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FREQUENTLY ASKED QUESTIONS

Buying on Portluxe

  1. Can I return the purchased items? 

Selling on Portluxe

 

Buying on Portluxe

1. How can I purchase item from Portluxe?

We are an online portal fashion company but we do also accept walk in customers (by appointment only) at our showroom if you wish to have a look at the items more closely. However, items are sold at a first come first serve basis and as we are unable to hold items, we cannot guarantee that the item will still be available when you visit the showroom.

2. How do I know that the items are authentic and are in good condition?

We handpick all items we feature on Portluxe, so you can be assured that they have been vetted by our Portluxe experts. Additionally, we also take a precautionary step to ensure that the items are authentic through Authenticate First, an authenticator recognised by Paypal for dispute resolution.
We at Portluxe go to great lengths to ensure that the items we sell are of great condition and genuine luxury branded goods. Every item includes a detailed description of its condition and images of any signs of wear. The condition guide is listed in our customer care for more information. Leather goods go through a multi-step cleaning and rejuvenation process prior to sale and all clothing are washed and dry-cleaned accordingly.

3. Do the pre-owned items comes with original packaging and paperwork?

We try our best to encourage our sellers to include all original packaging such as boxes, dust bags, authenticity cards, and manuals. This will clearly be stated in product descriptions whether it comes with the original packaging. Otherwise, we will ensure that your purchases are presented in our exclusive Portluxe packaging with standards that match or exceeds luxury retail stores to ensure that your purchased items are protected. However, please note that SALE items will not be delivered in the exclusive portluxe gift boxes. 

4. How are sizes displayed?

We always display the size on the item’s page, according to each brand’s sizing. You can refer to our handy size guide in our customer care page for more information.

5. Can I cancel my order?

Once the order has been processed and you will receive our confirmation email, Unfortunately, it is not possible to cancel the order. However, if you want to return the items once you have received them, you may do so by following the process. Click here for further information.

6. Can I return the purchased items?

Absolutely. If you don’t love something as much as we do, please contact customerservice@myportluxe.com within 7 days of receiving it. Please note that SALE items are non refundable or exhangable. Please kindly be noted that we will only be able to proceed with a store credit refund in the form of LUXE CASH. For the procedure to follow, click here to find out more details.

7. How does shipping work?

Once you have selected your item and proceeded to the checkout, delivery charges will be added to your purchase. How fast you will receive your items will depend on your location - you can refer here for more details. We have built a good relationship with City Link couriers to ensure that your purchased items are received in a timely manner.

8. What if I have a query about a certain item?

Portluxe tries to give you as much information about our items as possible, from the colour to the condition. However, if you have a question that our guide does not answer, you can email us at customerservice@myportluxe.com with the product code and we will try our best to help.

9. What payment methods are offered?

You can pay by credit card, debit card or bank transfer via Pay Pal and MOL Pay. Please refer to our payment page for types of cards and list of banks accepted.

10. Is your online payment system safe?

Yes - we use the latest certified security technology which means that you do not need to worry when using your credit or debit cards to make a Portluxe purchase.

11. Are prices negotiable?

No. Prices are fixed and the amounts indicated on the website are final.

12. How do I contact customer services?

You may call us on +6 03 6211 2556 or email customerservice@myportluxe.com

 

Selling on Portluxe

1. How easy is it for me to sell my items on Portluxe?

Very easy. You just need to fill-in our online selling form or contact us directly if you want to sell more than 10 items. We will arrange for the items to be collected and we offer free courier for more than 10 items. We will list your item online once you agree on our offer price, all items will be professionally photographed, and uploaded onto our website. Our selling guide with detailed procedure can be found here.

2. What is consignment and how much is Portluxe’s fees?

Consignment means you are sending your pre-owned items to Portluxe for the purpose of sale but still maintaining the ownership of the goods until it is actually sold. You will receive payment after Portluxe has completed the sale within the agreed 16 weeks or 4 months consignment term. Portluxe will retain a 40% commission on the final selling price of the pre-owned items (less delivery charges). Currently, we only accept items from sellers in Malaysia.

3. What items do you accept?

Portluxe accepts designer clothing, shoes, bags and accessories. When you fill in the form to submit your item, you will have the option to choose the designer. If the brand is not in the list, then please send us an email at contactus@myportluxe.com and we will advise if we can accept your item.

4. What may get rejected?

We strive to uphold our brand image and the quality of products sold at Portluxe. Therefore, we do not accept any swimwear/lingerie for hygiene purposes, high street brands or items that are heavily worn or damaged.

5. How do you price the items?

As every pre-owned item is unique, Portluxe’s in-house experts take into consideration of its condition and rarity. Pricing the items based on a number of criteria, such as wear and tear of the items, the original retail value, current market value and the saleability. We will come back to you with our price via email once you have submitted the enquiry form.

6. What if I don’t accept the price?

Portluxe will always try to give a fair price that reflects the current market. If you do not accept the price given, then you may withdraw the item at no charge.

7. Does my item need to be in perfect condition?

We prefer to take items in perfect condition, but if there is some minor wear and tear then we will still consider taking the items. If you submit an item to us that we feel is not of the same quality that you described, Portluxe will return the items to you at your own expense and we will charge you an administration fee of RM200 which needs to be paid before the item is returned.

8. How do I get paid?

Once your item is sold, we will hold the money for 15 days after the purchase, to ensure that the item is not returned. We will then transfer the money from the sale (less our commission and taxes) to you. Payment will be made via bank transfer. After the item has been sold and accepted by the buyer, you will receive a notification email from us. We will aim to ensure that you receive your payment within 30 days from when the items are sold. Click here for more details.

9. What if my item does not sell?

We will list your items for a maximum of 16 weeks or 4 months. However, if the item remains unsold after that period, we will contact you to discuss either keeping it available for sale at a reduced price, or having it returned to you within 10 business days. No fees will be charged to arrange the return of items to you at the end of the 16 weeks or 4 months consignment term.

10. What if my item is returned by a buyer?

We work hard to provide buyers with the best buying experience possible therefore, we accept returns. Buyer will have 7 days to change his/her mind. If the buyer changes his/her mind, we will notify you through e-mail. Your item will be re-listed on our website and waiting to be sold to a new buyer.

11. What if I change my mind and decides not to sell the items?

Item(s) requested to be returned before 16-week or 4-month consignment term will incur a MYR200 administrative fee.