FAQ

Yes. Authenticity is central to our business. The Luxity Authenticity Guarantee covers every item we sell. If you can prove that an item purchased from Luxity is counterfeit, you can return it at any time—even years later—for a 100% refund. That is our lifetime return policy on authenticity.

Before an item is listed, it is examined then re-examined by our qualified Authenticators. Items undergo brand-specific checks and tests conducted by our team. If we are ever unsure, we will not stock the item. Fake or counterfeit goods are never sold through Luxity this is our promise.

Often, yes, but we cannot guarantee it. When available, original boxes, dust bags, receipts, and other materials are included and explicitly stated in the item description on our website. Please read the description carefully.

Luxity is not partnered or affiliated with any of the brands sold through our online boutique. However, we cooperate fully with those brands in an attempt to trace the source of counterfeit items. This includes revealing the contact information of the person(s) submitting counterfeit goods.

Every sold item ships with a Luxity Security Tag attached. It will not damage the item and can be removed easily with scissors, but it cannot be reattached. You have 7 days from signing for your parcel to return the item for a refund or store credit if the security tags remain attached.

Every sold item ships with a Luxity Security Tag attached. It will not damage the item and can be removed easily with scissors, but it cannot be reattached. You have 7 days from signing for your parcel to return the item for a refund or store credit if the security tags remain attached.

Yes. You may return any item purchased online and not viewed within 7 days of purchase for a refund or store credit provided:

• The Luxity Security Tag is still attached and intact.
• The item is in the same condition as when we sold it.
• You arrange insurance for the item while it is in transit back to Luxity. Risk and ownership transfer back to us only once we receive the goods in good condition.
• Return shipping costs are for your account.

• Refunds/credits are based on the amount actually paid for the item. Each listing includes full descriptions, measurements, and disclosed flaws—please review them to avoid unnecessary returns.
• The item was not a sale item or part of a promotion.

Overdue order note: Orders not fully paid within 60 days are considered overdue and subject to a 15% Restocking & Cancellation Fee of the total order value. This fee is waived only if the item(s) are not returned; if the corresponding order was overdue, the full 15% fee will be charged on any returned item(s). If an extension beyond 60 days has been request and granted, the fee is increased to 25%.

Please also be aware that your item(s) must be collected from the boutique of your choice within 7 days of settling the balance. After that, the return window will be closed and we can no longer accept the return.

Items collected or viewed online may not be returned, the return policy is purely in place as a cooling-off period for items purchased online which have not been viewed.

Returns are not accepted after 7 days (except for the lifetime authenticity guarantee scenario). For watches, warranty applies to covered defects but is separate from the return policy.

In many cases, yes each item is listed with details on the packaging provided. If no original packaging is provided we include a complimentary Luxity dust bag or box to help protect your item.

Firstly, nothing we sell is "drab" and our items are in exceptional pre-owned condition (some of them have never even been worn).
As for the packaging – our answer is YES! The experience that we box is truly special. We have tried to think of every detail. In fact, our packaging is so amazing that you can be confident to send it directly to a recipient as a gift.

Yes. We take pride in our packaging experience—it's considered, premium, and suitable to send directly as a gift. (Also note that many items we sell are in exceptional pre-owned condition; some may be unworn/new.)

We accept Visa, MasterCard, and Amex via your Dashboard and Online Store (https://app.luxity.co.za/), EFT/Bank Deposit, and cash (in-store only).

Yes – in-store only.

No. All prices advertised are fixed and non-negotiable.

Check your Luxity Dashboard to view your balance and use it at checkout, or contact any of our boutiques for help.

Our Buyers assess each item individually, with reference to its retail value, condition, popularity/rarity, accompanying materials (dust bags, receipts, etc.), and current fashion trends.

An item may stay in your cart indefinitely. There is no time limit on how long an item remains in your shopping cart. It will stay there until you remove it or until it sells to someone else who has it in their cart.

Please respect the fact that each item we stock is one of a kind and for this reason purchases are reserved on a "first paid, first-served" basis.

No. Please pay via your Dashboard, EFT/bank deposit, or in-store.

Yes—request a VAT invoice at checkout or from support, ensuring your company details are on file.

Choose the DEPOSIT option at checkout to secure the item with a 25% deposit. Pay the deposit immediately to avoid automatic cancellation and the item returning online. You then have 60 days to settle the balance.

Once the minimum deposit is paid, you then have 60 (sixty) days in which you can settle your account. Instalments may be paid at any time, in any amount over R500 (ZAR) during this time. Should you not be able to pay the remaining balance – you may cancel your order and Luxity will refund you, while retaining 15% of the total value of the item (Restock & Cancellation Fee).

• 25% deposit to reserve.
• Balance due within 60 days from the reservation start date.
• Swapping items, cancelling the order, or defaulting within the 60-day period triggers a non-refundable 15% Restocking & Cancellation Fee of the total item value.
• Orders not fully paid within 60 days are overdue and subject to the 15% fee (waived only if the item(s) are not returned; otherwise, the full 15% applies).
• If Luxity grants an extension beyond 60 days, the fee is increased to 25%.

You control the instalment schedule within the 60-day period. Accepted methods: Luxity Store Credit, Credit Card, EFT/Bank Deposit, or Cash (in-store only). If you do not pay in full within 60 days, we’ll refund you minus the applicable 15% fee (or 25% if your reservation was extended).

Yes. Set your Interests in your Dashboard (My Account → My Interests) to receive email and/or WhatsApp alerts when matching items go live. Our boutique teams can also add interests to your profile.
Early Access: If you spend over R 100,000 or purchase more than 10 items in a rolling 12 months, you qualify for Early Access—you’ll see new listings 24 hours earlier. Spend over R 100,000 and purchase more than 10 items in 12 months to join our Xclusive Members, who also enjoy early access plus additional surprises.

Your Dashboard shows all current and past orders. You can also request a statement at any time.

Cancelling a reservation incurs a non-refundable 15% Restocking & Cancellation Fee of the total purchase price. To avoid this, consider paying in full instead of reserving, and carefully review descriptions and photos before buying. Changing items during the payment period counts as a cancellation and triggers the 15% fee; remaining funds can be refunded via EFT or applied as Store Credit. If full payment is not received by day 60, the reservation is cancelled, the item returns to inventory, and you are refunded minus 15%.

We must insist on settlement within 60 days (our sellers rely on prompt payouts). Extensions are at Luxity’s discretion; if granted, note the cancellation fee is increased to 25% in case of cancellation.

Either collect from one of our boutiques or use our free door-to-door international delivery service.

If you are making use of our free shipping option, you will be provided with the tracking number of your parcel.

We use reputable couriers only. All parcels require signature and proof of identity—only you may sign for your package.

No. We cannot ship to P.O. Boxes.

Yes. Shipping (including international) is included in the purchase price.

We declare the goods as used items without stating the brand. The declared value equals the amount you paid in ZAR.

Customers outside South Africa are responsible for any Customs fees/duties at the port of entry.

Collection: Once your full payment reflects (EFTs can take 1–2 business days), we confirm payment. If the item isn’t already at your chosen boutique, we’ll notify you as soon as it arrives for collection.

Delivery: We usually dispatch within 1 business day of receiving payment. Most parcels arrive within 2–3 business days. Outlying areas may take longer. Need it sooner? Call a boutique—express shipping may be possible and might incur an extra charge.

Standard economy ground shipping within South Africa is free. For express, same-day, contact a boutique for assistance.

Yes. Standard ground shipments are insured for the full value of the item against loss or damage in transit.

Your parcel is fully insured. Contact us immediately so we can work with the courier to investigate and resolve (refund or replacement, as applicable).

Yes. We follow approved cleaning methods before photographing and stocking items to revive them as best as possible. We don’t perform full professional restorations; some pre-owned flaws cannot be removed. Our goal is to present items looking their best.

We professionally vacuum pockets, slots, and compartments (for handbags, purses, etc.) and polish hardware with special cloths. We do not attempt stain removals or major wear repairs—but we fully disclose such issues in item descriptions

We do not stock smelly items. All items are conditioned to remove odours as far as possible, and all clothing is professionally dry-cleaned.

Yes. Contact a boutique or support and we'll try to provide additional images or a brief video (subject to item location and staff availability).

If you've spotted an item you would like to purchase, consider submitting your item and requesting store credit. We can often offer you more on store credit for your item which you can use towards your future purchase.

Your invoice serves as your certificate of authenticity; many items are also provided with digital certificates of authenticity. Upon request, we can issue an evaluation certificate confirming the value for your records and for insurance purposes.

Each item has detailed condition details where required, these range from New to Very Good, with specifications listed per item.

Yes—call ahead to confirm the item's location. If it's at a different site, we can transfer it to your preferred boutique (lead time applies).

We don't perform in-house repairs beyond basic conditioning. For watches, the Luxity Watch Warranty covers manufacturing defects as stated. For other repairs, we can recommend third-party specialists; fees are for your account.

Yes—Luxity Watch Warranty:

• Watches under R 100,000: 1-year warranty
• Watches over R 100,000: 3-year warranty

It covers malfunctions due to manufacturing and material defects, battery replacement, and water resistance under regular use within the manufacturer's specifications. It does not cover cosmetic damage (scratches, finish, crystals/glass), straps (leather/fabric), damage from excessive wear and tear, use beyond the manufacturer's water-resistance rating, or damage due to physical/accidental abuse.

Shoe and clothing sizes are UK and EU, based on the information on the item or its packaging.

We measure Width × Height × Depth at the widest points (in cm). Strap drop and handle height are listed when relevant.

Yes. Occasionally we receive items that have never been used. These are clearly marked as NEW in the condition notes.

No. While we are legally required to keep the previous owner's contact details, we do not share personal information.

We operate under South Africa's Second-Hand Goods regulations and hold a Second-Hand Goods Licence, which reduces the risk of stolen goods entering our inventory.

Yes! Luxity has been proudly South African since the beginning.

No. Luxity currently operates exclusively in South Africa.

We have four boutiques:

• Sandton City in Johannesburg
• V&A Waterfront in Cape Town
• Menlyn Maine Central Square in Pretoria
• Gateway Mall in Durban

• Visit any boutique
• Email: myorder@luxity.co.za
• Call: 010 020 6171
• WhatsApp: 074 854 9362

To sell to us begin by submitting your items online via https://luxity.co.za/sell-to-us or by visiting one of our boutiques.

After you submit your item, our Authenticators review your photos with brand-specific checks. If you proceed, our team physically inspects and authenticates your item at our Head Office.

We’ve been buying and selling pre-owned luxury since 2015. Many of our team members have been with us from the start, and we’re the largest source of pre-owned luxury in South Africa—and on the African continent—enabling strong prices and quick sales. Our four boutiques attract high footfall, and your Luxity Dashboard gives you full, real-time visibility into the status of your items.

We aim to send an offer within 72 business hours

We consider condition, demand, rarity, popularity, current retail price, fashion trends, and whether the original materials (receipts, dust bags, packaging) are included.

If you think we've under-valued, you're welcome to tell us what you were hoping to get.

Our Head Buyer determines offers based on the item's condition, the brand's popularity, and current market demand.

Yes, all items in our care are automatically insured against in-transit damage and theft.

Commissions vary by item value (higher-value pieces typically have lower commissions) and by payout method. Consignment usually nets you the most. In general, Luxity's commission ranges from 25% to 50%.

Not currently. We purchase inventory only from individuals within South Africa, and we pay via EFT to South African bank accounts only.

We receive many items daily and list them in order of arrival at our Distribution Centre. Please allow 2 weeks for inspection, cleaning (if needed), photography and listing.

Timing varies. Some items sell immediately (you may be paid within days once fully paid by the buyer); others take longer, may be cancelled after 60 days, or can be returned and relisted. Track status in your Dashboard—we strive to pay you promptly.

Your Dashboard always shows the status of your consigned items and an estimated payment date. We will also contact you when your item sells and we're ready to pay out.

Cash offers: We pay in the next business-day payment run after you complete the VAT form, updated your banking details and verified your ID in your Dashboard.

Consignment: We contact you once the item has sold, is fully paid, and the return window has closed. Complete the Vat form, confirm your banking details and verify your ID; we pay via EFT (or apply as Store Credit on request).

Note: Luxity never pays in physical cash for payouts.

For security. We only process EFT payments to the banking details you've captured.

In your Dashboard: My Account → Edit Profile. Your banking details and personal information are encrypted; no one at Luxity can access them.

Yes. Your Dashboard data (including banking details) is encrypted. Access is restricted and used only for payment processing and order management, per our Privacy Policy.

If a bank account number is flagged as incorrect, we'll contact you. If funds clear into a wrong existing account, we'll attempt to reverse them, but recovery isn't guaranteed. Please double-check your details.

Unfortunately, at this point we can only make payments into a South African bank account.

We revoke the offer, and you must collect the item from where they were submitted or arrange a courier at your own expense.

Yes. Under the Luxity Consignment Agreement, you agree to a minimum listing period of 120 days (4 months). If you want it back sooner, a R 1,000 cancellation fee applies. Items reserved with a deposit are non-returnable unless the customer cancels.

If a cash offer was made, you can switch within the four-month consignment period for a R500 administrative fee.

Typically within 1 business day. We'll send you a VAT form to complete online (takes seconds). Once received, we process your EFT within 1 business day.

Yes, but before the 4-month minimum ends, a R 1,000 per item Cancellation Fee applies. All fees are paid in store upon collection, and you must give email notice before collection. Items reserved with a deposit are not returnable unless the customer cancels.

No, not at this time.

It's an offer by Luxity to buy back an item you previously purchased from us.

No. Eligibility is assessed case-by-case at Luxity's discretion.

No.

Items marked as Investment Pieces are those that have generally appreciated in price in the past. Some items appreciate over time, but not overnight. Don't expect full value back after a few months. Value depends on several factors (current retail value, exchange rates, etc.), and appreciation may take years. Patience is key.

Payments are made after authentication. All items submitted are transferred to our Head Office in Johannesburgh for authentication. Allow 2–4 working days for courier delivery to Head Office and an additional 2–3 working days for authentication prior to the payment process beginning.

Initial offers are based on your images, so you have a quick estimate. If you accept, our Authenticators inspect the item at Head Office. In most cases, the offer stays the same.

Visit https://app.luxity.co.za/. Your username is the email address you used to contact us. All purchases and sales are linked to that email.

Your username is your email. If you forgot your password, use "Forgot Password?" at https://app.luxity.co.za/ or request an OTP to your mobile.

Log in to your Dashboard to view all current/past orders and see the estimated payout date for reserved items.

View details of past and current orders, outstanding balances, and real-time status of items you're selling through Luxity—all in one place. You can also manage your loyalty status and coupons as well as update your profile. Your dashboard is your gateway to all your personal Luxity needs.