Support & Information
Frequently asked Questions.
Recurring questions and key doubts, answered clearly.
Every listing on Le Vault goes through a documentation review by our team. Sellers must submit high-resolution photos of the item, its hardware, logos, and any visible markings (serial numbers, date codes), as well as original receipts or invoices where available. Sellers are also verified through KYC (Know Your Customer) via Stripe Connect, which validates legal identity and banking information. Listings without adequate documentation, or from profiles flagged during verification, are not published. Le Vault does not physically authenticate items — sellers warrant authenticity and remain responsible for the accuracy of their listings.
Sellers on Le Vault are responsible for the authenticity and accurate description of items they list. Le Vault reviews listings for documentation and quality before publication, and verifies seller identity through KYC, but does not physically authenticate items. If you receive an item that is materially different from the listing, contact us via the inbox or [email protected] — we mediate disputes and offer Buyer Protection coverage on eligible cases.
Le Vault charges sellers a 12% service fee on every completed sale. This fee is automatically deducted from your payout. You always receive exactly 88% of your listed or negotiated price.
The Buyer Protection Fund is a 3% fee added to every purchase. It is held in a separate reserve used to cover disputes, fraud cases, items lost or damaged in transit, and situations where standard carrier insurance does not apply. It is not a profit for Le Vault — it is your safety net.
All shipments are tracked. If your item is lost or damaged in transit, Le Vault will open an investigation with the carrier. If the carrier does not cover the full loss, the Buyer Protection Fund is used to reimburse you. Contact Le Vault support immediately if you have a delivery issue.
Yes. All payments are processed via Stripe and held in escrow until you confirm delivery. The seller only receives payment after you confirm the item arrived as described. You have 48 hours after delivery to confirm receipt or open a dispute.
Choose the piece, complete checkout, and follow your order updates with dedicated support.
Send photos and key details. Your piece enters our Curation Stage, then our team confirms the next steps.
Yes. Listings include clear visual and descriptive information for transparent decisions.
Once a seller ships, domestic orders typically arrive within 2–5 business days. International orders may take 5–12 business days depending on the destination and customs processing. You will receive a tracking number as soon as the seller dispatches your item, and Le Vault monitors every shipment automatically.
If your parcel does not arrive within the expected delivery window, contact Le Vault support immediately. We will open an investigation with the carrier. The buyer pays for shipping with declared-value insurance — the carrier's insurance is the primary coverage. Only if the carrier does not reimburse, the Buyer Protection Fund covers the difference, provided official documentation is presented.
Payment is released to you after the buyer confirms receipt, or automatically 48 hours after delivery confirmation if the buyer does not respond. The service fee is deducted automatically.
Start by contacting our team at [email protected] — we handle every complaint personally within 48 hours. If no amicable solution is reached, you may refer the matter free of charge to our consumer mediator: CM2C (www.cm2c.net). The European Online Dispute Resolution platform (ODR) is also available: https://ec.europa.eu/consumers/odr
The tracking number is generated automatically by Le Vault as soon as your sale is paid — no manual entry needed. After you hand the parcel to the carrier, go to your inbox → order → and mark it as shipped. The buyer is automatically notified and can track the package in real time.
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