FAQs

General


Who are we?

LXR is a vintage luxury retailer that specializes in authentic handbags and accessories from designer brands including Hermès, Chanel, Louis Vuitton, Gucci, Prada, Ferragamo, Miu Miu, Cartier, Dior, Chloé, and more! LXR prides itself in its rigorous authenticity protocol. LXR sources its products through private auctions, individual collections and directly from clients online and in select retail locations. We do not buy or sell reproductions. LXR is not affiliated with any of the brands listed on the site and in store. We guarantee all products to be 100% authentic.

What does vintage mean?

LXR's selection of luxury vintage products range from pieces that date back over 50 years ago, to items part of collections from this season. Vintage steps away from the traditional luxury shopping experience and focuses on preowned luxury masterpieces. LXR gives renewed life, and a fresh chapter to each piece that we buy and sell.

Merchandise


How do I know the merchandise is authentic?

LXR prides itself on the quality of its merchandise and does not accept or sell reproductions. Every product acquired has undergone a thorough control check to meet the highest standards of excellence. LXR guarantees the authenticity and condition of every item sold so that customers can purchase products with complete confidence.

What is the condition of the merchandise?

The condition of each item is specified by an alphabetical rating found within the product description. An overview of the ratings can be found below:

  • PRISTINE - Never been used or carried
  • EXCELLENT - Very good condition, there may be slight signs of wear
  • VERY GOOD - Good condition, some signs of wear due to regular use
  • GOOD - Fair condition, discolorations and visible wear or other marks
  • FAIR - Well used, obvious signs of use such as scratches and stains

Do you offer warranty on your products?

Due to the vintage nature of our products, we are unable to offer a warranty on any products offered for sale via our website.

Orders and Payments


We work hard to make sure your order is sent out on time. It is up to the receiver to ensure that the correct shipping address is provided, and that you are there to receive your item. LXR is not responsible for lost or stolen packages.

Can I use a foreign issued credit card?

If you are attempting to make a payment with a card that has not been issued in the country where you are shipping your item, there may be additional information required to authorize the purchase.

For all orders made with foreign issued cards, please contact us at 1-800-764-0521 or at support@lxrco.com to verify your billing information.

Can I order by phone?

At this stage, LXR only accepts orders placed online at LXRCO.com.

Can I cancel or change my order once it has been placed?

If you would like to cancel your order, you can request a cancellation up until the time your order processed. If the order has already been processed, it will be treated as an unauthorized return and be subject to fees. See the Returns section for more information. Please note that if a promotional credit (including referral credits) was used in an order that you have cancelled, the credit will not be reimbursed.

Why have I been contacted about my payment?

Due to the high value of orders, you may be contacted by our accounts department to confirm your billing information. In cases where the billing and shipping addresses do not match, we may require you or your credit card company to verify the purchase.
If you fail to respond to an email or telephone call requesting additional information, LXR reserves the right to hold the shipment and/or cancel the order. Please ensure you have added support@lxrco.com to your safe list and have included a valid phone number in your order to avoid missing these important notifications.

Selling Your Luxury Item


How does Sell Your Luxury Item work?

If you own a designer item but are ready to move on or upgrade to the latest style, LXR will save you the trouble of selling it yourself. We offer direct, competitive prices based on the condition and model of the product.

Please fill out our online appraisal form.

If we are able to appraise the item based on the information provided, we will contact you with our price offer and details of payment.

If we need to take a closer look at the item, we will ask you to send it in for a personal appraisal. We cover all in-bound shipping costs on items that are requested for assessment.

For sellers who live in the Montreal, Canada area, you can call us at 1-800-764-0521 for an appraisal in-person at our head office.

Please read our purchase conditions below for a full list of terms and conditions.

What are the Sell Your Luxury Item conditions?

Shipping Policy: LXR provides sellers with free in-bound, FedEx ground shipping when both parties agree on an offer price. The company will not be held responsible for items that are shipped using a different provider.

Payment Options: LXR will advise seller for payment options once the item has arrived at our warehouse for verification and we are satisfied with its authenticity. Each payment might take up to a total of 3 weeks to arrive depending on the method chosen.

Damage Prevention: LXR will cover all in-bound shipping costs and provide insurance for the value of the package. The seller can only ship the item using the FedEx shipping label provided. If the seller chooses to ship the item using a different provider or not package it well, LXR will not be held responsible for compensation or insurance cover.

Item Authenticity: The seller agrees that all items submitted for sale are authentic and that they have made no intentional attempt to sell LXR counterfeit products. If the item is discovered to be counterfeit, or significantly different from the pictures provided, it will be returned to the seller after the authentication fee of $125 has been paid in full within 30 days of payment notice to the seller.

 

Reluxury Restart


The Program

This is reluxury – without the commitment.

Choose any of our iconic handbags to be your main squeeze for up to 6 months. Get up to 75% of your purchase price back in credit when it’s time to move on to the next.

Buy It Use It Restart It
Buy any of our iconic handbags, in store or online. Wear that gorgeous piece as much as your heart desires. Send it back online in the same condition within 6 months and get 75% of the price you paid back.

That’s 6 months of reluxury for only 25% of its standard price – and a commitment-free closet.

How does Reluxury Restart work?

Online for a limited time only, check out our Sell Your Bag page and fill out the required details. Our expert buying team will get back to you within one business day.

We will give you a credit of up to 75% of your original purchase price, after discounts and before taxes and shipping fees. The following conditions must be met:

  • Your item was purchased at LXR (in-store or online) within the last 6 months.
  • Your item has to be in the same condition as when it was purchased from LXR.
  • Items must include all original included items. This includes (but is not limited to) the brand dust bag, pouches, straps, lock, keys, and any other items that originally came with the purchase of the item. If items are missing, we can not guarantee maximum credit offer.
  • Currently, only select* bags and wallets are eligible for the Reluxury Restart program, items with an original price of less than $345 are not eligible. Note* Please refer to brand drop-down list on the Sell your bag page for eligible brands.

What happens if I want to sell my item back, but it’s been more than 6 months since I purchased it?

Unfortunately, your item will no longer be eligible for the buy-back program. Your item, however, is still eligible for our Sell Your Bag process.

Does my LXR credit expire?

All LXR credits expire 18 months from the date they are issued. LXR credits are valid online only.

Can I choose cash instead of a Reluxury credit?

Absolutely! If you choose to return your item within 6 months in the same condition in which it was purchased, we will provide you with 60% of the original “Purchase Price” in cash.

 

Gift Cards


LXR eGift Cards are available in amounts of $100, $200, $500 and $1000.

LXR eGift Card Terms and Conditions:

Purchase and use of any LXR eGift Card confirms acceptance of these Terms and Conditions.

  • LXReGift Cards are only redeemable towards merchandise online at lxrco.com
  • LXR eGift Cards are not refundable
  • LXR eGift Cards may not be redeemed for cash or used to purchase any other eGift Cards
  • No discounts can be applied towards the purchase of a LXR eGift Card
  • Sales tax is applicable to merchandise purchased with a LXR eGift Card
  • For LXR eGift Cards, delivery of the eGift Card to an incorrect but deliverable email address as provided by the purchaser is the responsibility of the purchaser
  • LXR eGift Cards have no service fees and no expiration dates
  • If you cancel or return your order and you paid using a LXR eGift Card, we'll credit the funds to the original LXR eGift Card
  • LXR is not responsible for lost or stolen eGift Cards. However, if your LXR eGift Card is lost or stolen, and you have proof of purchase, we will issue a replacement, for the remaining balance shown on our records at the point of replacement card issuance
  • Your eGift Card number are required for all inquiries
  • To verify the remaining balance on a LXR eGift Card, please contact our Customer Care department or check your balance at check out on lxrco.com
  • LXR Company reserves the right to change these Terms and Conditions from time to time at our discretion
  • All boosted gift cards (amounts of $120, $240, $725 and $1300) will be reverted back to their original purchase amount on January 1, 2021.

Pricing


Price matching

Each of our pre-owned, luxury vintage items are considered unique and for this reason, LXR does not offer any price matching.

Price adjustments

Price adjustments cannot be made on any item purchased on sale. We can honor 1 price adjustment for regular priced items within 7 days of purchase.
Price adjustments apply only to items purchased on LXRCO.com

Canadian Customs

 

Prices do not include fees associated with cross-border shipments and may be subject to duties and taxes.

Any customs, duty or import fees will be at the customer’s expense at time of delivery to be paid directly to our preferred carrier. These are calculated based on the destination country’s regulations and rates. These expenses are non-refundable.

Occasionally customers are erroneously double charged for sales tax. Should this happen to your order, please do not hesitate to reach out to our customer experience team for a full refund of the taxes paid at time of purchase.

Orders that are refused will be considered as an unauthorized return and will be subject to a 15% restocking fee.

If you would like to reclaim duty and taxes for items being returned, the item will need to be shipped back to the US at the customer’s expense.

For location information, please contact the customer care team at info@lxrco.com

Rental


How does rental work?

Rental is the new way of enjoying high end luxury products. Our selection is available for rental starting 3,6,9 or even 12 months for as low as 6$+tax a day! (Monthly rental of 179$+tax). This way, you decide how long you wish to keep the model and when your rental is over, you simply have to send it back to us and move on to another trendy model!


Can I extend my rental after my first initial period?

Yes. Once your initial period of rental ends, you can continue renting the bag on a monthly basis by sending us an email when your rental is due. We will keep charging the monthly fee as long as you tell us you wish to keep the bag. At the end of your rental period, if you don’t inform us that you wish to keep the bag, we will assume you’ll return the bag. For each day late, you will be charged a 6$CAD/day  fee. After 7 days, we will charge the full monthly amount and assume you have kept the bag for one additional month. 


How many items can I rent at the same time?

For now, only 1 rental at a time is allowed. LXR needs to have received a rental before allowing customers to rent another one.


Why can’t I rent more than one item at a time?

We want to offer the rental program to as many Canadians as possible and we want our customers to fully love and enjoy their product for the period of time they choose. For this reason, we only allow one rental at a time for now. 


Can we rent the product for less than 3 months?

For now, the minimum rental period is 3 months so that each of our clients can fully embrace their product. 


What happens if I damage the bag?

For minor damages, we got you covered! Simply add the monthly insurance of 15$CAD/month and we will cover any minor damages such as minor stains, rips, missing beads, stuck zippers or other minor damage.


For any other damages, not covered by our insurance, LXR has the right to charge you for the full retail price if the product cannot be placed back in its original condition. 


What does the insurance cover?

At LXR, we got you covered! Enjoy your bag while being protected for minor damages on the bag. For only 15$/month, protect your bag with our minor damages insurance that will protect you from minor stains, rips, missing beads, stuck zippers or other minor damage.


Where do you ship?

All across Canada! 



How do I return my product when my rental is over?

You have two ways of returning the product to us:

  • You will receive a prepaid return label that will allow you to return the product back to us through any Canada Post locations.

When are the rental start and end dates?

Your rental period starts the day your shipment arrives at your destination.

You must ship the product back at last on the day the rental agreement ends. We will keep the same initial date for each additional month.

Ex: If the rental starts March 15th, your agreement is for 3 months and you do not plan on extending the agreement, then you must ship the bag back at last on June 15th. In contrast, if you decide to extend your rental by a month, then return will be due on July 15th. 


I lost my return label, how can I get another one?

You can send us an email at: info@lxrco.com and we will get you another return label to ship your product back. 


I love the bag I rented, can I purchase it?

Yes, you can! You can request a buying quote at any point by sending us an email at: info@lxrco.com and someone from our product team will evaluate the product and offer you a new price for your product! 


Why do I have to upload my ID to rent an item?

Knowing our customers is very important to us and we want to make sure that your identity is fully protected while engaging into a rental agreement. By sending us a verified ID, we make sure that we interact with the proper customer, hence favoring a better relationship between LXR and Co and our rental customers. Rest assured, your data is protected under the canadian regulations in place for data privacy. 


What are the best cleaning tips for the bag?

Remember to stuff your bag when not in use. This will prevent cracks and unusual deformation marks on your bag.

If your Louis Vuitton item has vachetta (untreated leather) trim, make sure your hands do not have excess hand cream as this will prematurely darken the leather. Be mindful of the weather when taking your bag out for a stroll as rain might stain your bag permanently, you can protect it inside your jacket or under an umbrella if you are caught up in the rain! 

Use a dust bag while the bag is in storage. This helps protect the bag from both dust and moisture. Store your bag in a dry and heat controlled environment to keep your bag intact.

Can I use a gift card or apply a promo code for a rental item?

We currently do not allow payments by gift card for rental pieces and rental collection is excluded from promotions.

Can I return my rental if did not fell in love with the bag?

The rental agreement is valid for the entire duration of the rental selected and cannot be cancelled. No refund will be issued if the bag is returned early.

Can I swap my rental during the rental period?

If you are not entirely satisfied with the bag you rented, email info@lxrco.com to inquire about a swap within the first 10 days of the rental. Please note that swaps are subject to different conditions as well as a restocking fee of 50$CAD.

Consignment

What is consignment exactly?

Consignment is a business arrangement, in which, you the consignee, entrusts us the consignor, to sell your luxury items on your behalf.  By consigning with LXR, you pay us a portion of the profits made from the sale of your luxury goods. So why consign you may ask?

What are the benefits of consigning?

LXR is very selective of the brands, quality, and authenticity of the luxury items that are carried on the website. This strategy helps to boost the attractive quality of all our goods as well as yours when our clientele can trust that LXR is synonymous with true authentic luxury. When your luxury goods appear on our website, the standardized look between all the products we sell boosts the high-quality perception that our clients have come to know and love. Sit back, relax, and let us do all the rest.