Returns and Refunds

Items purchased from our auctions, live shows, and various international locations, including but not limited to Japan, Singapore, the USA, Australia, and Canada, as well as from pop-up events and world tour locations, are considered final sale. This policy means that these items are ineligible for return or refund. We strive to provide detailed descriptions and images during our auctions and live shows to ensure customers can make informed decisions. Please also note that as we operate internationally, the delivery time-frame can be up to 14 working days.

London and Dubai Returns

Customers from our London and Dubai locations may only return stock sold from London or Dubai, and owned by us, within 14 days of receipt. Returns are subject to inspection and approval, no exceptions can be made for items that fall outside of the return period.

In-Store Purchases

Items purchased in-store are final sale and not eligible for refund. We may assist with an exchange at our discretion.

Click and Collect

Items for click and collect are not eligible for refund once they leave the premises. Please inspect the item before leaving, and we can assist with a refund or exchange if it complies with our policies.

International Sales

Items sold from locations such as Japan, Singapore, the USA, Australia, Canada, pop-up, world tour locations, etc., are considered final sale and are ineligible for return or refund.

Live Show Purchases

Items purchased during our live shows are final sale. We encourage customers to ask all necessary questions before making a purchase, ensuring they are fully informed.

Additional conditions

At Luxury Promise, we take pride in offering an exceptional selection of luxury items. However, please note that refunds, exchanges, or credit notes are not offered on any Hermès items, including bags, accessories, shoes, homeware, and fine jewellery. Additionally, jewellery for pierced ears is not eligible for refunds, exchanges, or credit notes.

Furthermore, special order items and products sourced via our personal shopping services are considered final sale. This includes any items sourced specifically for you through our personal shopping team. Custom-made orders, such as jewellery pieces, are also inellgible for return or refund. All sales of these items are final, and no refunds or exchanges can be processed.

As per our returns policy, we take up to seven working days to authenticate and process the returns back into stock. You will receive a notification once this process has been finalised. Please note, there is a 3% restocking fee in exceptional circumstances where an order has been cancelled or returned upon authorisation from Luxury Promise. Customers may also incur additional charges for Customs and Duties if applicable. These amounts will be deducted from your refund total.

 We appreciate your understanding and cooperation with our policies. If you have any questions or concerns, please don't hesitate to contact us at customercare@luxurypromise.com.