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Frequently asked Questions


What is Maison Altar?

Maison Altar is an auction-based marketplace – We act as an intermediary between sellers and buyers. For more information see the “Our Commitment” page in the website menu.

How does this work?

In order to bid on an item, you need to register on the site. If your bid is the highest at the end of the auction, you win! It’s that simple.


I won an auction. What happens next?

When you win an auction, you will have 3 days to pay for the item. This price will include the amount of your latest bid, our 9% fee and the shipping costs, if any. Upon receipt of your payment, we inform the seller he can send you the item, its invoice and all available documentation. We will hold on to your payment until you receive your item.

Payments can be made by credit card; please contact us for bank transfers.

What if there is something wrong with the item I have just received?

If the item you have received has been damaged during shipping, differs from its description or is simply not the right one, please let us know within 3 days of receiving the item. You can contact us “here“. Please include a description of the issue and pictures.

I changed my mind. Can I return the item?

Your right to return a purchase is different depending on where you live. For instance if you reside in the EU, you might benefit from the right of withdrawal. Please check your local laws & regulations. You can also contact the seller and try to find a solution together.

Can I collect the item I won in person?

Yes. You can send someone to pick up your item or do it yourself if you happen to live near the item’s location. Just get in touch with the seller.

My item has not arrived yet. What can I do?

As soon as the item has been dispatched, you will receive a tracking number to follow your item’s journey. Shipping times depend on dimensions, distance and other factors.

I can’t find the answer to my question in this list. What should I do?

Should you need any further information, please contact us “here“.

Will there be any additional charges for shipping?

Sellers and Maison ALTAR are not responsible for potential import duties in the destination country. Please check your country’s official customs website for information on IMPORT/EXPORT.


How do I sell on Maison ALTAR?

On our website, open the menu on the top left of the page and click on “Sell An Item” (you will need to sign-in). Our step-by-step form will guide you through the necessary information we require to list your item.

Is it free to list my item on Maison ALTAR?

Listing an item is always free. We only collects fees if the auction is successful and all parties are satisfied.

What fee does Maison ALTAR collect on my auction?

We only charge a fee if an item is successfully sold on our site. The buyer pays 9% on top of the sale price while the seller has 9% deducted from the payment they receive.

When will I receive payment for my sold item?

Once a buyer has received an item, they have a 3-day warranty period. After this time, payment will be sent on to the buyer.

I don’t know how much shipping will cost. What should I do?

Shipping can be specified individually for each item, based on destination, or be included in the final sale price. If you choose to apply a separate shipping fee, you are responsible for defining this amount and including it in the “Sell An Item” form. Contact your local postal or shipping service to help you with this. Please note, if you don’t set a price in our “Sell An Item” form, the shipping cost will automatically be considered included in the final sale price.

Do I need to provide a tracking reference when shipping my sold item?

Yes please. Tracking references are necessary for us to make sure the buyer receives the item.