They are the best—genuine, reliable, and true to their word. You can trust them with complete confidence. I have dealt with many sellers over the years, but only a few have lived up to their pro... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’ve only just started watching and buying from LP since October but I’m so addicted now! Everything I have bought from them is top notch quality from the jewelry, purses, home goods, and ready to wea... See more
Company replied
Really happy with my recent purchase at LP. As usual they were fantastic. Samia from the London team helped me with pictures, sizing, condition etc. I had so many questions and she answered them all p... See more
Company replied
I discovered Luxury Promise from a friend and have so enjoyed learning more about gems, jewelry and investment pieces. I love that these are all quality items that can be resold again and again, rat... See more
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Company details
- Handbags Shop
- Bag Shop
- Bags and Luggage Store
- Costume Jewelry Shop
- Fashion Accessories Store
- Jewelry Store
Written by the company
We’re the world's first resale platform to evaluate, authenticate, sell and buy pre-loved luxury goods using the most advanced artificial intelligence technology. Each item is carefully authenticated and checked by our team of expert authenticators going through a triple quality control. Our aim and mission is to deliver our five-S rule. Safety, Security, Sustainability, Savings and Shopping.
Contact info
28 Cavendish Square, W1G 0PW, London, United Kingdom
- 07379 281741
- customercare@luxurypromise.com
- www.luxurypromise.com
4.1
Great
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
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Wonderful white chanel bag
Wonderful experience , quick to reply .
Bag was in better condition than I expected . Love my purchase
28 July 2025
Reply from Luxury Promise
Thank you so much for your lovely review! We’re thrilled to hear your Chanel bag exceeded your expectations and that you enjoyed a smooth experience with us. We can’t wait to help you find your next special piece!
Kind regards,
Luxury Promise Team
Great Sellers, but be prepared to be dissapointed at times...
In general I have bought some lovely items. Trudi is beyond exceptional, Lema and Sami are great too!
However my overall view is clouded due to a Vintage Chanel handbag that I bought from a Japan Live show. I was sold a bag where the strap was restored, where there was no reference to this on the show, which is thoroughly dissapointing. The handle stitching looked poor, making it obvious surely to any internal checks.
Customer Service is great, no issues there and I accepted a small partial refund for the bag issue. Subsequently on wearing it once, The strap broke, tearing from the side of the bag, a separate issue to what I initially reported. I have asked for a full refund on both occasions but nothing. We spend a lot of money on Luxury goods, I am so disappointed that I am left with a bag, that I do not 'love' after having to get this repaired and be refunded for the cost of the repair to me is just not good enough. I could have bought a restored bag, a third of the price, from the resale market. So whilst the sellers are great, just be mindful that you are not protected with your items and you can be left with something you're not happy with. Do ask questions before you part with your hard earned cash. You should be able to receive a full refund if the item doesn’t meet the description in my opinion
28 July 2025
Reply from Luxury Promise
Thank you for your feedback. We take quality issues very seriously and always aim to work with our customers to resolve matters. In this case, we were unable to accept a return because it would have conflicted with our policies, such as the 14-day return period and final sale rules for live show and international purchases. We always encourage customers to ask any questions before purchase. For further assistance, please contact us at customercare@luxurypromise.com.
Warm wishes,
Luxury Promise Team
I love my bag
I love my bag , I received it as it was shown on the live sale. Well packaged,
28 July 2025
Reply from Luxury Promise
Thank you so much for your lovely review! We’re thrilled to hear your bag arrived exactly as shown and that you enjoyed the unboxing experience. Enjoy your new treasure!
Kind regards,
Luxury Promise Team
Received the wrong stones
Received the wrong stones. I ordered cabochon round moonstones and they sent me princess cut. They don’t know the difference they kept saying they sent me the “round moonstone” . Yes they are round but it’s the wrong cut. Never heard from them again. Don’t trust them.
25 July 2025
Unprompted review
Reply from Luxury Promise
We're sorry to hear about your experience. We take issues like this very seriously and want to make it right for you.
We haven’t received any inquiry regarding this in our inbox, so please reach out to us directly at customercare@luxurypromise.com so we can resolve this promptly. We’re here to help and would appreciate the opportunity to make things right.
Best wishes,
Luxury Promise Team
First online purchase of vintage chanel
I was nervous and yet still desperate to buy my first vintage Chanel
I hesitated double clicking to buy then felt stressed wondering if I’d done the right thing
When I heard the bag was on its way I was super excited
The unboxing was nerve wracking but I was very impressed and thought my bag was better than the photos I saw
I would love to shop again and recommend luxury promise highly
21 June 2025
Unprompted review
Reply from Luxury Promise
Thank you so much for sharing your experience! We understand the nerves that can come with making your first vintage Chanel purchase, it's a big moment!
We're thrilled to hear that your bag exceeded your expectations and that the unboxing was such a memorable experience. Your kind words mean the world to us, and we’re so happy to have been a part of your Chanel journey. We can’t wait to welcome you back for your next treasure.
Thank you for recommending Luxury Promise
Always a great experience
Always a great experience! Top quality items as always! Thank you Sabrina and team!
24 June 2025
Reply from Luxury Promise
Thank you so much for your continued support! We're so happy to hear that every experience has been a great one and that you're loving the quality of our pieces.
We can’t wait to help you find your next special item.
Best regards,
Luxury Promise Team
You make your clients feel that they…
You make your clients feel that they are the only ones. Excellent service, fastest shipping. And what keeps me coming back is that if something doesn’t work you go out of your way to rectify it. A much better experience than the one I had at Hermes in Paris last week.
24 June 2025
Reply from Luxury Promise
Thank you so much for this amazing feedback! It means the world to us to know that you feel valued and looked after. That’s exactly what we strive for with every client. We’re pleased you appreciate our service and speedy shipping, and we’re always here to make sure everything is right for you. We can’t wait to welcome you back again soon!
Warm wishes,
Luxury Promise Team
Reply from Luxury Promise
Thank you so much! We're glad you had a great experience with your jewelry purchase. Enjoy your new piece, and we hope to see you again soon!
Best regards,
Luxury Promise Team
Reply from Luxury Promise
Thank you! We're so glad you love your purchase. Hope to see you again soon!
Warm regards,
Luxury Promise Team
Luxury promise not only sell products…
Luxury promise not only sell products but they provide education and bring leading people in the market to discuss the items and provide opportunities for their clients. Including customs and duties is a massive bonus and I haven't come across anyone else in the market like them.
26 May 2025
Reply from Luxury Promise
Thank you for your thoughtful review! We’re so glad you value not just our products but also the education and insights we strive to provide through industry experts.
Including customs and duties upfront is something we’re proud of - it helps make the buying experience smoother and more transparent.
We appreciate your support and look forward to continuing to offer unique opportunities and trusted luxury experiences!
Warm regards,
Luxury Promise Team
Great experience
Hello , I bought a vintage Chanel handbag in Caviar from samia and Lema’s live show, the bag arrived 3 days later , it was in excellent condition, I am so happy with my purchase ,furthermore they sent a Luxury promise authenticity card with the bag , the bag was packaged exceptionally well , the live shows are a great way to get a good deal and ask questions before you buy , Thanks LP and thankyou to the LP community for being so supportive to one another xx
30 May 2025
Unprompted review
Reply from Luxury Promise
Thank you so much for sharing your great experience! We’re thrilled to hear you love your vintage Chanel handbag and that it arrived quickly and in excellent condition.
Our team works hard to ensure every item is carefully packaged and authenticated, so it means a lot to know you appreciated that.
We’re glad you enjoy the live shows as a fun and informative way to shop, and we’re proud of the supportive community we’ve built together. Thanks again for being part of the Luxury Promise family!
Warmly,
The Luxury Promise Team
Disappointed Again — Poor Communication and Delays
I genuinely wanted to give Luxury Promise another chance, but unfortunately, it’s been one disappointment after another.
On 24 April 2025, I purchased a pair of peridots to be set as stud earrings in 18ct yellow gold. I paid for the setting during the live show to help move things along more smoothly. However, I have yet to receive the finished earrings.
I initially corresponded with Daria via email, and we agreed on the gold colour and setting. A few weeks later, I followed up during another live show and was advised to email her new assistant, Geraldine. I did so, but unfortunately, it took some time to receive a response. Geraldine later replied, explaining she’d been off sick, and then unexpectedly quoted me £300 for the setting — despite the fact I had already paid £330 during the live show. This information is clearly listed in my order summary, so it was frustrating that it wasn’t checked before contacting me.
To make matters worse, it now appears I may have been overcharged, as the jeweller’s setting was only quoted at £300. The result? More confusion and more delays.
Overall, the customer service has been extremely disappointing — slow, inconsistent, and careless with the details. I expected better.
24 April 2025
Unprompted review
Reply from Luxury Promise
Thank you for sharing your concerns with us, and we sincerely apologise for the frustration and delays you've experienced. We understand how disappointing this must be, especially when you were expecting a smooth process. Your feedback highlights areas where we need to improve, particularly around communication and order accuracy.
Thank you again for bringing this to our attention and for giving us another chance. We’re committed to restoring your confidence in Luxury Promise.
Warm regards,
Luxury Promise Team
Shady
I purchased a bag and 24hrs later I asked them to cancel it. After a few days they responded (bag wasn't shipped) and said since I purchased during a live show I couldn't return it and that it was being shipped from Japan (I am in the US). I have no idea about what they are talking about regarding live show. I was not watching a show. I clicked on the bag and purchased it. No notification saying it was a live show purchase. They also charged me twice on Paypal for two different amounts. I paid for my purchase with a credit card, so I have 3 charges from them for one bag. They also say they ship the bag "final mile" from the USA if you live in the states.
22 May 2025
Unprompted review
Reply from Luxury Promise
Thank you for bringing this to our attention. Our sales associate for your region informed us that the bag was purchased during a live show, as the stock is held at a secret location in Japan and typically featured during these events. However, we understand it’s possible you happened to purchase around the same time as a live show, which may have caused some confusion.
We’ve thoroughly checked our records and can confirm that we only have one charge related to your transaction in our system. If you’re seeing additional charges, we recommend following up directly with PayPal and your bank to investigate those further.
We appreciate your patience and are here to help if you have any other questions or concerns.
Warm regards,
Luxury Promise Team
Item was not as described and no response from LP in over a week!!!
I purchased a handbag, and it turned out to be not as described or depicted in the listing online. The handbag was personalized, and that was not shown in the photos or noted in the text description. I emailed them to request a return. It's been over a week with no response. Unacceptable! If I could give zero or negative stars I would, but I had to pick at least 1 star.
Update: It is now July 13. A shipping label was finally provided back in May, and the return was picked up on May 16. However, there was missing information, and because email response was too slow, DHL is now charging a storage fee. Last email of June 10 from DHL had no response, and I must re-open a dispute on my card because no refund has been issued.
26 April 2025
Unprompted review
Reply from Luxury Promise
Thank you for your feedback, and we’re truly sorry for the inconvenience caused.
We’ve been liaising with you regarding this matter and remain committed to fully resolving it for you. We were awaiting a return label from our operations team in Dubai to facilitate the return at no cost to you, and this has now been sent over.
Additionally, we’ve shared your feedback with the relevant team, and your item is scheduled to be reshot to ensure accurate representation on our platform once it arrives back at our Dubai hub.
We sincerely regret the oversight in the original photography and listing, and we understand your frustration. While the experience hasn't been ideal, we appreciate your patience as we work to correct this.
Now that the matter is being resolved, we would greatly appreciate it if you could consider updating your review. Your feedback helps us improve and better serve our community.
Warm regards,
Luxury Promise Team
Not sure about 5*
Not sure how this company gets its 5* reviews! Terrible customer service. I contacted the company via WhatsApp to ask about a bag I was interested in and I immediately received an automated message about getting back to me within 24 hours; that was 3 days ago, still waiting. I ended up ringing the London store the day after I left the WhatsApp message and again, got an automated message saying they (she) was on another call 🙄 and to leave a message so I did that’s almost a day and a half ago, still waiting!! Useless. It seems to me that they’re only interested in dealing with customers in person. I’ve bought the same bag elsewhere now. Wouldn’t touch them with a barge pole. Remember, this is my opinion and my experience and others may have had wonderful experiences but for me, first impressions count.
30 April 2025
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to share your experience, and we’re very sorry to hear about the frustration caused.
We’ve thoroughly checked our WhatsApp system but haven’t been able to locate an inquiry under your name. It’s possible the message didn’t come through correctly, so we kindly ask that you resend your inquiry to our WhatsApp number or, alternatively, to our email at customercare@luxurypromise.com, and we’ll be sure to assist you promptly.
Please note that our team operates Monday to Friday, so we aren’t available over the weekend. Due to the high volume of incoming calls, it’s not uncommon for calls to overlap -leaving a voicemail helps ensure we can return your call as soon as possible.
If you left a voicemail on the 3rd of May, our records indicate that we did attempt to reach out to you on the 4th via WhatsApp for more information about the item you were interested in. Unfortunately, we have not yet received a response.
We’re sorry to have missed the opportunity to assist you this time, but we’d still love to help should you consider shopping with us in the future.
Warm regards,
Luxury Promise Team
I purchased a Birkin bag from them
I purchased a Birkin bag from them. They promise to give me the box and the raincoat. After paying for a bag, I expected I would collect everything, but once I reached, they gave me excuses that the box was shipped from Japan, and once it's in Dubai, they will call me. I followed up so many times; they just ignored my messages (I texted to 3 Different people)
After one month, I decided to follow up again; the lady who sold me the bag finally replied, saying that the box and raincoat were never shipped from Japan, and she would try sending them from London. And of course nothing happened; no one texted me back. I just feel that they are not taking their clients seriously after they take money from them.
18 March 2025
Unprompted review
Reply from Luxury Promise
Thank you for your patience, and I truly apologise for the frustration caused by the delay and lack of clear communication.
I've liaised directly with the relevant sales associate and can confirm that we’ve had to source the box and raincoat again. The original ones we located in Japan at the time of sale did not meet our quality standards, and as such, were not shipped. We understand how important these items are to you and regret that this wasn’t communicated sooner.
Please also bear in mind that your Birkin was sold without the box and raincoat included, but we are still doing our best to source these for you as a courtesy - especially considering how rare raincoats have become on the resale market.
I’m personally in touch with our Dubai team now to confirm the current status and will ensure you’re updated as soon as I have more information.
Thank you again for your understanding, and I’m here if you have any further questions in the meantime.
Best regards,
Luxury Promise Team
Poor customer service
They are very good until you have to contact customer service and then they are SHOCKING! They obviously invest in the wrong areas of the business.
25 April 2025
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to leave a review.
We’re not entirely sure what this may be in reference to given the limited information available, however we did receive a recent inquiry from someone with a similar name, and can confirm that all messages have been responded to.
If this is regarding something else, or there’s anything further I can assist you with, please don’t hesitate to let me know - I’ll be happy to help.
Warm regards,
Luxury Promise Support
Five Star Service and Product from LP
The team at Luxury Promise is always a pleasure to interact with. They preach transparency around the items they sell, and deliver. The bags I have bought are exactly as described and as pictured on the website or in the live shows. I like that you have the opportunity to request to see certain items during the live shows that may not be in the show's queue. I would and have highly recommended them to others, and would purchase from them again in the future.
25 March 2025
Reply from Luxury Promise
Thank you so much for your wonderful review! We’re absolutely delighted to hear that you’ve had such a great experience with us. Transparency and trust are at the heart of everything we do, so it means a lot to know that this has resonated with you.
Your recommendation is the highest compliment, and we’re truly grateful for your continued support.
We can’t wait to welcome you back again soon!
Warm regards,
Luxury Promise Team
LP lost my item without telling me
I am long term customer of this platform, however the service is becoming low quality while the prices are rising. They cancel orders without a word of an apology, they lost a shipment from Japan and failed to tell me until I contacted them myself (after a month had passed from the time of purchase). Hope from customer services is lovely and quick to reply, but I expect to know when an item that I have paid for has been lost without having to chase it up myself. Overall, I am finding myself searching for alternative platforms to shop.
7 April 2025
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to share your feedback, and I’m truly sorry to hear about your recent experience. Occasionally issues do occur during transit,
Occasionally, unforeseen issues do occur during transit, and while we do our best to mitigate these, we acknowledge that communication in this instance fell short. As a gesture of our apology, a voucher has been sent to you, and I hope it goes some way in making up for the experience.
Please also rest assured that your feedback has been shared with our wider team so we can continue to improve our service moving forward.
Thank you again for your continued support.
Best regards,
Hope
You want the best Quality? Shop Luxury Promise
Luxury Promise is my favorite online shopping store! The quality of there items are impeccable! All of the host are outstanding and friendly. I love, love Sabrina and Samia!! Sabrina is so funny!! Samia is so sweet, helpful and kind. I have purchased from Sabrina and Samia the most. If you want high quality luxury items it gets no better than Luxury Promise!
25 March 2025
Reply from Luxury Promise
Thank you so much for this wonderful review! We're absolutely thrilled to be your go-to shopping destination and to hear how much you love the quality of our items.
Looking forward to helping you find your next luxury gem!
Warmest wishes,
Luxury Promise Team
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