DOCUMENTATIONAll Handbags are supplied with a Luxury Promise authenticity card which means it has been authenticated by our expert team.
Some Handbags will be accompanied with the brands authenticity card as supplied at original point of sale.
Original purchase receipts are redacted in line with GDPR regulations. Particularly when purchasing high value items such as Hermes. When reselling these products, we ensure that we will use our discretion at all times.
Due to brands such as Hermes who have franchise stores. Please note some receipts will not show full information that you would expect when buying from the boutique directly. This is usually shown as a code for example.
CUSTOMS & IMPORT/EXPORTWhen shipping outside of the UK you will incur import duties and/or tax fees due to customs or other regulations. Luxury Promise are not liable for any charges, and these are to be borne by you, we do not have control over these. When returning an item for a repair there may be import fees if you are based outside of the UK. Please mark these as repair and return. If you wish to receive a refund for the item any fees/duties paid will unfortunately not be reimbursed.
SELL, SWAP OR CONSIGN WITH USWhen selling your item(s) with us you must send over details e.g brand, condition, reference numbers either via our online form on the website, social media, in person, WhatsApp or e-mail.
You will receive an initial quotation from us or a confirmed quotation from one of the buyers within 48 hours.
Information provide must be as accurate as possible. Whilst we can provide an initial quote in good faith, this is subject to change based on the information provided.
All quotes provided are subject to an inspection and these can be amended or revoked.
Should we provide a quotation amount in error due to an administrative or a system error we will remedy this as soon as possible and provide the correct quotation. We will not honour an incorrect quotation.
Please note that when selling jewellery and or accessories such as shoes or belts we will require the original proof of purchase receipt in order to proceed with the quotation.
Once proceeded you will need to send or drop in your item(s) to us for inspection, authentication and a final quotation/offer. When dropping in your item you will need to supply two forms of identification, one of which must be photographic such as a passport or driving licence.
Once the relevant checks are complete you will be issued with your final quotation/offer within 7-10 working days. Payments are made every Friday by BACS and can take up 2 working days to be received depending on your bank.
Should it transpire the item(s) are spurious, stolen or not your property we will withdraw the quotation/offer. If you have already received the funds you will be notified and must pay back the monies in full. If you swapped an item this must be returned as final settlement
When you ‘swap’ your bag with us in exchange for another these are classed as two separate transactions. If you wish to return an item purchased with a swap item your exchanged item does not have to be returned and we reserve the right to issue a full refund only.
REFUNDS & RETURNS
All Sales Final. This policy is offered in addition to your legal rights.
Purchases made online can be exchanged or refunded within 14 days of purchase should they not be as described, defective or it fails to preform as described.
The item(s) must be received back in the same condition it was received in.
All tags and labels must be intact, and the item should not show signs of wear/additional wear. Should the returns label be removed this will void the refund policy.
We do not cover the cost of your return, so please make sure you send the item back using a tracked and insured service with adequate packaging for transit.
You may return your item to either our London or Dubai office via post or in person. Returns can take up to 7 working days to process from when we receive them as they go through our authentication process.
Purchases made in store can be exchanged within 14 days, these will not be refunded.
If no exchange is made you will receive a credit note/voucher for the purchase price.
Please note, if you leave with your click and collect item no refund will be issued, and it will be at our discretion if we offer an exchange or Credit Note/Voucher within 14 days.
You may return your item to either our London or Dubai office via post or in person.
Exchanges or credit notes/voucher can take up to 7 working days to process from when we receive your return.
Returns can be sent to:
Luxury Promise, 62 South Molton Street, Mayfair, London, W1K 5SR, UK, Or Luxury Promise Dubai, 14th Floor, Boulevard Plaza Tower, Sheikh Mohammed bin Rashid Boulevard, Dubai, UAE.
If you sell to us or via our community (also known as consignment) returns or refunds are not offered.
Refunds, exchanges, or credit notes/vouchers are NOT offered on any Hermès items including bags, accessories, shoes, homeware, and fine jewellery. We do not offer refunds, exchanges, or credit notes /vouchers on jewellery for pierced ears. We also do not offer returns on special order items, and items sourced via our personal shopping services.
CREDIT NOTE / GIFT CARDWhen returning an item purchased in store you are able to exchange this within 14 days (this excludes all Hermès products). If there is no suitable exchange option a Credit Note/Gift Card will be issued. There is no expiry date for your Credit Note /Gift Card and it will be logged against your profile until used.
The Credit Note/Gift Card is for the original purchase price and can be used against any product in our stock.
Should the product purchased with the Credit Note /Gift Card be less than the original purchase price it was issued for no change will be given and another Credit Note/Gift Card for the difference will be issued. Should the product purchased with the Credit Note/Gift Card be a higher value than the original purchase price it was issued for, you will be required to pay the outstanding balance.
Should you return an item purchased using a Credit Note/Gift Card another will be issued
Sales sold to customer outside the United Kingdom will clear bank accounts at the prevailing exchange rate at the time purchased. Prices other than GBP mentioned on our shows are estimates indicative of the charge you will see for the payment in your home currency, but are not guaranteed.
Please understand that fluctuations in exchange rates are beyond Luxury Promise’s control. You also may incur international transaction fees from your bank or credit card provider which are out of our control. However, we always offer our customers benefits where we can and often cover customs charges for orders placed on our live shows (provided the host has specified this benefit available in the show).
In this regard, Luxury Promise cannot be held responsible for any foreign exchange losses occurring if you decide to return an item to us. Our non-UK customers accept this risk when they purchase from us as a UK based company.