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
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
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’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
I have been following the shows on Luxury promise for last six months .I just had to say a massive thank you to all the hosts especially Samia Leema Lisa Sophie and Sara and Shahinafrom the London tea... See more
Company replied
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
4.0
Great
2K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Zero communication
I purchased a Prada bag over 8 days ago. I have zero communication for shipping and I have contacted them by email, What’s App and Instagram without a response. I’m about to tell my credit card company to cancel. I think they are a scam.
March 31, 2026
Unprompted review
Reply from Luxury Promise
Thank you for your feedback, and I’m very sorry to hear about your concerns.
We have, however, been in contact with you since your initial email on Friday, 3rd April regarding your order, and have sent several updates via email to keep you informed on the status of your purchase.
It’s possible that our messages may not have reached your inbox, so we kindly ask that you check your spam/junk folder. Alternatively, you’re very welcome to email me directly at hope@luxurypromise.com, and I will be happy to forward all correspondence to ensure you have full visibility.
We take all feedback seriously and are always here to assist, please don’t hesitate to reach out so we can resolve this for you as quickly as possible.
Warm regards,
Luxury Promise Customer Care Team
Having spent a considerable amount of…
Having spent a considerable amount of money on products recently I am so disappointed in the quality of the items.
The items shown on the lives shouldn’t result in surprise or disappointment on arrival.
Trusting to purchase virtually means trust needs to be built with the consumer and multiple orders have left me regretting parting with my money.
This is in particular to the gems as they have either many inclusions, cracks and chips which if shown and called out is fair enough. If a little more care and transparency and respect for the consumer is given by hosts it would reduce the negative experience.
I have been a long term fan and supporter of the company and do enjoy watching the lives and seeing the products however, I’m definitely more cautious now and have not purchased since my recent complaint.
The support team are efficient and usually respond albeit I didn’t receive a response to my latest follow up email - coincidently the same day I sent a chaser my remaining orders I asked to cancel weeks before due to my experience were shipped out.
March 31, 2026
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to share your feedback.
I’m genuinely sorry to hear that your recent experiences have left you feeling disappointed. We always strive to present our pieces as clearly and transparently as possible during our live shows, so it’s concerning to hear that some items did not meet your expectations upon arrival. Your comments regarding the visibility of inclusions and overall presentation of gemstones have been noted and will be shared with our hosts and sourcing team to ensure we continue improving in this area.
In relation to your recent orders, as previously discussed, we were unfortunately unable to cancel orders 77122 and 77092 as they had already reached our London hub and customs duties had been paid. While we always try to be as accommodating as possible, there are certain stages in the process where cancellations are no longer feasible.
We have also noted a pattern of returns and concerns across your recent purchases. While we absolutely want every client to feel confident and delighted with their pieces, we would gently suggest reconsidering future purchases if you feel the items may not meet your expectations. This helps us maintain the highest level of service and consistency for all of our clients.
That said, please know we value your continued support and loyalty. Our team takes great care in sourcing unique gemstones and luxury pieces, often at exceptional value for the quality offered, and it’s always our intention that this is reflected in your experience with us.
Warmest regards,
Luxury Promise Customer Care Team
I purchased a Mia cashmere set during…
I purchased a Mia cashmere set during IG Covet by Christos in January 2026. It took over 3 weeks to get the merchandise and I had to contact customer for updates on delivery. Finally received the set on 2/2/2026, the set had a defect and all the tags with the sizing was cut off, so I couldn't check the size. I was sent the wrong size after waiting so long to receive it. I sent an email to customer service and also to contact person in NY and still no one bother to contact me. As of April 6, no response from the customer service. Lesson learned will never purchase anything from this company or on an IG live show.
January 13, 2026
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to share your experience, and I’m sorry to hear how disappointing this has been for you.
This is certainly not the level of service we aim to provide, especially after such a long wait for your order. understand how frustrating it must have been to receive an item with a defect and without sizing labels, this is highly unusual.
Having carefully checked our system, I’m unfortunately unable to locate any record of your previous correspondence. It’s possible your messages may not have reached us, and I sincerely apologise if that is the case.
Could I kindly ask you to email us directly at customercare@luxurypromise.com with your order details? I will personally ensure this is reviewed as a priority and work with you to resolve the matter as quickly as possible.
Please also rest assured that if there are any issues with the cashmere set, we are absolutely able to offer an appropriate resolution once we’ve received your enquiry through the correct channels.
Thank you again for bringing this to our attention, and I do hope we can turn this experience around for you.
Warm regards,
Luxury Promise Customer Care Team
Reply from Luxury Promise
Thank you so much for your kind words!
We’re delighted to hear that your experience was perfect as always. Your continued support truly means a lot to us, and we look forward to bringing you more pieces you love in the future.
Warmest regards,
Luxury Promise Team
Reply from Luxury Promise
Thank you so much for your lovely feedback!
We’re so pleased to hear that you’ve enjoyed using our service. It means a great deal to us, and we truly appreciate your support. We look forward to continuing to provide you with a great experience in the future.
Warmest regards,
Luxury Promise Team
Love love love love
Love love love love! This company is amazing. Every single sales person is top tier. I purchase with Josh & Devon I love them two they work absolutely incredible together. Whether your purchasing items from uk, japan, dubai all items are 100%! I’m yet to try the skin care so I can’t wait to give that a go. I won’t ever purchase anywhere else. Hugs from ‘LittleLouise’ x
March 20, 2026
Unprompted review
Reply from Luxury Promise
Thank you so much for your wonderful review and for your continued trust in us.
We’re delighted to hear how much you’ve been enjoying your experience with our team. It’s incredibly special to know that you feel confident shopping with us across all our locations and that every purchase has met your expectations.
We’re also excited for you to try our skincare; please do let us know what you think once you’ve had the chance!
Your support and loyalty mean so much to us, and we’re so grateful to have you as part of the Luxury Promise family.
Thank you again, and we look forward to assisting you again very soon.
Warmest wishes,
The Luxury Promise Team
I was booked to drop of my bags at the…
I was booked to drop of my bags at the office , when I arrived the doors where locked no one was in , I even called and messaged serval times before turning up for my appointment , waste of journey ! I instead when to Knightsbridge sellier - who were lovely and sold my Chanel handbag .
September 29, 2025
Unprompted review
Reply from Luxury Promise
Thank you for your feedback.
We’ve checked our records and also reviewed this internally with the team, and unfortunately we’re unable to locate any appointment under the name and details provided.
We would be more than happy to look into this further for you if you’re able to share any additional information, such as confirmation of the booking or correspondence.
Our opening hours are listed on our website, and if the office was closed with no lights on, it’s possible this may have been outside of operating hours.
Thank you for your understanding, and we do hope to have the opportunity to assist you in the future.
Warm regards,
The Luxury Promise Team
Everyone at LP is so knowledgeable and…
Everyone at LP is so knowledgeable and helpful. I know I can always trust them. I have never regretted a single thing I have purchased.
February 24, 2026
Reply from Luxury Promise
Thank you so much for your wonderful review and for your continued trust in us.
We’re truly delighted to hear that you find the team knowledgeable and helpful, and that you feel confident relying on us. Knowing that you’ve never regretted a purchase means the world to us and is exactly the experience we strive to create for every client.
Your kind words are greatly appreciated by the whole team, and we’re so grateful for your support.
Thank you again, and we look forward to assisting you again very soon.
Warmest wishes,
The Luxury Promise Team
Pro & Con.
Pro: using splitit interest free for 6 months + live shows interaction is friendly & educational.
Con: Website need major improvement. Even if we filter for "in stock", result will still pickup sold-out item once the page open. Also, number of sold items in specific regions like Japan sales always remain available online for purchase only to be cancelled because its not was sold in shows. Also, sometime partial delivery is experience which need a follow-up with customer service. Lastly, vouchers always have both limit purchase and exclusion of 2 brands: Hermes & VCA which defy the purpose of vouchers. I hope that change to purchase limit but remove the brands exclusions.
February 24, 2026
Reply from Luxury Promise
Thank you so much for taking the time to share your thoughtful and detailed review.
We’re truly pleased to hear that you’ve enjoyed using Splitit and found our live shows friendly and educational; creating an interactive and accessible shopping experience is something we care deeply about, so your kind words mean a great deal to us.
We also appreciate your constructive feedback. We are actively looking into improvements to our website, particularly around stock accuracy and filtering.
Regarding regional availability and occasional partial deliveries, shipping timeframes can sometimes be impacted by customs checks and the current situation in the Middle East, which may cause unexpected delays. That said, our Customer Care team is always available to provide updates and support whenever needed, and we encourage you to reach out so we can assist as quickly as possible.
With respect to vouchers; certain brands such as Hermes and VCA operate on very limited margins in the resale market, and in order to align with current market values, we do have to maintain some restrictions.
Thank you again for your honest feedback and continued support. We’re committed to improving and hope to provide you with an even better experience next time.
Warmest wishes,
The Luxury Promise Team
Luxury Promise Quality Declined…
Luxury Promise used to provide excellent products and care with their customers, but the quality of both products and attention to detail has severely declined. They are so concerned with quantity over quality that they push products of poor quality. More than once, even blatantly on live shows, they’ll describe a product as pristine, and a viewer will need to point out a defect shown by the camera, and then they’ll claim they didn’t see it there. There are many resellers out there with better products. I used to buy here because I trusted the integrity of the team, but they are not selling with honesty anymore.
February 1, 2026
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to share your feedback. We’re sorry to read that your recent experiences have left you feeling this way.
At Luxury Promise, integrity and transparency have always been at the heart of what we do. We would never intentionally misrepresent the condition of an item. During live shows, our team does their best to accurately describe each piece, but we acknowledge that, on occasion, something may not be immediately visible under studio lighting or camera angles. When this happens, it is never our intention to dismiss concerns, and we appreciate viewers who help point out anything that may have been missed.
Your comments about quality and attention to detail are taken very seriously. We are continuously reviewing our processes to ensure that every item meets the standards our clients expect and deserve.
We would welcome the opportunity to look into any specific concerns you’ve experienced and make things right where possible. Please do reach out to our Customer Care team so we can assist you directly.
Thank you again for your feedback.
Warm regards,
The Luxury Promise Team
Outstanding level of service and…
Outstanding level of service and products are exactly how they are described with full proof of purchase complete with box, straps and dust bags as if you had just bought the bag from Hermes.
Lisa communication throughout the process was outstanding and I couldn’t recommend highly enough
February 24, 2026
Unprompted review
Reply from Luxury Promise
Thank you so much for your wonderful review and such kind words.
We’re absolutely delighted to hear that you were pleased with both the service and the product, and that everything arrived exactly as described.
We’re especially pleased to hear that Lisa’s communication stood out to you. She takes great pride in ensuring every client feels supported and informed throughout the entire process, and your recommendation will mean so much to her.
Thank you again for your trust and support. We look forward to welcoming you back very soon.
Warmest wishes,
The Luxury Promise Team
Consistently superior service and…
Consistently superior service and products I had Purchaed.
January 26, 2026
Reply from Luxury Promise
Thank you so much for your continued trust and support.
We’re truly delighted to hear that you’ve consistently experienced superior service and products with us. Providing a reliable, high-quality experience every time you shop is exactly what we strive for, so your feedback means a great deal to the entire team.
We’re incredibly grateful for your loyalty and look forward to assisting you again very soon.
Warmest wishes,
The Luxury Promise Team
Great customer service
Great customer service, email replies are professional, prompt and detailed. I love LP! Their host & customer service team are top notch for an international company. Isabel in the US is an amazing representative of great customer service!
January 27, 2026
This is a genuine review but I would…
This is a genuine review but I would prefer to stay anonymous.
I have purchased many items from LP this includes accessories, vintage and new jewellery and plenty of gems. I have spent 1000s.
I think the accessories have been great. You generally know what you are getting.
The big regrets I have is over the loose gems and some of the vintage jewellery. After looking at the market and in my opinion which I am fully entitled to is that it's overpriced for what you get.
I have come to learn for myself I cannot buy gems through a computer screen. Once received I have generally not been happy with the colours and particularly the quality. Some of the gems are very very included. I don't expect high jewellery spec but better quality for the amount paid. Gems need to be seen in person the colour the clarity etc. How they look in daylight. What the cut is like etc etc.
I have compared the gems to other online providers and feel it's overpriced. Also with other providers you are allowed to send it back for a full refund.
The vintage jewellery is okay again a bit overpriced and hit and miss.
I think Trudis pieces are lovely and worth the price. They are of quality. Everything is documented on the cert from cut to colour etc
Other than Trudi I don't think I will be buying from LP again.
January 23, 2026
Unprompted review
Reply from Luxury Promise
Thank you for taking the time to share your feedback.
We’re pleased to hear that you’ve enjoyed our accessories and Trudi’s pieces. Your kind words about those collections mean a great deal to us.
Gemstones in particular are highly individual, and we appreciate that colour, clarity and cut can be very personal preferences. We work closely with trusted suppliers and price our pieces in line with market value, rarity and quality, while also frequently offering special pricing and exclusive opportunities during our live shows.
That said, your experience and feedback are invaluable, and we’re genuinely sorry to hear that some pieces did not meet your expectations. If a client is ever unhappy with a purchase, our Customer Care team is always on hand to work closely with them to explore possible solutions and ensure concerns are addressed as thoughtfully as possible.
Thank you again for being part of the Luxury Promise community. We wish you all the very best and hope to welcome you back in the future should the opportunity arise.
Warm regards,
The Luxury Promise Team
Not impressed!
Not impressed!
Purchased a Birkin for the first time via this company and many many days later, no update what so ever and no bag. When I finally reached out to track my order, I was advised the item was already sold out. I am disappointed as I could have bought the same bag from my regular supplier which is now sold out too.
Very disappointed and I don’t think I will use them again…
———-
Response to comment about communication
Upon completing my transaction, I expected to receive timely updates concerning the status of my order. However, I regret to report that no such communication was forthcoming until I initiated contact several days later to inquire about the status of my purchase. It was only at this juncture that I was informed of the unfortunate circumstance that the item had been sold out and given.
Effective communication with customers and honesty when replying to feedbacks are the cornerstone of an excellent customer experience and is pivotal in building and maintaining trust and satisfaction. It is, therefore, my earnest constructive suggestion that systems be put in place to ensure customers are promptly and proactively informed about any changes in the status of their orders so they can make an informed decision if they would wait for you to find a like to like or not. Such a measure would enhance transparency and improve the overall consumer experience.
January 12, 2026
Unprompted review
Reply from Luxury Promise
Hello,
Thank you for your review, we’re truly sorry for the disappointment caused.
Unfortunately, the item sold out on our supplier’s side before we were able to secure it. During that time, our team was actively searching our wider network for a like-for-like alternative, but regrettably we were unable to source the same piece. We did reach out via email to update you once this was confirmed and also shared the details of our personal shopper to assist you further.
We would genuinely love the opportunity to restore your confidence by guiding you through our current inventory and helping you find an Hermès piece you truly love. Please don’t hesitate to get in touch if you’d like us to assist, we’re always here to help.
Warm regards,
The Luxury Promise Team
Not impressed with the service received…
Not impressed with the service received so far…when spending £0000’s you expect a better service. Radio silence, zero updates and complete lack of information on where items are being shipped from on their site.
It’s been 6 days since purchase, and a paid for ‘express’ delivery - no updates & only notified an item is coming from USA from the shipping company, not from LP - if known I wouldn’t have purchased.
The other item coming from London, and still zero updates or communication on delivery date.
What is going on LP.? This is clearly not good customer service or engagement practice and as a bare minimum customers should know where their items are coming from and should be provided some form of communication within 6 days of purchase-especially when spending thousands of pounds. It makes for a very nervous purchasing experience, which is not ideal at all. I’m hoping this is resolved soon.
January 14, 2026
Unprompted review
Reply from Luxury Promise
Hello,
Thank you for taking the time to share your feedback. We're sorry to hear that your experience so far has caused some frustration.
I’d like to clarify a few points and provide reassurance. Our personal shopper has been in contact with you regarding the shipping details for your purchases. One of your items is shipping from the USA, which is subject to an estimated 7-10 working day international transit timeframe. Once the item arrives in the UK and is dispatched domestically, you will receive an updated tracking link reflecting the final leg of delivery.
We can confirm your other item was located in London. Due to the festive period, we are currently experiencing a very high volume of orders, which has caused some slight delays in dispatch. That said, I’m pleased to let you know that your order is now scheduled to be delivered to your home address today. You will receive confirmation and tracking details to confirm this action.
As a global company, our stock is held across multiple locations worldwide, including Asia, Europe, the Middle East, and the Americas. This allows us to source exceptional pieces internationally, though it can occasionally mean varied processing and shipping timelines, of which are outlined on our website for clarity.
Please do feel free to contact us directly at customercare@luxurypromise.com in the first instance with any questions regarding your orders; our team is always here to assist and ensure you feel informed and supported throughout.
Thank you again for your understanding during this particularly busy time, we truly appreciate your patience and look forward to your order reaching you very soon.
Warm regards,
The Luxury Promise Team
I purchased a vintage Kelly 28 recently…
I purchased a vintage Kelly 28 recently and had an issue , I contacted the customer care team and explained my issue , Hope and faith responded within the same day and dealt with the issue efficiently , I am very happy with the outcome , Hope is really helpful and does all she can for the customers of LP , excellent customer service .Thankyou Hope and Faith :)
January 5, 2026
Unprompted review
Reply from Luxury Promise
Thank you so much for taking the time to share your experience!
I’m truly delighted to hear that you’re happy with the outcome and that we were able to resolve the matter for you. It was an absolute pleasure assisting you, and your kind words mean a great deal.
Thank you for your trust in Luxury Promise. We look forward to welcoming you back very soon.
Warmest wishes,
Hope
The Luxury Promise Team
Very friendly,helpful and enjoyable…
Very friendly,helpful and enjoyable shows.
Excellent and fast delivery most of the time.
December 29, 2025
Reply from Luxury Promise
Thank you so much for your lovely feedback!
We’re delighted to hear that you enjoy our shows and find the team friendly and helpful, that truly means the world to us.
Thank you for being part of the Luxury Promise community, and we look forward to shopping with you again very soon.
Warm wishes,
The Luxury Promise Team
overall experience has been great
overall experience has been great , customer support team always respond to resolve any questions and concerns
December 29, 2025
Reply from Luxury Promise
Thank you so much for sharing your feedback!
We’re delighted to hear that your overall experience has been great and that our customer care team has been able to promptly assist with any questions or concerns.
We look forward to assisting you again and welcoming you back to Luxury Promise very soon.
Warm regards,
The Luxury Promise Team
I’m so pleased for the overall…
I’m so pleased for the overall experience in LP, Lisa has been extremely helpful in helping me securing my dream bag🥰 I’d also love to have a vintage kelly bag made in my birth year! It only takes less than a week for the bag to arrive from their Japan warehouse which is insane and I am able to collect in time for Christmas, can’t recommend more!
December 22, 2025
Unprompted review
Reply from Luxury Promise
Thank you so much for your kind and thoughtful words.
We’re absolutely delighted to hear that you had such a wonderful experience with us, and that Lisa was able to help you secure your dream bag.
Thank you again for your trust and recommendation. We look forward to welcoming you back to Luxury Promise very soon!
With gratitude,
The Luxury Promise Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.