FAQ

Yes! Ensuring the authenticity of an item before we accept it is at the heart of what we do.

Every single item that is sold by Luxity is accompanied by our Luxity Authenticity Guarantee. We are so confident that we even give all our items a LIFETIME RETURN POLICY if you prove that any item/s purchased from Luxity is counterfeit or fake for a 100% refund (including delivery costs).

Before any item is posted to our website it is checked, (then checked again) and scrutinized by our highly-qualified Brand Luxury Experts who authenticate the items. Each item also undergoes brand specific tests that are conducted under the skill of our Brand Experts. If we are unsure about an item, Luxity will never stock it. Fake and counterfeit merchandise will never be sold through us. This is our promise.

In many cases, yes! However, we cannot guarantee it. Whenever possible, we will provide you with original boxes, dust bags etc. If your item comes with any of the original packaging, it will be stated in the items description on our website. Please read your item description carefully.

Luxity is not partnered or affiliated with any of the brands sold through our online boutique. However, we cooperate fully with those brands in an attempt to trace the source of counterfeit items. This includes revealing the contact information of the person(s) submitting counterfeit goods.

When you make a purchase, your item(s) will be delivered to you with security tags on. We place a security tag on every item that we sell. Our security tag will not damage the item that you are purchasing and is very easy to remove with scissors but it is not re-attachable. You have 14 days, from the date of shipping to return your item(s) for a full store credit.

Yes. All items may be returned to Luxity for a full store credit or exchange (your choice) within 14 (fourteen) days of purchase. The Luxity Security Tag must still be attached and intact, without compromise and the item must still be in the same condition we sold it to you in order for you to receive a full store credit or exchange.

Should you return the product you must arrange for insurance whilst the product is being transported. Risk and ownership will only transfer once the goods are received back in good condition at Luxity.

Returns are credited based on the amount you paid for the item. All return shipping costs are for your account.

Here is some advice: Every item listed on Luxity is accompanied with a full and detailed description of the item, including an honest account of its current condition, its size (or measurements) and any flaws that it may or may not have. Please remember, that although we sell pre-owned items that are still in great condition, they have, unless otherwise stated, been previously worn.

To avoid unnecessary returns, please be sure to read the description and view the photos carefully of each item you are purchasing on Luxity. In particular, taking into careful consideration the size of the item and any possible flaws, which are always openly disclosed.

In most cases, yes – but if not, a Luxity dust bag will be supplied complimentary with your order to protect your items.

Firstly, nothing we sell is “drab” and our items are in exceptional pre-owned condition (some of them have never even been worn).
As for the packaging – our answer is YES! The experience that we box is truly special. We have tried to think of every detail. In fact, our packaging is so amazing that you can be confident to send it directly to a recipient as a gift.

We accept:
– Visa
– MasterCard
– PayGate via your personal Dashboard at https://app.luxity.co.uk/
– PayPal

No. Unfortunately, we only accept payments via PayGate and PayPal (online credit card) at this time.

No. All prices advertised are fixed and non-negotiable.

Should you have any queries regarding existing Store Credit, kindly contact our sales team at  info@luxity.co.uk.  
For now, kindly inform us when and where you want us to allocate your Store Credit and we will take care of everything else.

Our team of in-house Luxity Buyers research and consider the retail value of each item individually, taking into account the condition of the item, popularity and/or rarity, the accompanying material (for example: dust bags, original receipts) as well as evaluating current fashion trends.

An item may stay in your cart indefinitely. There is no time limit on how long an item remains in your shopping cart. It will stay there until you remove it or until it sells to someone else who has it in their cart.

Please respect the fact that each item we stock is one of a kind and for this reason purchases are reserved on a “first paid, first-served” basis.

You can simply access your personal Dashboard where you see all current and past orders.

No. You will be able to pay online through your Dashboard.

We offer door to door delivery service, so your purchase will be delivered to any address of your choice in the United Kingdom.

If you are making use of our free shipping option, you will be provided with the tracking number of your parcel.

We only use reputable courier firms. All packages are sent with signature confirmation and only you will be able to sign for your package. Proof of identity will be required when you receive your order.

No, unfortunately, we cannot send any purchase to a P.O Box address.

Yes. Shipping, however there may be additional costs.

We mark all Customs Forms as used items, but we do not state the brand of the item. The item is then valued at the amount that you paid for the item in the currency you specified at time of placing your order.

Yes, however if a parcel is being shipped outside of the United Kingdom, then the buyer is responsible for any and all customs fees and/or duties.

Items are dispatched from our warehouse within 1 business day of payment being received. Usually, all orders arrive at our clients’ doors within 7-10 business days. Should you happen to live in an outlying area, please allow for a bit of extra time for the shipment to arrive. We generally strive for your order to get to you as quickly as possible.

Our Luxity staff is skilled at organising insurance from the smallest of trinkets to the heaviest of vintage trunks. Our standard ground shipping is ensured for the full value of the item.

Yes – as best as we can. Before any item is photographed and stocked to our inventory, it is cleaned with approved methods to revive the item as best as we can.

Luxity, however, is not responsible for any professional cleaning of an item. Although certain pre-owned flaws can never be removed, we do condition the item for its new owner and have it looking as new as possible.

Professional vacuuming of all pockets, slots and compartments is conducted on all handbags, purses etc. All Hardware is wiped down with our special polishing cloths.

We do not attempt to clean items from stains or other more significant signs of wear and tear, but we will always fully disclose all of this information in the items’ descriptions.

Firstly, we will not stock any item in our inventory if it is smelly. And secondly, we condition every single item before it is placed into our warehouse to make sure that all odours are removed to the best of our abilities.

Once your online submission has been received, your photographs will be inspected by our Brand Luxury Experts specialising in the particular brand that you are selling. The item would still have to be viewed in person for final authentication and evaluation, once the offer has been accepted.

You will receive an offer from us within 72 hours (please allow for extra time over weekends and public holidays).

The following factors are taken into careful consideration when pricing an item: The condition of your item, demand, rarity and popularity of the item, the current retail price, current fashion trends as well as the inclusion/availability of accompanying documents and items such as the original receipt, original dust bags and packaging.

No.

No. At the moment, we only purchase inventory from individuals within South Africa.

We receive dozens of new items every single day and list them in chronological order of arrival at our Distribution Centre. Please allow for up to 2-3 weeks for our team to inspect, clean (if necessary) and photograph your item(s). It is our goal to show any item from its best side.

Unfortunately, this varies quite a bit. Some items sell within seconds with the full balance getting paid which allows us to pay you out within only a few days. Other items need a little while to find their new home, a customer might have to cancel at the end of the 60 days or an item gets returned; both scenarios will result in us relisting the item.

On your personal Dashboard you can keep track of all the items you’re selling with Luxity and their current status. And please rest assured that we strive to pay you out as quickly as possible.

If you’ve accepted one of our cash offers, you will get paid in the next payment run assuming you have completed the VAT form and updated your banking details on your personal Dashboard. We usually make payments on Mondays and Thursdays.

If your item is listed on consignment, we will contact you as soon as we’re ready to make the payment, i.e. as soon as your item has been sold, the full price has been received and the return window has closed. Then it’s just a matter of completing an e-document and making sure that your banking details are on your personal Dashboard before we can process your payment!

Please note: Payments will only be made via EFT into the banking details you’ve provided on your personal Dashboard. Luxity will never pay you in cash. The only alternative is if you request the available funds to be used as Store Credit at Luxity.

For security reasons, payments will only be made via EFT into the banking details you’ve provided on your personal Dashboard.

Kindly login to your personal Dashboard and complete your banking details under MY ACCOUNT -> EDIT PROFILE.

Your banking details along with all your other personal information are encrypted and nobody at Luxity can change them.

Luxity cannot be held responsible if a payment was made into the wrong account. Our accounts department simply pulls all information from your Dashboard and relies on this information to be accurate. In most cases, FNB will alert us that an account number is wrong and a member from our buying team will contact you. However, if the ‘wrong’ account exists and the payment goes through, Luxity will try to reverse the erroneous payment but cannot be held responsible should this fail. Furthermore, Luxity cannot be held liable to make another payment for the same item.

Therefore: please make very sure that the banking details you update on your Dashboard are the correct ones!

You can access your personal Dashboard here: https://app.luxity.co.uk/

N.B.: Your username is the email address you used to contact us and all your current or previous purchases and/or sales are linked to that username.

Your username is the email address you used to contact us.

In the event that you forgot your password, you can either use the ‘Forgot Password?’ function at https://app.luxity.co.uk/ or have an OTP sent to your cell phone.

You can simply access your personal Dashboard where you see all current and past orders. There, you will also be able to see an estimated date for your pay-out once an item has been reserved.