Frequently Asked Questions

Find information about Maison Virtus products, orders, payments, shipping, and Customer Care.

Products and Shopping

How can I find a product?

You can explore our pieces through the Women, Men, and Collections sections. Each product has its own page featuring images, a detailed description, materials, color, available sizes, and specific production conditions.

How do I place an order?

Select your preferred product, size, and available options, then add it to your shopping bag. When you are ready, proceed to checkout, provide your contact and delivery details, carefully review your order, and select one of the available payment methods.

Once payment has been authorized, you will receive an email confirming your purchase and providing the corresponding order details.

How do I know whether a piece is available?

Availability is displayed on each product page. Certain pieces may be available for immediate delivery, while others are made to order or offered for pre-order.

Adding a product to your shopping bag does not guarantee availability until the order and payment have been confirmed.

What does “Made to Order” mean?

A made-to-order piece is individually crafted after the purchase has been confirmed through specialized artisanal processes.

Due to the nature of this process, additional production time may be required before the order is ready to ship. The estimated timeframe will be indicated on the product page or in the order confirmation.

What does “Pre-order” mean?

A pre-order piece can be purchased before it becomes available for immediate delivery. The estimated shipping date or timeframe will be displayed on the product page or in the order confirmation.

All dates provided are estimates and may be subject to adjustments inherent to the artisanal production process.

How do I choose the correct size?

Please consult the size guide available on the product page. We recommend reviewing your measurements carefully before placing an order, particularly when purchasing a made-to-order piece.

If you require further assistance, please contact our Customer Care team before completing your purchase.

Do the photographs represent the product exactly?

We make every effort to represent each piece, color, and texture as accurately as possible. However, colors may appear slightly different depending on the settings and display of the device being used.

The natural variations found in leather, suede, and handcrafted materials also make every piece unique. These characteristics are not considered defects but an inherent part of the product’s identity and authenticity.

How can I be sure that the products are authentic?

Every piece purchased through the official Maison Virtus website is an authentic product created and sold directly by the brand.

Maison Virtus cannot guarantee the authenticity or condition of products purchased through unauthorized websites, distributors, or sellers.

Orders and Payments

Which payment methods do you accept?

The payment methods available will be displayed during checkout and may vary depending on the country, currency, and device being used.

Is it safe to shop online?

Yes. Payments are processed through specialized platforms that use security systems designed to protect transaction information.

Maison Virtus does not receive or store the complete details of the cards used to make a payment.

When will I be charged?

Payment is processed when it is authorized and the order is confirmed. For made-to-order pieces, payment confirmation allows the production process to begin.

How do I know whether Maison Virtus has received my order?

After completing your purchase, you will receive a confirmation email containing your order number and the corresponding details.

If you do not receive the confirmation, please check your spam or junk folder. If you are still unable to locate it, contact our Customer Care team.

Can I add an item to an order that has already been placed?

Items cannot be added to an order or combined with another order once the purchase has been confirmed. If you wish to purchase an additional piece, you will need to place a new order.

Can I change the size, color, or design after placing my order?

Modification requests must be submitted immediately after completing the purchase.

We cannot guarantee that changes will be possible once the order has entered the production or preparation process. Made-to-order pieces are subject to particularly limited modification conditions.

Can I cancel my order?

Cancellation requests must be submitted immediately after the purchase is made.

Maison Virtus may only consider a cancellation if the order has not yet entered the production or preparation process. Submitting a request does not guarantee that the cancellation will be approved.

Once the process has begun, the order will be considered final unless otherwise required by applicable law. Please consult our Order Cancellation Policy for complete details.

Shipping and Delivery

Is there a shipping charge?

Standard shipping is included in the purchase price for all destinations available at checkout.

Special or express delivery services may incur additional charges, which will be communicated before the service is arranged.

When will I receive my order?

The total timeframe consists of two separate periods:

1. The production and preparation time for the piece.

2. The courier’s transit time.

Delivery times begin once the order has completed its production process and has been handed over to the courier.

All timeframes are estimates and may vary depending on the destination, customs procedures, carrier availability, weather conditions, or circumstances beyond Maison Virtus’s reasonable control.

How can I track my order?

Once your order has been shipped, you will receive an email containing the tracking number and courier details.

Tracking information may take up to 48 hours to become active after the package has been collected.

Can items from the same order be shipped to different addresses?

Each order can only be shipped to one address. If you wish to send products to different destinations, you will need to place a separate order for each address.

Can I change the delivery address?

You may request a correction by contacting Customer Care as soon as possible. Once the order has been shipped, we cannot guarantee that the delivery address can be changed.

The customer is responsible for providing a complete and accurate delivery address when placing the order.

Will a signature be required upon delivery?

Depending on the destination, courier, and value of the order, a signature may be required as proof of delivery. We recommend providing an address where the recipient can safely receive and sign for the package.

How will my order be prepared?

Each piece is carefully inspected and prepared before shipping. Your order will be delivered in protective packaging designed to preserve the product appropriately during transit.

What should I do if my package arrives damaged?

If the package shows visible signs of damage, document its condition with photographs before opening it and retain all original packaging materials.

Contact our Customer Care team as soon as possible and provide your order number, photographs, and a description of the issue. Maison Virtus will review the matter with the courier and assist you throughout the process.

What happens if my order is lost?

If the tracking information has not been updated for an unusual period or the package is marked as delivered but has not been received, please contact our team.

Maison Virtus will open an investigation with the courier. Resolution times will depend on the carrier and destination.

Taxes, Duties, and Restrictions

Are taxes and duties included?

Shipping is included in the purchase price. However, any applicable import duties, local taxes, and other customs fees are not included and remain the responsibility of the customer.

These charges vary depending on the destination country and may be collected directly by the local customs authority or courier before or upon delivery.

Maison Virtus does not determine, control, or receive these charges.

What happens if I do not pay the customs charges?

The customs authority or courier may hold, return, or consider the package abandoned.

Any additional costs resulting from non-payment, refusal of the package, or an international return may be the customer’s responsibility, where applicable.

Are taxes and customs fees refundable?

Duties, taxes, and customs fees paid directly to authorities, couriers, or other third parties are not received by Maison Virtus and therefore cannot be refunded by the brand.

To request a possible refund of these charges, you must contact the relevant customs authority directly.

Are any products subject to shipping restrictions?

Certain countries may impose restrictions or special requirements on the importation of garments made from leather or other animal-derived materials.

If a piece cannot be shipped to the selected destination, Maison Virtus will contact the customer to offer an alternative or cancel the order and issue the corresponding refund.

Returns, Exchanges, and Warranties

Can I return or exchange a piece?

Eligibility will depend on the type and condition of the product, the nature of the order, and applicable law.

Pieces that are made to order, personalized, altered, or produced specifically for the customer may be subject to limited return and exchange conditions.

Please consult our Returns and Warranty Policy before placing your order.

What conditions must a product meet to be evaluated?

The product must remain new, unworn, unaltered, and include all original tags, accessories, and packaging materials.

Maison Virtus reserves the right to reject items that show signs of wear, stains, odors, damage, alterations, or handling beyond what is reasonably necessary to inspect the piece.

This provision does not limit any mandatory rights recognized under applicable law.

What happens if I receive an incorrect or defective piece?

Please contact our Customer Care team as soon as possible and provide your order number, a description of the issue, and clear photographs.

Maison Virtus will assess the matter and, where appropriate, offer a solution according to the nature of the issue and applicable law.

Natural variations in the color, grain, texture, or pattern of leather and handcrafted materials are not considered defects.

Product Care

How should I care for my garment?

Always follow the instructions provided on the care label. Due to the nature of the leather and suede used, we recommend using only professional cleaners specializing in leather care.

Avoid exposing the garment to moisture, direct heat, perfume, chemicals, or intense sunlight for prolonged periods. Store it in a cool, dry place, preferably inside a breathable garment bag.

Will the leather change with wear?

Yes. Leather is a natural material that may develop a distinctive patina, soften, or show subtle changes in color and texture over time.

This evolution is part of the piece’s character and makes every garment increasingly distinctive.

Customer Care

How can I contact Maison Virtus?

You can contact our Customer Care team using the details provided on our Contact page.

For faster assistance regarding an order, please always include your full name and order number.

When will I receive a response?

Our team will respond as soon as possible during our regular business hours. Requests received during weekends or public holidays will be addressed on the following business day.