FAQs
1. How do I know your items are real?
At Re-Luxry, every item sold goes through our vigorous and unique designer item authentication process. Our team of world-class, expert authenticators have over 10 years of experience in the luxury goods industry. And the last layer of authentication is done by using Artificial Intelligence (AI). Our restricted multi-step verification process ensures all bags are thoroughly inspected and authenticated to the highest standards.
2. Are your items shipped with a certificate of authenticity or authenticity guarantee?
Yes! All of our items come with an authenticity guarantee, which can also be verified online. So, even if you lose the physical certificate that comes with your bag, you will always be able to access your authenticity guarantee online.
3. Do you ship to my country?
We ship to all countries listed on our checkout page. If your country is currently not listed, please reach out to us via WhatsApp or email, for further information on how we can send the item to you.
4. How do the taxes and duties work?
All items are shipped from the U.K. and Portugal, through DHL. We provide DHL with all the required shipping information upon dispatch, and any additional duties or taxes will be calculated by DHL and payment will be taken at the time of delivery. Re-Luxry is not liable for any delays in orders that are caused by clearance issues at the destination.
5. How can I return an item?
If you wish to return an item, we must be notified a minimum of 48 hours before we receive the returned order. Returns will only be accepted if the product is returned within 14 days (starting from the day your order was delivered), and you must provide us with a reason for the return.
Please note, items must be returned in the exact condition they were sent. In the event that tags and labels have been removed, or there are any signs of wear or additional wear, the return will not be accepted.
RE-LUXRY is not responsible for covering the costs of any return. Please make sure you return the item via a tracked/insured/registered postal service. In the event of loss RE-LUXRY will not be liable to reimburse the cost of the product.
We do not offer returns on special order items. We especially do not offer returns on Hermès bags.
6. When will I receive my refund?
Once we’ve received your return, it can take up to 7 calendar days to process. As soon as it's accepted, we'll send you a confirmation email. Your refund will be processed to your original payment method. This can take up to 14 days to show in your account, depending on your payment provider.
7. How do I sell my item?
Sell from the comfort of your home! Click the ‘SELL WITH US’ button on our Homepage, and send us all details of the bag, and clear images.
Our team of expert authenticators will thoroughly inspect your images and all the details you have provided.
If your pre-loved designer bag passes our quality control process, a member of our team will get in touch and provide you with an initial quote. Selling your designer bags has never been so easy!
Established in London in 2022, Re-Luxry is becoming a leader in providing the finest pre-loved luxury bags and accessories the market has to offer.
Our mission revolves around providing exceptional service, top-quality products, and competitive prices. By making high-end products accessible at more affordable prices, we enable our clients to own their dream bags for a fraction of the retail price!