FAQ
Any questions?
Find answers to the most common questions about our platform, shipping, returns, and integrations.
Getting Started
How do I register?
In order to see the full catalog, please register on our B2B platform. Registration is subject to approval. Our user-friendly B2B website offers no minimum order quantity, real-time availability, and integrated UPS/DHL shipping. Ideal for stylists and personal shoppers, offline stores, or social media shops. Cost: €99 per month.
How long will it take for my account to be active?
Accounts are generally activated within 24 hours of signing up.
I have problems with my credentials. What should I do?
Please send us your username, and we will reset your password.
Is it possible to have a free trial before paying for the subscription?
Unfortunately, we do not provide any free trial.
Can I see the catalog and prices before purchasing the subscription?
Yes, you can view the catalog but without entering into the product detail pages.
Orders & Payments
What is the payment process?
You can pay using credit card. For bigger orders where the customer asks for a quotation, we can accept PayPal or bank transfer, provided the client covers the fees required by the payment provider.
How do I save my card for future order payments?
Make your first payment manually using the payment link and tick the save card details checkbox on the payment page. For future orders, you can continue opening each payment link and pay manually using your saved card. Saving a card does not activate auto-charge.
How do I activate auto-charge for my orders?
After saving your card through your first manual payment, email our team with your written consent and request auto-charge activation. We will activate it in our internal system. Once enabled, orders are paid automatically using your saved card when they are synced. Auto-charge is optional: you can instead keep paying each order manually through its payment link. Automatic payments cannot complete when your card requires 3D Secure (3DS) authentication; in that case, use the payment link to authenticate and pay manually.
Who stores my saved card details?
Stripe, our payment services provider, securely stores and encrypts your card details. Luxury Distribution's servers do not store your card details. Contact our team if you need help saving a card or activating auto-charge.
Can I cancel or modify an order after placing it?
Modifying an existing order is unfortunately not possible, unless it is modifying the final address — which could be possible if communicated immediately and within less than 24 hours. Cancellations are possible only if the item has not been dispatched. If it has been dispatched, a processing fee will be deducted.
Does the price on the platform contain VAT?
All prices exclude VAT. Businesses registered with a valid EU VAT number pay no Tax Recovery Charge on orders destined inside the European Union. Without a valid EU VAT registration, 22% Italian VAT is added automatically to orders destined inside the European Union.
Is it possible to order in bulk?
Yes, it is possible through our B2B platform.
Can I order and keep stock in my shop?
Yes, we can ship bulk orders for stores.
As transaction volume increases, could we discuss potential discounts?
At the moment we only offer the prices on our platform. However, provided there is big volume of orders, we can review and offer more discounts.
Shipping & Tracking
What is the turnaround time for processing and shipping orders?
1–3 working days for dispatch, then DHL standard express times depending on the destination country.
Can you provide tracking information?
The tracking information is automatically sent to the dropshipper once the products are shipped.
What does the package contain apart from the product?
Just the product and its packaging as given by the manufacturer to the supplier. Some brands include a dust bag, box, or transparent bag — it depends on the brand's policy and packaging.
Are you able to personalize the packaging?
At the moment we do not offer or accept personalization of the packages.
Are orders from multiple distributors shipped together?
If an order is from multiple distributors, items from each will be shipped individually. We will not group shipments together, but we will send the client both tracking numbers.
Returns & Refunds
How do I request a return from my account?
1. Within 14 days of delivery, open the relevant order and select Create return. This option appears on eligible shipped orders. 2. Select the items and quantities you want to return. For a single eligible item, it is selected for you. Choose a reason and add a note if needed; include photos if the item is damaged. 3. Choose a company-provided return label or use your own, then select Continue. Items from different shipments are handled as separate return shipments. 4. Review the shipment summary. If you use your own label, provide a carrier, tracking number and return-label PDF for each shipment. With a company-provided label, no upload is needed; we provide a label after approval. 5. Select Submit return request. You can follow its status and download an available label from the return details. Return costs and your refund are confirmed after inspection, not when you submit the request.
How do you handle returns and refunds?
You have 14 days from the date of delivery to start a return. Send us full order details, reason for the return, and state of the item. We will send you a DHL Express return label. Upon receiving and checking the item, we will issue the refund. If the mistake is on our side, we cover shipping charges; otherwise, return shipping will be deducted from the refund total.
How long should I wait for the refund?
Depending on your service provider, refunds take 1–7 days to process.
What is the return address?
Since we have more than one logistical warehouse, the return address depends on where the item was shipped from. The return address and waybill are supplied after the return request is made.
Products & Brands
Is a certain brand available in your catalog?
We have 600+ brands available in our catalog. You can see the full list in the Brands section on our B2B Live Catalog.
Why is a particular brand not available?
Not all luxury brands want to be present in our catalog. Sometimes brands opt out of selling on our platform.
Can I use the images from your catalog on my site?
Yes, we give our clients authorization to use the catalog images.
Do you provide marketing materials?
At the moment we only provide still-life product photos. In the future we plan to provide more photography and videography for marketing purposes.
Are the items sent directly from the manufacturer?
Items are always shipped from our logistical warehouses. They come from brands or distributors directly.
Is there documentation proving the authenticity of your brands?
We can provide a sanitized invoice for bulk orders (not for dropshipping). All our products are shipped from Italy, subject to 14-day returns, and we guarantee 100% authenticity.
Integrations & Licensing
Do I need a license to sell your products via dropshipping?
You do not usually need a license to resell on your own site. However, certain marketplaces may require one, which is why we advise using your own channel to sell our catalog.
Can you offer a license to resell a particular brand?
We are authorized to sell these brands from our suppliers. We cannot offer a resale license, but we can provide a letter of authorization from Luxury Distribution. If further proof is needed, you can put us in touch with the requesting company.
Do you offer a WooCommerce plugin?
Currently we are offering only Shopify integration.
Do you provide an API?
Yes, we offer API integration for large marketplaces with more than 100k active users. A capable dedicated technical team at the partner's company is required for the integration.
Do you provide an FTA for the Korean market?
At the moment many products do not have FTA information, so we cannot guarantee this for clients in Korea.