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    FAQs

     

     

    About Us

     

    Who are we?

     

    Based out of Dubai and founded in 2011, The Luxury Closet is a leading online boutique for buying and selling new and pre-loved luxury items like handbags, clothes, watches and jewelry. With more than 25,000+ unique items as part of our selection, we feature top luxury brands such as Hermès, Louis Vuitton, Chanel, Van Cleef and Arpels, Cartier, Rolex, and more. We accept items and deliver globally.

     

    How do we work?

     

    The Luxury Closet is a platform that makes it possible for our customers to buy as well as sell their pre-loved luxury pieces with us. Create your account from top right corner of the website and get started.

     

    My Account

     

    How do I register/ sign up?

     

    Enjoy a truly personalized experience without the hassle of entering your details every time you shop from our site/app. Sign up is very easy. Visit our homepage, click on register on the top right corner and enter your email and other details required. Thereafter, you can shop/sell simply by Logging into your account. You may also choose to register using your Google or Facebook account.

     

    How can I change my email address?

     

    Kindly note that we do not encourage change of the Email address on an existing account due to security reasons. However, we do have a process to assist you if you do not wish to continue with the existing email at all. We will require a letter from you requesting the email change (showing both new and old email ID) which is signed by you and scanned and emailed to us along with a copy of your ID showing the matching signature.

     

    How can I change my account password?

     

    Please note that only you may change your password in the interest of security of your account. You may kindly follow these steps, mentioned below, in order to change the password:

    • Go to: https://theluxurycloset.com/

    • Click on Login on the Top Right Corner of the Page

    • Click on Forgot Password Tab (in front of Login Tab)

    • Enter your registered email and Confirm

    • You shall receive an email with a link to RESET your Password and you may create a New Password of your choice.

     

    I have a problem logging in?

     

    We regret the inconvenience caused during the login process. It could be an error due to Network Conjunction. You may wish to try logging in on another device/network or after clearing the browser history as it may work.

     

    Should you still face the issue, you may kindly advise on the following specifications so we may look for an immediate resolution to the issue:

     

    Your Device: Computer, Mobile or Tablet:

     

    Operating System: Windows, Mac, iOS or Android:

     

    Browser: Google Chrome, Internet Explorer, Safari or Firefox:

     

    Please write to us with the aforementioned information at: [email protected]

     

    How can I add or edit my address on the profile?

     

    You may log in to My Profile at the top right corner on the Homepage and do the required. Click on update to complete the process.

     

    How do I verify my phone number?

     

    In order to verify your phone number, click on the verify button and enter the verification code sent on the provided number. Enter the code and click on verify to complete the process.

     

    I am unable to verify my phone number?

     

    In case you have issues during the verification process, feel free to drop us a mail at [email protected] or contact our customer support team for further help and we shall be happy to assist you.

     

    Can I edit my phone number?

     

    You may kindly write to us, at: [email protected], to edit/update your phone number on the profile. Our team shall be happy to manually save the changes on your profile.

     

    I am unable to access my account?

     

    In order to log in again, please ensure that all the information on your account is correct. However, it could also be an error due to Network Conjunction. You may wish to try accessing your account on another device/network or after clearing the browser history as it may work.

     

    Should you still face the issue, you may kindly advise on the following specifications so we may look for an immediate resolution to the issue:

     

    Your Device: Computer, Mobile or Tablet:

     

    Operating System: Windows, Mac, iOS or Android:

     

    Browser: Google Chrome, Internet Explorer, Safari or Firefox:

     

    Please write to us with the aforementioned information at: [email protected]

     

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

     

    After you become a registered user with us, you are able to Buy/Sell with us. You may use your own account to manage your Items and Orders with us through ‘My Items’ and ‘My Purchases’ page respectively.

     

    My Orders

     

    Where is my Order?

     

    To understand the history of your orders, you should log in to your account, click on My Purchases where you can access the list of Ongoing orders, Completed orders, Cancelled orders and Returned orders.

     

    How can I check if you deliver to my Country?

     

    You may check the country at the top left corner of the website before checkout. The information is also shown on the individual item page under ‘Shipping & Payment Options.’

     

    How are orders delivered to me?

     

    We have partnered with several delivery partners for delivery in GCC and rest of the world.

     

    How can I get my order delivered faster?

     

    Not all items can qualify for fast delivery. However, we can expedite the process for certain items under special circumstances. You may reach out to us our customer support team via Phone, LiveChat or email ([email protected]) to place your request.

     

    How do I track my order?

     

    You may track your order under My Purchases in your account. Please track your orders from The “Ongoing Orders” tab which will show a list of orders that are under process.

     

    Can I change my address after an order is shipped?

     

    It is pretty unlikely to change the delivery address post the order is shipped. You may reach out to our Customer Support Team via email ([email protected]) to check on the possibility as an exception.

     

    How can I get the item gift wrapped?

     

    We can accommodate gift wrap requests within the UAE, please reach out to our Customer Support Team via email ([email protected]) to put in a preference for Gift Wrap. International Orders do not qualify for Gift Wrapping.

     

    Can I change my payment method?

     

    We do not entertain the change of payment method under any circumstances.

     

    I have received the wrong item, how do I cancel?

     

    If you have received the wrong order, you may log in to My Account, click on My Purchases, go to Completed Orders tab to find your order and proceed with the cancellation and return. Alternatively, please reach out to our customer support team via Phone, LiveChat or email ([email protected]) to report the same so it is resolved on priority.

     

    I have received incomplete order, how do I complaint?

     

    In a rare scenario, if you have received an incomplete order, please reach out to our customer support team via Phone, LiveChat or email ([email protected]) to report the same so it is resolved on priority.

     

    I have received an inauthentic item, how do I complaint?

     

    The Luxury Closet pledges by 100% authenticity and each item with us is covered with a lifetime guarantee. In a rare scenario, if you feel an item is inauthentic, you may return the item and claim a 100% refund. Please reach out to our customer support team via Phone, LiveChat or email ([email protected]) to report the same so it is resolved on priority.

     

    How do I cancel my Order?

     

    If you are unsatisfied with your purchase and wish to cancel it, you may log in to My Account, click on My Purchases and proceed with the cancellation request. You may also reach out to our Customer Support team via Phone, LiveChat or email ([email protected]) with your request.

     

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

     

    Orders can be held at customs for requirement of Duties Levied and/or some additional documents. Buyer bears the responsibility for clearing the Duties, if any, and 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 ([email protected]) to seek assistance.

     

    Can I exchange my order with another item?

     

    We do not encourage exchange of items under any circumstances. You may return a purchase to get a refund and place a separate order for the other piece(s) you like.

     

    Are all the items sold on the website Authentic?

    The Luxury Closet pledges by 100% authenticity. Our team of experts evaluate 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. Know more about our authenticity policy here.

     

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

     

    We sell items in varying conditions namely New, Like New, Gently Used, Well Used. You can check the condition of the item in the individual item page.

     

    Do you have a physical store where I can come?

     

    Yes. We have a Pop-Up store where you can walk-in for a personal shopping experience and browse over an assortment of best selling luxe items. However, not all of our items are stored at our Pop-Up Store in Dubai. Should you wish to see something specific, we suggest you place an Order with the 'Pick-Up' option instead of delivery which means you can yourself take a look at the product and pick it up from our Store. You will be notified once your order is ready for collection.

     

    We are located at: 901, API Trio Office Tower, Novotel, Al Barsha, Dubai.

     

    Please find our business hours below for your kind reference:

     

    • Sun-Thurs: 9 am-8 pm

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