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 Local Shipping and Handling
We offer free local shipping.
For overseas shipping, the delivery fee will be calculated during the checkout process.

✔️ 7-day Moneyback Guarantee
Get a full refund if the item is significantly not as described and/or found to be inauthentic by the brand owner within seven (7) days of receipt. 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.

Do you ship internationally?

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

Who pays for customs fees?

As an overseas buyer, please note that you are responsible for any taxes, duties, or customs fees that may apply to your order. These charges are determined by your country’s customs regulations and are not included in the purchase price or shipping costs.

Can I cancel my order?

We understand that plans can change, and you might need to cancel your order. To ensure we can assist you effectively, cancellations must be requested within 2 hours of order confirmation as stipulated under the order confirmation email. We will be unable to process cancellation requests beyond the two-hour grace period.

How to Request for Order Cancellation:
  • Contact us within 2 hours of order confirmation via Live Chat or email.
  • To help expedite your request, please provide your order number and reason for cancellation.
  • Requests will be processed based on the timestamp of your message, so rest assured if your request is sent outside of business hours, they will be processed accordingly the following morning.

If your order is cancelled before you have been charged, you may see a pending authorization on your card that will ultimately disappear from your account in a few days. You will not be charged for the order.

If your order is cancelled after you have already been charged for the order, we will refund you the amount you paid for the item(s) to your original payment method. Please allow your financial institution approximately 3-5 business days (Monday - Friday, excluding holidays) to fully process the refund. To avoid doubt, Carousell shall not be responsible for any delays in the financial institution’s processing timeline.