Frequently Asked Questions
Direct answers to the questions we hear most — on authenticity, shipping, returns, selling to us and more.
Authenticity & Trust
Is everything authenticated?
Yes. Every item is inspected and authenticated in-house by our team — hardware, stitching, materials and construction. Where possible, items are also authenticated by Entrupy, an independent third-party authentication service. Each product listing states how an item has been authenticated.
How does Refound Luxury authenticate items?
Every item is inspected in person by our team, checking construction, hardware, stitching, materials, logos, branding, date codes, serial numbers and overall quality. Where possible, items are also authenticated using Entrupy, an AI-powered third-party authentication service used across the luxury resale industry, which uses micro-imaging to examine material and craftsmanship at a level not visible to the eye. Read the full step-by-step process in How We Authenticate Every Item.
What is Entrupy?
Entrupy is an independent, third-party authentication technology that uses micro-imaging to examine material and craftsmanship, cross-checked against a database of millions of authenticated luxury items. Where possible, items are also authenticated via Entrupy; each product listing states how an item has been authenticated. For Entrupy-authenticated items, you'll receive the authentication certificate by email after purchase.
What is the “Authenticated With Care” security tag?
Selected items arrive with an “Authenticated With Care” security tag confirming the item returned is the same one originally dispatched. If you need to return the item, the tag must remain attached and untampered with — returns may be refused if it's removed, cut or altered, unless the item is faulty or significantly not as described.
Where do you source your stock from?
We source from carefully selected suppliers and sellers, chosen for their reliability and track record with genuine designer goods. Items are checked at the point of sourcing, filtering out anything that doesn't meet our standards before our own in-house inspection.
Is Refound Luxury affiliated with the designer brands you sell?
No. Refound Luxury Ltd is an independent reseller of pre-owned luxury goods. We are not affiliated with, endorsed by, or an authorised retailer of any of the designer brands featured on our site. All trademarks remain the property of their respective owners.
Payment
What payment methods do you accept?
Card, Apple Pay, PayPal and Klarna. Payment is completed in full before your order is dispatched.
Shipping & Delivery
Do you ship internationally?
Yes, we ship worldwide to selected destinations. Delivery times vary by country. Any customs duties, import taxes and fees charged by the destination country or the courier are the buyer's responsibility and are not included in the item price or our shipping charge.
What are your processing times?
Orders are processed within 1–3 working days (Monday to Friday, excluding bank holidays). You'll receive a confirmation email with tracking information where available. Processing may take slightly longer during busy periods, product launches or public holidays.
How long does UK delivery take?
Standard delivery takes 2–4 working days; express delivery (where available) takes 1–2 working days. Delivery times begin once your order has been dispatched.
Can I track my order?
Yes — tracking details are emailed to you as soon as your order is dispatched, so you always know where it is.
What happens if my parcel is lost or damaged?
We recommend contacting us within 48 hours of delivery (or the expected delivery date) so we can deal with it as quickly as possible. You can report a lost or damaged parcel up to 30 days after delivery (or the expected delivery date), and we'll work with the courier to resolve it quickly.
Who pays customs or import fees on international orders?
Any customs duties, import taxes or fees charged by the destination country or the courier are the buyer's responsibility. They are not included in the item price or our shipping charge, and we do not collect them at checkout.
Returns & Faults
What's your returns policy?
A 14-day standard return window if you simply change your mind — you cover return postage unless the item is faulty or not as described.
How does the 14-day return work?
UK and EU customers have a statutory right to cancel within 14 days of receiving their order, no reason needed. Tell us within 14 days (email hello@refoundluxury.com), then send the item back within a further 14 days. Refunds are processed within 14 days of us receiving it, including your original delivery charge.
What condition does a returned item need to be in?
The same condition as received (trying on is fine), free from new damage, stains, odours or wear, with original accessories, dust bags and authenticity cards included. Selected items are supplied with an authenticity tag which must remain attached for a full refund.
What if my item arrives faulty?
Contact us within 30 days of delivery — this is separate from the 14-day standard return window. Where appropriate, we'll arrange a replacement, repair, partial or full refund, in line with your rights under the Consumer Rights Act 2015. Nothing in this policy affects your statutory rights.
Selling to Us
Can I sell my items to you?
Yes — sell outright and get paid immediately, or consign with us and keep 70% of the final sale price. No upfront cost either way; we handle photography, listing and postage. See how to sell your designer bag or accessories for the full breakdown.
Are items new or pre-owned?
All pre-owned. As we specialise in pre-loved luxury, many items show signs of previous use — always inspected, clearly described and photographed before listing. Read more on what condition really means.
Your Order
Will my item come with extras?
Where included in the listing, yes — original dust bags, boxes or accessories, always stated clearly before you buy. Selected items also arrive with our “Authenticated With Care” security tag.
What condition are photos and descriptions accurate to?
As we specialise in pre-owned luxury, many items will show signs of previous use. Any noticeable wear or imperfections are always clearly described and photographed in the listing, so you can shop with confidence.
Sizing & Contact
What about sizing?
As every piece is pre-loved and often vintage, sizing can vary from today's standard. Always check the listing carefully, and message us first if you're ever unsure — we're happy to help. See our buyer's guide to pre-loved designer handbags for more tips.
How do I get in touch?
Email hello@refoundluxury.com or use the chat assistant on our site.