FAQs about Luxe Maison

Products & Consignment

How can I see all of your merchandise online?

Head to our Instagram to view our new arrivals. Do take note that considering they are highly-prized and highly sought-after, our inventory is fluid. We highly recommend that you contact us to check on their availability via +65 6970 5575 or +65 8382 1288 (WhatsApp), DM us online or drop by our boutique. We are at The Centrepoint in the heart of Orchard Road, Singapore’s prime shopping district. We are located beside Starbucks on Level 1 (#01-43/44/45/46) and are open 7 days a week from 11:30am – 8:30pm.

Do you source specific items?

We retail many different Hermès products and carry many product categories. Although we are Singapore’s Hermès Reseller, we also source items from other designers and brands aside from Hermès. Items that we source for include jewellery and watches. If you are looking for a specific Hermès product or other luxury brand products, please email us with photos, and we will assist you. 

Are Luxe Maison’s Hermès and other luxury goods new or pre-loved?

All the retailed products are either new or pre-owned merchandise, but all of the items are in good condition.

Are Luxe Maison’s Hermès and other luxury products authentic?

We are careful, meticulous and strict with our evaluation. As such, we only go to trustworthy sources. All items are thoroughly vetted and inspected to ensure authenticity and quality. We have a reputation to upkeep, and we put in the effort to ensure that integrity is present in every step of the process. We do not condone and have a zero-tolerance policy towards counterfeit products, because we are luxury consumers too.

Do you purchase or consign?

We consign all our products. The quoted price will be based on the item’s rarity and demand. Rest assured that the price quoted will also reflect the fair market resale value. Do contact us if you have any inquiries or special requests.

How do I consign my Hermès and other luxury products with Luxe Maison, Singapore’s Hermès Reseller?

If you are looking to consign your Hermès leather goods or other luxury brand products, please contact us with photos and a clear description of the item. Our customers can vouch for our reliability, ethics and trustworthiness because we take immense pride in what we do. Once your luxury product has passed our rigorous authenticating assessment, we ensure optimum care will be given to them, including wearing gloves in handling each of the items on retail.

Delivery

Where does Luxe Maison deliver?

As Singapore’s Hermès & Luxury Reseller, you can expect nothing but the best from us. We deliver worldwide, including those purchases made locally here in Singapore via our social media accounts or in our boutique in The Centrepoint. We only provide door-to-door courier service. We do not deliver to addresses that are located at a post office box or parcel lockers. Contact us for more inquiries.

How much is the delivery charge?

All orders are complementary and delivered via DHL Domestic express. For overseas delivery, contact us for more details.

Do I need to personally sign for my package?

An adult’s signature is mandatory at the recipient address for all delivery services. We recommend having your order delivered to an alternate address such as your workplace if you will not be home to sign for your package. We do not re-deliver for missed deliveries. 

How do I track the delivery of my order?

We will liaise with you directly on all of your orders made online, including your delivery tracking information.

Packaging

Do the items come in original boxes?

For Hermès products, they are packed in an orange box tied in a Bolduc ribbon except for beauty products, fragrances, books, calendars, Hermès Editeur objects, large-sized items and certain items from the Hermès equestrian range. For other luxury brands, they may and may not come in its original boxes.

Collect in store

When will my order be available in the store?

All orders are usually ready for collection between 1 to 4 business days after payment is received. An email confirmation will be sent when the order is ready for pick up.

How do I collect my online order in store?

To collect your order, please provide your order details, proof of identification and ensure that the name is as stated in the order. This is a safeguard measure. Once the details have been verified, you will need to sign the collection slip.

Can a third party collect my order in a store?

You may engage or instruct a third party to do the collection for you. Do indicate the individual’s details, including phone number when making your purchase. On collection day, they will have to show order details, their identification, your identification and contact information. Essentially, all the required documentation as per self-collection applies. Once verified, they will be required to sign a collection slip.

Return & Exchange

How do I return or exchange an item from Luxe Maison?

Customers are entitled for product exchange but are required to do so within 7 days from the day of purchase. Exchange can only be made once. We do not cater to refunds, only exchanges. 

Can I return or exchange an item purchased directly from an Hermès store or other luxury brand outlets at Luxe Maison? 

Although Luxe Maison is Singapore’s Hermès Reseller, we are not affiliated to Hermès International and thus items purchased from Hermès International do not qualify for exchanges. This also applies to all other brand names that we carry. 

If I made the purchase as a gift to someone, can that person exchange it for something else on Luxe Maison?

An exchange with only items of equivalent or higher value are allowed. Any price discrepancy must be borne by the gift recipient or yourself. Exchanges are restricted to within 7 days from the day of the purchase. 

Availability

Why can’t I find the item in the store that I saw on your Instagram/Facebook?

We carry a unique collection in our store, and we highly recommend you to check our website or Instagram regularly for updates. If you cannot find the item you saw online in our store, the items may already be reserved or purchased. If you are looking for a specific product, please feel free to let us know, and we can source it for you.

Authentication

Are all your products authentic?

As Singapore’s Hermès Reseller, you can be assured of the authenticity of every purchase made with us. This applies to all brand names that we carry as all of our items in the boutique goes through a stringent authentication process and in-house quality assessment. 

Our zero-tolerance towards counterfeits and profound understanding of true luxury is the foundation of Luxe Maison. Everyone at Luxe Maison are Hermès and luxury aficionados. The team is highly skilled in authentication matters given our years of experience and passion for what we do. Your reassurance is our assurance.

Limited Edition Items

How can I order a limited edition item?

Please visit our boutique, and we will be able to assist you to help locate your desired limited edition pieces. You may also contact us via +65 6970 5575 / +65 8382 1288 or DM us online.

How long does it take to locate a limited edition item?

The amount of time needed is dependent on the item’s availability. We will ensure that we do our best to locate the item (if available) within a reasonable timeframe. Do not hesitate to ask any questions in regards.

Product Care

How do I clean my Hermès scarf or tie?

All Hermès scarves and ties are recommended to be dry cleaned professionally. Do notify the dry cleaners to pay special care to the item’s hand-rolled edges. It is also important to note that printed silk scarves can be damaged by rain.

How do I care for my Hermès bag or leather goods?

Leather is a breathing material that ages over time where its colour, texture and condition will gradually soften, resulting in a patina. Leather products must be protected from humidity, and constant exposure to light or heat can result in damages. Your optimum care is required. 

How do I care for my silver jewellery?

Silver oxidizes naturally and inevitably. We recommend you use a cleaning product made especially for cleaning silver. To avoid rapid oxidation of silver, we strongly suggest avoiding contact with perfume, household cleaning agents, pool and seawater. To store your silver jewellery, use the original box and remember to keep it away from sunlight.

Payment Methods

For international customers

All products are fully insured. The customer shall bear all shipping, insurance, duties and taxes costs and fees involved. As integrity is a key component of Luxe Maison, we do not under-declare the value of any item. All items must be fully declared on shipping documents.

Local & International Payment Methods

All purchases, reservations and orders are payable in Singapore Dollars.

We accept payment through cash, credit/debit cards (Visa, Master, Diners, American Express, Nets, and UnionPay), as well as bank transfer, PayNow, WeChat pay and Paypal (fee applies). 

For overseas customers, paypal payment method is preferred.