CUSTOMER INFORMATION
Frequently asked questions
Information about our watches and bags, delivery, returns, and showroom.
Are your watches pre-owned?
Yes. Luxhaven specialises in pre-owned watches. Some may be described as unworn; this refers to wear condition and does not mean Luxhaven is an authorised dealer selling new manufacturer stock. Read the individual listing for its precise condition.
Does every watch come with its box and papers?
No. Box and papers are stated separately for each watch. Some watches are supplied with both, and others without. The product details show what is included.
What details are included for bags?
Bag listings show the size, leather or material, colour, hardware, condition and supplied accessories. Availability varies; browse bags or contact us about a particular Hermès model.
Can I see more photos or visit before purchasing?
Yes. Use the WhatsApp button on the item you’re considering or contact our team to ask for a closer look and arrange a visit to Unit 2219, Gold & Diamond Park, Dubai.
Are you an authorised dealer?
Luxhaven Trading L.L.C is an independent reseller. We are not affiliated with, endorsed by, or authorised by the manufacturers whose products we sell.
How does payment upon collection work?
Place your order online with your contact and billing details. Your confirmed order holds the items for 48 hours, with payment due in full at our Dubai showroom. Collection is free and by appointment. Your confirmation shows the deadline; contact our team to agree a time before visiting. Read our collection information.
Can I return an item?
We do not offer change-of-mind returns. This does not restrict your rights if an item is defective, incorrect, not as described, or not authentic. See our returns and refunds policy for how to report an issue.
Can I buy through WhatsApp?
WhatsApp connects you directly to our team for questions about a specific watch or bag and purchase assistance. You can place an order on our website and pay when collecting it from the showroom. Never send card details in a WhatsApp message.