Frequently Asked Questions

  • How do you ship and is it free? Are import duties included?

    United States:

    Shipping is FREE to the U.S. and import duties are included in the price for all US orders. Note we are located in Australia and shipping times to the US are generally within 7 days. We ship via DHL, which is fully trackable and insured. We will dispatch your order by the end of the next business day and email you the tracking details. A signature is required on delivery and we therefore do not ship to post office boxes.

    International Orders:

    We are based in Australia and ship to all major countries including the US, Canada, Europe, Hong Kong and more. We ship via courier for FREE to the US. Shipping is $55 to all other international countries sent via registered international post. Import duties are included for US customers only, and all other buyers are responsible for any import duties in their country.

  • Can I return an item?

    International orders (ie. that are outside of Australia) can be returned by notifying us within 7 days. International buyers must then promptly ship the item per our return instructions at their own cost and responsibility.

    An item can only be returned if it is unused and our tag remains attached. To initiate a return, contact us at enquiries@luxeitfwd.com.au before 5pm (AEST) on the final day of the returns period.

    A full refund will be issued for returns paid by credit card. For returns/cancelled PayPal orders, a 3% fee will be retained (PayPal don't refund store fees). For returned/cancelled layby orders a service fee of 10% of the price will apply. Full conditions regarding returns can be found at our returns page.

  • What payment options do you accept?

    We offer the payment options of:

    • Visa or Mastercard
    • PayPal
    • Lay-by with PayPal

    See our lay-by page for full details as to how they work.

  • How do I layby a bag and what are your layby terms?
    For full details on our flexible and easy layby options, see our laybys page
  • How can I be guaranteed authenticity?
    See our Authenticity page for full details on our guarantee of authenticity.
  • How do I sell or consign my bag, shoes or jewellery?
    Please see our Sell page to get a free quote and for full details of how to sell or consign your luxury handbag, shoes or jewellery.
  • Do items come with dustbags or receipts?
    If the original designer dust bag, receipt and/or other accessory is included with the purchase, then this will be included in the description inclusion for the item on the product page. For our handbags without the original designer dust bag, we include one of our Luxe.It.Fwd dust bags complimentary with your purchase.
    Please note that it is more common than not that the previous owners choose not to or forget to keep their dust bag or original receipt. Simply because these may not be included with an item is not an indicator of inauthenticity or otherwise. (See here for more on our Authenticity Guarantee).
  • How do you determine your prices? Are your prices negotiable?
    The price of an item is determined based upon the market value of like items, which is based on its popularity, colour and condition.
    We take great efforts to set our prices fairly based upon the current market value and therefore the stated prices are firm.
  • Do I need an account to purchase?
    No. You can either check out as a guest or create an account at check out to save time in entering your details for future purchases.
  • Forgotten password for account?
    Simply click here and follow the instructions to re-set your password.
  • Any other queries?

    If you have any queries that are not listed above, then please contact us and we would be more than happy to assist.

Our online store is open and all services are currently operating as usual. See updates here.

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