ORDERS
HOW DO I PLACE AN ORDER?
Placing an order with us is simple and seamless — explore our curated collection, choose the piece you love, add it to your cart, and complete your purchase with ease. You may choose complimentary worldwide delivery or collect your item from our Helsinki showroom at a time that suits you. Soon it will be ready to continue its story with you.
CAN I MAKE AN OFFER FOR AN ITEM?
All of our pieces are thoughtfully priced by our expert team to reflect their true current market value. Iconic items such as Hermès handbags may command two to three times their original retail price because of their exceptional demand and exclusivity.
If a particular piece has caught your eye, you are warmly invited to submit a reasonable offer — we’ll be delighted to present your proposal to the owner for consideration.
ARE PRODUCT SWAPS AVAILABLE?
Yes, in certain situations this may be possible. Because most of our items are sold on consignment, direct swaps are not always available. However, you are welcome to sell your item through us and receive the amount as store credit — and in many cases, we’ll add up to 10% extra value as a thank-you. Each case is handled individually, so please contact us to discuss the best option for you.
CAN I RESERVE AN ITEM?
We accept product reservations for up to 7 days with a 25% deposit. If you choose not to complete the purchase, the deposit will be converted into a store credit valid for 24 months.
Alternatively, our Luxury Helsinki Layaway Plan allows you to secure selected items with a non-refundable 25% deposit and pay the remaining balance over up to 100 days with no additional fees. Please note that this option is available only for selected items.
ITEM I WANT IS SOLD OUT - CAN YOU FIND ONE FOR ME?
We’d love to help you find your perfect piece. At Luxury Helsinki, we offer two ways to make it happen.
If you’re set on a specific handbag, watch, or accessory, our Personal Shopping sourcing service will track down the most suitable options, carefully selected to match your personal style.
If you’re happy to wait for a favourite item to return, you can join our Waitlist to be the first to know when it becomes available.
PRODUCT INFORMATION
ARE ALL OF YOUR ITEMS PRE-LOVED?
All of our products are proudly pre-loved and each carries its own unique story. While every piece has had a previous owner, this does not always mean it shows signs of wear. Our collection includes items in pristine, unused condition and even full-set pieces—so carefully maintained that you might never guess they were ever owned before.
WHERE DO YOUR ITEMS COME FROM?
Most of our products come directly from our valued clients. Over the years, we’ve built strong relationships with a community that embraces the cyclical nature of luxury by both buying and selling with us. Please note that, due to privacy agreements, we cannot disclose our clients’ identities or personal information. We also carefully source stock from trusted partners across Europe, including private collectors and like-minded businesses who share our commitment to offering authentic luxury pieces.
HOW DO YOU GRADE THE CONDITION OF THE ITEMS?
Our collection is graded by condition from A – Excellent to D – Good, reflecting each piece’s unique story.
- A – Excellent: Rarely used and in pristine condition, as if it’s barely had a previous life.
- B – Great: Lightly used, with only subtle signs of wear that add character without compromising its beauty.
- C – Very Good: Well-loved and frequently used, showing gentle signs of its history while still carefully maintained.
- D – Good: Worn regularly, with visible signs of wear both inside and out, reflecting a well-lived history.
Most of our items are condition B, meaning they may carry very slight signs of use. We have recently started listing any signs of wear in each item’s description to provide even greater transparency. Every piece is meticulously inspected, and if you have questions about the condition of a specific item, we are always happy to assist.
CAN I GET MORE INFORMATION OF A PRODUCT?
Absolutely! We provide detailed descriptions and high-quality photos for every item in our collection. If you’d like additional information, close-up images, videos, or have specific questions about a piece, our team is always happy to assist. Simply reach out to us at contact@luxuryhelsinki.fi, and we’ll make sure you have everything you need to shop with confidence.
DO YOU OFFER PRODUCT WARRANTIES?
As all of our items are pre-loved, we do not offer product warranties. For any questions or concerns regarding product quality, we recommend contacting the original brand directly to receive an expert guidance and professional support.
SHIPPING & DELIVERY
DO YOU OFFER INTERNATIONAL SHIPPING?
We are pleased to offer complimentary worldwide shipping via DHL.
Please note that we are currently unable to deliver to the following locations: Mexico, Russia, Belarus, Ukraine, Turkey, the Canary Islands, Afghanistan, North Korea, the Democratic Republic of Congo, Mali, Niger, and Somalia.
HOW LONG DOES THE DELIVERY TAKE?
All orders are shipped on business days. Domestic deliveries usually arrive within 3–5 business days, while international shipments typically take 3–14 business days, depending on the destination. Delivery times may vary, and Luxury Helsinki cannot be held responsible for delays caused by customs or restricted items. If you would like faster shipping, please contact us in advance, and we’ll do our best to accommodate your request.
Alternatively, you can choose our Showroom Collection service and pick up your purchase from our Helsinki showroom at a time that’s convenient for you.
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you’ll receive an email with full tracking details. It may take up to 48 hours for the tracking information to become active. If you’re unable to track your package after this time, please reach out to us at contact@luxuryhelsinki.fi, and we’ll happily liaise with the shipping company on your behalf.
ARE SHIPPINGS INSURED?
All of our shipments are fully insured, so you can await your order with complete peace of mind.
WILL I HAVE TO PAY CUSTOMS AND DUTIES?
Customers are responsible for any applicable export duties, customs fees, and required declarations. In the rare event a package is uncollected, any resulting fees or costs will also be the customer’s responsibility.
CAN YOU DELIVER MY ITEM IN PERSON?
We offer in-person deliveries when needed and can arrange travel within Europe to meet your needs. Fees may vary depending on the location and circumstances, and we will work with you to ensure a seamless and personalised delivery experience. Please read more about our Luxury Concierge services here.
PAYMENT METHODS
WHAT PAYMENTS DO YOU ACCEPT?
Your payment with Luxury Helsinki is always secure and convenient. Online, we accept credit cards (Visa, MasterCard, American Express), bank transfer, invoice, Klarna, and online payment services. Klarna offers flexible plans of up to 36 monthly instalments. Gift cards and store credits are also accepted. At our Helsinki Showroom, we accept credit cards and cash payments. For added flexibility, we offer Layaway Plan sand Resurs Bank instalment options for eligible customers.
DO YOU OFFER PAYMENT PLANS?
At Luxury Helsinki, we believe that acquiring your dream piece should be effortless. That’s why we offer a range of flexible payment solutions designed to suit your lifestyle.
At checkout, you have the option to choose Klarna and enjoy the convenience of spreading your purchase over up to 36 monthly instalments. For added flexibility, our Luxury Helsinki Layaway Plan allows you to secure your chosen piece and pay over up to 100 days with no additional fees, providing peace of mind while your item awaits. Customers with a Finnish social security number can also benefit from Resurs Bank instalment plans, offering financing for purchases up to 6,000€, making the acquisition of your dream piece both seamless and effortless.
Explore all available payment options here to find the plan that suits you best.
CAN I PAY IN CASH?
At our Helsinki Showroom we accept cash payments up to 9,900€.
CAN I RECEIVE VAT REFUND FOR MY PURCHASE?
All our pieces are pre-owned, with VAT already accounted for at the time of their original purchase. Accordingly, the VAT on our items is 0%, and as we operate under the Second-Hand Margin Scheme, please note that VAT is non-refundable.
RETURNS & REFUNDS
WHAT IS YOUR RETURN POLICY?
For EU/EEA customers, all online purchases come with a 14-day statutory return period. Returns do not apply to gift cards, pre-order items, sourcing orders, or layaway purchases, and purchases from outside the EU/EEA are generally non-returnable unless otherwise stated. EU/EEA customers retain their statutory rights under applicable law, which always take precedence over these policies.
CAN I EXHANGE AN ITEM?
While we do not typically offer product exchanges, exceptions may be possible in select cases. Please reach out to us directly, and our team will be delighted to assist you and explore the best possible solution.
AUTHENTICITY
ARE ALL ITEMS AUTHENTIC?
Every item at Luxury Helsinki has been carefully inspected and passed our comprehensive, multi-level authentication process, so you can shop with complete confidence in its authenticity.
HOW DO YOU AUTHENTICATE ITEMS?
Before being listed for sale at Luxury Helsinki, every item undergoes a thorough, multi-step authentication carried out by our in-house specialists and verified by trusted third-party experts such as Entrupy and Bababebi.
DO YOU PROVIDE AUTHENTICITY CERTIFICATES AND GUARANTEE?
All items we sell are accompanied by the appropriate authenticity documentation — this may include a Certificate of Authenticity from Entrupy or Bababebi, original brand paperwork, or our own written confirmation — along with our authenticity guarantee. In the unlikely event that an item is ever proven inauthentic, we will promptly cancel the transaction and issue a full refund.
DO YOU OFFER AUTHENTICATION SERVICES?
Additionally, we offer exclusive authentication services through Entrupy. You are warmly invited to book an appointment with us here. Please note that our authenticity guarantee does not apply to our authentication service, which only offers a one-year financial guarantee through Entrupy.
CONSIGNMENT & SELLING
HOW DOES YOUR CONSIGNMENT WORK?
At Luxury Helsinki, we offer an effortless and exclusive consignment service for your cherished luxury pieces. Each item is first valued by our team of experts, ensuring you receive the best possible return while giving your luxury goods a second life. Once a price is agreed upon, we carefully authenticate, clean, and list the item for sale.
Our service is entirely risk-free, offering peace of mind and a premium experience.
For full details on our consignment process, please read more here.
WHAT ITEMS DO YOU ACCEPT?
We are delighted to accept pre-loved handbags, watches, jewellery and accessories (please note, that we don’t take sunglasses, shoes or clothes) from the following brands:
HANDBAGS & ACCESSORIES
- Hermès
- Chanel
- Louis Vuitton
- Dior
- Bottega Veneta
- Bvlgari
- Goyard
- Cartier
- Gucci
- Van Cleef & Arpels
- Yves Saint Laurent
WATCHES
- Rolex
- Cartier
- Audemars Piguet
- Patek Philippe
- Vacheron Constantin
- Omega
- Breguet
- Hublot
- Breitling
- Panerai
- Others, please ask
HOW MUCH COMMISSION DO YOU TAKE?
Our pricing and consignment fees vary, as each item is unique. The consignment price covers everything needed to give your piece the best chance of finding a new home, including authentication, bag spa, professional photography, marketing, free worldwide shipping, and flexible payment options for the buyer, ensuring your item truly stands out.
Please note that our minimum consignment fee is 300€.
HOW LONG IS THE SELLING PERIOD?
Our minimum selling period is three months, giving your cherished items ample time to find their perfect new home. After this period, we continue selling the item as usual. You may then collect it back free of charge, or we can arrange a return at your expense. Should you wish to end the selling period before three months, a fee will apply to cover the costs incurred up to that point.
DO YOU BUY ITEMS DIRECTLY?
The majority of our transactions are consignment-based, allowing us to establish a contract with the client where payment is provided only once the item is sold. You can explore more about our consignment services here.
On occasion, we may purchase items directly. These are typically select pieces from Hermès, Chanel, or popular Louis Vuitton models. Please note, direct purchases are offered at a lower price compared to consignment.
CUSTOMER SUPPORT
HOW I CAN CONTACT CUSTOMER SUPPORT?
We make it simple to get in touch with us through a variety of channels. You may contact us via email at contact@luxuryhelsinki.fi, phone at +358 505012428, our contact form, or by visiting our Helsinki Showroom in person.
For your convenience, we are also available through oursocial media channels or the chat widget in the lower right corner of your screen. Our team is committed to responding promptly and personally to ensure all your questions are addressed with care.
WHERE ARE YOU LOCATED?
Our headquarters and showroom are located in the heart of Helsinki, Finland. Here, you can explore our carefully curated collection in person. We invite you to book an appointment here or simply stop by to enjoy a personalised shopping experience.
We are happy to welcome you during the following hours:
Tuesday-Friday: 11:00–18:00
Saturday: 12:00–17:00
For exceptions to our opening hours, please visit here.