Contact the concierge promptly and we will confirm available options. This does not limit any statutory cancellation, withdrawal, defect or conformity right.
HOUSE GUIDANCE
Guidance on acquisition, House-recognised ownership, verification, care and concierge inquiries. The accepted order, Terms of Sale and mandatory law control where they differ.
Contact the concierge promptly and we will confirm available options. This does not limit any statutory cancellation, withdrawal, defect or conformity right.
Use your shipping confirmation and tracking link. If no update appears, contact the concierge with your acquisition number.
We accept the major payment methods shown at acquisition completion, including leading credit and debit cards and supported express wallets. The available options appear before payment.
Payment is handled through the configured checkout provider. Review the payment and privacy notices shown at checkout for current details.
If an order is accepted, confirmation and any later dispatch information are sent to the email provided during checkout.
Yes. MAISON Objects are supplied in their standard Obsidian Black shipping bag without an Object Case or gift presentation. Presentation inquiries for selected LIMITED and ARCHIVE Objects may be considered individually by Concierge; no additional service is included unless expressly confirmed.
Upcoming releases are announced through official channels. An inquiry or expression of interest does not create a reservation, allocation or priority.
A product being unavailable online does not by itself mean its edition is closed. A formal closure is stated only when confirmed by the House.
The House Rules set a transparent standard for truthful acquisition, object identity and ownership continuity. They apply alongside the Terms of Sale and do not remove mandatory withdrawal, return, conformity, warranty, privacy, complaint or lawful-resale rights.
No. Cart placement, order receipt and payment authorization do not guarantee allocation or contract acceptance. The Terms of Sale define the acceptance point. Verified current ownership establishes House Circle eligibility only; entry requires separate personal verification or activation.
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Yes. We offer free delivery to all 27 European Union countries, plus the United States, the United Kingdom, Canada, the United Arab Emirates, Switzerland and Monaco. All Objects are dispatched from the European Union. See the full destination list below or in our Shipping Policy.
For delivery to our eligible destinations, the House covers any applicable import VAT, customs duties and carrier customs-clearance charges arising from the initial delivery. These charges are not billed to you separately upon delivery. If a carrier or customs authority requests payment, contact Concierge before paying. See our Shipping Policy.
Estimated delivery after dispatch:
Objects are dispatched from the European Union, so international delivery takes longer and may involve customs clearance. Customs, weather or carrier delays may affect these estimates. See our Shipping Policy for preparation and delivery details.
MAISON Objects include the clothing Object, its physical Object Passport with NFC and its Lifebook. They are dispatched in an ELAISSAOUI Obsidian Black shipping bag. No Object Case or premium presentation packaging is included with MAISON. Presentation for LIMITED and ARCHIVE Objects depends on the specific object and accepted order. Some physical MAISON Object Passports may still require production and can arrive in a separate delivery after the Object, at no additional shipping cost. Once an Object is linked to the customer's Vault account, the available Passport record status can be viewed there. Shipment tracking is communicated separately.
Tracking, insurance and signature requirements depend on the carrier, destination and accepted shipping service. Applicable details are confirmed with dispatch information.
Yes. A tracking link is included in your dispatch notice as soon as the parcel is handed to the carrier.
If your object has not yet entered dispatch, contact the concierge immediately with the new address and we will confirm whether a change is possible.
We offer free delivery to the following 33 countries:
European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
International: United States, United Kingdom, Canada, United Arab Emirates, Switzerland and Monaco.
Delivery is currently available only to these destinations. See our Shipping Policy for details.
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Return eligibility, notice, timing, costs and any lawful exception are defined in the current refund policy. Mandatory withdrawal and defect rights remain unaffected.
Refund timing follows the current refund policy and applicable law. Where required, reimbursement is made within the statutory period and may be withheld only on the grounds the law permits.
Handle an object only as needed to inspect it. Return its Object Passport and supplied components where available. Missing packaging or a removed tag does not automatically extinguish a mandatory right; any proven diminished value is assessed separately under applicable law.
Exchanges depend on availability. Contact the concierge with your acquisition number and the size you need, and we will confirm options.
Return rights and any lawful exceptions for personalised or made-to-order objects are set out in the current refund policy. Statutory rights remain unaffected.
Return shipping responsibilities are defined in the current refund policy and applicable law. Contact the concierge before sending an object back.
Contact the concierge promptly with your acquisition number and useful images. A short reporting request does not remove any longer mandatory defect or conformity remedy.
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Use the object size guide and fit notes first. Contact the concierge before acquisition if you need help selecting fit.
Fit varies by model. Always review object-specific notes and measurements before acquisition.
Each object page includes a size guide and fit notes. Use the measurements first; if you are between sizes, contact the concierge before acquiring.
Material composition is listed on each object page. The House selects materials for durability, presence and longevity.
Object-specific material, construction, origin and edition details are stated on the relevant object page. Under the House Standard, identity records are established at issuance.
Yes. Contact the concierge with the object name and your questions, and we will share additional detail where available.
We photograph objects faithfully, but screens vary. For a precise colour or material question, contact the concierge before acquisition.
Follow the object's own care label and the House Preservation guidance, which covers structure, finish and identity components over time.
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The House establishes authenticity. For an issued and activated object, supported official channels can request the House verification result linked to its House Record.
Do not proceed with acquisition from unverified sources. Contact the concierge and provide available object details for review.
For an issued production object, the Passport is the physical identity and House-recognised registered-ownership document. The object and Passport have separate verification points checked against the same House Record; a public result does not reveal private ownership information.
For an issued and activated object, use the supported House verification route stated in its records. If no matching public result can be confirmed, contact ELAISSAOUI before relying on the result.
Where an object has an edition number, it is stated in its approved identity information and Object Passport. Public scan information depends on the fields approved for display.
A House-recognised ownership transfer may be requested through the controlled House process. Registration updates the Passport and House Record but does not itself determine legal title.
Archive, Limited and Maison are the House’s issuance and circulation classifications. MAISON is the accessible edition tier and uses standard shipping-bag presentation without an Object Case. LIMITED and ARCHIVE follow their own edition, access and presentation conditions. Classification does not determine authenticity, legal ownership, House Record continuity or client status.
Keep the identity component away from heat and pressure. If it still will not read, contact the concierge with your edition details for review.
Acquire through official channels and use the supported House verification route for an issued and activated object and Passport. If a source or result cannot be confirmed, treat it as unverified and contact the concierge.
No. Object authenticity, legal title, Object Passport identity, statutory rights and House Record continuity remain separate from personal House access. Access does not transfer automatically with an object.
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Use the concierge contact link and include your acquisition number for faster handling.
Share your acquisition number, object name, and a short description of the issue so the concierge can respond faster.
Response times vary with the inquiry and current capacity. Include the relevant order or object reference where available.
Yes. The concierge can advise on sizing, fit and selection before acquisition. Share the object and your questions to begin.
Restoration inquiries may be considered case by case. Eligibility, scope, price, timing, transport and return are confirmed only after written House acceptance.
Personalisation inquiries may be considered case by case. Availability, scope, price, timing and acceptance are confirmed only in writing by the House.
Official points of acquisition are listed in the Stores section. Acquire only through listed stores or official online channels.
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Contact the House directly for an acquisition, object or ownership inquiry.
Contact concierge