Sign In

Last Updated: July 29, 2025

At Luv Luxe, we want you to feel confident when shopping for pre-owned luxury. Every item is carefully authenticated, inspected, and packaged to our high standards.

1) Change-of-Mind Returns (7 Days)

Return Window

• You may request a return within 7 calendar days of delivery.

Eligibility

• Item is in exact condition received with the Luv Luxe security tag attached and untampered (required by most luxury resellers to prevent “wear-and-return”).
• All original inclusions returned (e.g., dust bag, box, authenticity cards, certificates).
• Item is unused beyond normal try-on and free of additional wear, odors, or alterations.

Not Eligible

• Final-sale items (clearly marked), made-to-order services, hygiene-sensitive goods (e.g., pierced jewellery once worn), or items missing security tags/inclusions.

Outcome

• Approved returns are refunded to the original payment method (no store credit for change of mind).

2) Return Process

1. Request: Email hello@luvluxe.com.au within 7 days of delivery with your order number, reason, and clear photos.
2. Approval: We review within 2 business days and issue a Return Authorisation (RA) with instructions.
3. Ship Back: Send within 7 days of receiving the RA using tracked and insured shipping to the address provided (risk remains with sender until received).
4. Inspection & Refund: On receipt, we video-record opening and inspection for quality control. Refunds are issued within 5–7 business days once the item passes inspection.

3) Fault Warranty — 30 Days

• Covers manufacturing or functional faults reported within 30 days of delivery.
• Remedy: full refund or repair where practicable.
• Excludes: change of mind; accidental damage; misuse; normal wear and tear; and cosmetic defects already disclosed in the listing.

4) Authenticity Guarantee — 30 Days

We guarantee authenticity of every item we sell. If an item is proven inauthentic by a reputable third-party authenticator within 30 days of purchase, return the item and we’ll issue a 100% refund, including shipping.

5) Shipping Policy (Purchases)

• Free shipping Australia-wide, fully insured.
• Processing time: dispatch within 1–2 business days after payment clears.
• Delivery timeframes: standard 2–7 business days; express available on request.
• Tracking: provided for every order.
• Signature on delivery required for security.

6) Sell Your Item — Direct Buy-Out

6.1 Submission & Pre-Review

• Complete the Sell With Us form with item details, photos, inclusions, and (optional) expected price.
• We review and send shipping/drop-off instructions.

6.2 Sending Your Item

• You send or deliver your item to:
  Luv Luxe, 1a/23 Nind Street, Southport QLD 4215
• Use tracked and insured shipping. Luv Luxe isn’t responsible for loss or damage in transit.

6.3 Authentication & Condition Grading

• On arrival, we log, photograph, and inspect the item (hardware, stitching, edges, interior, serials/holograms, odors).
• Typical grading factors align with category leaders.
• If the item differs materially from the submission (undisclosed wear, repairs, or non-authentic), the quote may be revised or the item returned at your cost.

6.4 Offers & Validity

• Our firm buy-out is confirmed after inspection.
• Quotes are valid for a limited period; after expiry, we may re-quote based on current market data.

6.5 Payment

• Once inspection is complete, payment is processed within 24–48 hours via Bank Transfer or PayID.
• Name on the payout must match the seller’s ID (see KYC below).

6.6 Items We May Decline

• Items with prohibited materials, severe damage, missing critical components (e.g., movement faults in watches), or flagged by loss-prevention checks.

6.7 If an Item Fails Authentication/Inspection

• We’ll notify you and arrange return at your cost or in-store collection.
• Items left unclaimed after 30 days may be disposed of at our discretion.

7) Security, KYC & Fraud Prevention

• Security tag must remain attached to purchases for change-of-mind returns.
• For selling, we may require government-issued photo ID to comply with anti-money-laundering and stolen-goods prevention standards.
• We may decline transactions or freeze payouts where we suspect fraud, chargebacks, or legal claims.

8) Taxes, Duties & International

• Purchases: International duties/taxes are the buyer’s responsibility and are non-refundable on returns.
• Sell-ins: You are responsible for any taxes arising from your sale proceeds under your local law.

9) Packaging, Care & After-Sales

• All outbound items are professionally cleaned (surface level), photographed, and packed with padding to minimise transit damage.
• We recommend storing leather goods away from direct sunlight and moisture; use dust bags when not in use.

10) Disputes & Evidence

• We use video-recorded unboxing and inspection for returned and incoming sell-in items to fairly determine condition.
• In case of dispute, we may request courier tracking scans, third-party opinions, or additional photos/videos.

11) Contact

Every purchase at Luv Luxe is backed by our commitment to authenticity, quality, and customer satisfaction.
If you have any concerns, contact us at hello@luvluxe.com.au — we’re here to help.
Luv Luxe, 1a/23 Nind Street, Southport QLD 4215