Questions and answers
The questions we are asked most, in one place. If yours is not here, write to us and our team replies within two business days.
Shipping
Do you ship outside Europe?
Not at the moment. If your country is not on our shipping list, write to team@reluxeroom.com before you order and we will tell you what is possible.
What if the parcel arrives damaged?
Look over the parcel and the piece when it arrives. If anything is not as expected, write to us the same day with a photo and we will sort it out.
Are delivery times guaranteed?
They are estimates in business days and exclude Bulgarian public holidays. Most parcels arrive well within the window; when a courier runs late, the tracking link shows you where it is.
Returns and refunds
What condition does the piece need to be in?
Exactly as it was sent: unworn since delivery, with everything that came with it. A piece that has been carried cannot be accepted.
Can I exchange instead of return?
We do not exchange, simply return and order the piece you prefer. Every piece is one of a kind, so ordering first is the safer way to secure it.
Does it work from every country you ship to?
Yes. For orders delivered outside the European Union, the return shipping cost of €30 is deducted from the refund. Customers in the EU may also use the statutory withdrawal form; the 14 days are the same either way.
Authenticity
Are you an authorised retailer of the brands?
No. We are an independent reseller, not affiliated with the houses we carry. The houses do not sell pre-loved and do not authenticate for third parties, which is why independent expertise exists.
Can I get an additional certificate?
Yes. On request we can provide an additional AI authentication certificate for your piece. Ask us when you order.
Where do the pieces come from?
From private sellers and vetted partners. Every piece goes through our experts' verification, whoever it comes from.
What if I have doubts after the piece arrives?
Write to us and we will go through the piece with you.
Which brands do you authenticate?
All luxury houses: everything you see on the site, and more. Each house has its own reference points and our experts work brand by brand. If you are looking for a house that is not listed, ask us.
Condition
Which grade should I choose?
Very good, for most people. It is our most common grade and the point where price and condition meet best. Unworn and Excellent are for those who want a piece that reads as new.
Does the grade cover smell or interior odour?
Yes. Interior and lining are inspected on every piece, and anything noticeable is written in the description.