Custom duties and taxes

All items are shipped from the UK, Dubai, USA or Singapore and may be subject to local import taxes or custom duties. Luxury Promise provides DHL with all required shipping information upon dispatch, and any additional duties or taxes will be calculated by DHL and payment will be taken at time of delivery.

Luxury Promise is not liable for delays in orders because of custom clearance issues at destination.

Processing time

All items are shipped via our trusted partner DHL. For UK shipments, we offer a Next Day service (except weekends). Items shipping to anywhere else in the world will arrive within 7-10 workings days, subject to any required customs clearance, see below.*

Delivery exceptions

The placement of an order does not guarantee delivery of an item.

Luxury Promise makes every effort to maintain live product listings. In the rare event that we are unable to successfully deliver items due to a mismatch in live inventory, Luxury Promise will cancel the order and make a full refund.

Local regulations may also prohibit import of items made with exotic materials.

For further information, please check out our Terms and Conditions

Payments

Currency

All our transactions are in GBP, any other currencies quoted on our site are for guidance only.

Credit card payments

We accept payments from all major credit cards (including American Express). The cards are charged via our secure payment partners; Stripe, PayPal and Authorize.net for the order value, plus shipping. Credit card companies may apply additional charges such as currency fees for international purchases.

In Store Pickup

At the checkout, you may be offered the choice to collect your item(s) in store. This option is free.

The item(s) will be available to collect from the location where it is housed (either London or Dubai.) If you have multiple items in your order that are housed in different locations, the Pickup option won't appear. 

Please check you are able to get to the location if you wish to collect.

If you wish to Pickup, select the option at the checkout. You will receive an email confirmation once your order is placed, then another email once it is ready to collect. Your order should be ready to collect 2 hours after placing it (store opening times apply) but please wait for confirmation it's ready to collect before arriving. 

To collect your order you will need to show your confirmation email, and a form of ID (passport, driver's licence, or bank card.) You will need photo ID to collect a Hermès item.

You will receive another email once you have collected your order as confirmation.

Contact information

For any further shipping questions, please contact customercare@luxurypromise.com 

Or you can write to us at: Luxury Promise London, 28 Cavendish Square, London, W1G0PW, UK or Luxury Promise Dubai, BC1B1 G08 Dubai Commercity, Business Cluster, Building 1, G08, Dubai, United Arab Emirates

At Luxury Promise, we want you to buy, sell or swap your bags with confidence, so we offer a complimentary 12-month limited warranty on stitching, on all bags.

How it works?

If you've purchased a bag from Luxury Promise within the last 12 months and the stitching has come loose, please let us know. Email us at customercare@luxurypromise.com with the subject heading "Warranty and your order number" (which you'll find on your email invoice) and then we'll guide you through the next steps. In most cases, we’ll ask you to send us the bag, we’ll repair it and it’ll be restored to the same condition in which you bought it.*

*Please note that we offer a warranty on bags only. The customer is responsible for sending in the bag for repair. Our limited warranty does not cover pre-existing signs of wear-and-tear.