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AUTHENTICATED NEW & PRE-OWNED LUXURY ITEMS

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Frequently asked questions

looking to buy?

Are all the items sold on The Luxury Closet authentic?

The Luxury Closet employs authenticity experts who perform thorough inspection of each and every item, making sure of their authenticity. Learn more about our authenticity guarantee HERE.

Do the items on sale come with an authenticity card or certificates?

Since most of the items on the site are given to us by individuals who want to see their items, the availability of an authenticity card or certificate differs from one item to the next. Whether or not an item comes with an authenticity card or certificate is stated in the description section of each item.

Are all the items on The Luxury Closet used?

The majority of the items on The Luxury Closet are pre-owned.

What condition are the items sold on The Luxury Closet in?

The items are in varying conditions from new to well used. The condition of each item is clearly stated in the description section of each item.

New:The item is in mint condition, and has never been used.

Like New:The item has minuscule, and unnoticeable signs of use.

Gently Used:The item has noticeable but minor signs of use.

Well Used:The item has several highly noticeable signs of use.

Does The Luxury Closet have a physical store that I can visit?

No, The Luxury Closet is an online store.

Can I visit The Luxury Closet office and see an item before I purchase it?

Yes. However, not all of our items are stored at our office in Dubai. You can schedule an appointment with us beforehand so that we can prepare your items for viewing.

Contact us at

+971 800 589

info@theluxurycloset.com

Our address: Office 901, API Trio Office Tower, Novotel Dubai, Al Barsha 1, Sheikh Zayed Road, Dubai, U.A.E.

Does The Luxury Closet have a seasonal sale?

All the items on The Luxury Closet are already discounted. We also make further reductions, which can be found HERE.

How can I pay for my purchase(s)?

We accept payments online using Visa and MasterCard credit/debit card, cash on delivery (for U.A.E customers only), cash on location (at our office in Dubai, U.A.E)، PayPal and bank transfer in AED, USD, QAR, KWD, INR, BHD, and SAR. Cash On Delivery payment option is also available for Saudi Arabia, Bahrain and Kuwait for orders less than 800 USD

An additional fee for the Cash on Delivery service of 30 AED in the United Arab Emirates is applied.

Can I buy an item by paying in installments?

The Luxury Closet allows you to buy in installments over time. It will be sent to you after the full payment has been completed. Learn more about our installments option

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looking to sell?

Does The Luxury Closet purchase my item from me directly?

The Luxury Closet uses a consignment method of selling which means that we pay you after the item has sold.

The Luxury Closet charges commission depending on the selling price of an item. You would be receiving the below percentages:

65% for the first 1000 USD

70% between 1000 USD and 5000 USD

75% above 5000 USD

80% on selected items*

Please Note:We combine the commission structure depending on the sale price ie.

If sale price is $1500, you get 65% for the first $1000 ($650) and 70% for the balance $500 ($350). Your total payout would be $1000.

*Please do not hesitate to get in touch with us through email at info@theluxurycloset.com, over the phone at 800 589 or on our live chat for further details on the selected items

Who will decide the selling price of my item?

The Luxury Closet team will provide you with a quotation range for your item. This range is arrived at after researching the estimated retail price of the item, and its resale value. We also consider the condition of the item, and how popular and ‘in style’ the item is. You may choose your payout from within this range. The final selling price of the item depends on the payout selected by you.

How long will it take to sell my item?

The speed at which your item sells depends on its brand, style, condition and price. Some styles are quick to fly off the shelves, while others take a bit more time. To sell your item quickly, choose a lower payout. Otherwise choose a higher payout.

Does The Luxury Closet keep my item or do I?

The Luxury Closet keeps your item for the purpose of maintaining its condition and quick delivery.

How long will the Luxury Closet keep my item?

The Luxury Closet will keep your item for a minimum of 90 days. You may choose to end the agreement at any point subject to a 10-day notice period before an item can be returned. However, shipping fees will be charged if you wish to return your item before the 90 days period.

Where will the the Luxury Closet keep my item?

We keep your item in-house, in our secure and temperature controlled facility.

Does the Luxury Closet accept any/all items?

No. The Luxury Closet reserves the right to reject items that are inauthentic, or are not in sellable condition.

What happens if my items are not accepted?

For items that are not accepted, the Luxury Closet will contact you to arrange a return. If the Luxury Closet is unable to establish contact with you for 3 months, the item will be donated to charity.

In the case of inauthentic items, The Luxury Closet will charge an authentication fee of AED100 per item at the time of return.

The Luxury Closet will not bear the charges nor arrangement for shipping back inauthentic or unsaleable items for sellers residing outside the UAE.

Does The Luxury Closet offer pick-up services?

Yes, the Luxury Closet offers a free pick up service for all customers within the GCC.

When will I receive payment after my item has sold?

You will be paid 10 days after your item has sold and we have received full payment for it. For orders paid in installments, you will receive your payout once the buyer has paid the first installment.

How will I be paid after my item has sold?

The Luxury Closet pays sellers either through cheque, PayPal or bank transfer.

How do I sell my item at the Luxury Closet?

Selling your item with The Luxury Closet is very easy!

1. Register/login

2. Fill in the Item Submission Form

3. You will receive a quotation from the Luxury Closet team and approve your final payout

4. Send your item to us – In the GCC we will collect the item from you free of charge

5. We do the rest (We will authenticate, professionaly photograph and upload your item to the site within 2-3 weeks)

Please Note:In the event that the shoes are determined to be in a ‘Like New’ or ‘Gently Used’ condition while performing quality check, your shoes will be submitted to our third party cleaners. The cleaners will be responsible for cleaning the sole, insole and disinfecting the item as well. For this service, we are charging sellers AED 15/- only for each item submitted. This amount will be deducted all at once for all the pairs, from your selected payouts, once one item manages to sell.

How do I send my item to The Luxury Closet?

The Luxury Closet offers a free pick-up for your items within the G.C.C., via our trusted courier, Aramex. For customers outside of the G.C.C, please securely package your items and send them to our address:

Office 901

API Trio Tower (Novotel Dubai Al Barsha)

PO BOX 502626

Dubai, U.A.E

How will I know if you’ve received my items?

The Luxury Closet Customer Care team will send you an e-mail as soon as we receive your item.

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Your account

How do I change or reset my password?

If you have lost your password, you can reset it on your My Profile page.

What features do I have access to after I create an account?

Creating an account allows you to access:

-all the latest items in the ‘What’s New’ section

-all the further discounted items in the ‘Sale’ section

It also allows you to:

-Purchase items in installments

-Create a wishlist to save all your favourite items in one place

-Create custom notifications to receive alerts for items that you want

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Delivery

How can I track my order?

You will receive an email as soon as your item ships. The email will enclose a tracking number and the name of our courier, which you can use to track your order. For UAE customers, the courier company will call you to schedule the delivery of your item(s).

What are the shipping fees?

The shipping fees vary with your location.

UAE: $14 USD or 50 AED

MENA: $25 USD*

Other: $50 USD*

*You’ll be charged $14 USD extra for each item if you order more than one

Please Note:Regulations may prohibit importation of items made with exotic materials.

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returns & cancellation

Can I cancel my order?

You can cancel your order any time prior to its shipment by reaching us on +971 800 589, info@theluxurycloset.com or the Live Chat.

Does The Luxury Closet have a returns policy?

If you are unsatisfied with your item, you may return it within 3 days of receipt for a full refund, excluding the shipping fees.

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contact us

How can I contact The Luxury Closet?

Contact our customer care team by:

Live Chat (on our website)

Telephone: +971 800 589

Email: info@theluxurycloset.com

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