How long does it take for my order to be shipped?

All orders are shipped within 48 hours of receipt. Should there be any minor delays, you will be informed by email.

Can I cancel my order?

Unfortunately, it is not possible to cancel an order that has already been placed at this time. If you change your mind, you can of course send the goods back to us.

What payment methods do you accept?

We accept a variety of payment methods, including credit card payment (Visa, MasterCard, American Express), PayPal, purchase on account, direct debit, instant transfer, Apple Pay, Google Pay and Union Pay. Simply select the option that suits you best during the checkout process.

Is it possible to reserve an item?

Unfortunately, reservations are not possible as all items are unique. We ask for your understanding.

Can I exchange my item?

Most of the designer items in our shop are carefully selected unique pieces. Therefore, we are unfortunately unable to offer an exchange for another item.

What do I do if my order arrives damaged?

We sincerely apologize for any inconvenience caused. Please contact our customer service immediately and we will resolve the issue as quickly as possible by offering a refund, replacement or other reasonable solution.

How much are the shipping costs?

Shipping costs vary depending on the delivery destination and the total weight of your order. The exact shipping costs will be displayed during the order process before you complete your payment.

For orders over 300€ we deliver free of charge within Germany.

Will my order be shipped insured?

All items are shipped insured via DHL or UPS. After shipping, you will also receive a tracking number via email that you can use to track the status of your package.

Items valued over €500 will be shipped as a premium package with additional transport insurance.

Which countries do you deliver to?

We offer worldwide shipping. Regardless of your location, you can order our products and we will deliver them directly to your home.

How long does it take for my order to be delivered?

Delivery time depends on your location and the shipping options you select during the checkout process. Typically, delivery time is between 3 and 14 business days, depending on product availability and the shipping method you choose.

Can I track the delivery status of my order?

Yes, once your order has been shipped, you will receive a shipping confirmation email containing a tracking link. You can use this link to track the delivery status of your order.

What happens if I am not at home at the time of delivery?

All our shipments require a personal signature. If you are not at home at the time of delivery, a notice will usually be left and you can collect your parcel from the local post office or courier service or arrange a re-delivery attempt.

Are additional duties or taxes charged for orders outside the EU?

Yes, orders outside the EU may be subject to additional duties, taxes and fees imposed by the destination country. These costs are beyond our control and are determined by customs or local authorities in your country. Please note that you, as the customer, are responsible for paying these additional costs. We recommend that you check your country's customs and import regulations before ordering to avoid unexpected costs.

Can I return my order?

We accept returns within 14 days of dispatching your order. Please note that certain items may be excluded from our return policy. Check our return policy for more information.

What are the return conditions?

The item must be unused and undamaged and returned in its original packaging. The security tag must not be removed or damaged. We reserve the right to refuse returns that do not meet our conditions.

What is a security tag?

We attach a security tag to each of our items that can only be removed with scissors. It does not damage the item and is easy to remove, but it cannot be reattached. If you wish to return your item for any reason, this tag must not be cut or damaged.

How much are the return costs?

The return costs vary depending on the country and the reason for the return. Please contact our customer service for further information on return costs. As you can see from our terms and conditions, the buyer bears all return costs. Items with a value of more than €500 can only be returned to us with higher insurance.

How do I return my order?

To make a return, please contact our customer service at returns@retrogems.de to submit a return request. Once your request is approved, you will receive detailed instructions on the return process.

What happens if the returned item is damaged or worn?

We reserve the right to refuse returns that are damaged, worn or not in their original condition. In such cases, the item will be returned at the customer's expense and no refund will be issued.

When will I receive my refund after a return?

After we receive and inspect the returned item, we will process the refund within 14 days. The refund will be made to the original payment method used for the purchase. Duties and taxes already paid will not be refunded.

Do you guarantee the authenticity of the items?

Yes, we unconditionally guarantee the authenticity of all our items. We only source our designer pieces from authorized dealers and trustworthy sources. In addition, all items are thoroughly checked for authenticity by our experts in a multi-stage authentication process before they are offered for sale in our shop. If there is even the slightest doubt about the authenticity or origin of the item, we will reject it.

What happens if I have doubts about the authenticity of an item?

If you have any doubts about the authenticity of an item, you can always contact our customer service. Our team is ready to clarify your concerns and provide further information about the authenticity of the item in question. If your doubts still persist, you can of course send the item back to us within the return period.

Are all items worn or do you also offer new items?

With us you will find a diverse selection of vintage and unique designer pieces from second hand. Some items are still unworn, while others show slight signs of wear. For more detailed information on the condition of an individual item, please refer to the comprehensive descriptions and the professional item images on the individual product pages.

Do you accept returns if an item does not meet expected quality or authenticity standards?

Yes, we accept returns for items that do not meet our quality or authenticity standards. Please contact our customer service to submit a return request and receive further instructions.

Do you also buy used designer items?

Yes, we also buy items from certain designer brands immediately, provided they meet our quality and authenticity standards. Please contact our customer service at ankauf@retrogems.de for further information and to arrange a purchase.

Which designer brands do you accept for purchase?

We accept items from the following brands: Louis Vuitton, Chanel, Hermes, Celine, Prada, Gucci and Fendi.

How does the purchasing process work?

To offer an item for purchase, please contact our customer service team and send us detailed information and pictures of the item's condition. Our team will inspect the item and make you an offer. If the offer is accepted, you can send the item to us for final inspection and we will initiate the transaction.

Which items do you accept for sale on a commission basis?

We accept a variety of designer items for sale on consignment, including bags, purses, jewelry, luggage, accessories and certain items of clothing or shoes. Please contact our customer service team for more information.

How does commission selling work?

To sell an item on a commission basis, please contact our customer service and send us detailed information and pictures of the item. Our team of experts will inspect the item and work with you to determine an appropriate selling price. Once the item is approved, it will be offered in our shop. If the sale is successful, you will receive a pre-contractually agreed percentage of the sales price as commission.

How long does it take for an item to sell on consignment?

The time it takes for an item to sell on consignment may vary and depends on a number of factors, including demand for the item and the season. We will update you regularly on the status of your items and will endeavour to achieve the best possible price for your item.

What are the benefits of selling my designer items on a commission basis?

Selling on a commission basis gives you the opportunity to offer your designer items in our shop without having to pay any upfront costs. We take care of professional product photos, detailed descriptions, listing in our shop as well as packaging and shipping. You also get access to a wide audience of fashion enthusiasts and potential buyers who regularly visit our shop.

How is the selling price for my consignment item determined?

The selling price for your item will be determined in consultation with our team and is based on several factors, including the condition of the item, market demand and the current market value of comparable items.

Do you offer gift vouchers?

Yes, we offer gift vouchers that give recipients the opportunity to select and purchase products from our range.

How can I purchase a gift voucher?

You can easily purchase a gift voucher through our website. To do so, go to the "Gift Vouchers" page and follow the instructions to select the desired amount and personalize the voucher.

How do I get the gift voucher?

After you purchase the gift card, it will typically be emailed to you or sent directly to the recipient you specify. The card will include instructions on how to redeem it during the checkout process on our website.

Is there a validity period for the gift vouchers?

Yes, our gift vouchers have a legal validity period of 3 years, which is stated on the voucher itself. Please note the expiry date and use the voucher in time to ensure that it does not expire.

Can I return or exchange a gift voucher?

Gift cards are generally non-refundable and cannot be redeemed for cash. Please check the gift card terms and conditions for more information on returns or exchanges.

Do you offer a newsletter?

Yes, we offer a newsletter to keep our customers updated about new products, special offers, discounts and other relevant information.

How can I subscribe to the newsletter?

Signing up for our newsletter is easy! Scroll to the bottom of the homepage and you will find the corresponding sign-up box. Simply enter your email address and click "Sign up".

Can I unsubscribe from the newsletter at any time?

Yes, you can unsubscribe from the newsletter at any time by clicking on the unsubscribe link at the end of each newsletter. Alternatively, you can contact our customer service to process your unsubscribe.

Will my data be treated confidentially if I sign up for the newsletter?

Yes, we respect your privacy and treat your data confidentially. We use your email address solely to send the newsletter and do not pass your data on to third parties. You can find further information in our privacy policy.