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Frequently Asked Questions

Buying

Does REDELUXE charge sales tax?

REDELUXE is legally obligated to charge sales tax on all orders shipped to Texas. This charge is calculated at checkout, based on the current tax rate for the zip code displayed on your shipping address.

How do I cancel an order?

Orders placed within the first hour of purchase can be canceled against a 3% fee. For canceling an order, please contact us via email or through our social media accounts.

How do I set up a payment plan?

For all items over $1,500, we provide the option of splitting the payments up. To take advantage of this payment plan, simply place a non-refundable deposit of 25%, select your installment window (4-6 weeks), and choose whether you want to make weekly or biweekly payments. For more details, visit our Payment Plan Page.

What if I can’t finish my payment plan?

If you are unable to make your remaining payments, simply notify us via email that you wish to cancel the payment plan. All your payments will be refunded in full, except for the initial 30% deposit. And if you just need more time, email us your request to extend your payment plan; further assistance and guidance is available on demand.

Selling

How long is my quote valid?

You have 7 days to accept or refuse our calculated quote. If you accept the quote, you will have 7 additional days to ship the item to us. If you have not accepted the quote or shipped the item within this time frame, the quote will no longer be considered valid. To get a new quote, you will need to resubmit the item.

Why was my item not accepted?

There could be a variety of reasons why we have not been able to successfully quote your item at a given time:

  • Your item may be from a brand that we do not commonly work with.
  • Your item may not be a category that we accept, such as clothing or fragrance.
  • Your item may have a low resale value (due to the style, color, size, condition, etc.)
  • Your item may be equivalent or similar to others we have in stock. If this is the case, we encourage you to reach back out a few months later, as our inventory changes often.

Shipping

What shipping service do you use?

Our orders are sent via FedEx. At checkout, you will have the option to choose our $9 FedEx 2Day Shipping option for any domestic shipment. International orders will be shipped with FedEx Priority Shipping for a $99 fee.

Please note that there may be extraordinary circumstances when another courier is used to ship your items. In this eventuality, the customer will be notified of the change.

While deliveries may be scheduled for a specified arrival, REDELUXE is not able to guarantee delivery by a specific date. Shipping delays caused by issues beyond our control are not liable for a fee refund.

Do you ship to P.O. boxes?

In order to reduce online security issues, we are not shipping to P.O. boxes at this time.

What if my package is lost?

All packages with a REDELUXE-provided shipping label are tracked and insured. In the event of a lost package, please email shop@redeluxe.com for assistance.

Do you ship internationally?

Absolutely! International shipping takes approximately 4-7 business days to arrive from the order date. We ship internationally with FedEx, or on occasion with DHL or UPS, depending on location. The shipping fee for all international orders is currently $99.

Please note that customers are responsible for any import duties, goods, and services tax (GST), value-added tax (VAT), customs fees, and any other tax on top of the purchase price. Delivery delays may occur due to external factors such as customs clearance. Items made of exotic materials cannot be shipped outside the US. No returns can be accepted on international purchases. All shipments are tracked and insured.

What value do you declare on shipments?

The customer is solely responsible for import taxes, customs duties, and any other applicable fees imposed by the destination country, as well as compliance with any applicable laws and regulations. Please note that all items will be declared at the full purchase price and indicated as “used” when shipped outside of the United States. We are unable to declare any item as a “gift”.

General

What’s the best way to contact you?

In most cases, the best way to contact REDELUXE is by emailing shop@redeluxe.com. While we sometimes respond to Instagram messages more promptly, we ask that all serious inquiries and correspondence is handled via email. Please allow up to 2 business days for a response.

Do you offer a quality warranty?

Following purchase, REDELUXE is not responsible for any new damage or wear to an item. We are unable to honor any brand-specific warranties as we are not a part of the manufacturing process. As thoroughly equipped as our team is to examine items, we are unable to predict the long-term workmanship of the items listed on our website.

How long until I hear back from REDELUXE?

As a rapidly growing business, we are continuing to do our best to get back to you as soon as possible. The average response time at the present time is 1-2 business days.

How do I know if my item is eligible for the Buy-Back Program?

In order to be eligible for the full buy-back price, all items must be in the same condition they were in at the time of purchase. Any additional flaws, damage, odors, etc, may render the item ineligible for the full buy-back price.

If you sell your item back within 3 months, we can offer up to 75% of your original purchase price.

If you sell your item back within 4-6 months, we can offer up to 70% of your original purchase price.

If you sell your item back within 7-12 months, we can offer up to 65% of your original purchase price.

How can I be sure an item is authentic?

At REDELUXE, our mission is to redeem luxury resale and provide a reliable luxury shopping experience. A key component of that is building trust through authenticity. Our team of in-house experts is thoroughly trained and equipped to examine all items that we receive and determine their authenticity. We guarantee the authenticity of every item we sell or 100% of your money back. Ensuring your trust is our top priority!

Still have questions?

Please Contact Us

Please contact REDELUXE directly via email or social media.

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