Customer Care & FAQ
How can we assist you today? Explore our comprehensive guide to luxury consignment, authentication, shipping, and returns.
Consignment
It's quite a straight-forward process than most expect. First you would submit your item for review, and our team will evaluate it for authenticity and condition. Once approved, we photograph, list, and market your piece. When it sells, you get paid. We handle everything — you just sit back. If we employ Entrupy, the customer is responsible for paying for the authentication: In-store, we offer Entrupy authentication for $30/handbag and $150/bag for brands such as Hermès.
We accept a wide range of contemporarty to luxury designer brands including Chanel, Louis Vuitton, Prada, Gucci, Hermès, Dior, Fendi, Bottega Veneta, Valentino, Burberry, Mother Denim, Montcler, and many more. If you're unsure whether your item qualifies, you can email us at shop@prelovedandluxe.com and we will be happy to take a look.
For most pre-owned luxury items, the split is 60/40 in favour of the boutique. For luxury handbags, consignors receive a more favourable 70/30 split. Commission rates may vary on a case-by-case basis for high-end luxury brands.*
*Split determination subject to change and may be adjusted for high-end luxury brands such as Hermès. PreLoved & Luxe reserves the right to modify this split at any time.
It depends on the brand, condition, and demand. Some pieces sell within days, while others may take a few weeks. We actively market every consignment item across our website and social channels to find the right buyer as quickly as possible.
When we confirm your items acceptance to our consignment portal, you will receive a link to your item's listing. This can take up to 3-5 business days, depending on the season, holidays, or delays in authentication. We ask that you please be patient and that your items are being held in confidence with security. Authenitcation can take time.
When your item sells, you will receive a payout at the end of the next month by cheque, store credit, PayPal, or e-transfer.
The default payout method is by cheque, which is held at our boutique, unless otherwise stated when item is dropped off. It is your responsibility to keep up-to-date on your items on consignment, and whether or not you choose to donate your items if they did not sell after the time alloted.
Authentication
PreLoved & Luxe is an authorized global online retailer with the finest edits in luxury fashion, shoes, jewellery and accessories.
Authenticity is ensured. Every single piece undergoes a rigorous multi-point physical inspection by our in-house and warehouse luxury brand experts before listing. We verify materials, stitching, hardware engravings & weight, date codes, and brand-specific details, backing every purchase.
Our expert authenticators inspect every item by hand, analyzing fine details such as logo fonts, leather grains, stitching patterns, zipper brands & weight, and serial stamps. Online purchases come with authentication certification, and where applicable, we also employ advanced AI-powered Entrupy authentication technology in-store to analyze microscopic leather fibers and hardware details.
Whenever original packaging, dust bags, authenticity cards, or receipts are provided by the brand or consignor, they are always included with the item. Each product description page lists all included accessories for that specific piece. For new items, we include everything you would receive directly from the brand.
PreLoved features authenticated pre-owned designer pieces — carefully curated and given a second life. Luxe is our collection of brand-new designer items sourced internationally. Both offer the same commitment to quality and authenticity.
We only accept items in excellent to like-new condition. Each listing includes detailed photos and an honest condition description so you know exactly what you're getting. If an item shows any signs of wear, we'll note it clearly. We do offer items from our brands that are new, but may have slight defects. These items are listed as Preowned/Defect as the majority of the items were display items in store. The price reflects this.
Each elegible item purchased online comes with either Entrupy authentication, and/or like new as if you purchased it directly from the Fashion House. In-store, we offer Entrupy authentication for $30/handbag and $150/bag for brands such as Hermès. We stand by all products we sell in-store and online.
Shipping & Tracking
Yes! We ship worldwide. Shipping costs and delivery times vary by destination. You'll see the exact shipping cost at checkout before completing your purchase. We offer free shipping on orders over $89.
Returns & Exchanges
We want you to love your purchase. If something isn't right, please contact us within fourteen days of receiving your order. Items must be in the same condition as received, unworn, with all tags attached and with original packaging. Please note that final sale* items are not eligible for return. See our returns & refund policy for final sale items.
For eligible* returns purchased online on our website, you will receive the address to which warehouse you will return your item to when your eligible* return is processed.
For items purchased through Walmart.ca & Walmart.com, you will return your eligible* item to the following address:
PreLoved & Luxe
5431 Spring Garden Rd, Unit 203, Halifax, N.S., Canada B3J 1G1
*see our returns & refunds policy for final sale & eligible return items. Items purchased through Walmart cannot be returned to the store.
Partners
Throughout her distinguished career spanning business, military service, and fashion, our Founder has cultivated meaningful partnerships with visionary entrepreneurs and business leaders across the globe.
Cora is committed to sharing these curated collaborations with the PreLoved & Luxe community—each partnership selected to amplify expertise, foster growth, and celebrate the businesses and founders who share her values.
She believes that true entrepreneurship transcends individual success. The most impactful founders leverage their knowledge and experience as a catalyst for elevating others, creating a ripple effect of innovation and mutual advancement and positive community returns.
To become one of our vetted PreLoved & Luxe partners, you can visit our partners page to get more information, or you can contact us at shop@prelovedandluxe.com.
Still need assistance?
Our concierge Customer Care team is here to provide bespoke assistance.
Free delivery worldwide
Fast, Duty Free Delivery Over $89*
AFFORDABLE LUXURY
Luxury Pieces, Flexible Payment Options
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Customer Chat Support 24/7
Easy Returns
Eligible returns are accepted within fourteen days of delivery.