FAQ
ORDERS & RETURNS
Can I return an item if I change my mind?
Yes. If you are purchasing as a consumer, you may notify us that you wish to cancel an eligible online purchase within 14 days of receiving your order.
Once you have notified us, we ask that you dispatch your return within 7 days wherever possible. Your statutory return period remains unaffected.
Please refer to our Returns & Refunds Policy for full details.
Who pays for return shipping?
For eligible returns, The Preloved Lobby will cover the cost of return shipping using the return method or instructions provided by us.
Customers must follow the return instructions supplied and use the approved shipping method where one is provided.
If you choose to arrange an alternative return method without prior agreement, any additional costs may not be reimbursed.
Are returns inspected?
Yes. All returned items are carefully inspected and may be compared against our original condition records, photographs, identifying details, security tag information and, where applicable, packing footage.
What are the security tags?
All items are dispatched with a The Preloved Lobby security and/or return tag unless otherwise stated.
Please do not remove, cut, alter or tamper with the tag until you are certain that you wish to keep the item.
The tag forms part of our return verification process and helps us confirm that the item returned is the same item originally dispatched and assess whether its condition has materially changed.
Are orders recorded before dispatch?
Orders may be video-recorded during inspection, preparation and packing for quality control, fraud prevention, order verification and dispute resolution.
Packing recordings are normally retained for up to 30 days after dispatch and may be reviewed if there is a return, discrepancy, chargeback or delivery dispute.
For full details, please see our Privacy Policy.
What if I purchased through TikTok Shop or another platform?
Orders placed through TikTok Shop, live-selling platforms or third-party marketplaces may be subject to that platform's own return, cancellation and refund procedures.
Where the platform requires a return or refund request to be submitted through its own order system, the request must be handled through that platform.
If you have any questions, please contact concierge@theprelovedlobby.com.
SHIPPING
Do you ship internationally?
Yes. The Preloved Lobby currently ships internationally from the United Kingdom.
Will I need to pay customs duties or taxes?
International orders are generally shipped duties and taxes unpaid.
Import duties, taxes, customs charges or handling fees imposed by the destination country are the responsibility of the recipient and are not included in the purchase price unless expressly stated otherwise.
Can customs delay my order?
Yes. International shipments may occasionally be delayed during customs clearance.
Customs processing times are outside our control and can vary depending on the destination and any information requested by local authorities.
What happens if I refuse to pay customs charges?
If customs duties or taxes are refused or remain unpaid, the shipment may be returned to us.
Any reasonable costs incurred as a result, including return shipping, customs charges or courier fees, may be deducted from any refund where legally permitted.
Please see our Shipping Policy for full details.
CONDITION & RESTORATION
Are all items pre-owned?
The majority of pieces offered by The Preloved Lobby are pre-owned, vintage or archival.
Where an item is unused, currently available at retail or otherwise differs from this, it will be clearly stated in the listing.
How is condition described?
Every piece is individually inspected and its condition is described as accurately as reasonably possible, supported by detailed photographs.
Because many items are pre-owned, signs of age, wear or previous use may be present.
Do you restore bags?
Some pieces may receive careful restoration or preservation work before sale.
Any work carried out by The Preloved Lobby will be disclosed within the product listing under Restoration & Care.
Any restoration follows the brand guidelines respecting the original form of the item.
Do you recolour bags?
We do not undertake full recolouring or treatments that fundamentally alter the original surface, texture, material or character of a piece.
What does “Restoration & Care” mean?
This section tells you exactly what, if anything, has been done to the item prior to sale.
This may range from a light professional refresh, cleaning or conditioning to more targeted restoration work.
If no restoration was required, this will also be stated.
AUTHENTICITY
Are all items authentic?
Yes. Every branded item offered by The Preloved Lobby is professionally assessed for authenticity before sale.
How are items authenticated?
Authentication may include examination of materials, construction, hardware, stitching, typography, serial or date information, brand-specific manufacturing details and other relevant characteristics.
Do you use third-party authentication?
Where appropriate, we may also use specialist third-party authentication services as an additional layer of verification.
What if I have an authenticity concern?
Please contact concierge@theprelovedlobby.com.
We will review the matter promptly and may request photographs, documentation or return of the item for further assessment.
Please see our Authentication page for full details.
SOURCING CONCIERGE
Can you source a bag that is not currently on the website?
Yes. Our Sourcing Concierge can help locate designer handbags and accessories through our network of suppliers, dealers and marketplaces.
Can you source both pre-owned and retail items?
Yes. Depending on your request, we can search both the pre-owned market and current retail availability.
Can you help me choose a gift?
Absolutely.
If you know the recipient but not the exact piece, you can send us your budget, preferences, reference images or even a vague brief and we can help narrow down suitable options.
Can I send you a screenshot of something I am looking for?
Yes. Screenshots, reference photographs and links are welcome when submitting a sourcing request.
How long does sourcing take?
It depends on the piece.
Some requests may be fulfilled within days, while rare, discontinued or highly specific items may take longer.
Is there a sourcing fee?
Any applicable sourcing fee will always be clearly discussed and agreed before you commit.
SELLING WITH US
Can I sell my bag to The Preloved Lobby?
Yes. You can submit your item through our Sell with Us page for consideration.
Do you offer consignment?
Where available, we may offer consignment as well as other selling options depending on the item.
What brands do you accept?
We primarily focus on established designer handbags and accessories.
Acceptance depends on factors including brand, model, condition, authenticity, current market demand and resale potential.
How is my item valued?
Valuation may take into account the brand and model, age and collection, condition, materials, inclusions, current market demand, comparable sales and resale potential.
Please see our Sell with Us page for more information.
PRICING & SALES CHANNELS
Are prices the same everywhere?
Not necessarily.
Items may be offered through our website, live-selling platforms, marketplaces or promotional events.
Prices, discounts, vouchers and promotional terms may therefore vary between sales channels.
If I see a lower price during a live sale, can I get the same price on the website?
A price offered during a live sale or through a third-party platform applies only to that particular sale or platform unless otherwise stated.
The price applicable to your purchase is the price shown and accepted through the sales channel used at the time of purchase.
What about platform vouchers or coupons?
Some platforms may offer their own vouchers, discounts or promotional incentives.
Where a discount is funded or controlled by the platform, its terms are determined by that platform.
GENERAL
Are the photographs of the actual item?
Unless clearly stated otherwise, product photography represents the individual item being offered for sale.
Can I request more photographs before purchasing?
Yes. If you would like additional photographs, measurements or information about a piece, please contact:
concierge@theprelovedlobby.com
Do you have a physical store?
The Preloved Lobby primarily operates online.
Any collection or appointment options available for a particular purchase will be communicated directly.
How can I contact you?
For general enquiries, please email: