Frequently Asked Questions
How do you authenticate your items?
Every single item that has been carefully curated for our collection has been personally authenticated in-house by our team of specialists. Our five-point, multi-touch authentication process includes a technical examination of the specific components of each item, an inspection of craftmanship aligning with its brand characteristics, a verification of all branding, checking of provenance and a final sense check.
Handling thousands of luxury bags, jewellery and accessories means our teams are constantly developing their knowledge and adapting to the changing world of luxury goods. Although we have no association or affiliation with the brands that we mention or sell, we have spent years mastering the craft of authentication.
Every purchase is backed by our Xupes Promise which includes our industry leading 30-day return policy and a money-back authenticity guarantee so you can shop our hand-picked collection with confidence.
Can I return or exchange my purchase?
We're confident that you'll love your purchase from us, but we understand the importance of peace of mind when shopping online. We offer an industry leading 30 day returns period from the date of receipt, entitling you to a full refund or exchange.
What are your shipping methods?
We offer a complimentary fully insured next day delivery service for all UK orders completed before 12pm, usually via Royal Mail or DHL. If your order is placed after this time, or during the weekend, your item(s) will be dispatched on the nearest working day. Please be aware that your parcel will require a signature upon delivery and tracking information will be supplied on the day of dispatch. Named day delivery options are available upon request.
We offer complimentary fully insured delivery on all international orders, usually via Royal Mail or DHL. If your order is completed before 12pm (GMT) your item(s) will be dispatched on the same day. Please be aware that your parcel will require a signature upon delivery and tracking information will be supplied on the day of dispatch.
International orders may be liable to customs and excise duties or taxes when purchasing from us. Please be aware any charges will be the buyer's responsibility and handled directly with the chosen courier. Contact from the courier will be made during the shipment process and any charges must be settled for the goods to be released for delivery. Please note that we will not declare items below the sale value or as a gift.
Where can I view your items and can I collect in-store?
We recognise the importance of feeling at ease and having an enjoyable experience when purchasing a luxury item. We invite you to a bespoke shopping experience in our relaxed and inspired space, where our team of in-house specialists will be on hand to showcase our collection and fulfill your orders by appointment only during our opening hours. If you can't make it to us, we can arrange a virtual appointment to answer any questions you may have.
Where do you source your items?
We only source items from our vetted supplier network or our community of luxury enthusiasts. We have built long-standing partnerships with many leading suppliers of luxury goods from all over the world who share our values of honesty, trust and uncompromised quality. Alongside our suppliers, our community and avid collectors are constantly refreshing their closets, trusting us to sell some of their most coveted items that are not readily available elsewhere.
Can you source items?
We strive to curate a collection of the best pre-loved finds from our favourite brands, however, if you are looking for something that is not currently available our experienced buying team will do their best to source it for you. By tapping into our vetted supplier network and community of collectors, we have access to the rarest pieces that you would not find anywhere else in world.
How do I sell my items?
At Xupes, we offer you three methods to sell your pre-loved bags, jewellery and accessories. We can buy your item outright, at a price based on its condition and current market value. Alternatively, you can part-exchange it for something else from our collection. Or if you prefer, you can consign your item with us and we will do the hard work of selling for you.