Frequently Asked Questions

  • How do you ship and is it free?

    For our customers in Australia, shipping is completely FREE. We ship via courier, which is fully trackable and insured.

    We will dispatch your order by the end of the next business day and send you a shipping confirmation email with the courier tracking details. Our courier can only deliver to business or home addresses and not to post office boxes or parcel lockers. Your parcel must be signed for at the time of delivery and if no-one is home, our courier will leave a card with re-delivery details.

    International purchases are shipped via Australia Post and we charge a flat shipping fee of $55.00. Buyers are also responsible for any customs charges, taxes or duties applicable. Returns are not available on international purchases.

  • Can I return an item?

    We offer 14 day returns for all purchases within Australia – we even pay for the return courier shipping. The item must be unused and our tag remain attached in order to make a return.

    A full refund will be issued for all returned items, excluding layby orders – for returns of LAYBY orders a service fee of 10% of the price will apply. We recommend that if there is the chance of a return, that you purchase the item outright (ie. not using layby) to ensure you can return for free.

    To return an item, simply email us at enquiries@luxeitfwd.com.au quoting your order number, 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 item back to us. Once received and inspected, we will refund you via your original method of payment.

    Returns are only available for Australian purchases, not on international orders. Full conditions regarding returns can be found in our terms and conditions.

  • What payment options do you accept?

    We offer the payment options of:

    See our zipPay & Afterpay page and lay-by page for full details as to how they work.

  • 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 be guaranteed authenticity?
    See our Authenticity page for full details on our guarantee of authenticity.
  • How do I sell or consign my bag, shoes or jewellery?
    Please see our Sell page to get a free quote and for full details of how to sell or consign your luxury handbag, shoes or jewellery.
  • 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.
  • 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.
  • 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.

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