Frequently Asked Questions

What is the OX Luxe Buyer’s Promise?

✔️ Authenticated Products
Shop with a peace of mind. All products are verified for authenticity by the professionals.

✔️ Free Shipping and Handling
We offer free local and international shipping.
For overseas shipping, Ox Luxe assumes all shipping and handling fees including import duties and taxes. In other words, you do not need to pay extra cost beyond the price indicated on the website.

✔️ Free Returns and Refunds within 24 hours days of delivery
We provide free returns and refunds up to 24 hours upon you receiving the item. All returned items should be sent in their original condition & packaging with the item tag still attached to the item.

What is the OX Luxe Seller’s Promise?

✔️ Best Price Guaranteed
We offer the highest take-in price in the market. If the seller finds another buyer that can offer at a better price, Ox Luxe will return the goods to the seller at our own cost.

✔️ Instant Payment
Sellers will receive full payment on the same day.

✔️ Free pickup service We provide free pickup service at the convenience of your desired location.

✔️ 7 days publish online for sale globally
All goods will be put up for sale on our platform globally within 7 days upon receiving from the sellers. Please note: At the moment we are only accepting consignment and sell-to-us in Singapore only

What is Ox Luxe’s authenticity policy?

Ox Luxe authentication is an integral part of our vetting process. Every item undergoes an in-house multilayered evaluation by our authentication experts before it is Ox Luxe-approved and listed for sale. If you purchase an item and it is proven to be inauthentic by a verified authenticator, Ox Luxe will honor a full refund upon return of the bag.

Ox Luxe is independent from any brand affiliation. Brands are not responsible for any product purchased from Ox Luxe, and do not guarantee the authenticity of goods sold.

How can I track shipping?

For shipping within Singapore, please contact us via the chatbot. For shipping outside of Singapore, please go to your account information and click on the order information.

What is your return policy?

We offer no questions asked return policy if you submit your return request within 24 hours of receiving the item.

For Singapore, please chat with us via the chatbot. For all international orders, please follow these simple steps:
  1. Notify us within within 24 hours of receiving the item by submitting an email at oxluxe@thecarousell.com. To help expedite your request, please provide your order number and reason for return.
  2. Once reviewed, you will receive a contact you to make arrangments for the returns collection.
  3. The item(s) will be processed and reviewed once received. The item must be returned in the same condition as it was listed with the security tag intact. Otherwise, the item will be returned to you.
  4. Once processed, you will receive an email to notify you that the refunds have been applied to your account. Please note that we will only be able to refund to the same payment method that you have used for the purchase.

Do you ship internationally?

We ship to the USA, Canada, UAE and Hong Kong.

Who pays for customs fees?

All shipping and handling fees are included in the final selling price. In other words, the transacted price includes shipping, customs, duties and logistics fees.