Frequently asked questions
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Are your items authentic?
Yes. Every piece is inspected by hand in London before it is listed, and the photos show the actual item you will receive. If an item is ever shown not to be authentic, we refund the full price with no time limit. See our authenticity guarantee.
Are the photos of the actual item?
Yes. Every listing is photographed as it is, including labels, tags and any signs of wear, so what you see is the piece you receive.
What do the condition grades mean?
New with tags: unworn, with the original tags, box or packaging. New without tags: unworn, without the original tags, box or dust bag. Worn once: no visible signs of wear. Gently used: light signs of wear, shown in the photos. Pre-owned: visible wear consistent with use, shown in the photos.
How do I find my size?
Each listing shows the size on the label and, where it helps, the item's measurements. Designer sizing varies, so if you are unsure, contact us with the piece and we will measure it for you. See our size guide.
How much is delivery and how long does it take?
UK standard tracked delivery is free, and next working day delivery by DHL Express is £5.99. Orders placed before 2pm UK time on a weekday are normally dispatched the same day. International orders ship with DHL Express, usually within 1 to 4 working days, and the charge is shown at checkout. See our shipping policy.
Will I pay import duties or taxes?
For orders outside the UK, import duties and taxes may be charged by the carrier on delivery and are your responsibility. We cannot predict these charges, so check your country's rules before ordering.
Is my order insured and tracked?
Yes. Every order is packed by hand, insured to its full value and sent with a tracked, signed-for service. You will receive a tracking link by email as soon as your order is dispatched.
How can I pay?
You can pay by credit or debit card, PayPal, Apple Pay, Google Pay or Shop Pay at checkout. Prices are in pounds sterling.
Can I return an item?
Yes. You can cancel an online order for any reason within 14 days of receiving it, then return the item unworn with the GEMLUX security tag attached and all original packaging. Return postage is paid by you, and we refund you within 14 days of receiving it back. See our refund policy.
What if my item arrives damaged or not as described?
Contact us within 30 days of delivery and we will give you a full refund, including delivery. If a parcel is lost or damaged in transit, tell us within 48 hours and we will resolve it with the carrier.
Can I sell my items to GEMLUX?
Yes. You can sell outright or consign with us. Use the Sell with us page to send details and photos, and we will reply with an offer.
How do I contact you?
Email gemluxtmltd@gmail.com or use our contact form. For questions about a piece, use the enquiry button on its product page.