Frequently Asked Questions (FAQ)

1. Are your items authentic?

Absolutely. Every item sold on LLUXE.CA is 100% guaranteed authentic, backed by a lifetime money-back guarantee on authenticity.

Each piece undergoes a double authentication process by trusted experts, including third-party verification where applicable.

We are also a JASH-certified luxury reseller.

2. Do all items come with an Entrupy Certificate of Authenticity?

Many of our qualifying items include a free Entrupy Certificate of Authenticity.

You’ll find this clearly indicated in the product description when available.

Learn more on our Authenticity Guarantee page.

3. Are all your items pre-owned?

We specialize in pre-owned luxury, though some listings may be unused or in like-new condition.

Please check each item’s condition rank and description for details.

4. How can I check an item’s condition?

Every item includes:

A condition rank (e.g. A, AB, B)

  • Detailed descriptions of any wear or flaws
  • Close-up photos of all notable areas

This information is available directly on the product page.

5. Do items come with original boxes, dust bags, or cards?

Only items listed with accessories in the “Included” section come with those items.

If the product description doesn’t mention a box, dust bag, or card, it is not included—even if shown in photos.

6. Do you offer installment payments?

Currently, we do not offer installments, but Shop Pay and Afterpay will be available soon for Canadian and U.S. buyers by (SHOP app in progress)

7. Do you allow layaway plans?

- We do not offer layaway services at this time.

8. Why do similar items have different prices?

Prices may vary depending on:

  • Market value at time of acquisition
  • Condition of the item
  • Packaging and included accessories

9. What payment methods do you accept?

You can pay securely using:

  • Credit cards (via Shopify Payments
  • Interac transfer (available upon an email request)

10. Why do prices change?

Our pricing is based in USD. Because of currency fluctuations, CAD prices may adjust regularly to reflect updated exchange rates.

11. How much is shipping?

We offer free international shipping on all orders, excluding select countries.

Which carrier do you use?

All orders ship via DHL Express.

13. How long does delivery take?

You can expect to receive your order within 7 to 10 business days.

Timelines may vary slightly based on destination and customs processing.

14.  Are customs duties or taxes included in the price?

No. Import duties, customs fees, and VAT are not included and are the buyer’s responsibility. These fees are typically collected at the time of delivery by the carrier.

15. Can you estimate my customs duties or taxes?
No unfortunately. Here are the website links for your convenience to calculate your Duties & Taxes 

Canada

https://travel.gc.ca/returning/customs/bringing-to-canada/personal-exemptions-mini-guide

United States

https://www.cbp.gov/travel/international-visitors/kbyg/types-exemptions

European Union

https://europa.eu/youreurope/citizens/travel/carry/alcohol-tobacco-cash/index_en.htm

You can also check with your local customs office for exact rates.

16. Can I ship an order to my hotel while I travel abroad?

Yes, as long as your hotel accepts packages on your behalf. Please confirm with the hotel in advance.

Note: For deliveries within Japan, a 10% consumption tax applies.

17. Will I receive tracking information?

Yes. Once your item is shipped, we’ll email you a tracking number to follow your order’s journey in real time.

18. Is shipping insured?

Yes. All shipments are fully insured against loss, damage, or theft while in transit.

YOUR LUXURY INVESTMENT IS SECURE WITH LLUXE.