FAQs

How to shop and place an order

Do I need an account to place an order?

No,all you need is an email address to place and track orders. To checkout faster, access your wishlist and order updates, we recommend setting up a RedeluxuryYou account.

If you create a RedeluxuryYou account and place an order, you'll be automatically enrolled in our loyalty programme, Access. Every piece you buy takes you one step closer to unlocking exclusive rewards – from early sale access and priority customer care to unlimited free shipping and a dedicated personal stylist.

 I've forgotten my password, what should I do?

Follow the forgot your password link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive RedeluxuryYou email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can manage your email preferences in your account.

How do I place an order on your website?

Here’s how:

  1. Choose a category or brand from the top navigation menu or search to explore a specific style or brand

  2. Select your desired item and click Add To Cart. Once you've added all items, it's time to checkout

  3. Sign in to your account or, if you've not yet created one, continue via guest checkout

Enter your address, payment method and delivery details to place your order. We'll confirm the order and it will be carefully prepared and sent to you, with updates every step of the way.

 Why can I no longer find your physical shop?

Due to the covid lockdown in 2020 we have been forced to be permanently closed at our location in Shibuya-ku, Tokyo. From 2020 we are operating as a digital luxury boutique

Pre-order

What does pre-order mean?

You can get early access to next season's most wanted pieces before they're released. The item will be shown as 'Pre-Order' in the description. 

When will my pre-order item arrive?

As soon as your item has been released and is ready to be sent, you'll receive an email with the estimated delivery date.

When do I have to pay?

Pre-order items require full payment at checkout.

Can I cancel a pre-order?

No, we do not accept cancellations.

Can I change my delivery address?

Go to Order Details in your RedeluxuryYou account, to check if you can change your address. You may not be able to if your item has already been sent.

Are pre-order items refundable?

Yes, just make sure items meet the conditions of our Return Policy.

Will pre-order items be delivered with my other orders?

No, they will be delivered separately according to the expected release date.

Is there a limit on purchasing pre-order items?

There may be order limits on some pre-order items.

Promotions

How do I find out about the latest promotions?

To stay updated on exclusive promotions, new in and early sale access, sing up to our emails.

What different types of promotions are there?

If you're an Access member, check your Access dashboard for promotional rewards in your account.

How do I apply a promo code?

All you need to do is add your eligible items to your shopping bag. Depending on the promo code, it will either be automatically applied, or you may have to manually enter it at checkout. If you have any questions, contact our customer service team.

Are there any brands excluded from promotional discounts?

Yes, promotional discounts can only be redeemed on selected brands and items. As each RedeluxuryYou promotion is different, we're unable to provide a list of excluded items. However, items that are labelled or added to the promotions page may be eligible for a promotional discount.

How do I know if my item is eligible for a promotion?

Items that are labelled or added to the promotions page may be eligible for a promotion. If a minimum spend applies, this must be spent in a single transaction. 

 

My promo code has expired. Can I request another one?

Our Customer Service team are unable to reactivate any promotional discounts. Promotional discounts and promotional codes are also non-transferable and have no cash alternative.