannot guarantee availability for exchanges. If you decide you do not love your purchase and would like to select a different product instead, we recommend returning your original purchase and placing a new order for the item you would like instead. To inquire about availability for an exchange, please contact us at orders@madaluxevault.com.

AUTHENTICITY
GUARANTEE
MadaLuxe Vault is a division of MadaLuxe Group, the largest luxury wholesale distributor in North America. We guarantee that every item we sell is 100% authentic and new. We never sell pre-owned or vintage items, and have an in-house quality control team that is solely dedicated to authenticating the condition and documentation for every item we buy from our luxury brand partners. The MadaLuxe Vault authenticity seal is our assurance that an item has undergone not one, but two rigorous quality and authentication inspections.