FREQUENTLY ASKED QUESTIONS

For handbags and leather goods, we use Entrupy and Legit Grails. For all other product categories, authentication is performed through Legit Grails. The authentication fee is €25, and €125 for Hermès Kelly and Birkin bags. Authenticated ItemIf an item is confirmed as authentic, the order is shipped normally and the authentication certificate is available directly in your My Orders dashboard. "Unable to Verify" or "Not Supported" ResultIn some cases, during the authentication process with Entrupy or Legit Grails, the following results may appear: • "Unable to Verify" • "Not Supported" This does not mean that the item is counterfeit. It simply means that the authentication solution cannot confirm authenticity with sufficient certainty. This may happen for several reasons, including: • the item is not yet referenced in the database; • the model or material is not sufficiently represented in available references; • the item has been restored, repaired, or modified; • the product shows major wear or damage; • the serial number is missing or difficult to read; • special editions or atypical constructions; • image quality issues (lighting, angles, resolution); • the condition of the item prevents a reliable analysis; • or other technical limitations. Important: a "Not Supported" result is not a negative authentication result. It simply means that the tool used cannot provide a sufficiently reliable conclusion. Inconclusive AuthenticationIn this case the item is automatically escalated to: • a human inspection; • or a second level of verification by our internal expert team. Our experts will manually review the item and may issue a complimentary The Brand Collector (TBC) certificate. If the item is subsequently confirmed as authentic by our internal team: • the order will be shipped normally; • the TBC certificate will be provided by our customer service team; • any Entrupy / Legit Grails authentication fees will be refunded as store credit directly to your customer account, usable on a future order. Authentication performed directly by The Brand Collector is never charged. Non-Authentic ItemIf an item is identified as non-authentic, it will never be shipped and a refund will be processed in accordance with our refund policy.

Once you receive an invoice, you have up to 72 hours to process the payment. If payment is not completed within this timeframe, your account will be blocked, and your access to our platform will be restricted. Accepted payment methods include: Bank transfer Credit card (please note that an additional processing fee may apply depending on your business location) If you have an active credit note, it will be deducted from your next invoice. Please keep in mind that credit notes are valid for 12 months from the date of issuance.

All items listed in The Brand Collector catalog and auctions are considered final sale. Returns are only accepted under the following circumstances: The item does not match its description or photos, or The item is declared counterfeit by a certified third-party expert. If one of these situations occurs, you must submit a claim through our Return & Claim Policy section within three days of receiving the item. Our After-Sales Service will review your request as quickly as possible. A financial compensation or refund will be issued based on the decision of our After-Sales team and our auction partners. Please note that sales outside the European Union are not eligible for returns, unless the item is declared counterfeit by a certified third-party expert.

Yes, we ship worldwide. Standard shipping is free on orders over €1,000. For international customers, please note that import duties, taxes, and customs charges are not included in the item price for DAP (Delivered At Place) shipments. We strongly recommend checking with your local customs office to understand any additional costs before ordering. Buyers are fully responsible for any fees required to release the shipment from customs upon arrival. Please note that some countries restrict the import of items made from exotic materials. It is the buyer's responsibility to ensure compliance with local regulations. We currently do not ship to Belarus or Russia until further notice.

The condition of our products is classified according to the following scale: Brand New: Unused product in perfect condition, with or without tags, or in original packaging. Excellent: No minor defects, stains, rubbing, or any identifiable signs of wear. Very Good: No holes, stains, rubbing, or visible wear marks. Minor signs of use may exist but are not easily noticeable. Good: Slightly visible stains, rubbing, or wear marks, but the item remains in overall good condition. Fair: Multiple visible stains, rubbing, or wear marks. Please note that broken or torn items are not sold by The Brand Collector. Product images, descriptions, and condition grades are provided together to help you accurately assess whether an item meets your requirements. We strongly recommend reviewing all three elements before requesting an item.

Use the size charts below to convert Ready-to-Wear sizes between regions for tops and pants. Please note that sizing may vary significantly depending on the brand, designer, age, and cut of the item. We strongly recommend reviewing the listed dimensions in the item description carefully for accuracy.