Help Centre | Eliana Luxury
Eliana Luxury — Help Centre
Welcome to Our
Concierge Help Centre
Luxury should feel effortless. Whether you are searching for your next Chanel, arranging a collection appointment, or learning more about our authentication process, our Concierge Team is here to help.
Concierge Team · clientservices@elianaluxury.com · Mon–Fri, 9am–6pm
How Can We Help You Today?
Select a topic below or browse the sections further down the page.
Frequently Asked Questions
Are all your products authentic?
Yes. Every item sold by Eliana Luxury is 100% authentic and undergoes a multi-stage authentication process before being listed. For full details, visit our Authenticity Guarantee page.
What is Entrupy and how does it work?
Entrupy uses AI-powered microscopic imaging to independently verify the authenticity of luxury handbags. It provides an objective, technology-backed certificate separate from our own expert inspection. Learn more on our Authenticity Guarantee page.
How long does delivery take?
- UK Standard — 2–5 working days
- Europe — 3–7 working days
- USA & Canada — 5–10 working days
- Rest of World — 7–14 working days
All orders are dispatched via tracked, insured courier. You will receive a tracking number by email once dispatched.
What is your returns policy?
We accept returns within 14 days of delivery for eligible items in original condition with all accessories and packaging. Contact us within the return window to request approval before sending anything back. Full details on our Returns Policy page.
Can I collect my order in person?
Yes. We offer private collection by appointment only. Contact us via email or WhatsApp with your order number and preferred date and time. We will confirm within 24 hours and share the collection address. See our Collection Point page for more details.
Shipping & Delivery at a Glance
UK Delivery
- Processed in 1–2 working days
- Delivered in 2–4 working days
- Tracked & insured
- Signature may be required
International Delivery
- Europe: 2–4 working days
- USA & Canada: 2/3 –5 days
- Rest of World: 3–5 days
- Import duties may apply
Collection Appointments
Private Collection
We offer secure, appointment-only collection. Our address is shared privately following confirmation of your appointment. Please bring photo ID and your order confirmation.
Get in Touch
Helpful Pages
| Page | What You’ll Find |
|---|---|
| Authenticity Guarantee | Our four-stage authentication process, Entrupy verification, and White-Glove inspection details. |
| Condition Guide | Full explanation of our five-tier grading system and what we inspect on each category. |
| The Eliana Standard | What sets every piece apart — from sourcing to dispatch. |
| Returns Policy | Our 14-day returns process, eligibility criteria, and international returns guidance. |
| Collection Point | How to arrange a private collection or viewing appointment. |
| FAQ | Answers to our most frequently asked questions across all topics. |
Still need help?
Our Concierge Team is Here
We are available Monday to Friday, 9am to 6pm. For urgent or complex enquiries, email is always the fastest route to our team.
Every enquiry answered with care.
Our customer support team is available Monday to Saturday, 9:00am – 6:00pm. Sunday: Closed.
Email: clientservices@elianaluxury.com
COMPANY INFORMATION
- Business Name: Eliana Reloved Luxe Ltd
- Trading As: Eliana Luxury
Company Number: SC894494 - Registered Office: Shotts, North Lanarkshire, Scotland, United Kingdom.