Frequently asked questions

If you can’t find what you are looking for, please get in touch with us via email or WhatsApp.

Placing orders

Are your products authentic?

All products we source and offer are guaranteed 100% authentic. We source products directly from brand boutiques, established department stores and retailers. 

A copy of the original purchase receipt and gift receipt (where applicable) are included with all orders.

It means that you can still enjoy after-sale and care services offered by the brands in your respective city.

What is the condition of the product?

Unless otherwise stated, all items we promote and source for our clients are brand new.

All items are dispatched with box, dustbag, authentication card as provided by the retailer.

In the case of sourcing rare and hard-to-find items, we always prioritise brand new items. We can also source consigned or pre-loved items if our client is happy to consider those.

How do I request your service?

Sourcing Service: If you have an item that you want us to source, please message us on our Instagram/Facebook or WhatsApp/WeChat +44 (0) 7388 573588. To assist you with your enquiry, we will ask you to provide details about the item such as pictures, brand, description, colour and size. 

Chat with us.

Personal Shopping Service: You can request any items that we promote on our social media – Instagram/Facebook. We have daily and weekly product updates from our partner Retailers on our social feeds. This will enable you to browse the latest offers from luxury brands in real-time. Simply contact us on Instagram/Facebook or WhatsApp/WeChat/Mobile +44 (0) 7388 573588. 

Chat with us

Private Sale: we will send information and product catalogue related to our private sales exclusively to our email subscribers. Click here to sign up for our mailing list.   

How long does it take for you to source my item?

We aim to locate items within 1-2 working days. Total lead time until dispatch once payment has been received, including time for items to be sent to and checked in our London office, is 2-3 working days.

Lead time for items sourced from outside the UK can be longer. We will advise and make sure you are happy with the timeline before we process your order.

How much is your service fee?
Order value* of under £500: £40 per item
Order value of over £500: 5% of order value
Hard-to-find, rare items POA**

*Order value excludes our service fee, shipping fee and payment processing fee and is quoted in GBP.

**Price On Application

Do you offer discounts?

For personal shopping services, we endeavour to pass on any discount that we receive from the Retailer for your order. We shall notify you of such discount when a pro forma invoice is issued.

For items featured in our private sales and exclusive promotions, the item price advertised already includes any discount that we can offer.

We may occasionally send you discount codes via email, WhatsApp, social media and other promotional materials.

Click here to sign up for our mailing list to be notified of future promotions.   

What information do you need from me?

To process your order, we require you to provide the following details: your (real) full name (as on the payment card/PayPal account), contact number, email address, billing and delivery addresses.

Debit/credit card details are only requested when you choose to pay by card. We do not store your payment card information.

Learn more about how we treat your personal information in our Privacy Policy.

Making Payment

What does the final price include?

The final price on our invoice includes:

Item retail price (RRP) + Our service fee + Shipping fee + Payment processing fee via Stripe/PayPal*

*Only applicable with card payment via Stripe or PayPal Goods & Service. See more information in our Terms and Conditions.

What currency do I pay in for my order?

All orders are charged in British Pound (GBP).

Upon request, we can also provide an estimated quote in your local currency based on the exchange rate when your order is placed. We use XE Currency Converter.

Please note that the quote is only for your reference. Your order will still be charged in GBP when payment is made. You are responsible for foreign exchange fees and other charges by your bank or credit provider. 

How can I pay for my order?

We accept payment by debit/credit card via Stripe, PayPal Goods & Service, TransferWise and bank transfer.

Payments by debit/credit card are processed via Stripe, which incurs an additional 3% fee, payable by you.

We shall only request your card details upon processing your payment. Stripe is a PCI Service Provider Level 1 certificated platform, which means that your card details are secured throughout the payment process. We do not store your card details for future transactions or any other purposes.

PayPal Goods & Service will incur an additional 3% and 5% payment processing fee for UK and international accounts respectively. More about PayPal Goods & Service charges.

For bank transfer, you are responsible for any incurred bank processing and foreign exchange charges.

How does your discount code work?

Each discount code is valid for one order per customer only. Other terms and conditions associated with the discount code, such as expiry date, brand exclusion and other restrictions, will be stated at the time of promotion or on accompanying promotional materials.

Each discount code is unique to the recipient, is not transferable, has no monetary value and under no circumstances can it be converted into currency. 

Upon placing an order, we will ask you to provide your unique discount code. The discounted price will be reflected in the pro forma invoice before you make payment.

Shipping & delivery

Do you ship to my country?

We ship worldwide, serving clients in the UK, USA, Australia, the UAE, Hong Kong, Singapore, Thailand, Vietnam, to name a few. 

We ship to any country covered by UPS Worldwide Express or DHL Express Worldwide from the UK. See the full country list on the courier’s website: DHL and UPS.

All of our shipments come with tracking information.

How much are the shipping costs?

Royal Mail Special Delivery with cover up to £2,500:

  • England and Wales – £15
  • Scotland and Northern Ireland – £20
  • Isle of Man/Guernsey/Jersey – £30

DHL/UPS Worldwide Express

  • Europe – £40
  • Rest of the world – from £50*

*Country of destination and parcel weight/dimensions directly affect DHL/UPS shipping cost. Please contact us for more information.

Same-day Courier Delivery

    • London Zone 1 & 2 – £30
    • Where item’s availability is confirmed and payment is received by 2 pm Mon-Sat.
How long does delivery take?

We ship all orders using UPS/DHL/Royal Mail courier services from London, UK. Below is the estimated delivery time from dispatch:

UK deliveries Royal Mail Special Delivery Next Day
London Zone 1 & 2 Courier Delivery Same day*
International deliveries UPS/DHL Worldwide Express 3-5 working days

*For orders where item’s availability is confirmed and payment is received before 2 pm Mon-Sat.

If you require delivery by a certain date, please let us know before purchasing so we can advise of alternative shipping services that meet your requirement.

How can I keep track of my delivery?

You will receive a shipment confirmation with tracking information via email once your item is dispatched from our London office. 

You may also receive notifications via text from our partner couriers DHL/UPS.

We endeavour to inform international clients of all available tracking and delivery updates. However, we may not be able to advise of an exact delivery window as such information is not always available from our partner couriers.


Can I return or exchange my order?

As a concierge service provider, we are unable to accept exchanges or returns. All sales are final.

We conduct thorough quality and authenticity checks, as well as send you accurate information and pictures of the item’s conditions. Orders will only be dispatched once you are 100% happy.

For sourcing service, if your order cannot be fulfilled within the agreed timeline, a full refund will be processed within 48 hours following our confirmation.

If you have any queries regarding item sizing or fitting, please contact us before committing to purchase.

Are there import duties and taxes for international deliveries?

For international orders, you are responsible for import duties and taxes.

It is also your responsibility to ensure that luxury goods can be lawfully imported to the destination country, especially items with exotic properties. If a shipment is returned to us for this reason, you are responsible for the original shipping fee, any import fee incurred, and the cost of returning the package to us.

Why is your item price different from the RRP?

Our item prices are quoted in GBP and already include:

  • Foreign exchange conversion fee if the item is sourced from outside the UK;
  • Any exclusive discount that we can pass on from our partner Retailers;
  • Any discretionary discount that we offer as part of our promotions.

Most of the time, you will find the price of our items matching or lower than the original RRP in GBP. On rare occasions, especially with items sourced from international markets, our price can be higher.
Our commitment to you is the utmost transparency in pricing and communication before you place your order.

Are you affiliated with the brands promoted on your website and social media?

We are under no association or affiliation with the brands promoted on our website and social media. The respective brand owners own trademarks of the brands that we offer.

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