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About Us

Who are we?

The Luxury Souq is India’s fastest growing boutique for buying and selling new and pre-loved luxury items like Watches, Jewelry and Fashion. The company operates out of Dubai and India.

How do we work?

The Luxury Souq is a platform that makes it possible for our customers to buy as well as sell their pre-loved luxury pieces with us. 

My Account

How do I sign up?

Sign up is very easy. Visit our homepage, click on register on the top right corner and enter your email and other details required. Thereafter, you can shop/sell simply by Logging into your account. You may also choose to register using your Social Media account like Google, Facebook or Instagram.

Can I change my email address?

Sure. We will require a letter from you requesting the email change (showing both new and old email ID) which is signed by you and scanned and emailed to us along with a copy of any Government approved ID showing the matching signature.

Can I change my account password?

Sure. You can change your password in interest of security of your account. Please follow instructions on my account link or reach our customer service on support@theluxurysouq.com for further assistance.

I have a problem logging in?

This may be due to network congestion. You may wish to try logging in on another device or after sometime.

Should you still face the issue, you may reach our customer service on support@theluxurysouq.com for further assistance.

How can I edit my address on the profile?

You may log in to My Profile at the top right corner on the Homepage and do the required. Click on update to complete the process.

How do I verify my phone number?

In order to verify your phone number, click on the verify button and enter the verification code sent on the provided number. Enter the code and click on verify to complete the process.

Can I edit my phone number?

Our team shall be happy to manually help save the changes on your profile.

 

Should you still face the issue, you may reach our customer service on support@theluxurysouq.com for further assistance.

I am unable to access my account?

In order to log in again, please ensure that all the information on your account is correct.

Should you still face the issue, you may reach our customer service on support@theluxurysouq.com for further assistance. 

Buy FAQ’s

My orders

Where is my Order?

To understand the history of your orders, you should log in to your account, click on My Purchases where you can access the list of Ongoing orders, Completed orders, cancelled orders and Returned orders.

How can I check if you deliver to my Country?

We deliver all across India. However for international Shipments you may reach our customer service on support@theluxurysouq.com for further assistance.

How are orders delivered to me?

We have partnered with several delivery partners for delivery in India and rest of the world.

How do I track my order?

You may track your order under My Account.

Can I change my address after an order is shipped?

We do not recommend the same; however you may reach our customer service on support@theluxurysouq.com for further assistance.

How can I get the item gift wrapped?

We can assist in Gift Wrapping at No Extra Cost. You may reach our customer service on support@theluxurysouq.com for further assistance.

I have received the wrong item; how do I return?

You may reach our customer service on +91 818181 6674 or support@theluxurysouq.com for further assistance. 

How do I complaint about an incomplete order?

You may reach our customer service on +91 818181 6674 or support@theluxurysouq.com for further assistance. 

How do I complaint about an unauthentic item I have received?

The Luxury Souq pledges by 100% authenticity and each item with us is covered with a lifetime guarantee. In a rare scenario, if you feel an item is inauthentic, you may return the item and claim a 100% refund. Please reach out to our customer support team via Phone, LiveChat or email support@theluxurysouq.com to report the same so it is resolved on priority.

Can I cancel my Order?

You may reach our customer service on +91 818181 6674 or support@theluxurysouq.com for further assistance. 

Can I exchange my order?

We do not encourage exchange of items under any circumstances. You may return a purchase to get a store credit for 95% of the purchase value.

Are all the items sold on the website Authentic?

The Luxury Souq pledges by 100% authenticity. With us, you can always be confident that you are purchasing a genuine luxury item. 

How to find the condition of the items? Are all the items on The Luxury Souq used?

We sell items in varying conditions namely New, Like New, Gently Used. You can check the condition of the item in the individual item page.

Do you have a physical store where I can come?

Yes. We have store where you can walk-in for a personal shopping experience and browse over an assortment of best selling items. However, not all of our items are stored at our Store.

 

We are located at: Office N0 326, Arun Chambers, Tardeo, Mumbai 400034. India.

Monday to Friday – 10am to 6pm

Saturday – 11am to 4 pm

Sunday – Closed

Public Holidays – Closed

How to place an Order?

For placing an order, you may go to the individual item page, click on Add to Shopping Cart. Next, click on Continue to Checkout and then fill-in the required details, select the payment method to complete your order

You may also reach our Buyer Concierge Team on +91 818181 6674 or buy@theluxurysouq.com for further assistance.

I am unable to place an Order?

You may reach our Buyer Concierge Team on +91 818181 6674 or buy@theluxurysouq.com for further assistance.

 

What are the modes of payment?

The modes of payment for your order are as follows:

 

  • Credit Card
  • Debit Card
  • Bank Transfer
  • Wallets
  • PayPal
  • Cash on Delivery (COD)
  • Cash on Location (COL)

Please note that not all payment modes are available for all customers and may vary as per the location.

How do I change the currency?

Currently all prices are mentioned in INR only. However, you may reach out to us for prices as per your preferred currency. All payments will only be accepted in INR.

Do I need to pay Customs Duties?

All duties and taxes are included in the item price within India. However, the customer is liable to pay the said duties for orders pertaining to the rest of the world.

When do I need to pay Customs Duties?

For orders outside India, the custom duties are paid by the customer during clearance or upon delivery when the item reaches the destination country

What is the delivery time of the item?

The delivery time of each item is visible in the individual item page.

How do I cancel the order, I have placed?

You may reach our customer service on +91 818181 6674 or support@theluxurysouq.com for further assistance. 

Are there any Cancellation or Return charges?

Yes. The cancellation amount is charged and borne by the customer. However, the amount charged depends on the mode of payment, destination country and whether the order is cancelled before or after its shipment.

What is the Cancellation/ Returns policy?

We have a 3 Days Return Policy which means any return requests shall be raised within 3 days of receiving the delivery.

How do I create a Return request?

You may reach our customer service on +91 818181 6674 or support@theluxurysouq.com for further assistance. 

When will I get my Refund?

Refunds are only via store credits up to 95% of product value. The same will be mailed to you within 7days of receiving the product to your registered email ID.

Can I come to Return my items?

Yes, you may visit our Office to drop the returnable items.

We are located at: Office N0 326, Arun Chambers, Tardeo, Mumbai 400034. India.

Monday to Friday – 10am to 6pm

Saturday – 11am to 4 pm

Sunday – Closed

Public Holidays – Closed

What is Easy EMI?

Clients can avail EMI while paying though credit cards by selecting the EMI option. The Luxury Souq is recognized and has partnered with all major banks.

What is FLEXI PAY?

FLEXI PAY is a method where you can reserve the item(s) by paying 25% or more of the item value and make further payments in maximum 3 Equated installments within a 90-day period without any interest charge.

Can I cancel an Easy EMI Order?

Any orders placed under our Easy EMI plan can be cancelled within 48 hours’ subject to 100% store credit only. Any item that has been shipped will be entitled to 95% store credit only.

Can I cancel an FLEXI PAY Order?

Any orders placed under our Flexi Pay plan can be cancelled within 48 hours’ subject to 100% store credit only. Any cancellation after that till payment of final installment will be subject to Forfeiting the 1st installment paid or INR 10000 whichever is less.

What is the difference between Easy EMI Plan and Pay & FLEXI PAY plan?

Easy EMI plan is offered by your respective banks on payment via Credit Card.

FLEXI PAY plan is exclusively offered by The Luxury Souq at 0% Interest / Finance / Processing Charges.

Can I see before buying?

Yes. We have store where you can walk-in for a personal shopping experience and browse over an assortment of best selling items. However, not all of our items are stored at our Store.

 

We are located at: Office N0 326, Arun Chambers, Tardeo, Mumbai 400034. India.

Monday to Friday – 10am to 6pm

Saturday – 11am to 4 pm

Sunday – Closed

Public Holidays – Closed

Sell FAQ’s

How do I sell my item(s) at the Luxury Souq?

We would love to sell your item(s) on our website. Please submit the same via our website or app.

You may also reach our Seller Concierge Team on +91 818181 6675 or sell@theluxurysouq.com for further assistance.

What all Brands/categories I can Sell?

We accept items from all the major and popular luxury Brands.

You may reach our Seller Concierge Team on +91 818181 6675 or sell@theluxurysouq.com for further assistance.

What is the process of shipping the items?

You may reach our Seller Concierge Team on +91 818181 6675 or sell@theluxurysouq.com for further assistance on Shipping and Free Pick ups.

What is a Consignment period?

A consignment period is a lock-in period during which the item remains listed with the Luxury Souq. It is 90 days. After the consignment period is over, you may request a withdrawal of your unsold items.

Can I get my items back before the Consignment period is over?

We do not endorse withdrawal requests from sellers during the consignment period. However, we can look at the same on a case to case basis.

You may reach our Seller Concierge Team on +91 818181 6675 or sell@theluxurysouq.com for further assistance.

When will I be paid for my item(s)?

The Luxury Souq releases payments to all the sellers within 15 days of confirmation of sale. The same can checked with our Seller Concierge Team. All payments are via bank transfer only.

How does The Luxury Souq charge the seller?

The Luxury Souq has the lowest & most transparent commission structure in the industry. We charge a flat fee of 20% subject to minimum amount of INR 5000.

There are no hidden charges. The above commission of 20% includes – Shipping, Packaging, Insurance, GST and other Processing charges.

When will my items be picked up?

The item(s) are eligible for ‘Pick-up’ post the offered quotation has been accepted and approved. We arrange for complimentary pick-up of items, usually within 3 Business Days.

Once my items are picked up by when will it be published?

Item(s) once received in-house shall undergo an Authentication Check followed by Photography and then published on sale on our App/Website. The entire process typically takes around 10-15 business days.

Can I get paid upfront for my items?

Yes, we do buy items upfront, but not all.

 

You may reach our Seller Concierge Team on +91 818181 6675 or sell@theluurysouq.com for further assistance.

If I am unhappy with the quotation, how do I get it corrected?

You may reach our Seller Concierge Team on +91 818181 6675 or sell@theluurysouq.com for further discussion on pricing and assistance.

What is the process of getting the items back?

You may request for withdrawal and return of your item(s), once the consignment duration is over, and our team shall be pleased to assist with the process and arrangements.

What is the Price reduction process?

Our team proposes Price Reduction on your item(s) at regular intervals of 30 days each.

 

You may reach our Seller Concierge Team on +91 818181 6675 or sell@theluurysouq.com for further assistance.

 

How will I be paid for my items?

All payments are made via Bank Transfers Only.

All sellers have to email a self declaration form before the payment is made.

Shipping, Tracking & Delivery

How do I check the status of my order?

You may track your order under My Purchases in your account. Alternatively, we will provide you the tracking link via WhatsApp once your order is Shipped.

How can I check if you deliver to my Country?

You may reach our Buyer Concierge Team on +91 818181 6674 or buy@theluxurysouq.com for further assistance.

How are orders delivered to me?

We have partnered with several delivery partners for delivery in India and rest of the world.

How do I track my order?

You may track your order under My Purchases in your account. Alternatively, we will provide you the tracking link via WhatsApp once your order is Shipped.

Can I change my address after an order is shipped?

You may reach out to our Customer Support Team to check on the possibility as an exception.

How can I get the item gift wrapped?

We can assist in Gift Wrapping at No Extra Cost. You may reach our customer service on buy@theluxurysouq.com for further assistance.

Cancellation & Returns

What is the Cancellation Policy?

You may choose to cancel an order, with no deductions, within 48 hours or before it is shipped out. However, the same is subject to 100% store credit only. Once the item is shipped then the refund will be subject to 95% of product value if the same return request is submitted within 3 days of receiving the product.

What is the Return policy?

We have a 3 Days Return Policy which means any return requests shall be raised within 3 days of receiving the delivery.

How do I create a Cancellation/Return request?

You may reach our Buyer Concierge Team on +91 818181 6674 or buy@theluxurysouq.com for further assistance.

How do I create a Return request?

You may reach our customer service on +91 818181 6674 or support@theluxurysouq.com for further assistance. 

When will I get my Refund?

Refunds are only via store credits up to 95% of product value. The same will be mailed to you within 7days of receiving the product to your registered email ID.

Can I come to Return my items?

Yes, you may visit our Office to drop the returnable items.

We are located at: Office N0 326, Arun Chambers, Tardeo, Mumbai 400034. India.

Monday to Friday – 10am to 6pm

Saturday – 11am to 4 pm

Sunday – Closed

Public Holidays – Closed

 

Customs Duties & Taxes

Are the Customs Duties included in the Item Price?

Prices are all inclusive for deliveries within India without any extra charge. However, for International Shipments, Duties and Clearance charges are not included in the price and will have to be borne by the buyer.

When do I need to pay Customs Duties and taxes?

For orders outside India, the custom duties are paid by the customer during clearance or upon delivery when the item reaches the destination country.

How much do I need to pay as Customs Duties and Taxes?

Customs Duties are purely as per the discretion of Customs Officials/Laws in the Destination Country.

What documents are required for Customs Clearance?

Orders can be held at customs for requirement of Duties Levied and/or some additional documents such as Proof of Identity, Purchase and/or other Certificates. Buyer bears the responsibility for clearing the Duties, if any, and provide the courier with necessary documents.

EASY EMI

What is EASY EMI?

EASY EMI is an option that can be selected by buyers at the time of checkout, when they buy using their credit cards. The buyer has a choice to convert the purchase in EMI as per tenor and interest prescribed by their bank.

How do I place an order using EASY EMI?

At the time of checkout, select the EMI option and fill in your respective credit card details. You will also have to select the no of months as applicable to your respective bank card and make the payment. Alternatively, you may call your bank customer service to convert the purchase to EMI once the transaction is complete.

You may reach our Buyer Concierge Team on +91 818181 6674 or buy@theluxurysouq.com for further assistance.

FLEXI PAY

What is FLEXI PAY?

FLEXI PAY is a method where you can reserve the item(s) by paying 25% or more of the item value and make further payments in maximum 3 Equated installments within a 90-day period without any interest charge.

How do I place an order with Pay & Reserve?

You may reach our Buyer Concierge Team on +91 818181 6674 or buy@theluxurysouq.com for further assistance.

I cannot find the answers to my questions, how do I reach Customer Service?

We are always here to assist you. Please contact us at +91 818181 6674 / 818181 6675 or reach out to us via email at support@theluxurysouq.com

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