FAQs

Where is your office showroom located at?

Orchard Central #04-02
181 Orchard Road
Singapore 238896
Daily, 10.30am - 7pm

MRT Somerset Station

Is making an appointment necessary or can we walk-in?
As we strive to offer our best service to each individual whom patronizes us, we would strongly advise booking an appointment prior to coming by so that we are able to attend to each of you more efficiently.

An item that I want is sold out. Will it be available again?
As our items are on a consignment basis, we will not be able to guarantee when it will be in stock again. However, you can add the items to your wish list and you will be notified via email when another of the same item is back in stock.

When will I know when there are new products being uploaded onto the website for purchasing?
We will update new products onto our social media platform like Instagram or Facebook, but for more photos and details of the products, it will now be shown only through the website.

I saw a particular bag advertised on your platform; how can I find it? How do I know if it is available?
You can filter and narrow the search through our filters by branding, etc or alternatively search through the search engine on our website if you know the item’s name. You will then be able to see the status of the item if it is available on our website.

Why are some of your new/preowned items priced below retail and some above retail?
- Most of our pieces are priced below retail as several factors have been factored in like the condition, date of release, availability in the market etc.
-There are some new items sold below retail price with unpremeditated reasons like impulsive buyers in store who made regrettable purchase under pressure. Some customers simply enjoy the idea of buying pleasure or profiling with their sales associate to secure items of the 'rare' and exclusive category. Some could be due to a final exchange and buyers don't see a chance of using them, eventually they have to sell it off in the shortest possible time to minimize losses and increase probability of sales.
- For pieces that are priced above retail, it may be due to that it is limited to only VIPs under the exclusive brandings, on a waitlist basis or are hard to come by in the retail itself thus fetching a premium.
All pieces will go through stringent checks before being released onto our platform so clients can shop with a piece of mind.

Are your merchandises new or pre-owned?
We carry only preowned merchandises, item originally owned / usually purchased by individuals who purchase them from respective retail stores. When shopping on the site, keep a look out for condition ratings that specify if the product condition is kept new or used.

Condition ratings as follows:
New (Unused, usually new from store or recent purchases)
New Kept Unused (can be new or with any storage signs)
Like New (Preowned with minimal signs of use, overall like new)
Excellent (Preowned with minor signs of use)
Great (Preowned with signs of use)
Good (Preowned with signs of use)
Preowned (Preowned with signs of use and wears, not for fussy buyers)
Vintage Preowned (expected used vintage condition, with age, use or maybe spa treated)
 

Payment

What Payment methods do you accept?
- We currently accept all major credit/debit cards payments on our website.
*All prices on our website are inclusive of service fees imposed by the 3^rd party vendor supporting the web payment.*
*Credit/Debit cards payments are subjected to each country's participating banks' exchange rates.*
For all additional transactional fees, you are advised to check with the card-issuing bank for more information. Lovelotsluxury will not reimburse customers for any fees imposed by your card-issuing bank.
- Bank transfer payments can be requested via WhatsApp. We will advise you with the payment details and instructions in the shortest time possible.
*Disclaimer: However, web payments via credit card will have the priority in securing of the purchase item as it will be directly reflected into our system and be updated into our inventory. *
- For purchases in our office showroom, we accept Cash, Credit Card, Debit Card and Bank Transfer.
However, please note that for purchases under Credit Card/Debit Card, there will be additional 3 - 3.5%. 
If you are paying via bank transfer, please take note of your transfer limit and bring along your bank token if you require to change the limit or authorize the payment.

What is a Payment Plan?
To have an item under payment plan for layaway, we require a deposit of 30-50% down-payment (non-refundable and non-transferable*) to secure the item with 4-8 weeks to complete the balance payment, and we will ship your order once the full payment has been received on our side.
*Non-transferable to anyone or any other items.

Self Collection

Where is the Self-Collection located at?

Orchard Central #04-02
181 Orchard Road
Singapore 238896
Daily, 10.30am - 7pm

MRT Somerset Station

What are the available timings for self-collection?
Daily (10.30 am to 7 pm)

(appointment to confirm can be made via text +6592776377)

How do I re-schedule my self-collection appointment if I can't make it?
Please get in touch with us via text +6592776377 or email sales@lovelotsluxury.com with your full name, contact number and order number and we will get back to you asap.
 

Local Shipping

How long will my item(s) take to arrive upon payment?
- Local non-peak period: 2-5 working days*
- Local peak period: 3-6 working days*

Can I receive my item(s) during weekend?
For local packages, after 2 unsuccessful delivery attempts, your package will be returned to us. We will arrange for a re-delivery of your package with an additional re-delivery fee of 10 SGD.
(In-House Courier – for large/high value packages: After 2 unsuccessful delivery attempts, your package will be returned to us. We will arrange for a re-delivery of your package with an additional re-delivery fee of 20 SGD).

Can I request for my parcel to be left outside of my residence (eg. riser), if there is no one at home to accept my delivery?
We can, but we don't encourage it. As we want to make sure your parcel reaches you safely, a signature is required upon delivery. You may request for the delivery to be arranged without signing for it but we will not be able to reimburse your order if it is not received on your end.
 

International Shipping (DHL Express)

How long will my item(s) take to arrive upon payment?
Overseas: Generally, 2-3 business days* for processing and packaging. And 3-8 business days* with DHL express international subjected to each country's custom clearance.
*business day excludes Sunday, Monday or public holidays. 

Which countries do you deliver to?
- United States
- Australia
- Malaysia
- Hong Kong
- Japan
- Indonesia
- New Zealand
- Canada
- United Kingdom
- Philippines
- Cambodia
- Brunei
- Qatar 
- Most European countries
For countries not listed above, please text +6592776377 or email us at sales@lovelotsluxury.com for enquiries.

Do I need to buy insurance for the package?
To make sure that your parcel reaches you safely, you may want to purchase international delivery insurance with us upon checkout. (Insurance is charged at 1% of the item value or minimum at 10 SGD  whichever is higher).
Buyers will be responsible if they decide to have their package non-insured.

Are duties & taxes applicable for international shipping?
Duties and taxes may be applicable for international shipping. If duties and/or taxes are incurred for your package, buyer will be responsible in covering the fees before delivery can proceed.

What if I refuse to pay for taxes?
If taxes are not paid when your package reaches the custom, buyer will be responsible to cover the initial shipping cost or return shipping cost if applicable.
 

Orders

How do I know if my order has been received?
You will receive a confirmation email from us with the details of your order. This email also indicates that your order has been received in our system and is in the process of shipment preparation.

Can I cancel my order?
Once we have received your order, we strive to deliver it to you as quickly as possible. We regret to inform that we are unable to cancel your order once it has been placed as all sales are final.

Can I change my order after it has been placed?
As we work swiftly to process and ship your order, we regret to inform that it is not possible for us to change your order once it has been placed and confirmed. This includes not being able to change the delivery address. Therefore, before you process your order and payment, do check to ensure that everything is in order and to your satisfaction.

Can I track my order?
Yes, you will receive an email from us after you have placed an order. If you did not received any email after 3 working days, please get in touch with us via email sales@lovelotsluxury.com and we will assist you.
 

Packaging

How will my item(s) be packed?
Lovelotsluxury orders will be carefully packed in our exclusive packaging with standards that match or exceed luxury retail stores.
Item(s) may be delivered in either the item's original packaging (if available) or in our own packaging.

What will come with my purchase?

We will include what is provided by the consignor to us – receipt, care cards/authenticity cards (if applicable), dust bag, box. Each item listed will also state what the item comes with for the purchase.

 

Returns / Exchange Informations

 

What is your returns policy?
We regret to inform that we do not accept returns or refund for all orders except unique cases regarding the authenticity of items which will be reviewed on a case by case basis.
Returns and refund will be available for items that can be proven and deemed unauthentic by at least 2 professional authenticators within 14 days upon receipt of goods.

Can I exchange my item?
An exchange option is currently not available. All sales are final.
 

Authentication

Do you guarantee the authenticity of your items?
Yes. Each and every item that comes to us will go through stringent checks to ensure the condition and authenticity.

Do you guarantee the authenticity of your pre-owned items?
Yes. All pre-owned items are guaranteed authentic and will also go through the same stringent checks before they are listed on our website or Instagram page.

Do pre-owned items come with its original packaging & receipt?
Certain pre-owned items may come in full set (dust bags, authenticity cards/care cards, box) unless stated otherwise.

How does your authentication work?