Question 1

Do I need to create an account to sell an item?

Accepted Answer

No! You can submit an item and receive an estimate without creating an account. Simply provide your email when submitting. When we make you an offer, a link will be sent to you to create your password and access your account.

Question 2

Do I need to create an account to purchase?

Accepted Answer

Yes, an account is required to complete a purchase. Registration is quick: first name, surname, email and password. This allows you to track your orders and manage your favourites.

Question 3

How is the confidentiality of my information ensured?

Accepted Answer

Your personal data is protected in accordance with GDPR. We never share your information with third parties. Payments are secured by Stripe and your banking details never pass through our servers.

Question 4

How do I contact customer service?

Accepted Answer

You can reach us by email at contact@hautane.com, by telephone on +33 1 23 45 67 89 (Mon-Fri 9am-6pm), or via the form on our Contact page. We respond within 24 working hours.

Question 5

How do I sell an item on HAUTANE?

Accepted Answer

It's simple: fill in our online form with your item details (brand, model, condition) and add photos. You'll receive an instant estimate, then a firm offer from our experts within 24 hours. No account needed!

Question 6

What items do you accept?

Accepted Answer

We accept authentic luxury items in good condition: bags, shoes, clothing, accessories, jewellery and watches from leading houses (Hermès, Chanel, Louis Vuitton, Dior, Gucci, Rolex, Cartier, etc.). Items must be in sellable condition.

Question 7

How does the estimate work?

Accepted Answer

As soon as you provide the brand, model and condition of your item, our AI algorithm gives you an instant estimate based on secondary market prices. Our experts then refine this estimate and make you a firm offer within 24 hours.

Question 8

What is the difference between immediate purchase and consignment sale?

Accepted Answer

With immediate purchase, we offer you a net price: you are paid within 48 hours after receipt of the item. With consignment sale, we put your item up for sale at the best price and you receive up to 85% of the final selling price. Consignment sale generally offers a better price, but payment occurs upon sale.

Question 9

How do I send my item?

Accepted Answer

Shipping is done exclusively by post with our partner carriers. After accepting the offer, we provide you with a prepaid shipping label. Your parcel is insured for 100% of the estimated value of the item. You have 7 days to drop off your parcel.

Question 10

Is shipping secure?

Accepted Answer

Absolutely. Each parcel is insured for 100% of the item's value. We use carriers specialising in valuable items. In case of loss or damage during transport, you are fully compensated.

Question 11

When and how am I paid?

Accepted Answer

For immediate purchase, payment is issued within 48 hours after receipt and authentication of your item. For consignment sale, payment is issued within 48 hours after the actual sale. Payments are made by bank transfer.

Question 12

Can I retrieve my consignment item?

Accepted Answer

Yes, at any time as long as the item has not been sold. Simply click on "Retrieve" in your client area. The item will be returned to you at our expense.

Question 13

What happens if my item is not authentic?

Accepted Answer

If our experts detect a counterfeit, the item will be returned to you and the transaction will be cancelled. This is why we ask you to certify authenticity upon submission.

Question 14

Is the valuation service chargeable?

Accepted Answer

No, the valuation is 100% free and without obligation. You are free to accept or decline our offer.

Question 15

Are the items authentic?

Accepted Answer

Yes, 100%. Each item is physically examined by our specialists before being put up for sale. We verify materials, stitching, markings, serial numbers and documentation. A HAUTANE certificate of authenticity accompanies each sale.

Question 16

What are the delivery times?

Accepted Answer

Home delivery with signature takes 2-3 working days. Via Mondial Relay, allow 3-5 working days. Orders placed before 2pm are dispatched the same day. Delivery is free from £150.

Question 17

Can I return an item?

Accepted Answer

Yes, you have 14 days after receipt to return an item, provided it is in its original condition with its packaging and certificate of authenticity. Refund is processed within 5 working days after receipt of the return.

Question 18

Are prices negotiable?

Accepted Answer

Our prices are set as fairly as possible in relation to the market. They take into account the condition, rarity and current value of each piece. For certain items, you may contact us to discuss.

Question 19

Is payment secure?

Accepted Answer

Yes, all payments are processed by Stripe, the global leader in online payment. Your banking details are encrypted and never pass through our servers. We accept Visa, Mastercard and American Express cards.

Question 20

How can I know the exact condition of an item?

Accepted Answer

Each item comes with detailed photographs and a precise description of its condition. The condition is clearly indicated: new with tags, excellent, very good, good or fair. Any potential defects are mentioned.

Question 21

What are the delivery charges?

Accepted Answer

Home delivery is £15. Via Mondial Relay, it is £9. Delivery is free for any order over £150. All shipments are insured and tracked.

Question 22

Do you deliver internationally?

Accepted Answer

Yes, we deliver throughout the European Union and Switzerland. Charges and delivery times vary according to the destination country. Contact us for a personalised quote.

Question 23

How do I track my order?

Accepted Answer

A confirmation email with the tracking number is sent to you upon dispatch. You can also track your order from your client area in the "My Orders" section.

Question 24

What should I do if my parcel is damaged upon receipt?

Accepted Answer

Refuse the parcel or make reservations with the carrier, then contact us immediately. Each shipment is insured: we will proceed with a full refund or exchange.

Question 25

How do I make a return?

Accepted Answer

Go to your client area, "My Orders" section, and make a return request. We will send you a prepaid return label. The item must be returned in its original condition within 14 days.

Frequently Asked Questions

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General questions

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