FAQ

FAQ

General

Reebonz is a trusted online platform for buying and selling a wide range of luxury products. We make luxury accessible by giving members more from the world of luxury, in terms of our products, personal services, different ways to buy and sell, membership rewards, and personalised recommendations and knowledge.

With our seamless shopping experience, customers can always be assured of getting more when they buy and sell* with us.

*Reebonz's selling platform is only available in Singapore, Malaysia, Indonesia, Hong Kong, Taiwan and Australia.

Reebonz is an online luxury specialist retailer, hosting specially curated sale events that usually last between one to five days. Members can narrow their search with enhanced filters to shop by category, designer, colour, price range and more from product-specific catalogues that list the full range of items currently on sale.

Members can also shop through a myriad of one-of-a-kind luxury products from an extensive curation of the world's finest merchants of new and pre-owned luxury via Reebonz Boutiques. This platform features a global community of independent multi-brand boutiques, pre-owned luxury merchants and vintage dealers, making even the rarest luxury item easily accessible to our members across Asia Pacific.

While we introduce new sale events online daily, members may visit our physical shopping boutiques at the following locations:

  • Australia*
    Sydney Concept Store
    Shop G01, 570 George Street
    Sydney, NSW 2000
    Opening Hours:
    Monday - Wednesday, Friday & Saturday 11.00am to 7.00pm
    Thursday 11.00am to 9.00pm
    Sunday 11.00am to 6.00pm
    Contact Number: +61 02 9264 7718
  • Malaysia*
    Reebonz @ Lot 10 KL
    S4-S11, Level 2
    Lot 10 Shopping Centre, 50
    Jalan Sultan Ismail, 50250
    Kuala Lumpur, Malaysia
    Opening Hours:
    Monday -Sunday 10.00am to 10.00pm
    Contact Number: +60 321103026
  • Singapore*
    Reebonz Pop-Up @ VivoCity
    1 Harbourfront Walk,
    VivoCity #01-138/139
    Singapore S098585
    Opening Hours:
    Monday - Thursday & Sunday: 11.00am to 9.00pm
    Friday & Saturday: 11.00am to 9.30pm
    Contact No: +65 6255-6362

 

*Reebonz's physical stores at these locations may open on weekends for special sale events.

We constantly source for more designer brands and the latest styles for our members. Unfortunately, we cannot guarantee that we will restock items that have been sold out. So, do not hesitate and purchase what you covet!

Reebonz secures its merchandise from various trade sources in different locations and territories. As we bring these merchandise to you via an online platform, we incur lower overheads and are able to share these savings with you!

We carry both new and pre-owned merchandise. When shopping on the site, keep a look out for indication tags that specify if the product is ‘Pre-Owned’ and accompanying black tags indicating the item’s condition.


Our in-house Atelier of skilled experts carefully examine all products for their authenticities so members can shop with a peace of mind.

To favourite an item, simple mouse over the image and click on the heart icon. Favourite items will be added into your 'Favourites List'. Also, you can find them saved under 'My Account'.

Payment

We currently accept all major credit/debit cards. Instalment payment plans and bank transfers are also available for selected banks. Alternatively, members can opt to pay via PayPal.

All payment methods mentioned are subjected to each country's participating banks.

For Hong Kong and Macau orders, do note that our credit/debit card payments are processed through an overseas gateway and from time to time, your card-issuing bank or payment provider may charge you an additional fee for transacting with us. You are advised to check with the card-issuing bank for such information. Reebonz will not reimburse customers for any fees imposed by your card-issuing bank.

Paypal is only available at selected countries.

No, you can opt to pay by credit/debit cards without having a PayPal account.

When you are redirected to the PayPal payment page, you will be presented with two options:

  1. Pay using credit card
  2. Log in to PayPal account.

We currently accept Visa, MasterCard and American Express for selected countries.

Shipping

Yes. For Reebonz items, a shipping fee may be applied if your total purchase cost is below a certain amount. You can enjoy our free shipping service when you spend more with us!

For Reebonz Boutiques, a shipping fee will apply based on the Boutique's location and your item delivery destination.

Country Minimum Order Value Shipping Fee
Australia AUD 300 AUD 30
Argentina USD 200 USD 50
Brunei Nil Nil
Canada CAD 200 CAD 50
China Nil Nil
Colombia USD 200 USD 50
Hong Kong HKD 1,300 HKD 150
Indonesia IDR 2,500,000 IDR 200,000
Japan YEN 20,000 YEN 4,000
Kuwait Nil Nil
Malaysia MYR 750 MYR 45
Mexico USD 200 USD 50
New Zealand NZD 300 NZD 30
Peru USD 200 USD 50
Qatar Nil Nil
Saudi Arabia Nil Nil
Singapore Nil Nil
Taiwan TWD 5,000 TWD 400
Thailand THB 7,000 THB 300
United Arab Emirates Nil Nil
United States of America USD 200 USD 50

All item(s) cost will be added up to give a Subtotal. Coupons will be applied at this stage, and this will reflect your total purchase cost

Based on your total purchase cost, respective shipping fee will be added on.

Prior to your checkout, store credits will then be applicable at this stage. The final cost reflected will be your final payment.

We aim to deliver your item(s) as soon as we can from the date of order received and payment confirmed. Estimated delivery period can also be found in the respective item's details page.

Country Estimated Delivery (Business Days)
Australia 3 - 6 days
Brunei 3 - 6 days
Canada 5 - 10 days
China 7 - 10 days
Hong Kong 4 - 7 days
India 5 - 10 days
Indonesia 7 - 10 days
Japan 3 - 5 days
Kuwait 5 - 10 days
Macau 4 - 7 days
Malaysia 3 - 5 days
Myanmar 5 - 7 days
New Zealand 3 - 6 days
Philippines 5 - 7 days
Qatar 5 - 7 days
Saudi Arabia 5 - 10 days
Singapore 1 - 3 days
South Korea 5 - 10 days
Taiwan 5 - 7 days
Thailand 7 - 10 days
United Arab Emirates 3 - 5 days
United States of America 3 - 8 days
Vietnam 5 - 10 days
Latin America - Argentina, Colombia, Mexico, Peru 5 - 10 days

All purchases are insured against theft and accidental damage whilst in transit from Reebonz to your shipping address, thus requiring a signature upon receipt.

We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can receive your order at the specified shipping address.

Below are the countries we ship to:

Regions and Countries
Asia & Pacific
Australia
Brunei
China
Hong Kong
India
Indonesia
Japan
Kuwait
Macau
Malaysia
Myanmar
New Zealand
Philippines
Qatar
Saudi Arabia
Singapore
South Korea
Taiwan
Thailand
United Arab Emirates
Vietnam
 
North America
Canada
United States of America
 
Latin America
Argentina
Colombia
Mexico
Peru

As we are continually expanding our services, do check back for more updates.

Express Checkout

An express checkout makes shopping easier by allowing you to save your credit/debit card details onto your account and using it for your purchases.

For subsequent express checkout payments, you do not have to enter any credit/debit card information. The system will use the registered credit/debit card details in your account to complete the payment.

The login prompt is a security measure to protect your saved card from any unauthorised transactions.

We currently accept Visa, MasterCard, and American Express for selected payment modes.

To make payment with a different credit/debit card, simply deselect ‘Enable Express Checkout’ at the checkout page and continue payment as per normal by entering the details of the other credit/debit card upon checkout.

Credits

The ‘My Credits’ tab shows your total Reebonz credit balance that you may use to offset future purchases.

Credits earned via the new Spend & Rebate programme expire 120 days from the date of issue. Credits earned via refunds expire 365 days from the date of issue.

Yes, you may use your credits to offset your purchases. However, do note that credits may not be used on selected events and merchandise.

Coupons

A coupon is a written code that offers a specific discount or promotion to offset your purchases. The coupon is restricted to its terms and conditions and an expiry date.

Simply enter the coupon code into the 'Coupon' box upon checkout. Please check the terms and conditions and expiry date of the coupon first, before entering the code.

Orders

You will receive a confirmation email from us with the details of your order. This email also indicates that your order has been received in our system and processed before it is being prepared and shipped to you.

Once we have received your order, we strive to ship it to you as quickly as possible. We regret to inform that we are unable to cancel your order once it has been placed.

As we work swiftly to process and ship your order, we regret to inform that it is not possible for us to change your order once it has been placed and confirmed. This includes not being able to change the delivery address. Therefore, before you process your order and payment, do check to ensure that everything is in order and to your satisfaction.

You will receive an email from us when your item has been shipped. Simply click on the link in the email and you will automatically be redirected to My Account > Orders.

Packaging

Reebonz orders will be carefully packed in our exclusive packaging with standards that match or exceed luxury retail stores.

Designer bags will be delivered in our signature black Reebonz boxes.

Shoes, accessories, small leather goods and apparels may be delivered in either the item's original packaging (if available) or in our signature black Reebonz box.

Boutique orders will be delivered accordingly to the Boutique's packaging which is then, wrapped in our black polymailer bag.

Returns & Refunds

  • Return or exchange requests have to be submitted within 7 business days from the date of receipt.
  • Item must be in its original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty card(s), manual(s), and all accessories. All packaging must be unmarked and not defaced in any manner.
  • Any item that you received with tag(s) attached must be returned with the same tag(s) intact.
  • Item purchased as part of a set or multi-item pack has to be returned as a whole set.
  • We do not accept returns for intimates, earrings and undergarments due to hygiene reasons.
  • All returned item will be reviewed by Reebonz. Item should also match the written or photographic documentation of the item's condition provided when requesting the return. Returns that do not meet these requirements will not be accepted and where applicable, customer may be charged with a fee.
  • Our flexible returns policy makes your online shopping experience even easier. We practice close monitoring of the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion.
  • Reebonz reserves the right to offer credits or a refund based on our sole discretion.
  • This Returns Policy does not apply to items that have been stated as non-exchangeable and non-refundable on Reebonz.com.

Did you order from Reebonz Boutique? If so, you can find full details under "How do I return an item?"

For Layby orders specific to Australia and New Zealand, please click here for full Returns Policy.

Customer will be able to select their preferred refund method upon submitting the return request. However, if the payment was offset using credits, the refund will be made in credits. Credits earned via refunds will be valid for 365 days from the date of issue.

All returns will be reviewed by Reebonz and we reserve all rights to approve/deny any return value.

Reebonz item(s):

Step 1: Click on My Account > Order

Step 2: Under your Order Number, click on the 'Return Item' button

Step 3: Select your reason for return and collection date and time. A free pick-up service will be arranged to collect your item(s) from the address specified.

Also, you will receive email notifications to inform you at these stages:

  • We have received your request,
  • We have received your item(s) at our facility and are processing your request; and
  • Your refund has been successfully credited to your account.

For Reebonz item(s) orders specific to Australia, please click here

Boutique item(s):

Step 1: Log into your account

Step 2: Under My Account > Orders and then 'Return Item'

Step 3: Fill in the return form before printing the airway bill and return invoice

Step 4: Book a pickup to collect your returned item

For Reebonz items, upon receiving them at our facility, we will send you a notification and process your request. You may expect to receive your refund excluding credits (if applicable), within the stated business days below:

Country Via Credits Via Original
Payment Mode
Australia 3 7 - 10
Brunei 3 14 - 21
Canada 3 14 - 21
China 3 7 - 10
Hong Kong 3 15 - 30
India 3 14 - 21
Indonesia 3 14 - 21
Japan 3 30 - 60
Kuwait 3 14 - 21
Macau 3 15 - 30
Malaysia 3 21 - 30
Myanmar 3 14 - 21
New Zealand 3 14 - 21
Philippines 3 14 - 21
Qatar 3 14 - 21
Saudi Arabia 3 14 - 21
Singapore 3 14 - 21
Taiwan 7 14 - 21
Thailand Not Applicable 14 - 21
United Arab Emirates 3 14 - 21
United Kingdom 3 14 - 21
United States of America 3 14 - 21
Vietnam 3 14 - 21
Latin America - Argentina, Colombia, Mexico, Peru 3 14 - 21

For Boutiques, the refund timeline for the specific payment methods are as follows:

  • PayPal: 2 to 3 business days
  • Credit/Debit cards: 5 business days
  • Instalment Plans: 14 to 21 business days
  • Globe Bill: 14 to 21 business days

For all items eligible for returns, you will not be liable for payment of any shipping charges or taxes. All charges will be taken care of with exceptions to the following countries:

  • Australia: Cost will be borne by the customer
  • Indonesia: Cost will be borne by the customer

Offline Private Viewing

An 'Offline Private Viewing' offers an exclusive option for shoppers to view a desired item valued with minimum amount of SGD 3,000. This option is available for customers purchasing from Reebonz Singapore only.

A request for the 'Offline Private Viewing' button can be found on the product detail page, with items valued at a minimum amount of SGD 3,000. This option is available for Reebonz Singapore only.

Upon clicking this button, simply enter a message and submit your request to us. Our Relationship Manager will contact you within 1 business day to arrange a date/time for your viewing session.

Consignment

Consignment is when you send your item(s) to Reebonz to be sold via our premium White Glove service (only available in Singapore, Malaysia, Hong Kong, Taiwan and Australia). Find out more about White Glove here.

Items are usually priced based on its retail value, condition and market demand.

Consignment fees that Reebonz will retain are dependent on the final net selling price of your consigned item.

You will be paid the following payout rates (less prevailing taxes):

Accessories & Small Leather Goods (SLGs)

Final Nett Selling Price (Less Prevailing Sales Taxes) Payout
$400* - $5,000 70%
$5,001 - $10,000 75%
$10,001 and above 80%
* Minimum selling price of a piece of accessory or SLG submitted to Reebonz must be S$400.

Bags and Jewellery

Final Nett Selling Price (Less Prevailing Sales Taxes) Payout
$800 - $5,000 70%
$5,001 - $10,000 75%
$10,001 and above 80%
* Minimum selling price of a bag or a piece of jewellery submitted to Reebonz must be S$800.

Timepieces

Final Nett Selling Price (Less Prevailing Sales Taxes) Payout
$2,000 - $5,000 80%
$5,001 - $20,000 85%
$20,001 and above 90%
* Minimum selling price of a timepiece submitted to Reebonz must be S$2,000.

We will make payment to you via bank transfer, PayPal or Reebonz credits unless otherwise stated. After your item is sold and accepted by the buyer, you will receive a notification from us and payment will be made within the business days below.

Country Business Days
Australia 3
Hong Kong 7
Malaysia 7
Singapore 7
Taiwan 7

If you choose to be paid via Reebonz credits, you will receive an extra 20% of the total value and credits will be valid for 365 days from date of issue.

We accept bags, small leather goods, timepieces, jewellery, apparel and accessories such as belts, shoes, and scarves. However, we do not accept undergarments, intimates, sunglasses and pens. For more information on the items and brands we accept, click here or contact our Customer Care Hotline.

Generally, most consignment items will sell before the 90-day consignment term ends. However, if the item(s) remain unsold after 90 days, a notification email with all the necessary details will be sent out.

Should there be no response from you within 90 days from the end of the consignment period, Reebonz reserves the right to claim full ownership and/or dispose of the item.

No fees will be charged to arrange the return of item(s) to you at the end of the 90-day consignment term. Item(s) requested to be returned before the 90-day consignment term will incur an administrative fee.

Country Administrative Fee
Australia AUD 80
Hong Kong HKD 600
Malaysia MYR 250
Singapore SGD 100
Taiwan NTD 1,500
Policy Change for Singapore only

If your item exceeds the 120-days extended consignment period, it will be subjected to an automatic price reduction between 10% - 50% of the original price.

Price Reduction Percentage Table
Categories
Initial Selling Price
$5,001-$10,000
>$10,001
Accessories, Apparel, Shoes & Small Leather Goods
50%
20%
10%
Bags
30%
20%
10%
Jewellery
20%
10%
10%
Timepieces
20%
10%
10%

Alternatively, you may arrange for a complimentary return via the following options:

1) WhatsApp: 8499 3919
2) Call: 1800-REEBONZ (1800-7332669)
3) Email: concierge@reebonz.com

Before submitting your Sell Request, you will be prompted to indicate your preferred method of shipping and your preferred date and time slot to send in your item(s).

You may opt for:

  • Complimentary pickup and returns by our Butler
  • Drop off your item(s) at our locations below or
  • Mail your items(s) at our locations below where applicable:
Country Butler Dropoff Postage
Australia N/A Sydney Concept Store
Shop G01, 570 George Street,
Sydney, NSW 2000
Reebonz AU Office
8/888 Bourke Street, Zetland,
NSW 2017
Hong Kong Available Unit D&E, 18/F, Seabright Plaza,
9-23 Shell Street,
North Point, Hong Kong
N/A
Malaysia
Singapore Available

Reebonz Limited
5 Tampines North Drive 5,
Singapore 528548
Level 7
Drop Off Hours: 9.30am to 6.00pm

Reebonz Pop-Up @ Suntec City
3 Temasek Boulevard
Suntec City Tower 2
Unit No: #01-496/497/498/499
Singapore 038986
Drop Off Hours: 11.00am to 8.00pm

Reebonz Pop-Up @ VivoCity
1 Harbourfront Walk,
VivoCity #01-138/139
Singapore 098585
Drop Off Hours: 11.00am to 8.00pm

N/A
Taiwan

Sell Back

'Sell Back' is a sell feature that allows you to sell your past Reebonz purchase(s) and receive credits to offset your next purchase.

This feature is currently available in Australia, Indonesia, Hong Kong, Malaysia, Singapore and Taiwan only.

'Sell Back Guarantee’ is a sell feature on that allows you to sell your past Reebonz purchase(s) within six months from the order date, with an upfront guaranteed payment* in credits to offset your next purchase.

This feature is currently available in Australia, Indonesia, Hong Kong, Malaysia, Singapore and Taiwan only. *Value is calculated in your local currency, after any valid coupon is applied to your item.

Only selected item(s) from certain brands purchased from Reebonz are eligible for Sell Back. To start, tap on your profile page and look out for the 'Sell Back' icon.

This sell feature is readily available under your account's Order Details page or by visiting the new Sell Back section.

To get started, simply tap on the Sell Back button on the selected item and arrange for a collection mode - either via courier pick-up or drop off at our local offices.

Upon successful authentication of item(s), credits will be automatically deposited into your account within 3 business days. These credits can be used immediately and are valid for 365 days.

The price of your item(s) will be determined by Reebonz according to the brand, category and condition of the item(s), at a competitive trade-in cost. All prices offered are final, not subjected to further negotiation.

Once you have selected your item(s) on Sell Back, you will be required to arrange for either pick up or drop off at our local office. Upon successful authentication, we will then credit your Reebonz account immediately.

Should your item(s) be rejected, our Member Relations Officer will contact you and arrange for them to be sent back at no cost.

However, should any item(s) be identified as a counterfeit, it is considered a serious offence and reasonable steps will be taken accordingly.

Pre-Owned Luxury Collection

Yes. All pre-owned items are guaranteed authentic before any item is listed on the website or physical stores. Certifications will be provided for the following items*:

  • Certification for bags and leather goods: Hermès Kelly and Hermès Birkin only
  • Certification for jewellery: Diamond jewellery only
  • Certification for timepieces: All brands except Chakra
  • Reebonz Atelier Authenticity Card: All White Glove pre-owned items

*Excluding pre-owned items from Boutiques.

Specifically for our White Glove selections, detailed images of every product that we sell are shown for Singapore, Hong Kong, Taiwan and Malaysia only. For all other pre-owned items, we do our best to provide images of the overall condition.

Pre-owned items that come with its dust bags, authenticity cards or care cards, Reebonz Atelier Authenticity Card and manuals will be delivered together unless stated otherwise.

Every order will be carefully packed in our Reebonz-exclusive packaging accordingly to the Boutique's packaging which is then, wrapped in our black polymailer bag.

Rewards

You will be rewarded loyalty credits from your total order value each time you shop on Reebonz. Regular members will be rewarded 3% while Black and Solitaire members will be rewarded 5% loyalty credits back.

You may redeem your Spend & Rebate Loyalty credits upon checkout to offset your purchases.

Loyalty credits will be deposited within 14 business days of your order date and will be valid for 120 days.

Be awarded with Reebonz's exclusive membership programme, Solitaire or Black membership status. For more information on our membership programme, head over to our Rewards page.