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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]xurycloset.com) 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

  • Saturday: 10 am-8 pm

  • Friday: Closed

*Free valet parking available for customers at Novotel entrance

How to place an Order?

 

For placing an order, you may go to the individual item page, click on Add To Shopping Cart. This lands you to the cart where you can review your order. Next, click on Continue to Checkout and then fill-in the required details, select the payment method to complete your order.

 

I am unable to place an Order?

 

Please ensure you fill the correct details to make a successful order. However, if you still face issues, 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.

 

What are the modes of payment?

 

The modes of payment for your order are as follows:

 

  • Credit Card

  •  

  • Debit Card

  •  

  • Bank Transfer

  •  

  • PayPal

  •  

  • Payfort

  •  

  • Cash on Delivery (COD)

  •  

  • Cash on Location (COL)

  •  

Please note that not all payment modes are available for all customers and may vary as per the location.

 

Where do I apply the Promo Code?

 

The promo code for orders can only be applied on the Payment page. Click on ‘I Have A Voucher’,enter the voucher code and validate the same to receive a discount on the total order value.  

 

Why is the Promo Code not valid?

 

Each promo code comes with certain terms and conditions. Please ensure that you are not using an expired code. Also, note that promo codes are not applicable on items under Super Sale category.

 

How do I change the currency?

 

You may change the currency at the top left corner of the website before checkout.

 

What all is included in the item price?/ Is my Item Price all inclusive?

 

The item price includes VAT, Customs Duties, Admin Charges for GCC Buyers. Buyer outside GCC are liable to pay Custom Duties, as per actual, at the Destination. COD Charges are not included in the Item Price. Shipping, across the globe, is complimentary. Know about the same in detail below:

 
==$0
DestinationPayment OptionsShippingCOD Charges (Only for COD deliveries)VAT, Customs and clearance charges at destination country

Destination

Payment Options

Shipping

COD Charges

(Only for COD deliveries)

VAT, Customs and clearance charges at destination country

UAE

Credit Card, PayPal, Bank Transfer, COD

FREE

AED 30 per order

Included in item price displayed on website

KSA, Bahrain, Kuwait and Oman

Credit Card, PayPal, Bank Transfer, COD

FREE

$10 per order

Included in item price displayed on website

US and Rest of world

Credit Card, PayPal, Bank Transfer

*Bank Transfer available in selective countries

FREE

COD Shipments not applicable

To be paid by buyer upon receipt of delivery

 

Do I need to pay Customs Duties?

 

All duties and taxes are included in the item price within GCC. However, the customer is liable to pay the said duties for orders pertaining to the rest of the world.

 

When do I need to pay Customs Duties?

 

For all orders within GCC, the item price is all inclusive and no amount,except COD Fee, is charged in addition to it. For orders outside GCC, the custom duties are paid by the customer during clearance or upon delivery when the item reaches the destination country. You may check your duties and charges here.

 

May I request for an additional discount?

 

The discounts are not applicable on all items. However, you may reach out to our customer support team via Phone, LiveChat or email ([email protected]luxurycloset.com) to request for a price reduction, subject to Seller’s approval.

 

Does The Luxury Closet have a seasonal sale?

 

All the items on The Luxury Closet are already discounted. However, we do have seasonal sales where you can enjoy irresistible discounts and offers on our unique collection. You may find further information on discounts and sale HERE.

 

What is the delivery time of the item?

 

The delivery time of each item is visible in the individual item page. It is also reflected during checkout and in My Purchases (under My Account) after the order is placed.

 

How do I cancel the order, I have placed?

 

You may cancel the order placed from My Purchases under My Account.

 

Are there any Cancellation or Return charges?

 

Yes. The cancellation amount is charged and borne by the customer. However, the amount charged depends on the mode of payment, destination country and whether the order is cancelled before or after its shipment.

 

What is the Cancellation/ Returns policy?

 

We have a 3 Days Return Policy which means any return requests shall be raised within 3 days of receiving the delivery. The Luxury Closet will take care of the collection of the item within the GCC (UAE, KSA, Bahrain, Kuwait, Oman). For return orders from outside of GCC, items must be sent back to us through a registered courier with delivery tracking and are the responsibility of the buyer.

 

For regular orders, if the item is shipped and return request is initiated, we charge a restocking fee of USD 25. All Pay & Reserve purchases can be cancelled at any time, with a 25% cancellation charge whereas as the cancellation charges for Payfort installment plan is 10%.

 

However, non-returnable items do not qualify for cancellations and returns.

 

What are non-returnable items?

 

Non-returnable items are selective items that do not qualify for returns and cancellations. Such items mention “No returns on this item” on the item page.

 

How do I create a Return request?

 

You may initiate the return request from My Purchases under My Account or reach out to our customer support team via Phone, LiveChat or email ([email protected]) to request for the same.

 

When will I get my Refund?

 

Refunds are processed within 7 business days of the item(s)’ delivery to us. We will let you know via E-mail when we initiate the process. Please note that it might take 3-5 business days, from the time we complete the process, for the amount to reflect in your account.

 

I have created Return request, when will the item be picked up?

 

Most returns, within the GCC region, are scheduled within 48-72 hours. Buyer's located outside GCC are obligated to arrange for returning item via courier, at the buyer's expense, within 7 days from the date of return being requested.
 

Can I come to Return my items?

 

Yes, you may visit our Office to drop the returnable items.

 

Address: 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

  • Saturday: 10 am-8 pm

  • Friday: Closed

 

Can I keep my Refund amount as credits?

 

Currently, we have stopped giving refunds in the form of store credits. Your amount will be refunded through the original mode of payment. If the payment is done through cash on delivery, the refund shall be made through bank transfer.

 

Can I buy on Installments?

 

Yes. You may buy on our website/app under ‘Pay & Reserve’ or with the Payfort Installment Plan. Know more about it here.

 

What is Pay & Reserve?

 

Pay & Reserve is a method where you can reserve the item(s) by paying 25% or more of the item value and make further payments in maximum 3 installments within a 30 day period. An extension fee of 5%, calculated on the total value, shall be applied if an order is not fully paid within 30 days. This option is available for items above USD 300. Learn More

 

Can I cancel an Installment Order?

 

Any orders placed under our installment plan can be cancelled within 48 hours to get a full refund. However; a restocking fee of USD 25 will be charged to orders cancelled after 48 Hours and/or after shipping.

 

What is the difference between Payfort Installment Plan and Pay & Reserve plan?

 

Pay & Reserve is a method where you can reserve the item(s) by paying 25% or more of the item value and make further payments in maximum 3 installments within a 30 day period. It is an interest free method and the item is delivered to you only after the payment is made in full. In Payfort Installment method, however,  the item is shipped as soon as you pay the first installment. Installment Tenure and Rate of Interest vary for different banks. Please reach out to your bank to know more about their agreement with Payfort. Learn more

 

Can I see before buying?

 

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

  • Saturday: 10 am-8 pm

  • Friday: Closed

 

Looking to Sell

 

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

 

We would love to sell your item(s) on our website. Please submit your item(s) via the item submission form on our App/Website. It can be found here: https://theluxurycloset.com/sell

 

You will receive a quotation within 3-5 business days. Each item will have a unique number enabling you to track its progress throughout the selling cycle. Once you approve the quotation, we will arrange for a collection of your items if you are within the GCC region. When we receive your item(s) in-house we will authenticate, professionally photograph and post them to our website. The process typically takes around 10 business days.

 

If you are outside GCC, send your item(s) to us. Package your item(s) securely and ship to:

 

Tradelux General Trading LLC

 

WH#2, 24B Street, Next to Al Khaleej Metal Coat, Al Qouz 2

 

Dubai, United Arab Emirates (U.A.E)

 

Tel: +971 4-2732766

 

What all Brands/categories I can Sell?

 

We accept items from all the major and popular luxury Brands. Though, we only deal with our pre-selected list of brands for each category and unfortunately, are unable to assist with non listed brands. You will be able to see the accepted Brands during item submission.

 

What is the process of shipping the items?

 

If you are outside GCC, please secure the item in its proper packaging and ship it to:

 

Tradelux General Trading LLC

 

WH#2, 24B Street, Next to Al Khaleej Metal Coat, Al Qouz 2

 

Dubai, United Arab Emirates (U.A.E)

 

Tel: +971 4-2732766

 

What is a Consignment period?

 

A consignment period is a lock-in period during which the item remains listed with the Luxury Closet. It is 90 days for the sellers based in the UAE and 180 days for sellers outside of the UAE. After the consignment period is over, you may request a withdrawal of your unsold items.

 

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

 

We do not endorse withdrawal requests from sellers during the consignment period. However, items under the consignment period can be returned after a waiting period of 10 days. Please note that return within the consignment duration attract a charge of USD 20 per item along with the shipping fee that must be borne by the Seller.

 

When will I be paid for my item(s)?

 

The item shall move to the "Payment Ready" section once the order has been delivered to the buyer and the return period of 3 days is over. You may kindly request your payment through your profile with us and it shall be processed as per your preferred and chosen mode of payment.

 

The Luxury Closet processes payments on a weekly basis on every Tuesday for payments requested in the last 7 days. If any of the payment dates fall on a bank holiday, payments will be processed on the following business day

If the seller requests payment between July 1 to July 7, he/she would receive the payment on July 16 while as per existing payment cycle, the seller receives payments on 1st August. Alternatively, if the payment is requested between July 23rd to July 31, the seller would receive the payout on August 6 instead of 16th August.

 

How does The Luxury Closet charge the seller?

 

 

The Luxury Closet charges commission depending on the selling price of an item. The commission differs according to the category and the selling value of the item(s), each stated below:

 

The Luxury Closet Commission for Fine Jewelry, Watches & Selected Handbags (Hermes Birkin and Kelly only)

 

 

Fine Jewelry, Watches & Handbags (Hermes Birkin and Kelly)

The Luxury Closet Fee for any sold item

 

Processing fee applied regardless item value

 

USD 25

Commission on Selling Value for any items Excluding VAT

The Luxury Closet Commission**

You Get

First USD 2000 

 2000 

35%

65%

Balance of Selling value exceeding USD 2000

 

2000 

15%

85%

 

The Luxury Closet Commission for Accessories, Clothing, Shoes and Handbags (excluding Hermes Birkin and Kelly) 

 

 

Accessories, Clothing, Shoes and Handbags (except Hermes Birkin and Kelly)

The Luxury Closet Fee for any sold item

 

Processing fee applied regardless item value

 

US 25

 

Commission on Selling Value for any items Excluding VAT

 

The Luxury Closet Commission

You Get

First USD 2000

35%

65%

Balance of Selling value exceeding USD 2000

20%

80%

 

When will my items be picked up?

 

The item(s) are eligible for ‘Pick-up’ post the offered quotation has been accepted and approved. We arrange for complimentary pick-up of items, usually within 7 Business Days, for Sellers within the GCC Region.

 

If you are outside GCC, send your item(s) to us. Package your item(s) securely and ship to:

 

Tradelux General Trading LLC

 

WH#2, 24B Street, Next to Al Khaleej Metal Coat, Al Quoz 2

 

Dubai, United Arab Emirates (U.A.E)

 

Tel: +971 4-2732766

 

Once my items are picked up by when will it be published?

 

Item(s) once received in-house shall undergo an Authentication Check followed by Photography and then published on sale on our App/Website. The entire process typically takes around 10-15 business days.

 

On what grounds can my items be rejected?/ Does TLC accept items in all conditions?

 

The Luxury Closet does not accept items under following conditions:

 

1. Counterfeits/Questionable Authenticity

 

2. Severely damaged

 

3. Majorly discoloured/faded

 

4. Missing parts (chain, zip, buckle, embellishment etc.)

 

5. Missing hallmarks

 

6. Bad odour/hygiene

 

7. Security tags attached

 

Can I get paid upfront for my items?

 

We do not pay for an item before it is sold as items are accepted on consignment basis. As an exception, some selective fine jewellery pieces may qualify for a direct cash buyout. Please reach out to our customer support team via Phone, LiveChat or email ([email protected]) to enquire more.

 

Can I ship my items to you?

 

Items once quoted and approved can be shipped to us at the following address:

 

WH#2, 24B Street, Next to Al Khaleej Metal Coat, Al Quoz 2

 

Dubai, United Arab Emirates (U.A.E)

 

Tel: +971 4-2732766

 

Who will bear the shipping charges?

 

We offer a complimentary collection of your item(s) with the GCC Region. For sellers outside GCC, the shipping arrangement/charges are to be borne by the seller. However, for items over the value $1500 outside the GCC region, we arrange the collection.

 

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

 

Our team shall send you the quotation range between which you may choose your desired price. However, if you are unsatisfied with the price range, please reach out to our customer support team via Phone, LiveChat or email ([email protected]) to request for a better payout, subject to approval.

 

What is the process of getting the items back?

 

You may request for withdrawal and return of your item(s), once the consignment duration is over, and our team shall be pleased to assist with the process and arrangements.

 

What is the Price reduction process?

 

Our team proposes Price Reduction on your item(s) at regular intervals of 30 days each. Unsold Items, without a price reduction for continuous 90 days must undergo a mandatory Price Reduction. We will keep you updated about the reduction via emails with a 7 day notice period. You may also receive a Price Reduction offer from the buyers and it is upto your discretion to approve/reject the proposed price.

 

How will I be paid for my items?

 

Payments are processed as per your preferred and chosen method during the payment request. You may opt amongst the following payment methods:

 

  • Bank Transfer

  • PayPal

  • Cheque (within UAE)*

 

*Please note that AED 30 shall be auto-deducted from the seller’s final payout for all cheque payment requests above AED 100.


Note : Cheque Payment requests below 100 AED will not have any such charge.

What is Opt-in?/ What is ‘Manage My Price’

 

To expedite the process of selling your items and provide you with a hassle free selling experience, The Luxury Closet offers a service called “Manage My Price” where we manage the prices on your behalf with the goal to optimize your sales value and the speed of sale. Once you agree to Opt In for this service, The Luxury Closet will start managing the price and reduce payout at our discretion, within agreed terms. Trust us, we will do our best to maximize your payout!

 

The process of shipping the items?

 

We arrange for complimentary pick-up of items, usually within 7 Business Days, for Sellers within the GCC Region.

 

If you are outside GCC, send your item(s) to us. Package your item(s) securely and ship to:

Tradelux General Trading LLC

 

WH#2, 24B Street, Next to Al Khaleej Metal Coat, Al Qouz 2

 

Dubai, United Arab Emirates (U.A.E)

 

Tel: +971 4-2732766

 

VIP Concierge Service?

 

VIP concierge services is provided by The Luxury Closet wherein the seller has more than 10 or high value items of $5000 and above to sell. Know more about VIP Concierge Service here.

 

Order Related - Shipping, Tracking & Delivery

 

How do I check the status of 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.

 

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 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.

 

May I choose my preferred courier?

 

You may choose for a Courier from our partners. We, unfortunately, are unable to ship through a courier where we do not have an account.

 

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 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 to put in a preference for Gift Wrap. International Orders do not qualify for Gift Wrapping.

 

Can I change my payment method?

 

You cannot change the payment method for prepaid orders. However, if you have opted for Bank Transfer or Cash on Delivery (COD), you may reach out to our customer support team via Phone, LiveChat or email ([email protected]) to place your request.

 

I have an issue with the item received?

 

If you have an issue with the item received, you may request 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. Please reach out to our customer support team via Phone, LiveChat or email ([email protected]) for further assistance.

 

How do I cancel my Order?

 

If you are unsatisfied with the order and wish to cancel it, 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.

 

What do I do if my order is delayed?

 

While we aim to ship and deliver all the orders within the expected time-frame, you may please reach out to us in case of a delay that may be caused due to some unavoidable circumstances.

 

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.

 

Cancellation & Returns

 

What is the Cancellation Policy?

 

You may choose to cancel an order, with no deductions, before it is shipped out. Non-Returnable Items listed ‘No Returns on this Item’ cannot be cancelled once the order is confirmed.

 

All Pay & Reserve purchases can be cancelled at any time, with a 25% cancellation charge whereas as the charges for Payfort installment plan is 10%. For regular orders, if the item is shipped and cancellation request is initiated, we charge USD 25 as our restocking fees.

 

What is the Return policy?

 

We have a 3 Days Return Policy which means any return requests shall be raised within 3 days of receiving the delivery. The Luxury Closet will take care of the collection of the item within the GCC (UAE, KSA, Bahrain, Kuwait, Oman). For return orders from outside of GCC, items must be sent back to us through a registered courier with delivery tracking and are the responsibility of the buyer.

 

All Pay & Reserve purchases can be cancelled at any time, with a 25% cancellation charge whereas as the charges for Payfort installment plan is 10%.  For regular orders, if the item is shipped and cancellation request is initiated, we charge USD 25 as our restocking fees.

 

What are non-returnable items?

 

Non-returnable items are selective items that do not qualify for returns and cancellations. Such items mention “No returns on this item” on the item page.

 

How do I create a Cancellation/Return request?

 

You may initiate the cancellation/return request from My Purchases under My Account or reach out to our customer support team via Phone, LiveChat or email ([email protected]) to request for the same.

 

When will I get my Refund?

 

Refunds are processed within 7 business days of the item(s)’ delivery to us. We will let you know via E-mail when we initiate the process. Please note that it might take 3-5 business days, from the time we complete the process, for the amount to reflect in your account.

 

I have created Return request, when will the item be picked up?

 

Most returns, within the GCC Region, are scheduled within 48-72 hours. Buyer's located outside GCC are obligated to arrange for returning Item via courier, at the Buyer's expense, within 7 Days from the date of return being requested

 

Can I come to Return my items?

 

Yes, you may visit our Office to drop the returnable items.

 

Address: 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

  • Saturday: 10 am-8 pm

  • Friday: Closed

  •  

Can I keep my Refund amount as credits?

 

Currently, we have stopped giving refunds in the form of store credits. Your amount will be refunded through the original mode of payment. If the payment is done through cash on delivery, the refund shall be made through bank transfer.

 

Can I exchange my order with another item?(repetition from the above)

 

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.

 

Why am I unable to Return my items?

 

There are some items from our international partners come under non-returnable items and do not qualify for return.  Such items mention “No returns on this item” in the item page. Also, none of the items can be delivered after the 3 Days return period is over.

 

Can I get my Refund in Cash?

 

We do not offer Cash Refunds. Cash payments shall be refunded through bank transfer or cheque (within UAE only.

 

Customs Duties & Taxes

 

Are the Customs Duties & VAT included in the Item Price?(how to buy, add)

 

The item price includes VAT, Customs Duties, Admin Charges for GCC Buyers. Buyer outside GCC are liable to pay Custom Duties, as per actual, at the Destination. COD Charges are not included in the Item Price. Shipping, across the globe, is complimentary.

 

When do I need to pay Customs  Duties and taxes?

 

For all orders within GCC, the item price is all inclusive and no amount,except COD Fee, is charged in addition to it. For orders outside GCC, the custom duties are paid by the customer during clearance or upon delivery when the item reaches the destination country.

 

How much do I need to pay as Customs  Duties and Taxes?

 

Customs Duties are purely as per the discretion of Customs Officials/Laws in the Destination Country.

 

What documents are required for Customs Clearance?

 

Orders can be held at customs for requirement of Duties Levied and/or some additional documents such as Proof of Identity, Purchase and/or other Certificates. Buyer bears the responsibility for clearing the Duties, if any, and provide the courier with necessary documents.

 

What is VAT?

 

A value-added tax or VAT is a type of consumption tax that is applied on all goods and services whenever value is added at any stage of production and at the point of retail sale.

 

Payfort Installment

 

What is a Payfort Installment Plan?

 

Payfort is a trusted online payment platform catering to the needs of the buyers in UAE and KSA region. Payfort helps in making your favourite luxury creations affordable. You can now get the item right away by paying for it in small monthly installments. Know more

 

What are the participating Banks?

 

Following are the participating banks for Payfort Installment plan:

  • Emirates NBD

  • MASHREQ BANK

  • CBD Bank

  • Dubai First Bank

  • Mawarid Finance

  • National Bank Of Abu Dhabi (NBAD)

 

Will I be charged an interest to pay via Payfort?

 

The interest charged by Payfort is solely at their discretion. Please contact your bank for further clarification.

 

Why is my bank not included under the Payfort plan?

 

There are some banks that do not have a tie-up with Payfort. For the same reason, your bank is not reflecting in the list of associated banks,

 

I have an issue with Payfort Installments?

 

All Payfort installments and payments are routed via the issuer bank. You may reach out to the bank directly or contact Payfort at +971 4 4252690 / [email protected].

 

Can I cancel Payfort Installment Order?

 

All purchases under Payfort installment plan can be cancelled at any time, with a 10% cancellation charge. This means that you will receive a refund on your payment, minus 10% of the price of the item.

 

Please note that in an unforeseen and rare scenario should we have to cancel your order, you will receive a full refund.

 

Can I return my order bought under Payfort Installment plan?

 

If you are unsatisfied with the order, you may request a return of the item within 3 days of the receipt of the item. A 10% restocking fee in addition to the interest charged by the issuer bank will be deducted from the refund value.

 

Pay & Reserve

 

What is Pay & Reserve?

 

Pay & Reserve is a method where you can reserve the item(s) by paying 25% or more of the item value and make further payments in maximum 3 installments within a 30 day period. An extension fee of 5%, calculated on the total value, shall be applied if an order is not fully paid within 30 days. This option is available for items above USD 300. Learn More

 

How do I place an order with Pay & Reserve?

 

The information about pay & reserve option is reflected in the individual item page and when you add the item in your cart. If, however, you do not see any such option, the given item does not qualify for Pay & Reserve plan.

 

Which all items are included under Pay & Reserve?

 

The items qualifying for Pay & Reserve plan show the information in the individual item page and during checkout.

 

Do I pay any interest charges?

 

Pay and reserve plan is interest free, unless you have delayed your payment or cancelled it.

 

Can I cancel a Pay & Reserve Order?

 

You can cancel your purchase under Pay & Reserve with a 25% cancellation charge. This means that you will receive a refund on your payment, minus 25% of the price of the item in case of a Cancellation and/or return.

 

What is the difference between Installment Plan & Pay and Reserve plan?

 

Pay & Reserve is a method where you can reserve the item(s) by paying 25% or more of the item value and make further payments in maximum 3 installments within a 30 day period.. It is an interest free method and the item is delivered to you only after the payment is made in full.

 

Payfort is a trusted online payment platform catering to the needs of the buyers in UAE and KSA region. Payfort helps in making your favourite luxury creations affordable. You can now get the item right away by paying for it in small monthly installments. Know more

 

I cannot find the answers to my questions, how do I reach Customer Service?

 

We are always here to assist you. Please contact us at +971 4 395 5639 or reach out to us via email at [email protected]m

 
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