Customer Care

Frequently Asked Questions

Clear answers about shopping, payments, delivery, product condition and returns.

Shopping & Products

Maison Valmont presents a carefully selected collection of pre-owned luxury handbags, accessories, jewellery and designer pieces. Product availability changes as individual items are sold and new pieces are added.

Are the products new or pre-owned?

Unless a product page clearly states otherwise, items are pre-owned. Please read the complete description and review every gallery image for the item’s stated condition, measurements and included accessories.

How do I choose the right product?

Compare the measurements and condition notes with an item you already own. If you need clarification before ordering, contact us and include the product name or SKU.

Are colours exactly the same as they appear online?

We aim to present colour accurately, but screens, lighting and device settings can affect how colours appear. Small variations should be expected.

Can an item be reserved?

Reservation availability may vary. Contact us before ordering and we will confirm whether a temporary hold is possible.

Do products include original packaging?

Only accessories specifically listed on the product page are included. Boxes, dust bags, certificates, cards and receipts should not be assumed unless they are stated in the listing.

Orders & Payments

How will I know that my order was received?

After checkout, you should receive an order confirmation at the email address supplied during purchase. Check your spam folder and contact us if it does not arrive.

Can I change or cancel an order?

Contact us as quickly as possible. We may be able to make a change before processing begins, but changes or cancellations cannot be guaranteed after dispatch.

Which payment methods do you accept?

Available secure payment options are displayed during checkout. The exact methods may depend on your location, currency and payment provider.

Is my payment information secure?

Payments are processed through the secure providers displayed at checkout. Maison Valmont does not ask customers to send complete card details by email or direct message.

Can I use more than one discount code?

Unless a promotion states otherwise, only one valid discount code may be used per order and codes cannot normally be applied after checkout.

Will I be charged duties or taxes?

Taxes may be calculated during checkout. International orders may also attract customs duties, import taxes or handling charges imposed by the destination country; these are normally the customer’s responsibility.

Delivery & Returns

How long does delivery take?

Processing and delivery estimates are shown during checkout or in your order confirmation. These are estimates, and carrier, customs, weather or peak-period delays can occur.

Will I receive tracking information?

When tracking is available, it will be sent to your order email after dispatch. Tracking may take a short time to begin displaying movement.

What should I do if my parcel appears damaged?

Photograph the unopened parcel, shipping label and visible damage before opening it. Then document the contents and contact us promptly with your order number.

Can I return an item?

Eligible returns must follow the conditions and time limits on our Shipping & Returns page. The item must remain in the same condition, with all attached security or identification tags intact.

When will I receive my refund?

Approved refunds are returned to the original payment method after inspection. Your bank or payment provider may require additional processing time.

Do you ship internationally?

Available destinations are shown during checkout. Some products or locations may have restrictions, and the customer is responsible for providing complete delivery and customs information.

Still need an answer?

Our team is ready to help with product details, ordering and after-sales questions.