Re-lovedluxury | Frequently Asked Questions

Who are we?

Headquartered in Dubai with stores in Dubai and Bahrain, Reloved Luxury is a leading online and physical store boutique for buying and selling new and used luxury items like handbags, fine jewelry, watches, and accessories. With thousands of unique items as part of our collection, we feature top luxury brands such as Hermès, Louis Vuitton, Chanel, Van Cleef and Arpels, Cartier, Rolex, and more. With our global reach, we accept consignments and deliver orders globally.

 

How do we work?

We buy and sell pre-loved luxury pieces. Sellers consign their items with us for up to 90 days and we do our best to sell them. Once items are sold, we pay the sellers very quickly. Please click here to register and start your buying/selling journey with us.

 

How do I register/ sign up?

The registration process is quick and easy. Click here to register in a couple of steps or, you may click on the Login button on the top right corner on your screen and enter the required details.

 

How can I change my email address?

For security reasons, you can’t change of email address of an existing account.
In case your registered email address is no longer active or not in use, we you are kindly requested to create a new account with your preferred email and use it for all future transactions.

How can I change my account password?

In order to change the password, kindly follow the below-mentioned steps:

• Go to Login page and click on Forget password
• Enter your registered email and Confirm
• Create your new password
• Login
  
   

How can I add or edit my address, phone number, and other personal details on the profile?

In order to edit the profile, kindly follow the below-mentioned steps:

• Login and click on settings and 
• Edit and change the required information
• Click on Save
  
   

Where can I see my orders?

Login and go to Settings and then click on Orders, you will see all the items you have purchased from Reloved Luxury. You will also receive an email after every purchase order is completed.

 

How can I check if you deliver to my country?

We ship to almost all the countries across the globe. To view the list of countries, click on Country in the Checkout page.

 

How are orders delivered to me?

All international orders are shipped with one of the leading courier services such as DHL, Fedex, UPS, and Aramex. For domestic deliveries within UAE and Bahrain, we use well known last mile delivery service providers.

 

Can I change my address after an order is shipped?

You will need to contact us on +971562757795 or +97336924141.

 

How do I cancel my order?

Once order is placed and paid, order cannot be canceled and refunded unless it’s proven to be damaged item.

 

I have a complaint regarding my purchase, how do I register it?

Please be assured that customer satisfaction is our highest priority. For any complaints, you may reach out to the Customer Support team at info@re-lovedluxury.com.

I have received an inauthentic item. How do I raise a complaint?

Reloved Luxury guarantees 100% authenticity and each item with us is covered with a lifetime guarantee. In a rare scenario, if you feel an item is inauthentic, please reach out to our Customer Support team via Phone, LiveChat or email info@re-lovedluxury.com. to report the same so it is resolved on priority. We would be happy to accept the item for a full refund if the item is proven to be inauthentic.

 

What to do if my order is on hold at Customs?

Orders can be held at Customs for the requirement of Duties Levied and/or some additional documents. Buyer bears the responsibility for clearing the Duties, if any, and must provide the courier with necessary documents. You may connect with the courier or reach out to our Customer Support team via Phone, LiveChat or email info@re-lovedluxury.com to seek assistance.

 

Are all the items sold on the website authentic?

Reloved Luxury guarantees 100% authenticity with money-back guarantee. Our team of experts evaluates each item based on the combination of hallmarks, hardware, stitching, symmetry, material, craftsmanship, stamping, codes, hologram stickers, and packaging. With us, you can always be confident that you are purchasing a genuine luxury item. If you want to know more about our authentication process, please click here.

 

How to find the condition of the items? Are all the items on Reloved Luxury used?

We sell used and used items. To confirm the condition of an item, please visit the item page and view the condition section which explains the condition in full details. 

 

Do you have a physical store I can visit?

Yes, we do have 2 physical stores. One is in Dubai at Wafi Mall close to Paul Café and one in Bahrain at Nakheel Center in Saar opposite St. Christopher School. You can see exact location, driving directions, and working hours in Contact us page.  Free parking is available in both locations.

 

How to place an order?

Placing an order with us is quick and easy. You can either buy and pay online or visit and buy from our stores in Dubai and Bahrain. You can also request VIP shopping service in Bahrain and Dubai where you can shortlist a maximum of 5 items from the website and we will bring them to your house for you to choose and pay.

 

What are the modes of payment?

We have a wider range of easy and secure payment methods including Credit Card, Debit Card, PayPal, Apply Pay, Cash on Delivery (COD) in Dubai & Bahrain, and Benefitpay App (in Bahrain only).

 

Where do I apply and use the Discount Code?

The discount voucher can be applied during checkout or in store in Dubai and Bahrain. 

 

How do I change the currency?

Local currency will be automatically shown based on your location IP address. You can change the currency manually if you wish.

 

Do I need to pay Customs Duties?

Customs & Duties are to be borne by the customer at the time of clearance when the items reach destination. You will be contacted by the courier company to make the payment.

 

Can I buy on Installments?

Yes, you can buy with Tabby over 4 monthly installments if the order value is up to AED 6000. Tabby is available for customers in UAE, Saudi Arabia, Bahrain, Qatar, and Kuwait. To buy with Tabby, you just need to have a local mobile number in any of these 5 countries and a valid debit or credit card. We will send you a payment link and you can follow the process which takes less than 1 minute. Tabby will approve or reject the transaction instantly. If approved, you can pick up the item from the store or we ship it to you. You can also use our in-house layaway program if the order value is above AED 6,000, which also be divided over 4 equal monthly installments. The item will remain with Reloved Luxury until all installments are paid.

 

Can I see before buying?

Yes, you can visit our stores in Dubai and Bahrain to see the items you like before paying for them. You can find full address, timing, and location details in Contact Us page. You can also request VIP shopping service in Bahrain and Dubai where you can shortlist a maximum of 5 items from the website and we will bring them to your house for you to choose and pay.

 

How do I sell my item(s) at Reloved Luxury?

Please submit your items through Sell Now page on our website. We will review them and send you a quotation for the items we accept. 

 

What are the brands/categories I can sell?

We accept bags, fine jewelry, watches, and accessories from all the major and popular luxury Brands listed on Designers page on our website. 

 

What is a Consignment period?

A consignment period is up to 90 days. On case by case basis, we can do a shorter period.

 

Can I get my items back before the Consignment period is over?

Yes, once the consignment period is over, you will get an email from us asking you to collect your item or if you choose to extend the period and/or lower the consignment payout to move the item quickly, you can tell us and we act accordingly.

 

Is VAT covered in the price?

VAT is included in the price displayed on product page. 

 

Why would an item be rejected? 

Fake, bad smell, or damaged and bad condition are among the key reasons why we reject items.

 

I am unhappy with the selling quotation, how do I get it corrected?

Our team shall send you the quotation offer based on a number of factors including condition, model, color, age, inclusions, and market demand. There could be some room for improvement in the consignment offer on case by case basis but not much because in the business of luxury resale, buyers are looking for good deals and items won’t move if they expensive.

Is my item safe during assessment and storage?

The safety of your asset is our top priority. We have made every effort to ensure that an experienced technician handles your item. Plus, your item will never leave your presence, so you can be sure it is in good hands. If items are left on consignment, we use a private company that is fully insured to hold high-end luxury items within their vault.

If I buy items from you, can someone else collect it for me?

Yes, we will need your ID’s plus the person’s ID that is collecting on your behalf, we will also need an email confirming that you are happy for the person to collect, someone may call you to confirm once the person arrives to make sure you are still happy for them to collect. 

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Enjoy Your Shopping Experience!