General Q & A

Purchase FAQ

1. Are items being sold on LUXCELLENT authentic?

Yes! All items being sold and/or have sold on LUXCELLENT are authentic. We are one of the most reputable consignment boutiques in New York and have years of experiences in buying and selling preowned designer items. We take authenticity seriously.

2. Does LUXCELLENT also sell at another platform?

Yes. LUXCELLENT is also selling on Tradesy, LePrix, and Etsy. We are selling as LUXCELLENT on TradesyLUXCELLENT on LePrix, and as LUXCELLENT Vintageluxe on Etsy.

3. Who should I contact with if I have questions about my orders on LUXCELLENT-Tradesy, LUXCELLENT-LePrix, and LUXCELLENT Vintageluxe-Etsy?

For LUXCELLENT-Tradesy orders, please contact our LUXCELLENT team via Tradesy message box. One of our LUXCELLENT-Tradesy team members will get back to you via Tradesy message.

For LUXCELLENT-LePrix, please contact our LUXCELLENT LePrix team via LePrix message box. One of our LePrix team members will get back to you via LePrix message.

For LUXCELLENT Vintageluxe-Etsy, please contact our LUXCELLENT team via Etsy message box. One of our LUXCELLENT Vintageluxe-Etsy team members will get back to you via Etsy message.

4. I have placed an order, how long does it take for my order to ship?

We ship an order within 1-2 business days. It take can a longer time if your order is received on the weekends or on the Holidays. Sometimes, it takes us longer time to verify your billing information if your billing information is entered incorrectly, which will trigger an alert with our payment verification team. To avoid a longer payment process time, please make sure you fill-out your billing information correctly.

5. What are the payment methods? Do you take installment payment plans?

You can pay with credit cards (VISA, MasterCard, American Express, Discover) and Paypal. Currently, we do not take installment payment plan.

6. How long does it take to receive my order?

It will take approximately 2-3 business days with USPS priority mail and 3-5 business days with USPS first class mail. Please check the tracking information on USPS tracking page for a more accurate estimate delivery date given by USPS once you receive a tracking number.

7. Can I make a return request?

Yes on eligible items and eligible orders. Bulk purchase orders are not refundable and not returnable as bulk purchase orders have been heavily discounted. For any eligible items (not final sale items) in a regular order, return request can be made with us within 3 days of delivery for all eligible items. If an item is marked as Final Sale, this item is not eligible for a return request. When you make a return request on an eligible item, please make sure our company security tag is intact and the item is unused and being in the original condition. Refund will be issued upon inspecting and checking the returned item(s) received. A flat rate fee of $35 will be deducted from the refund before issuing the refund. This fee will be used to cover the handling fee and the returned shipping cost. Return will not be accepted if our company security tag is removed or if the item returned is not the same item or in the original condition.

8. How long does it take to receive my refund?

It takes approximately 7-10 business days to receive your refund. The actual timeframe of receiving your refund will depend on your bank. The refund will go back to your original payment method.

9. Why should I choose LUXCELLENT?

LUXCELLENT is one of the most reputable online consignment boutiques based in New York. Our company has years of experiences in the second-hand luxury market. We are not only expertise in buying and selling preowned authentic luxury goods, but also knowledgeable in the history of the luxury goods and second market values of the preowned luxury goods. LUXCELLENT is who you will need when you purchase an authentic preowned luxury good because we priced our preowned luxury goods based on the second-hand market value, we take authenticity serious on the items we buy and sell, we buy-back some of the items with guaranteed prices, and we value each of our customers.

10. How do I contact LUXCELLENT

You can reach out to us via email. Or you may contact us through our Facebook Fan page messenger HERE. Our team members will get back to you during our office hours as soon as possible!

 

Buy-back program FAQ

1. What is a Buy-back program?

For some items you purchased from LUXCELLENT website, you can sell it back to us for 70% of what you bought it for. Not all the items are eligible for buy-back program. To find out if your item is eligible for buy-back program, please check the product listing tab. If an item is eligible for buy-back, there will be a "Buy-back" tab on the product listing. If there is no "Buy-back" tab on the product listing, the item is not eligible for buy-back program.

2. Can the buy-back price be negotiate?

No. For buy-back eligible items, the buy-back price is fixed. Please refer to the buy-back tag for the buy-back price of the item.

3. How many days do I have in order to be eligible for buy-back program?

From the day of purchase, you will have 90 days to initiate a buy-back request with us. On 91st day, if you would like to sell the item back to us, you will need to submit a selling quote to us as if this is a new item because it is out of the buy-back 90 days period.

4. What if I would like to sell back an item I purchased from LUXCELLENT but the item is not eligible for buy-back?

You will need to submit a selling quote to us under our normal selling procedure. Only eligible buy-back item will be processed through the buy-back procedure.

5. How do I get paid for buy-back program?

You can choose from 3 payment options: 1. Paypal 2. Chase Quickpay 3. Company check. For Paypal and Chase Quickpay, you will need to send your payment information to us in order for us to send you payment upon receiving your item. For company check, please send us the address of where should the check be sent to and who should we address the check to. After we receive the item, it will take 1-2 business days after we inspect and verify the item before we send out the payment.

6. Is buy-back shipping cost free?

Yes, the shipping is free with our shipping label! Once you sign the buy-back agreement and email it back to us, we will send you a free shipping label via email for you to ship the item back to us. If you choose to use your own shipping service, the shipping cost will be your responsibility and our company will not refund for the shipping cost that you have paid for this shipment. Any lost or damage occurs during transit will be your full responsibility if you use your own shipping service.

7. Why my buy-back item is refused?

There are 3 reasons why an eligible buy-back item is refused upon receiving the item back at LUXCELLENT. 1. The item you have sent to us contains more than normal signs of wear. 2. The item is a different item than the one LUXCELLENT has sold to you. 3. You have returned not only a different item, but also a counterfeit. Our buy-back program team will contact you and let you know the reason why your buy-back request is refused. If the item contains more than normal signs of wear, we will send you a new quote price for the item. If you accept the new quote price, we will send the payment of the new quote price. If you do not accept the new quote price, we will need to charge a $35 handling fee (this price includes shipping cost for both ways) for returning this item back to you.

8. I don't see my item is eligible for buy-back. Can I still request a buy-back for my item?

Unfortunately, no. If your item does not have the eligibility for buy-back, we will not be able to offer a buy-back price. However, you can always use our selling service and sell the item back to us. Please follow the selling procedure to submit this item in order to receive a selling quote from our buying team.

 

 

Free Authentication FAQ

1. What to do if I receive a request to send additional photos?

Please send us additional photos via email that our authentication team requires at your earliest convenience. The longer time it takes to receive required photos, the longer time for our authentication team to provide you with an authentication result.

2. What are the required photos?

Clear and straight photos of the item's Front, Back, Hardware, Stamp, date code/serial number, engraving, hot stamp (if any), lining, zipper pull (if any), zipper (if any), and any other information that you can provide for a more accurate authentication result.

3. When will I receive an authentication result?

Please allow up to 3 business days to receive your authentication result as we receive large amount of authentication requests on a daily basis.

4. Will I receive a certificate of authenticity? Can I request one?

Unfortunately, our company does not offer certificate of authenticity. Please understand that The result of this authentication is only an opinion provided by LUXCELLENT and should not be used toward any guarantee of authenticity at any forms. The result of the authentication service has not been verified by and is not provided by the designer brand/or brand name and that the designer brand/or brand name does not guarantee the opinion is genuine. LUXCELLENT is a third-party company offers experiences and opinions on LUXCELLENT's study of preowned designer brand/or brand name. The result of authentication service of an opinion of LUXCELLENT and should not be used as a guarantee.

5. Can I use your company's authentication result for dispute purpose?

No. All of our authentication results is ONLY an opinion from LUXCELLENT. We will not answer or be responsible for communicating with the third party who you are disputing to.

6. What is the cost to request authentication service

To thank all of you who have supported LUXCELLENT, we are now offering free authentication opinions to everyone! We only provide authentication opinions on preowned handbags from Louis Vuitton, Hermes, and Chanel at this moment. LUXCELLENT is operated by NYC Fashion Revival and is an independent company and is not an affiliate, agent, employee or legal representative of any designer brand and/or brand name.

7. Are you 100% sure of your authentication result?

An authentication result is ONLY an opinion given by LUXCELLENT experts, based on their knowledge obtained from years of collecting, buying, selling, and studying designer luxury brands. Every effort is made to ensure opinions provided by LUXCELLENT are accurate. The result of the authentication service is only an opinion provided by LUXCELLENT and should not be used toward any guarantee of authenticity at any forms. LUXCELLENT is an independent company and is not an affiliate, agent, employee or legal representative of any designer brand and/or brand name. The result of the authentication service has not been verified by and is not provided by the designer brand/or brand name and that the designer brand/or brand name does not guarantee the opinion is genuine. LUXCELLENT is a third-party company offers experiences and opinions on LUXCELLENT's study of preowned designer brand/or brand name. The result of authentication service of an opinion of LUXCELLENT and should not be used as a guarantee.

8. Why should I choose LUXCELLENT for opinions on authenticity of a bag I purchased from a third party?

We are one of the most reliable companies that you can find over the internet to receive an authentication opinion on the handbags you have purchased from a third party! 

9. How many authentication request can I submit?

Only one authentication request will be allowed per day per customer. If you submit a new request when you still have a pending request, your second request will be pending until the first request has a result.

10. How to find my authentication result?

You will find the result under Your Account > Authentication Requests

11. Why is there a quote price within my request?

We provide a quote price to all items that we have provided an opinion that the item is authentic. Customer can have the option to sell the item to us with the quoted price without the hassle to submit another selling request to sell to us!

12. What kind of items can I submit for free authentication service?

We currently only accept requests on preowned handbags that you purchased from a third party. We will provide opinions on authenticity of preowned Louis Vuitton bags, preowned Chanel bags, and preowned Hermes bags. LUXCELLENT is operated by NYC Fashion Revival and is an independent company and is not an affiliate, agent, employee or legal representative of any designer brand and/or brand name. This website and any information (including but not limited to the product information, hereinafter the "Information") are provided “as is" and to the extent permitted by law, without any kind of (express or implied) guarantee, commitment or liability. Except in case of willful misconduct, is not liable for any damages that are caused by or in connection with the use of the Information. In any case, LUXCELLENT is not liable for and assumes no responsibility for any indirect, incidental or consequential damages that are caused by or in connection with the use of the Information. The authenticity result and authentication opinions provided on LUXCELLENT website have not been verified by and is not provided by the designer brand/or brand name and that the designer brand/or brand name does not guarantee the authenticity result and authentication opinions are genuine. LUXCELLENT is a third-party company offers experiences and opinions on LUXCELLENT's study of preowned designer brand/or brand name. The authenticity and verification of products are opinions of LUXCELLENT. The opinions of authenticity should not be used as a guarantee.

 

Condition FAQ

1. How does LUXCELLENT categorize conditions of the items?

LUXCELLENT categorizes conditions into 6 conditions: Pristine (New Other), Like New, Excellent, Great (Very Good), Good, Fair.

2. What is Pristine (New Other) Condition?

For pristine (new other) condition, item appears unused. May contain faint signs of wear due to storage conditions. It can be considered as New (Other).

3. What is Like New Condition?

For like new condition, Item is like new and contains very little wear. Any notable flaws or signs of wear are stated in the detail description.

4. What is Excellent Condition?

For excellent condition item, Item shows some wear and signs of previous use, but still has a lot of life in it. Slightly signs of wear such as worn corners, creases in leather, and tarnished hardware may be visible. Any notable flaws or signs of wear are stated in the detail description.

5. What is Great (Very Good) Condition?

For great (very good) condition, item does show moderate signs of wear. Some of the signs of wear that can have on an item such as surface scratches, slight darkening in handles, and other indications of wear may be visible. Detailed signs of wear or imperfections will be noted in the detail description.

6. What is Good Condition?

For good condition, Item will have noticeable signs of wear such as well scuffed edges or significant scratches. Please read the condition notes in the detail description and inspect photos before purchasing.

7. What is Fair Condition

For fair condition, item may have more than just noticeable signs of wear, such as tearing or broken parts. Most of the Fair condition items are priced much lower than the retail price because of the condition. Some of the vintage items may be categorized as Fair condition due to both the prior use and the age of the item. *Fair condition items often present our customers with the greatest opportunity to save significantly on authentic luxury item.

8. Can I solely depend on the condition grading for the condition of the item

LUXCELLENT inspects each item that we buy and sell. Our listing department will note all of the signs of wear that they notice to their best knowledge. Be sure to inspect each of the numerous detailed photos that we have taken of the item to view it from every angle. Although an overall condition can provide you an overall idea of the signs of wear of the item, and yet, we always recommend that buyer reads the detail description and view all the photos available.


If you have more questions that are not listed above, please contact us directly. Our customer specialists will answer your questions during our office hours!

 

Disclaimer: 

is a registered trademark of NYC Fashion Revival LLC (hereinafter "NYCFR"). LUXCELLENT is operated by NYCFR. Any kind of use of the aforesaid registered trademark of NYC should be subject to a written consent of NYCFR. NYCFR is an independent company and is not an affiliate, agent, employee or legal representative of any designer brand and/or brand name. This website and any information (including but not limited to the product information, hereinafter the "Information") are provided “as is" and to the extent permitted by law, without any kind of (express or implied) guarantee, commitment or liability. Except in case of willful misconduct, is not liable for any damages that are caused by or in connection with the use of the Information. In any case, NYCFR is not liable for and assumes no responsibility for any indirect, incidental or consequential damages that are caused by or in connection with the use of the Information. The products being sold and/or has sold on LUXCELLENT website have not been verified by and is not provided by the designer brand/or brand name and that the designer brand/or brand name does not guarantee the products being sold and/or have sold are genuine. LUXCELLENT is a third-party company offers experiences and opinions on LUXCELLENT's study of preowned designer brand/or brand name. The authenticity and verification of products are opinions of LUXCELLENT. The opinion of authenticity should not be used as a guarantee.