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FAQs

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 HERE.

ARE ALL OF YOUR PRODUCTS NEW?

Each and every product we sell is brand new. We purchase our goods directly from the brands and never sell anything that is pre-owned or used.

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.

HOW DO I TRACK MY ORDER?

Once you place an order, you will automatically receive an email confirmation at the email address you provided during checkout. When your order has shipped, you will receive another email with a tracking number and a link to the carrier’s website.

WHAT PAYMENT METHODS ARE ACCEPTED AND IS MY PAYMENT INFORMATION SECURE?

We accept Visa, Mastercard, Discover, and American Express. Credit card transactions are processed through a secure checkout system. We also accept payments through Affirm—a flexible spending company that makes it easy to receive your purchases right away, but pay for them over time. To learn more about Affirm 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 15 days, the return shipping fee is waived and you will receive a full refund for your order as long as all items are in original condition and packaging.

DO YOU RESTOCK SOLD OUT ITEMS?

Because our unique luxury items are available in limited quantities, we cannot guarantee that an item will be restocked. If you would like to inquire about an item that is sold out, please email us at hello@madaluxedirect.com or call (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.

DO YOU SHIP INTERNATIONALLY?

If you live outside of the United States and would like to place an order, please contact us at orders@madaluxevault.com to arrange shipping to your location.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

We offer free standard ground shipping, which arrives within 3-7 business days. We also offer 2-day and Next Day expedited shipping for a fee for orders placed before 3PM Pacific Time. All of our shipping options can be reviewed on our Shipping page.

WHY DO I NEED TO SIGN FOR MY ORDER?

As a purveyor of high-value luxury goods, we want to make sure that your purchase ends up in your hands! For this reason, we require signature upon delivery for all orders over $200.

WHAT IS YOUR RETURN POLICY?

If you are not 100% satisfied with your purchase, we will gladly accept your items in original condition with all original tags and packaging intact within 30 days of delivery. You can find our full return policy 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 (our return policy can be found here) 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.