They are the best—genuine, reliable, and true to their word. You can trust them with complete confidence. I have dealt with many sellers over the years, but only a few have lived up to their pro... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’ve only just started watching and buying from LP since October but I’m so addicted now! Everything I have bought from them is top notch quality from the jewelry, purses, home goods, and ready to wea... See more
Company replied
Really happy with my recent purchase at LP. As usual they were fantastic. Samia from the London team helped me with pictures, sizing, condition etc. I had so many questions and she answered them all p... See more
Company replied
I discovered Luxury Promise from a friend and have so enjoyed learning more about gems, jewelry and investment pieces. I love that these are all quality items that can be resold again and again, rat... See more
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Company details
- Handbags Shop
- Bag Shop
- Bags and Luggage Store
- Costume Jewelry Shop
- Fashion Accessories Store
- Jewelry Store
Written by the company
We’re the world's first resale platform to evaluate, authenticate, sell and buy pre-loved luxury goods using the most advanced artificial intelligence technology. Each item is carefully authenticated and checked by our team of expert authenticators going through a triple quality control. Our aim and mission is to deliver our five-S rule. Safety, Security, Sustainability, Savings and Shopping.
Contact info
28 Cavendish Square, W1G 0PW, London, United Kingdom
- 07379 281741
- customercare@luxurypromise.com
- www.luxurypromise.com
4.1
Great
2K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
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Impeccable service
Impeccable service. They are one of the select few resellers that I trust with luxury goods.
25 March 2025
Reply from Luxury Promise
Thank you so much for your wonderful feedback! We truly appreciate you taking the time to share your experience. It means the world to us to know that you trust us with your luxury purchases, and we are delighted that our service met your expectations.
We look forward to assisting you again in the future! Please don’t hesitate to reach out if there’s anything we can do for you.
Best regards,
Luxury Promise Team
A+ from start to finish!
Since discovering LP, I've purchased many luxury items, and the experience was outstanding. The live shopping experience was fun, with friendly hosts, Grace, Vivian, Sabrina, Kristen, Jess, Lema, Trudi and others too- offering personalized recommendations based on my preferences. Customer service was top-notch, with quick and helpful responses. The checkout process was smooth, and delivery was prompt, with impeccable packaging that made unboxing feel special. The items were exactly as described, showcasing exceptional quality. Overall, it was a seamless, indulgent shopping experience—almost like shopping with girlfriends!
24 February 2025
Reply from Luxury Promise
Thank you so much for taking the time to share your positive experience with Luxury Promise! We’re absolutely thrilled to hear that you’ve enjoyed shopping with us and that our live shopping experience, hosts, and customer service have made such a great impression.
It’s wonderful to know that the LP team made your experience feel personalised and enjoyable— we strive to create a seamless and indulgent experience for our clients, and your feedback truly means the world to us.
We’re so grateful to have you as part of the Luxury Promise family, if there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know.
Thank you again for your kind words and support!
Warm regards,
Luxury Promise Team
Reply from Luxury Promise
Thank you so much for your kind words! We are thrilled to hear that you were pleased with our prompt response and the ease of the monthly payment breakdown.
We truly appreciate your feedback, and it motivates us to continue delivering great service. If you need any further assistance or have any questions, please don’t hesitate to reach out.
Looking forward to serving you again soon!
Best regards,
The Luxury Promise Team
wonderful people at LP
wonderful people at LP, I enjoy all the live shows. Items are all very good and staff are very informative, they know their brands very well. I love Sabrina and all her wonderful staff
24 February 2025
Reply from Luxury Promise
Thank you so much for taking the time to share your positive experience with Luxury Promise! We’re delighted to hear that you found our response prompt and that the Splitit monthly payment breakdown was easy and convenient for you.
Your kind words mean the world to us, and we’re so grateful to have you as part of the Luxury Promise family. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know.
Thank you again for your support and for being such a valued client!
Warm regards,
Luxury Promise Team
Shipping & Payment Option
This transaction was made via a social media platform. I wasn’t aware of a website or to read and discuss shipping times. I was not aware that the desired payment method of splitit hold time of full pending balance. In my opinion if you’re spending not just $1800 of whatever the amount of a purchase the company could improve shipping times. In my experience from purchasing internationally this was the longest wait time. Full disclosure of shipping times and payment method should be discussed not only via website but through all avenues of sales. Hope this was helpful to improve your business.
23 February 2025
Reply from Luxury Promise
Thank you for sharing your valuable feedback. I’d like to provide some clarification regarding your concerns.
Your order was placed on the 22nd of February and delivered by the 7th of March, which means it was delivered within 10 working days. As per our policy on the website, international shipments typically take 7-10 working days to be delivered.
Regarding the Splitit payment plan, I understand your concern about the full amount being held. Splitit temporarily holds the full amount as a pending transaction for a few days each month as you pay off the outstanding balance over 6 months. This is part of their assurance process to ensure that payment plans are successfully completed.
If you have any further questions or need additional assistance, please don’t hesitate to reach out.
Many thanks,
Luxury Promise
Luxury Promise remembers and delivers…
Luxury Promise remembers and delivers to its customers. Its service is unique and very responsive !
It’s products are authentic and pristine.
24 February 2025
Reply from Luxury Promise
Thank you so much for taking the time to share your positive experience with Luxury Promise! It’s great to know that you find our service unique, responsive, and memorable. We take great pride in delivering authentic and pristine products, and your recognition of this means the world to us.
We’re so grateful to have you as part of the Luxury Promise family. If there’s ever anything we can do to make your experience even better, please don’t hesitate to let us know.
Thank you again for your support and for being such a valued client!
Warm regards,
Luxury Promise Team
Disappointed customer
I have followed luxury promise for years now and up until about a year ago they were brilliant with communication, In the last year it has significantly become impossible to talk to anyone, when trying to message them on WhatsApp and waiting nearly 72 hour as described for a reply always turns into reality which is not been a active in 3 days, amd don’t answer the phone and then when messaged on instagram to ask to book a appointment, they not only see the message but then ignore you, it’s extremely arrogant and rude and quite frankly disrespectful to paying customers, it’s a shame because they have fabulous stock but impossible to see and get any information about seeing it in person really needs sorting out as it’s becoming worse.
1 March 2025
Unprompted review
Reply from Luxury Promise
Thank you for sharing your feedback with us. We are sorry to hear about your recent experience and understand your frustration. At Luxury Promise, we strive to provide excellent customer service, and it’s disheartening to hear that we haven’t met your expectations recently.
We’d be very interested to know which communication channels you’ve been using to reach out to us. We have checked our customer care WhatsApp and email, but we weren’t able to locate any messages under your name. Please feel free to reach out to us directly, and we’ll do our best to resolve any outstanding issues for you.
We have taken your feedback onboard, and have forwarded it to our team for further review. We truly value your loyalty and hope to provide a better experience moving forward.
Thank you again for your feedback, and please don’t hesitate to get in touch with us for any further assistance.
Best regards,
The Luxury Promise Team
Sabrina is an inspiration
Purchased a bag charm from an Instagram show. Received the invoice the next day and the item from Dubai to UK within a few days. Great service and packaging is wonderful. Sabrina is an inspiration and I really enjoy all her shows. To say she’s the owner & must be so busy she isn’t too busy to respond if you contact her. I bought my first Chanel last year which I’m so over the moon with. It might be a while before I pay it off though so I appreciate the variety of costings as I can’t participate in big purchases often. Having said that I have been a loyal customer for 5 years or more and trust LP items to always be authentic
Some other shoe hosts say to email them but don’t reply.
Hoping to see some more variety coming up.
27 January 2025
Reply from Luxury Promise
Thank you so much for your kind and thoughtful review! We are so pleased to hear about your positive experience purchasing the bag charm, and we’re thrilled that the item arrived promptly and in excellent condition. We also really appreciate your kind words about Sabrina and her shows.
We completely understand the need for flexibility in pricing, and we’re so happy to hear that our payment options have worked well for you.
We’re also excited to hear your interest in more variety, and we’ll make sure to keep that in mind for our future shows!
Thank you again for your continued support – we’re so grateful to have customers like you. Please don’t hesitate to reach out if there’s anything we can assist you with.
Best regards,
The Luxury Promise Team
Great merchandise and quick shipping
Great merchandise and quick shipping. Sabrina is wonderful and Isabelle very helpful and responsive with any concerns.
28 January 2025
Reply from Luxury Promise
Thank you so much for your kind feedback! We’re so happy to hear that you’re pleased with the merchandise and the shipping experience.
If you need anything else, please don’t hesitate to reach out. We’re here to help!
Best regards,
The Luxury Promise Team
Thank you all - especially Yen!
Yen, you made my daughter's absolute day by including the little shoe charm with the purses. Thank you so much. She is beyond excited especially because I talk about Singapore all the time. Lovely city! Thank you again! Kelly/Hellie
26 January 2025
Reply from Luxury Promise
Thank you so much for your kind words! We’re thrilled to hear that your daughter loved the little shoe charm.
We’re also glad to hear you enjoy Singapore! We truly appreciate your continued support, and we hope your daughter enjoys her new pieces.
If you ever need anything else, please don’t hesitate to reach out. We’re always here to help!
Best regards,
The Luxury Promise Team
Wonderful customer service
Wonderful customer service . Hope in particular. She is always on hand to answer my questions. Item is always as listed. Would definitely recommend.
27 January 2025
Reply from Luxury Promise
Thank you so much for your kind words! I'm thrilled to hear that you had a great experience with our customer service. It's always a pleasure to assist you, and I’m so glad you’re happy with your items.
Your support means a lot to us, and I look forward to helping you again in the future.
Best regards,
Hope
Luxury Promise Team
The best luxury reseller
I have been shopping with LP since they launched years ago… even before they had a proper HQ and I watched the company grow and expand. They are incredibly professional, the most trusted authenticators out there and the product offer is the best on the market! I don’t even know how many pieces I have bought to date! Highly recommend!!!
28 January 2025
Reply from Luxury Promise
Thank you so much for your wonderful review! We're incredibly grateful for your continued trust and support since the early days of Luxury Promise. It’s truly great to hear how much you appreciate our professionalism, authentication standards, and curated product offering.
We’re thrilled to have been part of your luxury journey and look forward to serving you for many more years to come.
If there’s anything you need, please don’t hesitate to reach out!
Best regards,
The Luxury Promise Team
Fantastic purchase
I purchased a gorgeous Chanel jacket and it arrived wonderfully packaged and super quickly.
26 January 2025
Reply from Luxury Promise
Thank you so much for your kind words! We're thrilled to hear that you loved your Chanel jacket and that it arrived quickly and beautifully packaged. We truly appreciate your support and are always here to assist with any future purchases.
If you need anything else, feel free to reach out!
Best regards,
The Luxury Promise Team
Excellent customer service. Trudi goes above and beyond to answer any questions. I highly recommend them.
I have bought numerous items from Luxury Promise
Always excellent.
28 January 2025
Reply from Luxury Promise
Thank you so much for your kind review!
We're delighted to hear that Trudi has gone above and beyond to assist you. Your continued trust and support mean the world to us. We truly appreciate your recommendation and look forward to serving you again soon!
Best regards,
The Luxury Promise Team
Love and enjoy buying from Luxury…
Love and enjoy buying from Luxury promise, The prices and quality are insane and the SA's are wonderful!! Very tasteful and overall wonderful pieces! So.. Luxury Promise delivers what they promise!!
26 January 2025
Reply from Luxury Promise
Thank you so much for your wonderful review! We're thrilled to hear that you love shopping with Luxury Promise and that you’re happy with both our prices and quality. We’re also so glad our team has provided you with excellent service. Your satisfaction means the world to us, and we can't wait to continue delivering what we promise!
Best regards,
The Luxury Promise Team
Usually love Luxury Promise but was…
Usually love Luxury Promise but was disappointed with this purchase. I feel they did not disclose that the strap was missing a badge, which they then wrote a note to say could be purchased from Dior which is not true as this is discontinued. All pictures did not show this one part of the strap and looking back on the live show recording the presented seem to purposely cover it up despite knowing my interest in the a similar bag that was in better condition she had said it was in the exact same condition that I felt I didn't need to ask to see every single part of the strap because I was already assured prior to the live show it was in excellent condition. I do feel it was done to just push the sale out so I feel my trust has been broken. Although I would not fault the London office and shows I have bought many items from. I would be more guarded with their international shows.
25 July 2024
Reply from Luxury Promise
Thank you for sharing your feedback with us. We’re truly sorry to hear that your recent experience didn’t meet your expectations. We apologise for the oversight regarding the missing badge on the strap and any confusion caused during the live show. Your trust is incredibly important to us, and we regret that this situation has affected your confidence in us.
Please do reach out to our customer care team at customercare@luxurypromise.com if you have any future concerns or issues with your orders, and we will do our best to assist you and ensure a better experience.
We appreciate your understanding and your continued support of Luxury Promise.
Best regards,
The Luxury Promise Team
Sent wrong item, no exchange
I ordered a piece of cartier jewellery from luxury promise. When it arrived it was not yellow gold as listed, but rose gold. How they can get this mixed up i have no clue, considering they claim to be fine jewellery experts. But when i asked for them to send an alternative one from their website (that did match the listing i ordered) they said no because none of the prices are the same. So now i cant send the gift i intended to. Not a great solution to a fault on their behalf.
10 January 2025
Unprompted review
Reply from Luxury Promise
Thank you for sharing your feedback. We truly regret that your experience has not met your expectations, and we’d like to provide full context regarding the situation.
Firstly, we want to acknowledge the delay in processing your refund, and we fully understand your frustration. Unfortunately, the DHL scan determined that the parcel dropped off at their collection hub was empty, which has caused a delay in the return process. As a result, we have not yet received the parcel back, and we are currently working closely with DHL to resolve the situation. Once the item is returned to us, we will be able to proceed with your refund.
As for the bracelet you received, we have not yet been able to confirm if the incorrect item was shipped due to the ongoing DHL issue. We apologise for the mix-up and appreciate your patience in allowing us time to investigate further.
Regarding the exchange request for a completely different model of Cartier, we are unable to proceed with this due to the significant price difference, as well as the disparity in gold weight and product specifications. We strive to ensure all our exchanges and returns are handled in line with our policies to provide fairness and transparency to all customers.
We understand how important this gift was, and we’re truly sorry that this has caused an inconvenience. Once the return is confirmed and we have more information, we will update you on the next steps.
Thank you for your understanding and patience during this time. If you have any further questions, please don’t hesitate to reach out.
Best regards,
Luxury Promise Customer Care
Great experience
Great experience, fast shipping and great condition of the product.
26 December 2024
nice product
nice product. however no choice on shipping and having to pay an extra £10 is not ideal for one book. wasn’t next day delivery either with that price.
27 December 2024
Fast and convenient .
Fast and convenient .. items I purchase was brand new never worn
27 December 2024
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