Question 1

Where do the pieces come from?

Accepted Answer

Palace of Roman is an official BrandsGateway partner, authorised to resell from a catalogue of more than ninety luxury houses — Gucci, Versace, Balenciaga, Dior, Dolce & Gabbana, Saint Laurent, Prada, Alexander McQueen, Armani and others. Stock is held in brand-authorised partner warehouses across Italy (Milan, Florence, Modena, Como, Rome and more), Sweden, Spain, Austria, Northern Ireland and the United States, and shipped sealed from the warehouse holding the piece.

Question 2

Are you an official boutique of the brands you carry?

Accepted Answer

Palace of Roman is an independent boutique and an official partner of BrandsGateway (Gateway Holdings OÜ), authorised to resell goods from the listed maisons. We are not a directly appointed flagship of any single house; pieces reach us through the brands' own authorised distribution channels. Our signed reseller certificate is published on the Sourcing & Authenticity page.

Question 3

How do you guarantee authenticity?

Accepted Answer

Every piece is certified by BrandsGateway as 100% authentic and sourced directly from the brands or their authorised distributors. Orders ship sealed from a brand-authorised warehouse with original tags, dust bag and packaging intact. If an independent authenticator ever challenges a piece purchased from us, return it within ninety days for a full refund. Read the full chain of custody on the Sourcing & Authenticity page.

Question 4

Which payment methods do you accept?

Accepted Answer

All major cards, Apple Pay, Google Pay and Shop Pay through our Shopify checkout. Payment is captured at the moment your order is placed.

Question 5

Can I cancel or amend an order after checkout?

Accepted Answer

Warehouses begin preparing orders within 24 hours, so we can only amend or cancel before dispatch. Write to the concierge immediately and we will do our best to intercept the order before it ships.

Question 6

Will my pieces arrive together?

Accepted Answer

If your order contains pieces from more than one warehouse, each warehouse dispatches its parcel separately. You will receive a tracking number for each.

Question 7

How long will my order take to arrive?

Accepted Answer

Warehouses dispatch within 24–48 hours of order confirmation. Typical transit from dispatch is 2–3 business days within the EU, 3–5 business days to the UK, Switzerland and Norway, 4–7 business days to the United States and Canada, and 5–10 business days to the rest of the world. Full breakdown on Shipping & Returns.

Question 8

Which couriers do you use?

Accepted Answer

UPS, FedEx and DHL, always with a live tracking number. Warehouses and couriers do not operate on weekends or local public holidays.

Question 9

Do you ship worldwide?

Accepted Answer

Yes — we ship across the European Union, the United Kingdom, the United States, Canada and most of the world. A few destinations are restricted by the originating warehouse; checkout will confirm before payment.

Question 10

Will I pay duties or import taxes?

Accepted Answer

Orders within the European Union ship intra-EU with no further duties. Orders to the United Kingdom, the United States, Canada and other destinations may attract import duties and local taxes on arrival, charged by your local customs and payable to the courier.

Question 11

What is your return window?

Accepted Answer

Fourteen days from the day your parcel is delivered. Pieces must be unworn, with all original tags attached and in their original packaging.

Question 12

How do I open a return?

Accepted Answer

Write to our concierge with your order number and reason for return. We issue the correct return address for the originating warehouse and walk you through the next steps.

Question 13

How should I send a return back?

Accepted Answer

By UPS, FedEx or DHL with a live tracking number. Regular postal services cannot be accepted and parcels sent that way will be declined. Returning to the wrong warehouse incurs a 20% restocking fee, so always confirm the address with us first.

Question 14

How do I exchange for a different size?

Accepted Answer

The fastest path is to place a new order for the replacement size and open a return on the original. As soon as the return is received and inspected at the warehouse, the original is refunded.

Question 15

What if my piece arrives damaged or incorrect?

Accepted Answer

Write within fourteen days of delivery with photographs of the piece, the brand tag, and the visible defect. Once the case is confirmed, we provide a prepaid return label and arrange a full refund or a replacement at no cost.

Question 16

Which sizing system do you use?

Accepted Answer

Each product page lists sizing in its original brand system (IT, FR, UK, US) with a conversion note where helpful. Italian sizing runs slightly smaller than the equivalent US size for ready-to-wear; if in doubt, write to the concierge.

Question 17

Can the concierge advise on fit?

Accepted Answer

Yes — share the piece and your usual size, and we will respond with the maker's fit notes and a personal recommendation the same business day. Reach us through the Contact page.

Question 18

How should I care for my pieces?

Accepted Answer

Follow the brand care label sewn into the garment. Leather pieces benefit from a soft, dry storage bag and an annual conditioning. Knitwear should be folded, not hung.

Frequently asked

Sourcing & authenticity

Orders & payment

Shipping

Returns & exchanges

Sizing & care