Frequently Asked Questions

  • Are there any shipping fees?

    For our customers in Australia, shipping is completely free of charge.

    We also ship to international customers all over the world and we charge a flat shipping fee of $55.00 for international purchases.

    Please note that international customers will be responsible for paying all customs duties, taxes and charges (if any) for receiving our shipment into their country and must comply with any importing procedures or laws of their country.

  • What method of shipping do you use? How quickly will I receive my purchase?
    Place your order by 5pm (Brisbane time) and we will dispatch your lovely handbag shipment by the end of the following business day. Shipment within Australia will most often be via courier, except for particularly regional areas which may be shipped through Australia Post. We ship from Brisbane and you should expect to receive your purchase within the following timeframes, if not sooner:
    • Brisbane: 2-3 business days
    • Sydney: 3-4 business days
    • Melbourne: 3-4 business days
    • Adelaide: 4-5 business days
    • Perth: 4-5 business days
    • Regional areas of the east coast of Australia: 4-5 business days
    • Other regional areas within Australia: 4-7 business days
    For international purchases, we use international post and the delivery times will depend on the location of your country relative to Australia and also your country's import processing times.
  • How do I layby a bag and what are your layby terms?
    For full details on our flexible and easy layby options, see our laybys page
  • How can I track my order?
    Once your order is shipped, we will send you a confirmation email containing your shipping tracking number and details on how you can track your order online.
  • Do I or someone else need to sign for my package? What if I am not home at the time of delivery?
    Yes, yourself or someone else must be at your specified address at the time of delivery and must sign for your purchase.
    If there is no-one present at your specified address at the time of delivery, then a card will be left at your address and you will need to contact our courier to arrange collection of your purchase (for deliveries to metropolitan areas) or attend at your designated Australia Post branch for collection (for deliveries to regional areas).
  • Is my package insured during shipping?
    Yes, your package is insured whilst in transit to you until the time at which you take delivery of your package.
    In the event that you consider your package has been damaged during transit, it is imperative that you contact us immediately.
  • What is your returns/refunds policy?
    Had a change of heart? No problems. You can return your handbag within 14 days of receipt provided that the handbag is unused and our tag remains attached. (Please note that returns are for our Australian customers only). We will even cover the cost of shipping via either our nominated courier or Australia Post.
    If you wish to make a return, then simply email us at quoting your order number to let us know, which must be done by 5pm on the last day of the 14 day returns period. We will then provide you with directions for shipping the handbag back to us. (Please note that returns are for Australia customers only and no returns are available on international purchases).
    Once your handbag is received by us, we will refund the purchase price to you as soon as possible via the original method of payment.
    Please note that to avoid potential swapping scams and maintain our reputation of authenticity, we must thoroughly inspect the handbag received against our detailed condition report (which we compile prior to listing the handbag for sale) and also have our authenticators verify the handbag. Therefore it may take 1 week for us to refund your payment upon receiving the returned handbag, although we always endeavour to undertake that process as quickly as possible. Further conditions regarding returns can be found in our terms and conditions
  • How can I be guaranteed authenticity?
    See our Authenticity page for full details on our guarantee of authenticity.
  • Do handbags come with dustbags or receipts?
    If the original designer dust bag and/or receipt for a handbag is included with the purchase, then this will be included in the handbag description on the product page. For our handbags without the original designer dust bag, we include one of our Luxe.It.Fwd dust bags complimentary with your purchase.
    Please note that it is more common than not that the previous owners of our handbags choose not to or forget to keep their dust bag or original receipt. Simply because these may not be included with a handbag is not an indicator of inauthenticity or otherwise. (See here for more on our Authenticity Guarantee).
  • How do you determine your prices?
    The price of a handbag is determined based upon the market value of like handbags.
    Factors such as the popularity, rarity and condition of a handbag will significantly impact on that particular handbag’s assessed price.
  • Do you negotiate regarding your prices?
    We take great efforts to set our prices carefully and fairly based upon the market value of the handbag.
    We do not consider any offers for the purchase of handbags that are less than the listed selling price.
  • How can I pay for my purchase?
    We accept PayPal, Visa card or MasterCard.
  • Do I need an account to purchase?
    You have the option of creating an account or checking out as a guest. If you create an account, this will mean that your key details will be saved and you will save the time in having to enter these for subsequent purchases.
  • Forgotten password for account?
    Click here and follow the instructions to re-set your password.
  • Consign or Sell to Us
    Please see our Consign or Sell to Us page for all queries on consigning or selling outright to us.
  • If you have any queries that are not listed above, then please contact us and we would be more than happy to assist.

    If you have any queries that are not listed above, then please contact us and we would be more than happy to assist.