Frequently Asked Questions
A little clarity before your next discovery.
Find answers to common questions about shopping, selling, delivery, and after-sales support at The Luxury Store.
What does The Luxury Store sell?
We offer a curated selection of new, renewed, and pre-owned luxury goods, sourced through trusted vendors, including authorised suppliers, and through our marketplace.
What does “renewed” mean?
A renewed piece is a previously owned item that has undergone work such as cleaning, servicing, polishing, repair, or restoration.
Renewed does not automatically mean like new or manufacturer-refurbished. Read the individual listing for its condition and any disclosed work.
How can I learn about a product’s authenticity?
Review the listing for available provenance, documentation, and authentication information. Contact us before purchasing if you would like clarification or details of any assessment available for a particular piece.
Visit our Authenticity & Verification page for more information.
Do products come with original boxes and papers?
Only where stated in the product listing. Original boxes, certificates, warranty cards, receipts, and accessories vary by item and are not implied by its condition grade.
How do I understand a pre-owned item’s condition?
Read the product description and photographs alongside our Pre-Owned Condition Guide. Contact us if you would like clarification about wear, restoration, or included accessories.
Can I request more photographs or product information?
Yes. Send us the product name or link and tell us which details you would like to see. Our team will assist with additional information or images where available.
Can I sell my luxury goods to The Luxury Store?
Yes. We offer competitive purchase offers and instant cash for eligible items once assessment is complete and an offer has been accepted.
To begin, share the brand, model, condition, clear photographs, and details of any original packaging or documentation through our Contact Us page.
Where do you deliver?
We deliver across the United States, Canada, New Zealand, and throughout Europe. Availability may depend on the item and delivery address.
For other destinations, contact us before ordering.
How long will my order take to arrive?
Orders are normally prepared within 1 business day after payment confirmation and completion of necessary order checks.
Estimated delivery times from dispatch are:
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Standard delivery: 5–15 days.
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Express delivery: 3–7 days.
Processing time is additional. Some items may require extra preparation, and customs clearance or carrier delays can affect arrival times.
How much does shipping cost?
Available shipping methods and charges are displayed at checkout before you complete your purchase.
Is my shipment insured and discreetly packaged?
Yes. All shipments are insured as standard and packed discreetly with protective packaging and air-filled cushioning.
A signature may be required, particularly for certain international deliveries. Applicable requirements will be communicated before delivery.
How can I track my order?
After dispatch, your tracking number will be available on our website, in our app, and by email.
You can also track your parcel through the relevant carrier’s website. Tracking updates may take time to appear after the carrier receives your shipment.
Will my items arrive together?
Orders containing multiple items may arrive in separate shipments, each with its own tracking information.
How are international duties and taxes handled?
Applicable duties and taxes are calculated at checkout. Our team coordinates customs-related shipping arrangements, although customs authorities may require additional information or processing time.
Can I change my delivery address?
Contact us promptly with your order number. Address changes are subject to confirmation and may not be possible once your order has entered dispatch.
Can I cancel my order?
Yes. You may cancel at any time before delivery, with no reason required and no questions asked.
If your order has already been dispatched, our team will coordinate its interception or return. Once it has been delivered, our return policy applies.
What is your return policy?
You may request a return for eligible items within 30 days of delivery. Approved returns must be dispatched within 7 days of approval.
Items must be returned in the condition received, with all supplied accessories, documentation, certificates, and original packaging.
Auction purchases are excluded from our voluntary 30-day return policy. This does not affect applicable statutory rights.
Do I have to pay for return shipping?
We provide a prepaid return shipping label for approved returns. Contact us for approval and instructions before sending your item.
When will I receive my refund?
Following inspection and approval, we issue your refund to the original payment method within 24 hours.
Approved refunds include the full amount paid for the returned item, its original shipping charges, and associated charges collected by The Luxury Store. Your payment provider may take additional time to display the funds.
Do you offer exchanges?
Yes. Exchanges are arranged exclusively through our concierge service, subject to availability. Contact us with your order number and the piece you would like instead.
Does the same return policy apply to marketplace purchases?
Yes. Marketplace purchases follow the same return and refund policy, including the exclusion for auction purchases. Our team will provide the appropriate return instructions.
What if my order is damaged, incorrect, or not as described?
Contact us promptly with your order number, details of the issue, and clear photographs where possible.
Retain the item, packaging, and accompanying documentation while we investigate. If you have an authenticity concern, include any supporting information.
What if my delivery is delayed or missing?
Contact us with your order number and tracking details. Our team personally monitors shipments and follows up on delivery issues until your order reaches you or an alternative resolution is arranged.
Do products include a warranty?
Warranty availability and coverage depend on the individual item. Review the listing or contact us to confirm whether coverage applies, who provides it, and its terms.
Still have a question?
Visit our Contact Us page for personal assistance. Include your product link or order number so we can help efficiently.