FREQUENTLY ASKED QUESTIONS
Many question & answer to help you...
- How many products can I buy?
- Does Luxury Brand guarantee the authenticity
of their products?
- What is a Sanitized Paper?
- What about shipping and handling?
- Are you covered by Insurance?
- What about Delivery?
- How can I claim for defective products?
- Once the claim is confirmed, what should I do with the defective products?
- What about the reimbursement?
- What methods of payment are accepted?
- Why although my credit card is covered, you informed me that the authorization of the payment failed?
- How long does it take to get my money back in case of refunds?
- Why a brand-designer store could say that your products are replicas?
- I don't like the products I ordered, what can I do?
- Do you offer a repair service?
- How can I place my order?
- When is my order processed?
How many products can I buy? Back
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Customers are able to buy as much products
as they like, we just ask you to respect the minimum quantity
where indicated, as we are unable to provide those products
in smaller quantities than that indicated in our stock
list.
As shown in the example, below the item's description appears
the "Minimum Quantity" field, where you can
see if a minimum quantity is required. When a "NO" appears
it means, of course, that a minimum quantity is not required.
Does Luxury Brand guarantee the authenticity of their products? Back
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Our products come directly from the brand-designer
companies or their distributors in Italy (Wholesaler
company, directly boutique, Brand Shop or Brand Outlet). We do not market
replicas! All our products come with the sanitized paper
of the brand-designer company, cleared of any price information.
What is a Sanitized Paper? Back
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The sanitized paper or sanitized invoice
is the original invoice sent to by the brand-designer
companies.
What about shipping and handling? Back
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Our shipping and handling system is very
easy. We ship all products via UPS or FedEx, which are
worldwide major carriers. When the package is picked-up
by the courier, we email you the tracking number, so that
you can monitor via web the position of your shipment (www.ups.com or www.fedex.com).Delivery
is from 1 day to 3 working days depending on your country
area and custom procedures for the clearance of goods.
It's very important that you specify your phone number,
in order to avoid any problems or delays in the delivery.
Make sure to provide the Tax ID Number (VAT-ID or SS),
in order to speed up all custom procedure. Please be advised
that in case you do not provide us with your Tax ID Number,
the you will be contacted by the carrier for details and
delivery may be subject to delay.
Are you covered by Insurance? Back
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We cover any shipment with insurance for
damage in handling and shipping. If the box arrive opened,
crashed or wet urgently contact us prior to open it.
What about Delivery? Back
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Delivery service through our carriers
is Door to Door. We are not responsible for deliveries
organized directly by our customers. Please be advised
that you can contact the carrier, in case you need to modify
delivery terms or area.
How can I claim for defective products? Back
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All claims must be issued within 3 working
days from the receipt of products (the tracking system
will attest that). After that terms we do not accept any
kind of claim.
We are not responsible for manufacturing problems or defects
that may occur after many days or months the product has
been used. However, we will be available for any assistance
in regards.
We require our customers to send pictures by Email showing
hat kind of defect occur. Once the claim is confirmed,
customers are reimbursed by the original method of payment.
Once the claim is confirmed, what should
I do with the defective products? Back
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Once the claim is confirmed, you will
have to send us back the defective products in order to
receive the reimbursement. Products must carry an invoice and be sent back following the instructions you will receive
from us at confirmation.
Reimbursement will be issued once
the product is received.
What about the reimbursement? Back
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We reinburse:
- The cost of the item
- Return shipment from your area
.
We do not reimburse:
- The original shipment costs.
- Any duty, tax or other costs that customers pay to
import goods.
- Any charges related to credit card companies, banks
etc. , customers are entitled of.
customers are reimbursed by the original
method of payment.
What methods of payment are accepted? Back
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We accept two kind of payments:
The money is transferred to our account,
which details will be supplied to you, once your order
is placed. Please note you are entitled to cover all charges
issued by your bank. Ask your bank for more details.
-
Credit Card (Visa, MasterCard, Amex,
Diners, JBC)
We will send you a credit card payment
form which should be completed and returned to us. CVV2
is required. We are able to debit your card only in Euros.
In case the invoice is issued in USD, we convert the amount
using the daily value rate available at finance.yahoo.com.
We do not apply extra charges on your Credit Card
payment. For US customers, please note that many American Credit
Card Companies charge overseas payment. Please contact
your Credit Card company for more details.
Why although my credit card is covered,
you informed me that the authorization of the payment
failed? ("Authorization Failed") Back
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For security reasons sometimes credit
card companies do not authorize large payments, even if
your card is covered. If this case occurs, please contact
your credit card company to authorize them to process the
payment.
How long does it take to get my money
back in case of refunds? Back
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Bank transfers take from 3 to 7 working
days to be credited into your account, while by credit
card from 3 to 15 working days.
Why a brand-designer store could say
that your products are replicas? Back
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All brand-designer companies try to do
their best to preserve their business, especially in areas
where they have their own stores. This is the reason why
if you show them a product and inform them it does not
come from their store, they would be keen to say that “it
could be a replica”. Please note that they would
never say “it is a replica”, but that “it
could be”.
Difference in stitching, leather and any other small differences
are very common among hand made items.
Our suggestion is that, if a store says
your product is a replica, ask them for a written declaration.
They will never do it.
I don't like the products I ordered,
what can I do? Back
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Unfortunately nothing. We work hard each
day to offer your our best stock-list. So if you make a
mistake in choosing colors, sizes or style, we cannot help
you.
Do you offer a repair service? Back
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We offer free repair services but the
shipping and handling costs are charged to the customer.
Please note that repair takes approximately 20/30 days
from the receipt of the product.
How can I place my order? Back
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To place your order download and complete
the order form and return it to us by email. In case you
don’t have enough time, but want to make sure the
quantity of items you need is held back for you, please
send us an email. You will then complete the order form
later on
Please don’t forget to be quick in placing your
order, as our Stock List is sent out to more than 1000
customer at the same time and we are unable to guarantee
quantities.
The Order form can be downloaded here: Order
Form
When is my order processed? Back
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One we receive your order, it is processed
right away and it is confirmed by the issue on an invoice.
Once you receive the invoice you have 2 working days to
process the payment. If you pay by bank transfer, please
make sure to us copy of it. Once the payment is received,
we process the shipment.
Please be advised that if you
pay by bank transfer, the shipment will be processed
once the payment arrive in our account. The quicker your
bank
process the payment, the sooner we will be able to ship
you the products.