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, jewelry and more. With more than 25,000+ unique items as part of our collection, we feature top luxury brands such as Hermès, Louis Vuitton, Chanel, Van Cleef and Arpels, Cartier, Rolex, and more. With our global reach, we accept consignments and deliver orders across all continents.

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.

Click here to register and start your buying/selling journey with us.

 

My Account

How do I register/ sign up?

The registration process is quick and easy. Click here to register in a couple of steps or, you may click on the Sign-in button on the top right corner on your screen and enter the required details.

You may also choose to register using your Google or Facebook account.

How can I change my email address?

Due to security reasons, we do not encourage change of email address on an existing account.
In case your registered email address is no longer active or not in use, we recommend creating a new account with your preferred email and use it for all future transactions.
For further clarity and information, please reach out to customer support at: [email protected]

How can I change my account password?

To ensure your account is protected, only users can change the password for their account.

In order to change the password, kindly follow the below-mentioned steps :

• 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. Why?

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?

In order to edit the profile, kindly follow the below-mentioned steps:

• Click on your name on the top right corner and click on My Profile

• Edit and change the required information

• Click on Update

Please Note: Phone number verification is mandatory if the country or phone number is being edited.

How do I edit/verify my phone number?

In order to verify your phone number, kindly follow the below-mentioned steps:

• Click on your name on the top right corner and click on My Profile

• Edit the phone number

• Click on Update

• You'll receive a verification code on the new phone number 

• Enter the code to complete verification

Why am I unable to verify my phone number?

Please ensure that the following information is correct at the time of phone number verification:

• Name of the Country

• Phone number is entered without the country code (country code is auto-selected)

• SMS is active on your phone

In case, you still face issues during the verification process, please reach out to customer support at: [email protected]

Why am I unable to access my account? 

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]

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.

 

 

 

Looking to Buy

Where is my order?

All order-related information is available under the 'My Purchases' tab in your account. Under the Ongoing tab, you can view and track the status of your in-progress orders, know the expected date of delivery, payment details and shipping information.

You may also reach out to the customer support team at [email protected]

How can I check if you deliver to my country?

We ship to almost all the countries across the globe. To view the list of countries, click on the top left drop-down from any page on the website.

The information is also shown on the individual item page under ‘Shipping & Payment Options.

App users may find the shipping country under My profile> Country & Language> Select Country

How are orders delivered to me?

International Delivery: All international orders are shipped with one of the leading courier services under 'Express Shipping'.

Deliveries within the UAE: Domestic orders are primarily delivered through our own fleet of drivers or by a renowned courier for selective locations.

How can I get my order delivered faster?

Our endeavor is to deliver the orders at the earliest and as per the promised timelines. Most orders are dispatched within 48 hours of the order placed date. Non-returnable items are dispatched within 7 days from the order placed date.

For special requests, please reach out to customer support at: [email protected].

How do I track my order?

All order-related information is available under the 'My Purchases' tab in your account.

Under Ongoing tab, you can view and track the status of your in-progress orders, know the expected date of delivery, payment details and shipping information

You may also reach out to the customer support team at [email protected]

Can I change my address after an order is shipped?

In order to prevent any possible loss or damage to the shipment, the address can't be changed or amended once the order is shipped.

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.

Please note, for an order that has been shipped, a Gift Wrapping request cannot be accommodated.

Can I change my payment method?

Once an order is placed, the payment method cannot be changed. The order, if eligible for cancellation, can be cancelled and a new order can be placed with the preferred payment method.

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.

I have a complaint regarding my purchase, how do I register it?

Please be assured that Customer satisfaction is our priority. For any complaints, you may reach out to the Customer Support team at [email protected] or click here to contact us.

I have received an inauthentic item. How do I raise a complaint?

The Luxury Closet pledges 100% authenticity and each item with us is covered with a lifetime guarantee. In a rare scenario, if you feel an item is inauthentic, 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.

We would be happy to accept the item for a full refund if the item is proven to be inauthentic.

How can I cancel my Order?

We accept cancellations and returns on selective items. If eligible for a cancellation and/or return, 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 the requirement of Duties Levied and/or some additional documents. Buyer bears the responsibility for clearing the Duties, if any, and must 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 the exchange of items under any circumstances. If your purchase is eligible for a cancellation and/or return, you may return it to get a refund and place a separate order for the other item(s) you like.

Are all the items sold on the website authentic?

The Luxury Closet pledges 100% authenticity. Our team of experts evaluates 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 Pristine, Excellent, Good, and Fair. You can check the condition of the item on the individual item’s page.

Do you have a physical store I can visit?

Yes, we do 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, you can leverage our Personal shopping services by going to the store.

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

Please find our business hours below for your kind reference:

• Mon-Fri: 9 am-8 pm

• Saturday: 10 am-8 pm

• Sunday: Closed

*Free valet parking available for customers at Novotel entrance

How to place an Order?

Placing an order with us is quick and easy. Here is a stepwise process for completing your purchase on our App/Website:

Select the Item > Add to Shopping Bag > Proceed to Checkout > Fill in your Billing/Shipping Information > Click Continue to Payment > Select Payment Method > Click the Box to Accept Terms and Conditions > Make Payment

Please Note: Cash on Delivery option is available for UAE customers only

Why am I unable to place an order?

Such issues are usually caused due to Network Congestion, you may please try placing the order on another device/network or after clearing the browser history.

We recommend you use a computer device if you face this issue on the Mobile App. Additionally, please ensure that your App is updated to the latest version.

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?

You may choose from the following payment methods to complete your purchase:

Within the UAE:

• Credit Card

• Debit Card

• PayPal

• Cash on Delivery (COD)

Outside the UAE

• Credit Card

• Debit Card

• PayPal

Where do I apply the Promo Code/Voucher?

The Promo Code/Voucher can be applied during checkout. Enter the Code under the "Voucher Code" tab on the right side of the screen below the Price details.

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?

Local currency will be automatically shown based on the country chosen. Not all currencies are available on the website/App.

Note: All international transactions are converted to USD and at the time of making the purchase, by default you will be charged in USD.

*The actual amount charged may differ as per your bank's rate of exchange.

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

Do I need to pay Customs Duties?

For Shipping within the GCC, Item price is inclusive of all Customs & Taxes

Outside the GCC, Customs & Duties are to be borne by the customer.

When do I need to pay Customs Duties?

Customs and Duties are to be paid at the time of clearance once the item reaches the destination country. You will be contacted by the courier company to make the payment.

Can I request for an additional discount?

We do have a 'Make an Offer' option on selective and eligible items. You may kindly click on the 'Make an Offer' tab to send a direct offer to the seller. You shall be notified via email once the offer is approved or rejected by the seller.

Acceptance to the offered price is strictly up to the respective seller's approval, the request shall be considered declined in case of no response from the seller within 48 hours.

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 sales here.

What is the delivery time of the item?

The delivery time of each item is visible on 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. Please note, an order once shipped cannot be cancelled.

Are there any Cancellation or Return charges?

Cancellation is free of charge and can only be done before an order is shipped. No cancellation will be entertained post the shipping of the order.

All International returns, either initiated by the Buyer or unsuccessful deliveries, may incur a deduction of Customs and Taxes paid by The Luxury Closet on behalf of the Buyer.

For UAE orders, COD fee is nonrefundable.

What is the Cancellation/ Returns policy?

We accept cancellations/returns on selective items. We have a 3-Day Return Policy, which means all return requests, if eligible, must be raised within 3 days of receiving the delivery.

The Luxury Closet shall be responsible for return collection and refund is processed within 7 days after the item is received and passes the quality check.

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

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?

If your purchase is eligible for a return, you may initiate a return from your account under My Purchases tab > Ongoing/Completed tab > Select Order > Cancel/Return

All returns must be initiated within our 3-Day Return Policy.

When will I get my Refund?

Refunds are processed within 7 business days after the item is received by us. You will be notified via email once the refund is processed.

The refund amount shall be credited to the respective account after completing the bank's processing time. The processing time for Bank Transfers is usually 3-5 Business Days while Credit Card refunds could take 7-14 business days.

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

Return collection is booked within 48-72 hours from the time of the return request being raised. You shall be notified via email, along with the courier details and return labels, once the collection has been booked

Can I Return my items at The Luxury Closet store?

No, we do not have the option to accept on-site returns. The return collection must be arranged by The Luxury Closet through a courier partner or via our own fleet (within the UAE). You only need to ensure that the item(s) is/are securely packed with all tags and includes intact.

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?

Currently, the Pay & Reserve option has been discontinued. 

Can I see before buying?

Yes, we have a Pop-Up Store where you can walk in for a personal shopping experience and browse through an assortment of best-selling luxury 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 reach out to the Personal Shopper Team at +971 50 605 9509.

Store Address: 901, API Trio Office Tower, Novotel, Al Barsha, Dubai.

Please find our store hours below for your kind reference:

• Mon-Fri: 9 am-8 pm

• Saturday: 10 am-8 pm

• Sunday: 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 are the 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. We provide 365 days lock-in consignment period for all items listed. 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 attracts a charge of USD 20 per item along with the shipping fee that must be borne by the Seller.

Which price and payout values do I see on 'My Items' as a Seller, and are they different from the values on the website for Buyers?

Seller's 'My Items' page will display the prices and payouts of items, including charges like shipping, insurance fees, and VAT, depending on the country selected on the website. The 'best offer price' mentioned on the website for each item may vary due to additional discounts offered by The Luxury Closet and owing to buyer-specific adjustments such as shipping, insurance fees, and VAT, which are calculated based on the selected geographical location.

Example - Product: Valentino Red Patent Leather Clutch

Values that seller will see in ‘My items’ if the country selected on the website is UAE

Initial Listing Price	3895 AED	3895 AED = 3672.5 AED (initial price) + 36.725 AED (shipping) + 185 AED (VAT)
Price Reduction	20%	Published since 45 days
Selling Price	3123 AED	3123 AED = 2938 AED (current price) + 36.725 AED (shipping) + 148 AED (VAT)
Your Payout	1818 AED	1818 AED = 2938 AED (current price) - 1120 AED (35% TLC Commission + 110 AED processing fees)

Values that seller will see in ‘My items’ if the country selected on the website is USA

Initial Listing Price	1050 USD	1050 USD = 1000 USD (initial price) + 50 USD (shipping)
Price Reduction	20%	Published since 45 days
Selling Price	850 USD	850 USD = 800 USD (current price) + 50 USD (shipping)
Your Payout	560 USD	495 USD = 800 USD (current price) - 305 USD (35% TLC commission + 30 USD processing fees)

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

The Luxury Closet agrees to pay proceeds from the sale of the consigned merchandise as stated in the Terms & Conditions. Payments will be processed upon seller's request. The seller can make a request for payout when the sale is finalized and the item has passed the return period.

The Luxury Closet processes payments on the 5th day of every month for payments requested from the 1st through the 15th day of the previous month and on the 20th day of every month for payments requested from the 16th day through the last day of the previous month. If 5th and/or 20th of the month fall on a weekend or bank holiday, payments will be processed on the following business day.

For instance, if the seller requests payment on April 10th, The Luxury Closet will process the payment on May 5th or on the following business day if May 5th is a weekend or bank holiday. Alternatively, if the payment is requested on April 20th,  The Luxury Closet will process the payment on May 20th or the next business day if May 20th is a weekend or bank holiday.

Payment method can be selected by you. It can be a cheque mailed to you or a bank transfer. (Actual charges for courier company and bank transfer apply). Please fill the information in your 'My Info' section. However, 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.

The applicable amount will be auto-deducted from the final payout made to the seller. This is done in light of the recent legislative amendments made by the respective UAE banks regarding restrictions on the number of cheque usage and additional charges for cheque delivery w.e.f. 15-May-2019. However, you can easily opt for a bank transfer which is at no additional cost and is much faster in terms of receiving the payment. Alternatively, you may choose PayPal as your payment request method as well.

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)

 

 

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

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 item is picked up, 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 the 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 jewelry 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 of $800 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 Automatic Price reduction process?

The Luxury Closet applies Automatic Price Reduction on all listed items as per the Price Reduction Schedule mentioned in the Terms and Conditions. Our price reduction schedule has proven instrumental in selling items faster.

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 for 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!

What is 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 the 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 is the VIP Concierge Service?

VIP concierge services are provided by The Luxury Closet, wherein the seller has more than 5 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?

All order-related information is available under the 'My Purchases' tab in your account.

Under Ongoing tab you can view and track the status of your in-progress orders, know the expected date of delivery, payment details and shipping information.

You may also reach out to the customer support team at [email protected].

How can I check if you deliver to my country?

We ship to almost all the countries across the globe. To view the list of countries, click on the top left drop down from any page on the website. The information is also shown on the individual item page under ‘Shipping & Payment Options.

APP user may find the shipping country under My profile > Country & Language > Select Country

How are orders delivered to me?

International Delivery: All international orders are shipped with one of the leading courier services under 'Express Shipping'.

Deliveries within the UAE: Domestic orders are primarily delivered through our own fleet of delivery champs or by a renowned courier for selective locations.

How do I track my order?

All order-related information is available under the 'My Purchases' tab in your account.

Under 'Ongoing' Tab you can view and track the status of your in-progress orders, know the expected date of delivery, payment details and shipping information

You may also reach out to the customer support team at [email protected].

Can I change my address after an order is shipped?

In order to prevent any possible loss or damage to the shipment, the address can't be changed or amended once the order is shipped.

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.

Please note, for an order that has been shipped, a Gift Wrapping request cannot be accommodated.

Can I change my payment method?

Once an order is placed, the payment method cannot be changed. The order, if eligible for cancellation, can be cancelled and a new order can be placed with the preferred payment method.

How do I cancel my Order?

All returnable items are eligible for cancellation before shipping.

You may initiate the cancellation from My Purchases tab> Ongoing tab> Select Order> Cancel

Items once shipped can't be cancelled however you may request a return within 3 days of delivery for a full refund if not satisfied with the purchase. (Not applicable for Non-returnable items)

Can I exchange my order with another item?

We do not encourage the 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?

All returnable items are eligible for cancellation before shipping. You may initiate the cancellation from My Purchases tab > Ongoing tab > Select Order > Cancel

Items once shipped can't be cancelled however you may request a return within 3 days of delivery for a full refund if not satisfied with the purchase. (Not applicable for Non-returnable items)

What is the Return policy?

We have a 3-Day Return Policy, which means all return requests must be raised within 3 days of receiving the delivery.

The Luxury Closet shall be responsible for return collection and refund is processed within 7 days after the item is received and passes the quality check.

Note: Non-returnable items do not qualify for cancellations and returns.

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.

Please note an order once shipped cannot be cancelled.

When will I get my Refund?

Refunds are processed within 7 business days after the item is received by us. You will be notified via email once the refund is processed.

The refund amount shall be credited to the respective account after completing the bank's processing time. The processing time for Bank Transfers is usually 3-5 business days while Credit Card refunds could take 7-14 business days.

I have created a Return request. When will the item be picked up?

Return collection is booked within 48-72 hours from the time of the return request being raised. You shall be notified via email, along with the courier details and return labels, once the collection has been booked.

Can I Return my items at The Luxury Closet store?

No, we do not have the option to accept on-site returns. The return collection must be arranged by The Luxury Closet through a courier partner or via our own fleet (within the UAE). You only need to ensure that the item(s) is/are securely packed with all tags and includes intact.

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?

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 that 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-Day Return period is over.

Can I get my Refund in cash?

We do not offer Cash Refunds. Cash payments can be refunded only through a bank transfer.

 

Customs Duties & Taxes

Are the Customs Duties & VAT included in the Item Price?

The item price includes VAT, Customs Duties, Admin Charges for GCC Buyers. Buyer outside GCC is 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?

Customs and Duties are to be paid at the time of clearance once the item reaches the destination country. You will be contacted by the courier company to make the payment.

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

Customs and Duties taxes are levied by the customs officials based on the value, category, type of the item(s) purchased. The amount of duties differs for all countries, you may seek Internet Assistance to get an estimate of the Duties & Taxes applicable on Imports in your country.

What documents are required for Customs Clearance?

Orders can be held at customs for the 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 must 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.

 

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 +97142472985, Monday to Sunday 9 am to 12 midnight (GST), or write to us at [email protected].