Client protection
Your purchase, protected by Maison Designers.
Maison Designers protects your purchase through clear product information, category-specific authentication, secure payment handling, protected delivery and support after purchase. For eligible pieces, the Digital Passport keeps item identity and authentication information connected to your selection.
Buying a pre-owned jewel, watch or bag online should feel clear, supported and safe.
We understand what it means to choose a luxury piece online, especially when it is pre-owned. You want to know that the item is authentic, that its condition has been described honestly, that it will be handled carefully, and that support is available if something does not feel right.
That is why Maison Designers brings buyer protection to every stage of your purchase, from understanding the piece to receiving it and getting support when you need it.
Before dispatch, eligible pieces are reviewed, recorded and prepared with attention to their category, condition and authenticity profile. During delivery, high-value orders are handled through tracked shipping processes, with appropriate delivery arrangements for the item and destination. After purchase, our team remains your point of contact to review a concern and guide the appropriate support or returns process.
Clear item and order records give Maison a reliable reference, helping us understand your purchase and take care of the next step when you need our help.
Your purchase, protected by Maison
We keep the key information about your piece, payment and delivery together, so our team can understand your purchase and help you clearly and effectively if an issue arises. Maison is your point of contact throughout the process.
The piece you chose, clearly described
The photographs, condition notes, inclusions and available identifiers describe the item you are choosing. These details remain a reference for your purchase, helping us review any question about what you ordered and what you received.
Your piece, handled with care
Delivery is arranged for the item and destination. Tracked, insured, signature or specialist delivery services may apply to high-value purchases. Maison can explain the arrangements relevant to your order and help with delivery questions.
Clear returns. Personal support.
For eligible consumer purchases, you can tell us within 14 days of delivery if you decide the piece is not right for you. We guide the return steps and explain the review and refund process under the conditions applicable to your purchase.
Your piece’s identity, kept together
For eligible pieces, the Digital Passport connects item identity, recorded condition and authentication information with the documents available for your selection. Your product and order information confirm inclusion, while Maison can explain availability and the next step for your record.
Support with your delivery
If a delivery is missed, delayed or needs clarification, contact Maison with your order reference. We review the delivery information and help establish the appropriate next step, including redelivery or return handling where available.
Your protection, when you need it
Maison is here to take care of the next step.
If something does not feel right, you have a clear point of contact. Tell us what has happened and we will review the information relevant to your purchase, explain the next steps and guide the resolution under the protection and terms that apply to your order.
| Your concern | How Maison helps |
|---|---|
| A question about authenticity | Maison takes charge of reviewing the concern against the item information and authentication documentation, with specialist escalation where appropriate. We explain the findings and the available resolution for your purchase. |
| The piece appears different from its description or arrives damaged | We review the original listing, photographs, condition and inclusions alongside the concern you report. We then guide the appropriate next step, including a return or other remedy where applicable. |
| A delivery has not arrived or an update is unclear | We review the shipment information and relevant delivery records, help clarify the situation with the delivery provider and explain the next step for your order. |
| You need clarity about a payment or order | We help check the recorded payment and order status. If you see a debit without confirmation, contact Maison before trying again so we can help you understand the situation. |
| You wish to return an eligible purchase | We guide the notice and return process, explain how the item will be reviewed and clarify the refund treatment applicable to the order. Any relevant timing, condition requirements or costs remain available in the returns policy. |
| You have a question about your documents or Passport | We help identify the documents included with the piece and explain the status, availability and next step for an eligible Digital Passport record. |
Your purchase with Maison
Whether your piece is sold by Maison or by an identified professional partner, Maison remains your point of contact for the protection and services included in your purchase. We coordinate concerns about authenticity, description, delivery and the documents supplied, and explain the appropriate resolution. The seller's obligations and Maison's own commitments work together; arrangements between Maison and the partner do not reduce your applicable rights.
Your questions, answered
Clarity about your protection.
Who do I contact if I need help with my purchase?
Contact Maison Designers with your order reference and a description of the question or concern. Our team is your point of contact to review the purchase information and guide the appropriate next step. You can also speak to Client Care before choosing a piece.
What if I have a concern about authenticity or the item’s description?
Tell Maison what concerns you about the piece. We review the item description, condition, photographs and authentication information relevant to the purchase, with specialist review where appropriate. We then explain the findings and guide the available resolution under the protection and terms applicable to your order.
Can someone I authorise receive my delivery?
The delivery arrangements depend on the item, destination and service confirmed for your order. If the parcel is accepted at the agreed address by an authorised recipient, concierge or reception, we review the courier information and any relevant instructions when helping with a delivery question. Contact Client Care if you need to clarify the receiving arrangements.
What should I do if I cannot receive or collect the parcel?
Contact Maison promptly so we can help review the delivery or return options. Some addresses, destinations or delivery routes cannot be supported and may require an alternative arrangement. A missed, refused or uncollected delivery can lead to additional return or customs costs where applicable; we explain the relevant next steps and costs under your order terms. Communicating a return within the applicable period remains a separate step from a parcel returning to sender.
How do returns and refunds work?
For eligible consumer purchases, you can notify us within 14 days of delivery that you wish to cancel, then follow the applicable return period and instructions. The item must be returned in the required condition with the inclusions supplied. The refund amount and timing follow the terms applicable to your purchase, including the treatment of delivery, return handling and separately agreed services. Maison explains the next step and any relevant calculation. Mandatory consumer rights remain unaffected.
How is my Digital Passport provided?
Your product and order information confirm whether the Passport is included for the piece. Availability and assignment follow the eligibility, payment, delivery and other requirements stated for your order. Maison can explain the status and next step for the item record, so you understand what is available and how it relates to your piece.