FAQ

At BRAND TOKYO, we understand the importance of trust. Shopping for pre-owned luxury items isn't easy. The reselling industry is plagued by sellers of counterfeit luxury handbags, so it is essential that our experts are skilled in the art of authentication.

Our experts have been thoroughly educated in detecting "fakes".

We stand by our authenticators and the authenticity of each item we sell and we offer a lifetime return policy should any item we sell prove to be non-authentic.

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

Orders are usually dispatched within 3 business days of payment of the order

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

After your order has been submitted, an order confirmation email is automatically sent which will contain a copy of your order. We suggest you retain a copy of this email for future reference.

After your order has shipped, a shipping notification email with the carrier’s tracking information will be sent. You can track your shipment on-line by clicking on the tracking number link in the shipping notification email. This will take you to the carrier’s website where you can track the progress of your shipment.

Yes, all domestic packages are shipped via FedEx and signature confirmation is required. If you have a concern as to whether someone will be at the delivery location when your package arrives, we suggest you ship to an address where someone will be available to sign the package.

If you have not received your order within 15 business days from the day it was shipped, please contact customercare@brand-tokyo.com. If the claim is not filed within 18 business days, the carrier will assume no responsibility and a refund cannot be processed.