How do you authenticate your items?
Every piece listed goes through a detailed authentication process. Our team inspects materials, stitching, hardware, and craftsmanship.

We then authenticate using Entrupy, the industry leader in luxury authentication trusted by top luxury resellers worldwide. It scans items at a microscopic level and compares each item against a global database of genuine products and counterfeit items. Entrupy reports an accuracy rate of 99.1% across supported brands, backed by extensive testing and live market use.

What if I’m unsure about the authenticity of my purchase?
If you’re concerned about the authenticity of your item, get in touch at info@st-luxe.com. We’ll review your purchase and provide a return label if needed.

What happens if my item is confirmed to be inauthentic?
If a third-party authenticator verifies the item is not genuine, we’ll issue a full refund.

What if my item is authenticated after I raise concerns?
If the item is confirmed to be genuine, it will be returned to you. You’ll need to cover any return shipping costs.

What happens if I consign or sell a non-authentic item with you?
We only accept genuine designer goods. If a consigned or submitted item is found to be counterfeit, it will be returned and a $100 handling/authentication fee will apply.

Gift Cards

Do you offer gift cards?
Yes. St Luxe digital gift cards are available in denominations of $100, $200, $300 and $500 AUD. They’re delivered instantly by email and can be forwarded or printed for gifting.

Can gift cards be used on all products and services?
Yes. Gift cards can be redeemed across all items and services available at stluxe.com.au.

Do gift cards expire?
Yes. All gift cards are valid for 3 years from the date of purchase.

Can I refund or transfer a gift card?
No. All gift card purchases are final and non-refundable. Gift cards are not transferable and should be treated like cash.

Mail-In Authentication

Which brands do you support for mail-in authentication?
We currently support both new and past styles from Balenciaga, Bottega Veneta, Burberry, Coach, Chanel, Chloe, Christian Louboutin, Celine, Dior, Dolce and Gabbana, Fendi, Ferragamo, Givenchy, Goyard, Gucci, Hermès, Loewe, Louis Vuitton, MCM, Prada, Saint Laurent and Valentino.

How long does it take?
We aim to complete all mail-in authentications within 3 business days of receiving the item, Hermes items may take longer.

What should I include when mailing my item?
Please pack your item securely and include a pre-addressed return satchel. We recommend using tracked postage to ensure safe return delivery.

Can I use this service from outside Australia?
Yes. Our mail-in service is available internationally for items within our supported brand list.

What happens if my item is not authentic?
You’ll be informed via email and provided with a clear explanation of the findings.

What if my item isn’t supported?
If we’re unable to authenticate your item due to brand or style, we’ll refund the cost of the service. Your original shipping costs are not refundable.

How are results delivered?
If your item passes, you’ll receive a digital certificate of authenticity via email. If it fails, you’ll receive a detailed rejection report.

Is the authentication fee refundable?
Only if the item is not on our list of supported brands. Please check the full list before completing your order.

Returns

Can I return my purchase?
All purchases are final. We don’t accept returns for change of mind. Please review the product listing and condition report carefully, and book a viewing if you're unsure.

Shipping - Australia

Is shipping within Australia insured?
Standard express post isn’t insured by default. If you’d like cover, contact us - we can add insurance at your cost.

How do I add insurance to my order?
Email us at info@st-luxe.com after placing your order. We’ll arrange extra cover, payable via Square link.

What if my order is damaged or lost in the post?
We’re not liable for parcels once they’re with Australia Post. For issues in transit, please contact Australia Post directly.

When will my order be shipped?
Orders are processed and shipped within 1-3 business days.

How long will delivery take?
Delivery times vary based on your location. You’ll receive a tracking number to follow your parcel via Australia Post.

Can I pick up my order in person?
Yes- local pickup from St Luxe in Byron Bay is available by appointment. Email info@st-luxe.com to arrange.

Shipping - International

Do you ship internationally?
Yes - we currently ship to the United Kingdom, United States, Canada, and New Zealand.

Which courier do you use?
All international parcels are shipped using EMS (Express Mail Service).

How much does international shipping cost?
Shipping is calculated at checkout based on your destination. Costs appear automatically when you enter your address.

Are import duties or taxes included in the price?
No - customs duties and import taxes are not included. These are set by your country’s customs office and are your responsibility.

Is international shipping insured?
Insurance isn’t included by default. Let us know after checkout if you’d like to add cover.

How can I add insurance to international orders?
Email us at info@st-luxe.com to request insurance. The fee is payable via Square link.

What if my parcel is lost or damaged during international shipping?
We aren’t responsible for parcels once they’ve been handed to EMS. For transit issues, contact EMS directly with your tracking number.

When will my international order be dispatched?
Orders are processed and shipped within 2–5 business days.

How long will international delivery take?
Transit times vary depending on your location. Use the tracking number provided to monitor delivery through EMS.