FAQs

How does your authentication process work?

The authenticity of items is crucial for Lampoo. It is the most important promise we make to our customers.

We employ a team of experts who have years of experience in authenticating luxury items and high-quality fashion from both a production and a retail standpoint. We have designed a meticulous and methodical authentication process based on protocols that enable us to identify and recognize the distinguishing features of the individual brands.

How do I contact you about concerns related to the authenticity of items I’ve purchased?

To clarify anything regarding the authenticity of purchased items, please contact Customer Service at customercare@lampoo.com. Another option is to fill in the form that you can find here. If you continue to have doubts, you can receive a full refund for your order.

What are your product acceptance standards for the items sent to you?

We reserve the right not to accept any item that we consider inauthentic or whose origins we are unable to certify.

We will only accept items that we consider fit for resale. In particular:

1. All items with significant signs of wear will be rejected.

2. Items must be washed, clean and free of odours.

How do you classify the quality of the items?

Our experts carefully inspect every item to ensure its quality, authenticity and resale condition. Every item accepted is assigned one of the following condition levels:

- Like new with tag (in perfect condition with tag)

- Excellent (in perfect condition without tag)

- Very good (moderate signs of wear)

- Good (visible signs of wear)

Do the items come with the original packaging and documents?

If the original packaging and documents are available, it will be stated in the product description.

How is the item’s selling price determined?

Our team of experts determine the initial selling price at their discretion by evaluating each individual item and taking various parameters into account: brand, product category, the year it was made, colour and condition. Our meticulous evaluation process enables us to set the right market price for the items.

Do the prices shown include customs duties and taxes?

All prices showed in the checkout do not include custom duties and import taxes. 

Orders delivered to the European Community Countries will not be charged any additional fees.

Those customers who ordered from Countries outside the European Community may be required to pay custom duties and import taxes to receive their purchases. 

Can I place an order over the phone?

Ordering by phone is not currently possible.

Do I have to create an account to place an order?

An account must be created to place an order. Creating an account enables you to enjoy a personal shopping experience and make purchases quickly and easily, without entering your details every time.

How do you complete an order?

To purchase an item on lampoo.com:

- Select the item you’re interested in from the catalogue

- From the product page, click Add to Cart to add the item to the cart

- When your shopping session is finished, click Your Cart and Go to Checkout

- Enter shipping details then select a shipping type and one of the payment options

- Check that the information has been entered correctly and click Complete Order.

You will receive a confirmation e-mail with all the order details. Our warehouse will take care of everything from here. As soon as the order is shipped, we will send another e-mail to let you know.

Can I add or remove items from an order that has already been placed?

Each order is processed automatically to guarantee timely, efficient shipping. Once received, the details cannot be altered. If you wish to purchase additional items, you need to place a new order. If instead you wish to return items, you need to follow our returns procedure.

Can I cancel an order that has already been placed?

Once we receive an order, it is processed automatically, which is why it is not possible to cancel it. Once you receive your order, you can follow our returns procedure.

How can I check whether my order has been received/prepared/shipped?

You can check the order status at any time in the Orders and Returns section of your profile.

Will I get a confirmation e-mail when I place an order?

We’ll send you a confirmation e-mail with all the order details when you place your order. You can also find the order details in the Orders and Returns section.

Can I book an item and buy it later?

Every item on lampoo.com is unique and one of a kind. In order to offer all our customers the chance to purchase their favourite products, we can’t allow items to be booked or placed on hold indefinitely. We offer the option of keeping your item in the cart for 30 minutes or creating a personal Wish List.

Size Guide

The Size Guide link on the product page displays a size conversion table. We also provide the essential measurements for each item, to help you get the perfect fit for your physique.

Why is my cart emptied after 30 minutes?

Every item on lampoo.com is unique, our aim is to offer all our customers the chance to buy them. That’s why we can’t allow items to remain in carts for more than 30 minutes. You can create a Wish List with the items you love so that you’re always up to date on their availability.

What payment methods do you accept?

Lampoo.com accepts the following payment methods:

Credit Card: Visa, Mastercard, American Express, Visa Electron, prepaid credit cards, authorized Maestro cards. 

PayPal: clicking the Pay with PayPal button redirects you to the PayPal login page. Enter your e-mail address and password to complete the payment procedure. You will be able the select a card to use from among those saved previously on PayPal (procedure handled directly by PayPal).

User credit card details will not be saved on the platform.

A payment confirmation e-mail will be sent to the user upon completion of payment.

Cash on delivery: method available for Italy and Germany only, for amounts below €2,999.  

At the time of delivery, you must have the exact amount of cash indicated in the shipping confirmation e-mail. Couriers cannot give change and do not accept cheques. For any possible refunds, a current/checking account or post office account must be indicated. 

This payment method involves a €6 surcharge for Italy and €8 for Germany.

Site Credit: if you have Site Credit available, you can specify if you would like to use some or all of it.

Can I pay for my order with Cash on Delivery?

This payment method is available in Italy and Germany.

When will my card be charged?

The amount will be charged to the card when you complete the order.

Can I use my Site Credit to purchase items?

Of course. If the value of the order exceeds the credit you have available, you will be asked to pay the remaining amount using one of the other payment methods.

Why was my payment declined?

Be sure you entered all details for the selected payment method correctly. If you need assistance, contact our Customer Service. We’ll be happy to help.

How many and which currencies can I use to make purchases?

We currently accept 17 currencies: EUR, USD, GBP, CNY, HKD, JPY, KRW, RUB, CAD, CHF, AUD, SGD, DKK, SEK, PLN, AED, BRL.

The currency for your purchases will be determined by the country the items will be shipped to. The currency will be shown in the cart and at checkout. If your local currency isn’t available, the charge for your order will be in USD or EUR.

I have a promo code. How do I use it?

To use a promo code, enter it in the dedicated field in the Cart before finalizing the order. Only one promo code can be used for each order.

What are my shipping options?

We prepare and ship your orders within 24 hours and make express deliveries to 80 countries worldwide.

Your purchases on lampoo.com are delivered by our partners Nexive in Italy, and DHL in all other countries. Deliveries are made from Monday to Friday, 8 a.m. to 6 p.m., except for national and local holidays. At the time of purchase, you can choose one of two shipping methods: Standard or Express. Times will vary depending on the country your order is being shipped to: 

ITALY:

NEXIVE STANDARD: delivery within 3–5 working days

NEXIVE EXPRESS: delivery within 1–2 working days

EUROPE:

DHL STANDARD: delivery within 3–5 working days

DHL EXPRESS: delivery within 1–2 working days

INTERNATIONAL:

DHL EXPRESS: delivery within 3–6 working days

Delivery times are to be used as a guide only. Lampoo does not accept responsibility for any delays in the delivery of your order under certain conditions or during customs clearance, if applicable. We will always endeavour to limit potential delays in delivering your order.

LAMPOO supports BGM as a shipping solution for China.

What’s the total shipping cost?

The shipping costs vary depending on the geographical area of the destination and chosen shipping method.

You can find here all the details about shipping costs and delivery times.

Is a signature required to deliver my order?

Lampoo cares about the security of your purchases so, on delivery the courier will request a signature from you or the person you’ve chosen to receive the package.

Is there a same-day delivery service?

This service is not currently available. We’re working to offer you this option in the future.

Can I collect the order from your premises or a sales outlet?

This service is not currently available. We’re working to offer you this option in the future.

How is my order packaged?

We care both about your purchases and the environment. We package items carefully so that they reach you in perfect condition, with minimal impact on the environment. Dedicated packaging will be included in certain circumstances, depending on the type of item you choose.

Can I track my order?

As soon as your order leaves our warehouse, you’ll receive an e-mail with a tracking number so that you can keep track of your purchase at all times. You can also check the status of your order in the Orders and Returns section of your profile.

How do I choose the day and/or time or delivery?

It is not possible to choose a specific time or day. You may in any case attempt to arrange the delivery by contacting the courier directly and providing the tracking number you received in the confirmation e-mail.

What is your returns policy?

Our priority is to offer you the very best shopping experience. That’s why we guarantee the possibility of returning any orders that don’t meet your expectations.

You can request return of items purchased on lampoo.com no later than 14 days after the date you received the order.

Returns for orders placed in EEC are free of charge.

In the event you would like to return an order from outside EEC the costs of shipping, duties and taxes will be deducted from your refund.

In both cases, any shipping costs incurred to receive the order will not be refunded.

 

Our team will examine returned items thoroughly, verifying their eligibility for return.

Every item returned must comply with our standards:

- Items must be returned in the same condition they were in when they were received, taking care not to remove the tags from them.

Items returned without the anti-tamper seal and tag with barcode will not be accepted.

- Items must be returned with the original boxes where applicable.

- We will not accept any return that has been worn, is dirty or has other signs of wear not present at the time of purchase. Take due care, therefore, when you try on one of our items, making sure – in the case of swimwear, for example – to wear undergarments.

Returns that do not pass our quality checks will not be accepted. The package will be sent back to you at your expense and the item will not be refunded.

How do returns work?

Returning a Lampoo order is quick and easy.

If you placed your order logged-in through your account, you can select the items you wish to return in the Orders and Returns section of your profile, indicating the reason in each case. Then follow the guided procedure to request pickup, indicating the address, date and preferred time slot.
Once you complete the procedure, an e-mail will notify you that the request has been received.

In the event you have placed your order as a guest, please write to customercare@lampoo.com, specifying the order number and the products that you intend to return. One of our representatives will soon get in touch with you to process your request.

Remember that you can only ship your return from the country where you made the order.

Now you can prepare the package: pack the items in the original box (our eco-friendly suggestion) or another, equally sturdy one. Make sure to seal it securely and effectively. Affix the adhesive return label, already in the package when you received it, on top of the label for the initial delivery.

Have you lost the return label?

Not to worry, you can always print it again from the Orders and Returns section before completing the request of return procedure.

You can check the status of your return using the tracking number you were given in the e-mail confirming your request.

When will I get my refund?

Returns are normally processed within 3 working days of receipt at our premises. If the return is accepted and the refund process begins, you will be notified via e-mail and on your account profile.

The time it takes to see and receive the refund depends on the payment method chosen when purchasing:

Credit Card: you will receive a refund within 7 working days of confirmation that the return has been accepted. The time it takes for the refund to be made on your account depends on the credit card network.

PayPal: you will receive the refund within 24 hours of confirmation that the return has been accepted.

Bank Transfer: you will receive the refund within 10 working days of confirmation that the return has been accepted.

Cash on Delivery: you will be asked to indicate a current/checking account so that the refund can be sent by bank transfer. The amount transferred will show within 10 working days of confirmation that the return has been accepted.

Site Credit: you will receive the refund within 24 hours of confirmation that the return has been accepted.

Is the shipping cost also refunded?

No, the shipping costs will not be refunded.

How should I prepare the return package?

Now you can prepare the package: pack the items in the original box (our eco-friendly suggestion) or another, equally sturdy one. Make sure to seal it securely and effectively. Affix the adhesive return label, already in the package when you received it, making sure to cover the previous delivery label.

I’ve lost the preprinted label for shipping my return. Can I get another?

If you no longer have the preprinted label, you can download it and print it again from the Orders and Returns section of your profile before completing the request of return procedure.

Can I return any item?

You can always return items provided that the conditions indicated in the Returns Policy are met.

Can I return two different orders in the same box?

Certainly. Affix one of the two prepaid return labels to the box, making sure to cover the previous delivery label.

Can I track my return?

Certainly. Use the tracking number you were given in the e-mail confirming your request to track your return. You can also keep track of the status of your return in the Orders and Returns section.

How do I sell my items on Lampoo and how does your service work exactly?

Lampoo makes it very easy to sell clothes and accessories you don’t wear any more through its quick, effective service. It only takes a few clicks to consign your items, then you can leave the rest to the Lampoo team of experts.

Your items will be handled on a consignment basis: you maintain ownership until they are sold on our website.

The service works as follows:

1. Check the list of brands that we accept (you can find it here) and make sure your items meet our quality standards (look here to find out more). 

2.

A) Prepare a package with the items you want to sell (look here for packaging instructions) and tell us whether you want to arrange an in-home pick up or send the package yourself. This service is free in both cases.

Or

B) Would you like to sell 10+ or high-value items and need assistance before proceeding? You can choose our VIS - Very Important Sellers service and speak to one of our Luxury Managers to have more information.    

3. Our experts will take excellent care of your items, certifying their authenticity and condition. They’ll set the right market price, photograph them and provide accurate descriptions, making sure they sell as quickly as possible.

4. You can now relax and decide whether to spend your earnings on Lampoo, benefiting from a 5% increase in earnings, or to transfer the money through your preferred payment method.

How much will I earn when I consign on Lampoo?

You earn more when you consign high-end, fashionable or iconic items, and products that are in great demand overall, because these guarantee a high resale value. 

The tables below illustrate the percentage of earnings that will come back to you.

 

THE MORE YOUR PRODUCTS ARE WORTH THE HIGHER YOUR PERCENTAGE WILL BE!

 

 

SELLER PERCENTAGE

 

YOUR PERCENTAGE CHANGES BASED ON THE FINAL SELLING PRICE

40% With a final selling price of € 49 or less
45% With a final selling price between € 50 and € 99
50% With a final selling price between € 100 and € 149
60% With a final selling price between € 150 and € 999
70% With a final selling price between € 1000 and € 4999
80% With a final selling price of € 5000 or more

How is the Initial Selling Price determined?

Our goal at Lampoo is the same as yours: to sell your items very quickly for the highest possible price.

Our team of experts determine the initial selling price at their discretion by evaluating each individual item and taking various parameters into account: brand, product category, colour and condition.

Our meticulous evaluation process enables us to set the right market price for your items.

Still, Lampoo can give you the option to adjust or even approve the initial selling price. Look here to find out when this is possible.

Can I modify the Initial Selling Price and what if I disagree?

You can adjust the Initial Selling Price for any item, before it is published, raising it by a maximum of 20%, through the “Price Management” function on your “My Sales” page. This function allows you to modify our suggested price.

If, for any reason, you were not satisfied with the initial selling price, you will be able to request the return of your items free of charge.

May you apply reductions to the "Initial Selling Price", and how my earning percentages will change?

In order to boost the sales of your items, we will apply a reduction policy to the initial selling prices starting the 60th day since they have been published online. Such reduction will be gradual; we will apply a 5% discount every 30 days until a maximum of 50% off. 

For the items with an initial selling price of € 5000 or more, the reduction will still start the 60th day since their publication online, but their initial selling price will be reduced by 5% every 60 days and the total discount will not exceed 25%.

Your earning percentage will be always calculated based on the final selling price, thus after discounts.

To see your earning percentage, look here.

Which brands do you accept?

We accept only the finest brands, the ones sought after and loved by all. The complete list of accepted brands can be found here.

Are there product categories that you do not accept?

Yes.

We do not accept the following product categories:

  • Fine jewellery
  • Watches
  • Underwear
  • Loungewear (pyjamas, nightgowns, etc.)
  • Athletic wear (tops, skirts, shorts, leggings, etc.)
  • Glasses and Sunglasses with progressive lenses
  • Tailor-made clothes
  • Unlabelled clothes (brand label missing), excluding furs.

Additionally, swimwear will only be accepted if it has never been worn and the tags are still attached.

Do you accept vintage items?

Yes.

We accept luxury vintage items that are iconic and represent the heritage, quality and creativity of the best-loved brands.

We don’t accept tailor-made and unlabelled items (brand label missing).

How does your authentication process work?

Authenticity is crucial for Lampoo. It is the most important promise we make to our customers.

The authentication process is carried out by professionals with years of experience

in the world of fashion and luxury goods, from both retail and production standpoints.

The process is divided into several steps. It involves ensuring not only that the items are genuine, but also that they are in the best condition possible and have lost none of their original allure.

Our team do a comprehensive, detailed appraisal of the products, referring to the production standards of the specific brands. They take into account the special characteristics and quality of the models, materials and handicraft techniques required to make them, as well as the presence of serial codes.

What happens if you believe an item is not authentic?

Should we find elements that do not correspond to the manufacturing standards of the brand, the seller will be asked to provide proof of purchase or authenticity. If Lampoo is unable to ascertain the authenticity of the item, it will be rejected and returned to the seller, who will be responsible for covering the cost to ship it back. Should the seller not arrange return within 45 days, the item will be destroyed.

The seller bears sole responsibility for the authenticity of items and must be aware of the laws in force regarding counterfeit goods. Lampoo cooperates with the relevant authorities and monitoring agencies to observe and apply these laws and regulations.

In case we find elements that do not correspond to the production standards of the brand, Lampoo will ask the seller to provide proof of purchase or authenticity of the same. The seller is the only person responsible for the authenticity of the products and must be aware of the applicable laws regarding counterfeit products.

If Lampoo will not able to ascertain the authenticity of a product, Lampoo will make it available for return to the seller at cost and expenses of the latter. If the product will not be collected by the seller, at its own expenses, within 45 days from the notice sent to the seller, it will be destroyed

Lampoo's team works with the relevant authorities and control agencies for the respect and application of these laws and regulations.

What are your product acceptance standards?

We reserve the right not to accept any item that we consider inauthentic or whose origins we are unable to prove (to find out more about our authentication process, look here).

We will only accept items that we consider at our discretion fit for resale. In particular:

  1. All items with significant signs of wear will be rejected (broken items, prominent deformation and pilling, prominent stains and rings, larger than pin-size holes, non-professional alterations and customization).
  2. Items, shoes included, must be washed, clean and free of odours and ironed if garments. 
  3. As for shoes, we accept only those with negligible footprints, with no residues and personal foot beds.
  4. All items will need to have their brand label.
  5. We do not accept any prototype.

Once received, your item will be assigned one of the following condition levels:

- Like new with tag (in perfect condition with tag)

- Excellent (in perfect condition and without tag)

- Very good (moderate signs of wear)

- Good (visible signs of wear)

What happens if an item is rejected?

Once our team completes the authentication and quality control process, you will receive an e-mail notification. You can easily see the status of the items you’ve sent to us on your My Sales page. If one or more items have been rejected, it will be indicated on this page.

If one or more items have been rejected for reasons related to authenticity, please look here.

If one or more items are rejected because they do not meet the quality standards, they will be returned at your expense or donated to one of the charitable associations we work with.  You can choose either option for the specific item you have sent to us.    

How do I send my items to Lampoo?

To send us your items, just click the Sell Now button. Follow the simple instructions to choose either: 

  1. Free in-home pick up
  2. Free shipping 

In both cases, you’ll need to print the prepaid shipping label and affix it to the package. In the case of in-home pick up, you can choose the day and time slot when you want DHL to collect the package. If you would rather send it yourself, you can do so at a DHL Service Point. In this case too, we will pay for shipping. To find your nearest DHL Service Point, click here.

How do I package my items and what type of packaging should I use?

Place your items carefully in sturdy cardboard packaging and make sure to seal it completely. It is very important that the package does not get damaged or opened during shipping. As for the size of the package, please use a cardboard box that has a suitable amount of space to fit all of the items you are shipping.

What happens if my items are lost or damaged in transit?

Lampoo is liable for your items when the courier collects them if you have chosen in-home pick up, or when you hand over the package at a DHL Service Point if you have chosen to ship them yourself.

Should one of your items get damaged or lost during delivery to our premises, in our warehouse or during delivery to the buyer, it will be treated as sold and you will receive the percentage of earnings that would apply in that case.

When will my items be online and ready for sale?

Your items will be available for sale not later than ten days from the time they were shipped or picked up from your home. 

During this time, we will process your items by completing all the steps required for publication: authentication, quality control, setting the price, creating descriptive content and taking photos.

You can monitor the status of your items at any time on your My Sales page.

How long will it take you to sell my items?

This depends on many factors, the most important being the brand, product category, season and condition.

An iconic item in excellent condition from a brand in high demand not only sells very quickly, but has a guaranteed high resale value.

When can I consider one of my items sold?

An item is considered sold 14 days from when the buyer receives the item, providing the buyer has not exercised their right of return. 

Where can I check whether the items I have sent to you have been sold?

You can see the status of all your items, including sales, on your My Sales page.

How long does the consignment service last, and what happens if one of my items is not sold?

The consignment service starts the day that Lampoo receives your item and lasts 365 days. If your item is not sold in this period, you can request it be returned to you at no cost or that it be donated to one of the charitable associations we work with.

In some cases, subject to agreement by both parties, the service may be extended for a time period to be defined.

When and how can I request the return of my items?

You can request the return of your items at any time.

If the request is received within the first 90 days of the consignment service, the seller is responsible for covering the cost of return and a fixed commission fee of €25 for each item. After the first 90 days, Lampoo will bear the cost of return and the seller will not be charged commission fee.

How and when do you pay the earnings percentage to sellers?

We offer our sellers different payment method options:

  1. Store Credit is linked with each account: if you choose this payment method, you get an extra 5% on your earnings.
  2. Bank draft/cashier’s check (valid only in Italy, delivery fees charged to seller)
  3. Bank transfer
  4. PayPal

Payments will be issued on 10th of each month for sales confirmed (according to confirmed order receipt date) between 1st and 15th of the previous month, and on the 25th of each month for sales confirmed between 16th day and the end of the previous month. The amount of time it takes to receive payment varies depending on the chosen payment method.

A sale is confirmed 14 days after the buyer receives the item, providing the buyer does not exercise their right of return.

Where can I find the contract with all the terms and conditions governing the consignment service?

You can find the contract with all the terms and conditions that govern the consignment service at this link.

Can I sell items on Lampoo if I am a professional seller?

Yes.

Many second-hand luxury boutiques and other professional sellers work with Lampoo, effortlessly boosting their sales.

For more information on our offer for professional partners, please contact us by completing the form found at this link.

What payment methods do you offer to pay the sellers?

We offer our sellers different payment method options:

1. Site Credit is linked with each account: if you choose this method, you get a 5% increase in earnings. Alternatively, you can transfer the money through your preferred payment method.

2. Bank draft/cashier’s check (delivery fees charged to seller)

3. Bank transfer

4. PayPal

Payments will be issued on the 15th day of each month for sales made (according to confirmed order receipt date) by the 31st day of the preceding month, and by the 31st of each month for sales confirmed by the 15th day of the same month. The amount of time it takes to receive payment varies depending on the chosen payment method.

A sale is confirmed only 14 days after the date the buyer receives the item, providing the buyer does not exercise their right of return.

How does Site Credit work?

Site Credit is one of the payment methods for sellers. It’s like a virtual wallet you can use to make purchases.

How do I change my payment method, as a seller?

Go to the Payment Methods section of the user area. You can change your payment method here.

How do I register my cards for payment?

Go to the My Cards section of the user area. You can save your credit and debit cards here.

How do I remove a registered credit card?

You can remove a registered card at any time by clicking the X next to the card you want to remove in the My Cards section of your profile.

How do I sign up for your newsletter? What will I receive?

All you need to do to sign up for the newsletter is enter your e-mail address in the dedicated field at the bottom of our site. Our newsletter will keep you up to date on the latest news at lampoo.com and trends in the world of fashion and luxury.

How do I manage my Lampoo communication preferences or stop receiving communication?

Go to the My Profile section of the user area. You can manage your communication preferences here.

Why are there optional age and gender questions on the personal account page?

The better we know you, the better the shopping experience that we can offer you.

I’ve forgotten my password, how do I recover it?

Your password can be recovered quickly and easily: enter your e-mail address when you access the website then click on “Forgotten your password?”. An e-mail to reset the password will be sent straight away.