Yes. Every item sold by Eliana Luxury is 100% authentic. We never knowingly purchase, consign or sell counterfeit products under any circumstances.

Every eligible item undergoes our multi-stage authentication process before being listed on our website. This includes supplier verification, expert physical inspection and Entrupy AI authentication.

For full details, please visit our Authenticity Guarantee page.

Entrupy is one of the world’s leading luxury authentication technologies. Using artificial intelligence, microscopic imaging and machine learning, Entrupy analyses the materials used in luxury handbags and compares them against a database built from millions of authentic luxury data points.

The system provides an authenticity result within minutes for eligible brands. We use Entrupy as an additional layer of verification alongside our in-house human authentication process — not as a replacement for it.

Entrupy supports many of the world’s most sought-after luxury brands, including Hermès, Chanel, Louis Vuitton, Gucci, Dior, Prada, Céline, Saint Laurent, Balenciaga and Fendi, among others. Availability depends on the specific item and Entrupy’s supported models at the time of authentication.

No. Entrupy is only one part of our authentication process. Every eligible item passes through multiple verification stages before being approved for sale.

1. 01
   Supplier Verification — We work with carefully selected suppliers who meet our sourcing standards.
2. 02
   Industry Membership Review — We prioritise suppliers who are members of the Association Against Counterfeit Products Distribution (AACD).
3. 03
   Expert Physical Inspection — Our team inspects stitching, leather, hardware, engravings, date codes, serial numbers and overall craftsmanship.
4. 04
   Entrupy Authentication — All items undergo independent AI-powered authentication.
5. 05
   Final Quality Control — Every item receives a final inspection before dispatch.

The Association Against Counterfeit Products Distribution (AACPD) is an industry body dedicated to combating the trade of counterfeit luxury goods. Membership requires suppliers to adhere to strict sourcing and authenticity standards.

By prioritising AACPD member suppliers, we add an additional layer of confidence to our sourcing process before an item even reaches our authentication team.

YES. All items authenticated using Entrupy will include authentication documentation. If you require additional information regarding the authentication of your purchase, please contact us at clientservices@elianaluxury.com with your order number.

If an item does not meet our authentication standards at any stage of the process, it is never listed for sale. We would rather decline a piece than compromise the trust of our clients.

If you believe an item you have received is not authentic, please contact us within 30 days of delivery with supporting evidence. We will investigate promptly and, where authenticity cannot be confirmed, issue a full refund including original shipping costs.

We specialise in authentic preloved luxury, though some items are unworn or brand new. Every listing clearly states the condition grade so you always know exactly what to expect before purchasing.

We use our own transparent grading system with five clearly defined grades:

• Brand New — Unused, pristine condition. No signs of wear.
• Excellent — Minimal evidence of prior use. Only visible upon very close inspection.
• Very Good — Gently used with light signs of normal wear.
• Good — Moderate signs of previous ownership, fully functional and attractive.
• Fair — More apparent cosmetic wear, remains authentic and functional.

For full descriptions and inspection criteria, please visit our Condition Guide.

Yes. Unless otherwise stated, all photographs in a product listing are of the actual item you will receive. We do not use stock imagery for individual product listings. Our photography is designed to represent each piece as accurately as possible, including any signs of wear.

Absolutely. We are happy to provide additional close-up images of hardware, stitching, date codes, interior condition or any specific detail upon request. Please contact us via WhatsApp or email before purchasing and we will respond promptly.

Orders are processed within 1–2 working days. Estimated delivery times after dispatch:

• UK Standard — 2–4 working days
• Europe — 2–4 working days
• USA & Canada — 2–5 & 3– 5 working days Respectively 
• Rest of World — 2–5 & 3–5 working days Respectively 

All orders are dispatched via tracked, insured courier. You will receive a tracking number once your order has been dispatched.

Yes. We ship to most countries worldwide. International orders are dispatched via DHL express tracked and insured service. Delivery times and shipping costs vary by destination and are calculated at checkout.

Please note that international orders may be subject to import duties, taxes or customs fees upon arrival in your country. These charges are the responsibility of the recipient and are not included in our shipping fees.

Every Eliana Luxury order is dispatched in premium packaging befitting a luxury purchase. Items are carefully wrapped and secured to ensure they arrive in perfect condition. Where original dust bags, boxes or authenticity cards are included, these are packaged alongside the item.

Gift wrapping and personalised message cards are available upon request — please contact us at the time of ordering.

Yes. Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to track your parcel in real time. If you have not received your tracking information within 3 working days of placing your order, please contact us at clientservices@elianaluxury.com with your order number.

In the rare event of a delay, we will work directly with the courier to investigate and keep you informed throughout the process. All our shipments are insured, so in the unlikely event of loss or damage in transit, you are fully protected. Please contact us as soon as possible if you have concerns about your delivery.

Yes. We offer a private collection service by appointment only. For security reasons, our collection point address is shared privately with clients following appointment confirmation.

To arrange a collection appointment, please contact us via email or WhatsApp with your order number, preferred date and time, and your full name. We will confirm your appointment and share the collection address within 24 hours.

The nature of our inventory — high-value authenticated luxury goods — means that security is a priority for both our clients and our team. Appointment-only collection allows us to provide a personal, discreet and secure experience for every client.

Please bring a valid form of photo ID (passport or driving licence) and your order confirmation. Collection is available Monday to Friday, 10:00 AM – 3:00 PM, and Saturday by prior arrangement.

No. We do not offer private viewing appointments for clients who wish to inspect a piece before committing to a purchase.

We accept returns within 14 days of delivery for eligible items. Items must be returned in their original condition, with all accessories, dust bags, and packaging included. Return requests must be approved before items are sent back.

For full details, please visit our Returns Policy page.

Once your returned item has been received and inspected, refunds are processed to your original payment method within 5–10 business days. You will receive an email confirmation once your refund has been issued.

Customers are responsible for return shipping costs unless the item arrives damaged or an incorrect item has been sent. We strongly recommend using a fully insured and trackable courier service.