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View compareFrequently Asked Questions
Your guide to shopping, selling, and trusting Luv Luxe for authenticated luxury.
General Questions
1. Who is Luv Luxe?
Luv Luxe is an Australian-based boutique specialising in curated pre-owned luxury handbags, watches, jewellery, accessories, and lifestyle products. We focus on high-quality, authenticated pieces that bring timeless style and value to your wardrobe.
2. Where is Luv Luxe based?
We are proudly located on the Gold Coast, Queensland, Australia. We ship Australia-wide and internationally.
3. How can I contact customer service?
You can reach our team via:
- Phone: 1800 311 422
- Email: hello@luvluxe.com.au
- Contact Form: Available on our website
Social Media: Direct message us on Instagram or Facebook We typically respond within 24–48 hours.
4. Do you have a physical store?
Yes — customers can shop in person at our Gold Coast boutique. Visit our Contact Us page for the address and opening hours.
Orders & Shipping
5. How long does shipping take?
- Australia: 3–7 business days (location-dependent)
International: 7–14 business days (destination-dependent) Tracking is provided once your order is dispatched.
6. Do you offer express shipping?
Yes — express delivery options are available at checkout for faster arrival.
7. What countries do you ship to?
We ship to Australia, New Zealand, the USA, the UK, and select other countries. See our Shipping Policy for the full list.
8. Is shipping free?
Yes — we offer complimentary insured shipping Australia-wide on all orders. International shipping costs are calculated at checkout.
9. Can I change or cancel my order after placing it?
Changes or cancellations must be made within 1 hour of purchase. Email hello@luvluxe.com.au immediately.
Returns & Exchanges
10. What is your return policy?
We accept returns within 7 days of delivery for unused items with original tags attached. Sale items may be final sale — check product details.
11. How do I start a return or exchange?
Visit our Returns page or email us with your order number. A prepaid return label may be available for Australian orders.
12. How long do refunds take?
Once we receive your return, refunds are processed within 5–7 business days and may take additional time to appear in your account.
Payments & Discounts
14. What payment methods do you accept?
We accept:
- Visa, Mastercard, Amex
- PayPal
- Bank Transfer
humm (Australian customers – pay in instalments)
15. Do you offer discounts or promo codes?
Yes — join our newsletter or follow us on social media for early access to sales and exclusive offers.
16. Why was my payment declined?
Common reasons include insufficient funds, bank restrictions, or incorrect details. Try another method or contact your bank.
Products & Sizing
17. Are all items pre-owned?
Yes — our inventory consists exclusively of authenticated luxury goods. Each item is professionally cleaned or reconditioned where possible, and condition grades are clearly noted.
18. How do I choose the right size?
Check each product’s description for exact measurements. Contact us if you need assistance.
19. Can I request additional photos or videos of a product?
Absolutely — email us or message us on social media and our team can provide more images, close-ups, or videos.
Authentication & Product Guarantee
20. How does Luv Luxe ensure authenticity?
- In-House Verification: Our experts meticulously inspect each item.
- Third-Party Authentication: For high-value pieces, we work with accredited independent authenticators.
21. Do items come with proof of authenticity?
Yes — you’ll receive any available original brand packaging, serial numbers, or certificates, plus our Luv Luxe Authenticity Guarantee card. Some items also include third-party verification documents.
22. What is the authenticity challenge period?
You have 7 days from delivery to have your item independently authenticated. If their assessment contradicts ours, we’ll issue a full refund.
23. Can I request authentication before purchasing?
Yes — for high-value items, we can arrange expedited third-party authentication before you buy.
Selling to Luv Luxe
24. Do you buy luxury items?
Yes — we purchase luxury handbags, watches, jewellery, and collectibles directly from customers. Contact us for a quote.
25. What brands do you buy?
We focus on luxury brands such as Chanel, Louis Vuitton, Hermès, Gucci, Cartier, Rolex, Bvlgari, Tiffany & Co., and more.
26. How do I get paid for selling my item?
Once we inspect and authenticate your item, payment is made via bank transfer or your preferred secure method.
Other Common Questions
29. Are prices negotiable?
We aim to price items competitively based on market value, but feel free to contact us for discussion on high-value pieces.
30. Can I reserve an item?
Yes — deposits are available on certain products. Contact us for details.
Why Trust Our Authentication?
Transparency: We disclose restoration work or flaws in product
descriptions.
Expertise: Decades of combined experience in luxury resale and
authentication.
Guarantee: Your purchase is backed by our reputation—we never sell
replicas.
Still Have Questions?
Our expert team is here to help. Contact us for any inquiries about our products, services, or policies.