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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 sell 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 Luxury Closet sells both new and pre-owned items. However, 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*, cash on location (at our office in Dubai, U.A.E)، PayPal and bank transfer in AED, USD, QAR, KWD, INR, BHD, and SAR.

There will be a shipping fee of $25 for all items delivered to GCC countries (except U.A.E) and a shipping fee of $50 for items shipped everywhere else for all orders below $1000.

*Cash On Delivery (COD) payment option is available for GCC countries for orders under USD 800. For Saudi Arabia and UAE there is no upper limit for the value of orders. Kuwait and Bahrain have an upper limit of USD 3000 for COD orders.

An additional fee for the Cash on Delivery (COD) service of 30 AED in the United Arab Emirates is applied irrespective of the order value. 5% customs duty fee will be applied on Cash on Delivery orders for Saudi Arabia customers. For orders shipped to Saudi Arabia, Bahrain and Kuwait, valuing less than USD 1000, a shipping fee of USD 25 is applicable.

Can I buy an item by paying in installments?

The Luxury Closet allows you to buy in installments via Payfort. The item is sent as soon as you pay the first installment.Click here to know more about Payfort’s installment plans

Can I buy an item by paying in batches/ parts?

The Luxury Closet allows you to purchase items on ‘Pay and Reserve’ plan. We follow the layaway method of payment. Pay and Reserve is currently available for items that have been on sale for more than 30 days and are priced at USD 300 and above. The order will be delivered to you after the full payment has been received by us. Please note that we have made some changes in our payment plans. To learn more about our pay and reserve plan click here.

How is the ‘Pay and Reserve’ payment plan different from installment payment plan?

Pay and reserve is based on layaway method of payment and delivery that allows you to purchase your favourites by paying in parts instead of making a one-time payment, which means you can pay 25% of the value of the order (or more) and reserve it. Unlike in installment format, here, we ship the order only when you have made the full payment which must be completed within 30 days of reservation. Pay and reserve plan is cost/interest free, unless you have delayed your payment or cancelled it.To learn more about our pay and reserve payment option click here.

What happens if I miss one or more payments?

If payment is incomplete after 30 days of reservation, an extension fee of 5% of the total value of the item will be charged per month.

Can I cancel my order under the pay and reserve?

Once placed, an order can be canceled with a penalty of 10% charged as a cancellation fees calculated from the value of the item or total value of the order.

What is Payfort?

Payfort is a trusted online payment platform catering to the needs of 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.

How does the installment plan work?

On the checkout page choose ‘Payfort’ to pay in installments. Payfort’s secure payment gateway will guide you to a list of popular banks based on your geographical region. Payfort has a variety of installment plans that differ according to the bank and the plan you select. All installments will be routed via the issuer bank and will be automatically deducted on a monthly basis as per your plan on the installment due date.

I have an issue with my installment?

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 / support@payfort.com.

I have changed my mind, can I cancel my installment order?

Yes, you may cancel your order within 48 hours and before order confirmation. Please contact our Customer Service team to initiate a cancellation. If you choose to cancel within 48 hours no charges will be applied and you will get a full refund. Restocking fee of 10% may apply if the order has been confirmed or dispatched already.

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

I received my order, but I want to return it?

If you are not happy with your item, please contact our Customer Service team informing them about the return within 3 days of receipt for a full refund, excluding the shipping fees. A 10% restocking fees along with the applicable interest due to the issuer bank will be deducted.

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looking to sell?

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

Selling your item with The Luxury Closet is very easy!

  1. Register/login with your account

    Use our 'Sell Now' page to submit your items.

  2. Fill in the Item Submission Form

    All you have to do is attach photos of your item(s) for us to process them. Don't worry, we'll professionally photograph your submission(s) later.

  3. Choose and approve your final payout

    We provide you with a range so you have the ability to control the sale of your item. We want you to have the authority to select the price for your item. The price you select from the range we provide will be the amount you will receive once your item sells. For our services we provide we add a nominal commission on top of your selected payout.

  4. Send your item to us

    Package your items securely and send it to us at:

    Tradelux General Trading LLC

    Warehouse#23

    Red Crescent Compound

    Al Quoz 1, PO Box 502626

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

    Tel: +971 4-2732766

    If you are in the GCC, email us your phone number and address at sell@theluxurycloset.com to arrange a free pickup through our courier partner.

  5. We do all the rest!

    We authenticate, professionally clean, photograph and then upload your item to the site, and all of this within 10 days from the time we receive your item!

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 is sold.

What is the consignment duration for my items?

We offer a 90 days lock-in consignment period for sellers based in the UAE and 180 days consignment period for sellers outside of the UAE. This means that we require you to leave your items with us. Most of the items sell within 90/180 days from receiving. We ask for holding the item(s) at our warehouse so that we can process, authenticate, photograph and publish your item. This also helps us reduce the time to ship the item from our warehouse or show it to our clients once the order is confirmed.

Is there a fee associated for selling my item?

The Luxury Closet charges a commission fee depending on the selling price of an item. The Luxury Closet selling price includes both your payout and our commission. Please refer to the new commission structure below.

Who will decide the selling price of my item?

The final selling price of the item depends on the payout you select. We want you to have the ability to control the sale of your item and the authority to select the price for your item. We provide a payout range which 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 or final payment from within this range.

To sell your item fast, we recommend that you to proceed with price reductions on a regular base. If your item is listed on our site with unchanged price for longer than 90 days, an automated price reduction will be applied without your consent.

Do you add the commission to the price given to me?

Yes, we add our commission on top of your payout, ie:

Payout + Commission = Selling Price

How is my payout calculated? What is the commission structure?

We combine the commission structure depending on the sale price. The commission differs according to the category:


TLC Commission for Shoes, Clothing and Textile Accessories:

USD 60 is charged for the first USD 100 of the TLC Selling price, plus 35% of the selling value between USD 100 and USD 2000, plus 20% of the selling value exceeding USD 2000


Commission on Selling ValueTLC CommissionSeller Payout
First USD 100USD 60Selling Value - 60 USD
Between USD 100 - USD 200035% of Selling Value65% of Selling Value
Exceeding 200020% of Selling Value80% of Selling Value

Example:

Commission on item with selling value USD 1500TLC CommissionSeller Payout
First USD 100USD 60USD 40
For balance USD 1400 (35% of balance selling price)USD 490USD 910
TotalUSD 550USD 950

If estimated selling price is USD 1500, you get 40 USD for the first $100 and 65% for the balance USD 1400 ($910). Your total payout would be USD 950.


TLC Commission for all categories (excluding Shoes, Clothing and Textile Accessories)

USD 55 for the first USD 100 of the TLC Selling price, plus 35% of the selling value between USD 100 and USD 2000, plus 20% of the selling value exceeding USD 2000


Commission on Selling ValueTLC CommissionSeller Payout
First USD 100USD 55Selling Value - USD 55
Between USD 100 - USD 200035% of Selling Value65% of Selling Value
Exceeding 200020% of Selling Value80% of Selling Value

Example:

Commission on item with selling value USD 1500TLC CommissionSeller Payout
First USD 100USD 55USD 45
For balance USD 1400 (35% of balance selling price)USD 490USD 910
TotalUSD 545USD 955

If sale price is $1500, you get 45 USD for the first $100 and 65% for the balance USD 1400 (USD 910). Your total payout would be USD 955.


Note*: The commission is a combination of 35% and 20% of the estimated selling price and not a flat 35% or a flat 20%.

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

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

The Luxury Closet customer service team will send you an email as soon as we receive your item.

What happens after you've received my items?

Once we receive your item(s), we check their condition, authenticate, clean and professionally photograph them. Your item(s) then become available for sale on our website! Please note that this process can take up to 10 days from the day of receipt. You can visit 'My Items' section and view the status of your item and check if your item is sold or not.

How long will it take to sell my item?

Most of our items sell within 90 days depending on their brand, style, condition and price. You can also increase the chances to sell at any time by reducing your payout. Use our easy 'Select your Payout' feature to choose your payout from a payment range. Some styles are quick to fly off the shelves, while others take a bit more time.

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 duration of the consignment period. We offer a 90 days lock-in consignment period for sellers based in the UAE and 180 days consignment period for sellers outside of the UAE. After the lock-in period expires we will continue to keep your items until they sell or you can choose to request for a return of your item(s). Returns within the UAE are free!

Where will the the Luxury Closet keep my item?

We keep your item(s) in our secure and temperature controlled facility. Our warehouse is equipped with safes and lockers to store your precious items like jewelry items, accessories, etc. Cameras are installed to keep a check our inward and outward logistics. Each and every item that we receive is insured for fire, theft and other unforeseen situations.

Will my item undergo any sort of cleaning service? And, is there a fee that I will be charged?

At The Luxury Closet one can be assured that items we sell are in their best condition of cleanliness and hygiene. Should your item require cleaning, we will take care of it. Usually, items that are not graded as 'New' undergo cleaning services. The Luxury Closet will bear any costs associated for cleaning of your items.

What if my item sells?

Processing payments takes around 10 business days after your item has sold and after we have received full payment for it. We say 10 days keeping into account that this involves third party banks and agencies. Please login regularly to your profile to check the status of your item.

How will I be paid after my item has sold?

Your payments will be processed at your request only. Payments to sellers are made via bank transfer or cheque (charges as per actuals apply). For orders paid in installments, you will receive your payout soon after the buyer has made the first installment. Processing of your payments might take around 10 days.

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. At The Luxury Closet, we accept certain brands because of their popularity and resale value. Usually items get rejected after the online submission and/or after authentication.

You can follow our accepted brand lists here: https://theluxurycloset.com/designers

What happens if my items are not accepted?

For items that are not accepted after quality check, 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 USD 25 per item at the time of return.

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

Will The Luxury Closet arrange to pick-up my item(s)?

Yes, we will call to arrange for a pick-up of your item(s)! The Luxury Closet offers a free pick up for your item(s) within the GCC via our trusted courier partners Aramex, DHL, Fetchr or Carry. For customers outside of the GCC, we offer free pickup service for item(s) above USD 1500.

In other cases please securely pack your items and send them to our address:

Tradelux General Trading LLC

Warehouse#23

Red Crescent Compound

Al Quoz 1, PO Box 502626

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

Tel: +971 4-2732766

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 partners. For customers outside of the G.C.C, please securely package your items and send them to us at:

Tradelux General Trading LLC

Warehouse#23

Red Crescent Compound

Al Quoz 1, PO Box 502626

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

Tel: +971 4-2732766

What if I no longer want to sell my item?

Should you wish to get your item back after the consignment lock-in period, we cover the cost of shipping for your item. If you wish to get your item(s) back during/within the consignment period, the cost of return shipping will be borne by you.

In case of a return for item(s) within the consignment period, a minimum charge of USD 20 per item applies for shoes, clothes and textile accessories categories. A charge of USD 15 per item applies for all other categories. Please note that custom duties on return of items whenever applicable are borne by you.

What is the procedure for initiating a return for my item?

Return of your item depends on the lock-in consignment period. Item(s) that are out of the consignment period are returned immediately upon your prior request.

If you decide to withdraw your item(s) that are still under the lock-in period, please email us at sell@theluxurycloset.com and we will arrange to return your item(s) within 10 days. However, your item(s) may still sell during these 10 days and if it does, you will still receive your payout in full. If it does not sell, we will send your item back to you as per your request.

Will I be charged any fees if my item is determined to be counterfeit/fake?

Yes, The Luxury Closet will charge AED 100 authentication fee per item. The fee needs to be paid on the return of 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:

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

- 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 can track your order on the My Purchases page of your account.

You will also 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 varies according to your location. We offer free global shipping for all orders valuing USD 1000 and above. A fee of USD 50 is applied for international orders less than USD 1000.

UAE:

Shipping is free for orders across UAE except for Cash on Delivery (COD) orders. We charge a nominal fee of AED 30 for COD orders within the UAE.

GCC:

A charge of USD 25 along with a duty fee is applicable on all orders less than USD 1000 to GCC.

KSA:

5% custom duty fee applies for customers in Saudi Arabia who decide to pay with COD and collect it at the time of delivery. Said amount will be explicitly mentioned in the invoice.

When order value is less than USD 1000, along with the custom duty an additional shipping charge of USD 25 applies.

Kuwait and Bahrain:

5% custom duty fee is applied on orders to Kuwait and Bahrain are collected by the courier partner directly at the time of delivery.

A Shipping fees of USD 25 along with the custom duty is charged if the order value is less than USD 1000. Please note COD is not applicable on fine jewelry and precious metal watches.

Please Note:Regulations may prohibit importation of items made with exotic materials, precious metals and gemstones. Duties and Taxes, when applicable, are always a responsibility of the buyer.

Learn more about our delivery HERE.

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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 should contact our Customer Service Department informing them about the return 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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