FAQ
1. Where are your products shipped from?
All orders are shipped directly from our partner warehouses within the European Union. This allows for fast and efficient delivery, with no additional customs charges for EU customers.
2. How long does delivery take?
Delivery times vary depending on your location:
EU countries: 3–7 business days
Once your order is shipped, you will receive a tracking number via email.
3. Do you ship internationally?
Unfortunately no. We ship our products only in the European Union. You can visit our page Shipping for more details.
4. Are your products authentic?
Absolutely — every item sold on PrivéPolai is 100% authentic and sourced exclusively from trusted and verified luxury distributors.
We understand how important authenticity is when purchasing designer fashion, which is why we implement a strict vetting process when selecting our suppliers. Each product undergoes thorough quality control and authentication procedures to ensure that what you receive is genuine and meets the highest standards of luxury.
Here’s what we guarantee:
✅ Original designer products – no replicas, fakes, or “inspired by” items
✅ Manufacturer tags, labels, and packaging included
✅ Serial numbers or authenticity codes where applicable (e.g., for bags, watches, and accessories)
✅ Compliance with EU regulations for brand resale and consumer protection
We are committed to offering a premium shopping experience based on trust and transparency. If you have any questions about a specific product’s origin or wish to verify details, feel free to contact us at info@privepolai.com before placing your order.
Your confidence means everything to us — and we stand behind the authenticity of every item we sell.
5. Can I return an item?
Yes, we offer a 14-day return period from the date of delivery. Items must be unused, in original condition, and with all tags attached.
Please visit our Returns & Exchanges page for full instructions.
6. How do I know if my order was successful?
You will receive an Order Confirmation email immediately after completing your purchase. If you do not see the email, please check your spam or junk folder.
7. Which payment methods do you accept?
We accept the following secure payment methods:
Visa, Mastercard, Maestro, American Express
PayPal
Apple Pay / Google Pay
All transactions are encrypted and secure. For more details, visit our Payments page.
8. How do I contact customer service?
You can reach us anytime at info@privepolai.com. We respond to all inquiries within 24 hours on business days.
9. Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track your orders, manage returns, and save your details for faster checkout.
10. Can I change or cancel my order after it's placed?
If your order has not yet been processed or shipped, we may be able to modify or cancel it. Please contact us as soon as possible at info@privepolai.com.