Question 1

Are the bags authentic?

Accepted Answer

Yes. We only sell authentic branded bags and do not sell counterfeit or fake items. Product details and authenticity information are clearly stated in each listing.

Question 2

Can I request more photos or videos before buying?

Accepted Answer

Yes. You may contact us before placing an order if you would like additional photos, videos, measurements, or close-up shots.

Question 3

Can I return an item if I change my mind?

Accepted Answer

Yes. If you are a consumer in Germany or the EU, you have a legal 14-day right of withdrawal for online purchases.

Question 4

Are your bags brand new or pre-loved?

Accepted Answer

We sell [brand new / pre-loved / vintage / second-hand] bags.

Question 5

Who pays for return shipping?

Accepted Answer

For normal returns under the 14-day withdrawal right, the buyer pays the return shipping cost.If the item is defective, incorrect, or not as described, we will cover the return shipping cost.

Question 6

What if the bag has signs of use?

Accepted Answer

For pre-loved or vintage bags, normal signs of use may be present. We do our best to show and describe all visible flaws honestly.Disclosed signs of wear are part of the item condition and are not considered defects.

Question 7

What payment methods do you accept?

Accepted Answer

We accept:- Credit/debit card  - PayPal  - Bank transfer  - Klarna, if available  - Other payment methods shown at checkout

Question 8

How long does shipping take?

Accepted Answer

Estimated delivery times are:- Germany: 1–4 business days  - EU countries: 3–10 business days  - Outside EU: depends on destination and customs

Question 9

Do you ship outside Germany?

Accepted Answer

Yes, we ship to various countries across Europe. Shipping options and costs are shown at checkout.

Question 10

Can I cancel my order before it ships?

Accepted Answer

Yes. If your order has not yet been shipped, please contact us as soon as possible. If possible, we will cancel the order and issue a refund.

Question 11

How should I care for my bag?

Accepted Answer

To keep your bag in good condition:- Avoid overloading  - Keep away from moisture and direct sunlight  - Avoid rough surfaces  - Store in a clean, dry place  - Use a dust bag if available  - Avoid harsh chemicals and cleaning products

Question 12

Can I track my order?

Accepted Answer

Yes. We ship all orders with DHL using insured and trackable shipping. Once your order has been dispatched, you will receive a tracking number so you can follow your shipment online.

Question 13

What is included with the bag?

Accepted Answer

All included accessories are listed on the product page. Pre-owned bags without their original dust bag will come with a protective dust bag.

Question 14

Do the bags come with proof of authenticity?

Accepted Answer

Some pre-owned bags may come with their original authenticity card. If you’d like additional authentication, we’re happy to recommend independent authentication services that you can use at your own cost.

Question 15

Where are you based?

Accepted Answer

We are based in Germany and ship to customers in various countries across Europe.

Question 16

What happens if my package is damaged or lost?

Accepted Answer

If your package arrives damaged or is lost during delivery, please contact us as soon as possible. We’ll be happy to assist you and help resolve the issue with the shipping provider.

Question 17

Are the photos of the actual bag I will receive?

Accepted Answer

Yes. For pre-owned bags, the photos show the actual item you will receive.

Question 18

Do you do live selling?

Accepted Answer

Yes. We go live 2–3 times a month on our Facebook page, Lux by Jes, where we showcase new arrivals and offer special sales on selected pieces.

Question 19

Do the bags come with original invoices?

Accepted Answer

Pre-owned bags usually do not come with their original invoice, as we also purchase them second-hand. If you would like additional authentication, we’re happy to recommend independent authentication services at your own cost.

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