Frequently Asked Questions

Are all products 100% authentic?

Yes, absolutely. Every piece curated by Vierlot undergoes our standardized multi-layer authentication protocol, in official enterprise partnership with LegitApp and micro-optical inspection powered by Entrupy. Every retail order includes a serialized physical LegitApp authenticity certificate as standard. Furthermore, all creations are permanently backed by our Sovereign Lifetime Authenticity Guarantee—if verified counterfeit by any accredited international authority, we provide an immediate 100% full refund and cover all appraisal and return shipping costs. Learn more on our Authentication page.

Does every item come with security tags and authentication certificates?

Yes. Physical anti-counterfeit tags and official digital authentication certificates are provided for all items as standard configuration.

What is the difference between LegitApp and Entrupy certificates? How to get the Entrupy certificate?

Physical LegitApp certificate is included for every order by default. If you need an additional Entrupy digital certificate, please submit your request when you confirm shipment.

How long is the authentication certificate valid?

The official authentication certificates are permanently valid for the corresponding pre-owned luxury items, subject to official announcements from LegitApp and Entrupy.

Will maintenance affect authenticity appraisal or certificates?

No. Complimentary maintenance will not change the inherent attributes of items, nor affect the authenticity result and the validity of official certificates.

Are the products brand new?

We mainly sell pre-owned luxury goods, and most items are unique one-of-a-kind products. All item conditions are described truthfully, and all pictures are real shots without retouching. Slight usage traces are normal for second-hand items.

Can I get detailed photos or videos before confirming shipment?

We will actively send you detailed real photos and videos of the item first. The shipment process will only start after you reply to confirm. If you need further detailed materials, you can contact customer service again at any time.

What if the item received has a serious undisclosed flaw?

In the exceptionally rare event that your item exhibits a severe physical defect or functional failure not disclosed in your pre-shipment approval dossier, please contact our concierge within 48 hours of carrier delivery. As long as our serialized security seal remains 100% intact and continuous unboxing video proof is provided, we will provide an equitable resolution under our Sales Policy.

What services are included in complimentary basic maintenance?

We provide categorized basic care for bags, watches and jewelry. We will never alter metal hardware, engravings or brand logos during maintenance. For the full list of included and excluded services, please check the dedicated Luxury Care Service page.

Do you offer free worldwide shipping?

Yes. Free global shipping is available for all retail orders with no minimum order requirement. No hidden fees will be charged.

Do buyers need to pay customs duties and clearance fees?

We provide one-stop full customs clearance service and cover all import duties and clearance fees (DDP). Buyers only need to bear personal taxes or local administrative fees unrelated to customs clearance.

Is there any extra charge for delivery to remote areas?

No extra surcharges for any remote areas. Free worldwide shipping covers all regions. Please note that delivery will be slightly delayed for remote islands or inaccessible locations.

Can I request expedited shipping or select a specific logistics carrier?

We do not provide expedited shipping service, nor support selecting designated logistics carriers. All orders follow standard logistics procedures to ensure compliance and transportation safety.

What is the general shipment process?

Within 24–48 hours of placing your order, we send real macro photos and a short video to your WhatsApp/email for your review. Once you confirm shipment, we complete mandatory serialized tagging, optional maintenance, and official certificate issuance within 24–72 hours (complimentary maintenance adds 1–3 business days), then arrange formal tax declaration, export customs clearance, and global express dispatch. For complete guidelines, please visit our Your Final Approval Before Shipping page.

How long will it take to receive the parcel?

Following export dispatch, all orders are shipped via insured global express couriers (FedEx / DHL / UPS) with fully prepaid import duties (DDP). Estimated transit times:

• North America: 6–9 business days
• Europe & UK: 6–9 business days
• Australia & Asia-Pacific: 5–8 business days
• Other Global Regions: 7–12 business days

The period will be extended by 1–3 business days if you request complimentary maintenance. Business days exclude weekends and international public holidays. Delivery may occasionally be delayed by customs inspections, adverse weather, or force majeure beyond our control. Remote island areas may experience slight transit adjustments.

Do I need to sign for the parcel upon delivery?

Yes. Due to the high value of pre-owned luxury creations and strict anti-fraud standards, all shipments require a direct recipient signature upon delivery. Couriers will not leave parcels unattended at doorsteps. Please ensure the recipient is available at the provided delivery address to sign for the parcel.

Is shipping insurance provided for parcels?

Yes. All parcels are automatically covered by free full shipping insurance for loss and physical damage during transit. The insurance does not cover post-delivery damage or losses caused by the buyer.

How to apply for an insurance claim if the parcel is lost or damaged?

If a parcel is officially confirmed lost in transit, we will immediately initiate the full claim and refund procedure. If your parcel arrives with severe external structural damage or contents compromised, please contact customer service via WhatsApp or registered email within 48 hours of carrier delivery, providing photos of the damaged outer container, legible shipping label, and a continuous unboxing video. Claims submitted after 48 hours cannot be processed under carrier insurance terms.

What kind of packaging do you use?

We use confidential private packaging with no brand logos or declared value marked on the outer package. Anti-collision and moisture-proof materials are used to protect goods and privacy.

How to track logistics information?

We will send the tracking number to your registered email once the parcel is dispatched. You can check the progress via the official logistics system at any time.

What to do if logistics is stagnant or delayed?

Please contact our customer service in time, and we will communicate with logistics providers to solve the problem.

What if customs inspection requires supplementary documents?

Please get in touch with our customer service promptly. We will guide you to cooperate with customs formalities.

What if the recipient information is filled incorrectly?

Please double-check your information. Any clearance failure, detention or return caused by wrong information shall be the buyer’s responsibility, and all related costs will be borne by the buyer. If the parcel is returned due to incorrect details, the buyer shall also pay for the re-delivery fee.

Can I refuse or abandon the parcel after arrival?

Unreasonable rejection or abandonment is not accepted. All freight, customs and storage fees incurred will be paid by the buyer.

Are contraband items allowed inside the parcel?

No. Do not place any contraband or unauthorized extra items in the parcel. All penalties and liabilities arising from contraband will be borne solely by the buyer.

How many days do I have to confirm shipment?

You have 7 calendar days to confirm shipment. The order will be cancelled automatically and fully refunded if no confirmation within the time limit. You can cancel the order freely before confirmation.

After I cancel the order before confirmation, when will the refund arrive?

Full refund will be returned to your original payment method within 1-3 working days. The actual arrival time depends on your payment provider or issuing bank.

If my order is auto-cancelled due to timeout, can I reserve the item?

The item will be relisted officially and cannot be reserved. You may place a new order if the product is still available.

Can I modify recipient information after confirming shipment?

Modification of recipient information is not supported after shipment confirmation. Please confirm all details carefully in advance.

Can I apply for additional services after the order is locked?

No. All additional services including complimentary maintenance and extra Entrupy authentication certificates cannot be applied for after the order is locked.

Can I combine multiple orders for one shipment?

Yes. Multiple orders from the same customer with the same delivery address can be combined for shipment. Please submit your request during the shipment confirmation stage. Combined parcels still enjoy free global shipping with no extra fees. Note: Orders with different delivery addresses cannot be combined, and combined shipments will use a single tracking number.

Is return or exchange available after confirming shipment?

All sales are final once shipment is confirmed. Due to cross-border export logistics and the unique attributes of pre-owned luxury items, returns and exchanges due to subjective personal preferences are not supported. However, your acquisition remains fully protected under our Lifetime Authenticity Guarantee and material condition discrepancy protections in our Sales Policy, provided our serialized security seal remains intact.

Can I exercise the statutory right of withdrawal after order confirmation?

No. Per regulations for pre-owned luxury goods, the right of withdrawal does not apply once you confirm the order.

When can I apply for free basic maintenance?

You can only submit the maintenance request when you confirm shipment via WhatsApp or email. No supplementary application will be accepted after the order is locked.

What payment methods are supported?

We support PayPal, Visa, Mastercard and American Express. All transactions are encrypted and protected.

What contact channels can I use for consultation?

For order consultation, service application and problem solving, please contact us via WhatsApp or registered email (service@vierlot.com).

Can I cancel the requested maintenance service?

You can cancel the maintenance request before the maintenance work starts. Once the maintenance procedure begins, cancellation is no longer available.

Do you support bulk wholesale business?

Yes. We are a professional pre-owned luxury wholesale supplier, serving physical stores, cross-border sellers and live stream resellers worldwide. We have sufficient stock, complete categories and competitive prices. Total minimum order quantity is 10 pieces, and all items can be mixed freely.

How to apply for wholesale cooperation?

Please click the button below to submit your inquiry. Our business team will contact you soon with MOQ, tiered prices and complete cooperation rules.