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Frequently Asked Questions
What condition can I expect the products to be in?
At LX Authentique, we carefully inspect every item before it is listed on our platform. As a marketplace for pre-owned luxury fashion and streetwear, we are committed to offering products that meet our quality standards while promoting sustainable fashion.
Each item undergoes a thorough quality assessment where we check for:
- Stains
- Fabric wear or pilling
- Holes or tears
- Missing buttons or embellishments
- Broken zippers or hardware
- Overall condition and functionality
Because our products are pre-owned, minor signs of previous use may be present. Any significant imperfections will always be clearly mentioned in the product description and, where applicable, highlighted in the product images.
How do you define "excessive damage"?
We consider excessive damage to include defects that significantly affect the appearance, functionality, or value of a product, such as:
- Large, permanent stains
- Major tears or holes
- Broken zippers or closures that affect usability
- Significant fabric damage
- Excessive fading or discoloration
- Heavy alterations or customizations not disclosed in the listing
- Missing essential components or accessories
Items with normal signs of wear, such as light creasing, minor scuffs, or gentle fabric aging, are considered acceptable for pre-owned products and do not qualify as excessive damage.
What if my item arrives in a condition different from the description?
Customer satisfaction is important to us.
If you receive an item that differs significantly from its description or contains undisclosed major defects, please contact us within 48 hours of receiving your order.
To help us resolve the issue quickly, please provide:
- Your order number
- Clear photographs of the product
- Images highlighting the issue
Once our team reviews your request, we may offer:
- A replacement (subject to availability)
- Store credit
- A refund
- Return approval, where applicable
Every case is reviewed individually to ensure a fair resolution.
Are all products authentic?
Yes.
Authenticity is the foundation of LX Authentique.
Every product goes through our authentication and quality verification process before it is listed or shipped. We work to ensure that every item sold on our platform is genuine and accurately represented.
If an item cannot be confidently authenticated, it is not listed for sale.
When will my order be shipped?
Orders are typically processed within 1–3 business days after confirmation.
Once your order has been dispatched, you will receive a confirmation email or SMS with your tracking details.
Delivery timelines may vary depending on your location, courier partner, and public holidays.
Can I return my order?
Returns are accepted only if:
- You receive an incorrect item.
- You receive an item that is not authentic.
- The product has significant undisclosed damage.
- You receive a product different from what was ordered.
Returns for reasons such as change of mind, size preference, or personal preference may not be accepted, as most products are unique, pre-owned pieces.
Please refer to our Return Policy for complete details.
Do you guarantee specific sizing?
We recommend referring to the measurements and sizing information provided in each product listing.
Since sizing standards vary between brands and collections, customers are encouraged to compare the measurements with a similar item they already own before placing an order.
How can I contact LX Authentique?
For any questions or support, please contact us:
We aim to respond to all customer enquiries within 24–48 business hours.
Return Policy
Returns
At LX Authentique, every product is individually inspected, authenticated, and quality checked before shipment.
Due to the exclusive and pre-owned nature of our products, we accept returns only under specific circumstances.
You may request a return if:
- You receive the wrong product.
- The item is found to be non-authentic.
- The item has significant undisclosed damage.
- The product received differs materially from the listing.
Return requests must be submitted within 48 hours of delivery.
Non-returnable items
Returns will not be accepted for:
- Change of mind
- Incorrect size selection
- Personal preference
- Minor signs of wear clearly shown or described in the listing
- Items damaged after delivery due to misuse or improper care
Return Process
To initiate a return:
- Contact our support team within 48 hours.
- Share your order number.
- Upload clear photos of the product and the issue.
- Our team will review your request within 2 business days.
If approved, we'll provide return instructions.
Refunds
Once the returned item passes inspection, refunds will be processed to the original payment method within 5–7 business days.
If a replacement is available, customers may choose a replacement instead of a refund.
Authenticity Guarantee
Every item sold by LX Authentique undergoes authentication and quality verification before shipment.
In the unlikely event that an authenticity concern arises, our team will investigate the matter promptly and provide an appropriate resolution in accordance with our Authenticity Guarantee.