1. Home
  3. FAQ

FAQ

What forms of payment do you accept?

All major credit cards accepted
Affirm financing
U.S. bank check
U.S. personal check (Personal checks may be subject to a 7–10 day delay before shipping.)
Bank wire transfer – please email sales@n5-luxury.com for wire transfer details.

Please note, we do not accept credit cards for purchases over $100,000 without prior approval.

For orders over $100,000, you must call us in advance to arrange payment. Orders placed on our website exceeding $100,000 will be automatically canceled if prior arrangements have not been made.

We reserve the right to decline purchases until payment is received.

Can I be sure my item is authentic?

Purchasing from us guarantees you will receive an authentic product. Every item on our site is guaranteed authentic and is double or triple authenticated. We source our products from vetted suppliers and usually know the original point of purchase, which significantly reduces the risk of counterfeit merchandise. Since we receive each item we sell, we inspect every item to verify both authenticity and condition. Every Hermès Birkin and Kelly is authenticated by our supplier, by us, and by at least one third-party authenticator.

Each item also carries our money-back guarantee if it is found not to be authentic. Proof of inauthenticity must come from one of the trusted authenticators listed in our Authentication section.

When will my item ship?

We ship Monday through Friday. Orders received before 2 p.m. EST ship the same day. Orders received after 2 p.m. EST may be shipped the next business day. If you would like your package shipped on Friday for Saturday or Monday delivery, please let us know.

Clients purchasing an item under $10,000 can request overnight shipping for an additional surcharge. Shipping and insurance are complimentary within the United States. We will use USPS if shipping to a PO Box.

Please note, all shipments are marked "Direct Signature Required," and the carrier will not leave your package without a direct signature. Also, all products are shipped from outside the United States, so please allow an additional 7–10 days for final delivery.

Do you ship worldwide?

We ship to all countries covered by our cargo insurance, including most countries in Asia, Europe, the Gulf, as well as Australia, New Zealand, and Canada. We use DHL and FedEx for a flat fee that includes both shipping and duties, calculated at checkout. There are a few countries we cannot ship to, including Mainland China, Russia, Mexico, and Brazil. Please contact us if you are unsure whether we ship to your country.

Will you hand carry items?

N5 Luxury offers hand delivery services for an additional fee. If you would like your item hand delivered, please contact us.

Will I be charged sales tax or custom duties?

We charge sales tax where applicable. Please contact us before purchasing if you have any questions.

For international orders, our charge includes both shipping and applicable duties.

Why do you have a final sale policy on most items?

Most of our items are in pristine condition, coming to us directly from the brands' boutiques. While in our possession, these items are carefully maintained in a temperature-controlled environment and kept in their original boxes. They are only removed for inspection, photography, and packing, with protective gloves worn at every step.

Once an item is received by the recipient, we can no longer control how it is handled. Even the slightest change in condition, such as a smudge or the loss of plastic on the foot of a Hermès bag, can substantially reduce the item's value.

Our commitment to our customers is that they receive the item in the condition described on our website. Therefore, by imposing a "final sale" policy, we ensure that all our items remain in the pristine condition as described.

We accept returns on items classified as mint or excellent condition. Items must be returned in the same condition as sold. Please email sales@n5-luxury.com within 48 hours of receiving the item you wish to return. We will email you a return authorization. Tracking information must be provided so we can monitor the delivery. We reserve the right to reject a return if the item appears to have been used.

Can my purchase be financed or placed on layaway?

N5 Luxury has partnered with Affirm to offer financing for any purchase on our website. Subject to Affirm's credit check, financing is available for up to $17,500 of the purchase price of any item, with a payout period of up to 12 months. Learn more about Affirm financing here.

Madison Avenue Couture offers interest-free layaway options for 30-day periods. You can view our layaway plans and policies here.

Why doesn't N5 Luxury take returns on new or never used items?

Our new, never-worn handbags are carefully sourced and maintained in pristine, investment-grade condition. As with any luxury asset, their value depends on their untouched state and complete chain of custody. Once an item leaves our possession, even minimal handling can affect its condition and market value.

To preserve the integrity of our inventory and ensure every client receives items that meet our exacting standards, we do not accept returns on new, never-worn pieces.

Does N5 Luxury buy back items?

We invite our clients to sell back items they have purchased from us. Because we operate in a fluid marketplace, we must assess the item's condition and determine the price based on its condition and current market value.

Do you purchase items outright?

Yes, we purchase items outright. View our selling/consignment page here 

Do you accept recycled goods?

Yes, we purchase items outright. View our selling/consignment page here 

Do you offer personal shopping services?

We offer a personal shopping experience for all our clients. Clients and shoppers are welcome to call with questions about any of our products, to check shipment status, or to complete a purchase by phone instead of online.

You do not have the item I am looking for. Can you find it?

If you are looking for a specific item, we can try to source it for you. We have an extensive network of suppliers, so if the item is available, we will find it. Please see our "Find It For Me" program.

How does your concierge service work?

We fulfill client requests using our own inventory or by sourcing items through our extensive network of other dealers. If we are able to source an item, we require payment in advance. After we receive and review the item, we require the remaining payment before shipment.

Do you offer gifting services?

Whether you are searching for the perfect gift for a wife, girlfriend, mother, sister, or friend, we can advise you on the selection process. We know timing is everything, and N5 Luxury ensures the gift arrives according to your specifications. Complimentary gift wrapping is available upon request.

Is my information secure?

We value our clients’ privacy and keep client information secure. All payment information remains confidential. Credit card transactions are processed through secure servers, and our payment processor does not provide us with access to credit card information. We do not store credit card information.

View our full privacy policy here.

Are you legally affiliated with the brands you carry?

N5 Luxury is an independent dealer. The company sells only authentic branded merchandise but is not affiliated with or an officially licensed boutique of the brands it sells.