luxuryexchange.ie Avis 

I initially purchased from them because they position themselves as bringing affordable luxury to Ireland and promoting a strong community ethos. Unfortunately, my experience has been very disappointing.

Several items I received were in poor condition, including pieces that were dirty inside and out. I have also received higher-end items that appeared to have been altered or repainted, which was not disclosed at the time of purchase. In one instance, I later discovered an item I purchased was not authentic.

Over time, I experienced multiple serious issues, including concerns with a Chanel Classic, a Chanel Jumbo, a Hermès Kelly, and a Cartier watch that arrived poorly packaged and with visible issues. These were significant purchases, and the overall standard did not reflect what I would expect when buying luxury goods.

Customer service has also been extremely disappointing. Communication has at times felt dismissive, and resolving concerns has been unnecessarily difficult and stressful.

After several subpar purchases and repeated service issues in 2025, I have decided not to buy from them again. I would strongly encourage others to proceed with caution and do thorough due diligence before purchasing.

Unprofessional, rude and blocked from there account with no explanation. Email sent seeking an explanation regarding their treatment. Awaiting a response.

I would urge buyers to read the negative reviews here prior to purchasing- I wish I had. Don't be fooled by the sweet online appearance this business conveys because the minute you have a query or need help with something you will get extremely nasty responses & be blocked and ghosted. Despite all the online portrayal of loving the "lux" community and how loved all the buyers are the minute you have a problem you are blocked. Items sold are not as they are described even if you specifically ask about certain elements of condition they are described as perfect and when you receive your item it's clearly not. I was actually so shocked at the extremely appalling aftercare service this company provided- highly unprofessional blocking customers who need to communicate about purchases which let's face it aren't cheep. I would urge buyers to buy from the more reputable companies who actually have established business and who don't behave like scammers blocking customers once they have your money.
In response to the below reply I did reach out to you via several different methods as you persistently ignored any communication from me and then you blocked me on your social media accounts for doing nothing only trying to communicate with you and get a reply - as an allegedly "professional " business this behavior is extremely juvenile and unfair to customers who have paid out good money and are receiving inferior quality products which are not in the "excellent " condition they are being described as. It's very true what the other buyers are saying once you have the money that's the end of any communication from you. You should really be ashamed of the way you treat people it's appalling you come on here then asking for information that already has been provided numerous times and ignored ??

I purchased a Mulberry bag from Luxury Exchange after being assured it was in “pristine condition.” The ordering process was smooth, and I received a payment link promptly, which initially gave me confidence in their service.

However, when the bag arrived, it was the wrong item. After several messages, I was informed this was an error on their part and that a replacement would be sent. Unfortunately, the replacement bag was in extremely poor condition — dirty, damaged, and even contained rubbish inside.

I immediately contacted the company to explain that I had received both bags and requested to return them, but despite multiple follow-ups since February, I have yet to receive any response.

My advice: don’t be tempted by the lower prices. Opt instead for reputable physical resellers in Dublin — they may charge slightly more, but their customer service and product authenticity are genuinely worth it.

****Edit 23/02 - I have verified my purchase with trust pilot.

Luxury Exchange has the worst Customer Service among the Preloved Online shops I've encountered both in Ireland and the EU. They are lightning quick when you are buying, but the moment you reach out to raise a concern, you are simply ghosted and ignored; this despite my numerous attempts to reach out to them by email and through their IG Business chat and despite informing them I was going to be out of the country hence I needed to return the item.
The item which was the subject of dispute was a Chanel Tote that Cait described on her IG live as 'perfect", followed by a message from them saying the interior of the bag was in 'mint condition', 'you will never get a Chanel caviar tote in this price'. Indeed very engaging! I paid the item by deposit as she does encourage it and also I had purchased another item from them around the same time. In all fairness, the LE terms and conditions say you cannot return an item paid by deposit. I emailed them as soon as I received the item for it was far from perfect and far from mint condition (followed all the instructions for Returns -notice within 24 hours of receipt- and politely asked if I could return or exchange the item). They only replied once by asking me if I would like for them to buy it back; when I asked how much they would buy it back for, that was the end of the two-way engagement. After two weeks if being ghosted, I consulted the Consumer and Competition Protection Commission, who informed me of my rights and LE's responsibilities as online sellers. One of the things mentioned to me by CCPC is that online sellers are obliged to give accurate description and if the item turns out otherwise, they are obliged to refund me the money even though the item was paid in deposit; CCOC also noticed a lack of information on the LE Website of their Returns address for transparency. CCPC advised me to reach out one more time to LE, which I did, only for Cait to reply 'I am extremely disappointed you have taken those steps', 'I have dealt with a lot of complaints and I win each time'. This kind of attitude is a far cry from the person you see on the IG Live, so don't be fooled by her promise of 'I will look after you guys', she will only do that if you were buying, but you mean nothing to her once you raise a concern. As she was forced to give me their return address, she instructed me to return the item within a certain time frame, but at that point I had made up my mind to have nothing to do with LE. The bag is in consignment in some other more professional Preloved shop in Dublin. I will not recover my money from this whole fallout with LE but these shops in Dublin have far better track record of Customer Service (by the way, upon evaluation of the Chanel tote bag, I was told by the consignment shop the handles were damaged, no wonder they kept falling off my shoulders! And yet Cait insisted that the item was in perfect condition!). Two weeks before I raised a complaint, Cait also posted in her IG about a so-called 'Returns Lady' and threatened to name that customer, so when I raised my concern via IG I tried to be as polite as I could but still got the same treatment from LE.

Purchased my first item with the lads and I can really feel that they love what they do and they genuinely want the buyers to get theirs money’s worth. The bag’s condition exceeded my expectations. I think I might be converting to pre-loved now.. Looking forward to more transactions with Jack, Cait and Cillian. Thank you very much.

Awful experience with Luxury Exchange as both a buyer and a seller.

Chanel bag was purchased in “excellent condition”. Arrived with a broken strap. Took weeks of chasing to get a reply and resolution.

Seems to focus more on outdoing the more established competitors with social media clout and Instagram posts rather than focusing on customer experience and quality products.

I recently purchased a vintage Chanel bag from Luxury Exchange following an Instagram Live sale. The bag arrived four days later, complete with a Chanel authenticity card. However, I was immediately alarmed to discover that the bag I received was the exact same as a bag that was actively listed for sale on Vestiaire Collective by a reseller in Bulgaria, having the identical authenticity card number.  This listing even had an offer in progress at the time.
 
Naturally, this raised serious concerns about my purchase. I immediately contacted Luxury Exchange via direct message, providing photos of both my bag and authenticity card alongside screenshots of the Vestiaire Collective listing. While my message was read and there was some indication of typing, I received no reply. Shortly thereafter, the duplicate Vestiaire Collective listing was removed.
 
On two occasions since I reached out, Luxury Exchange committed via their Instagram stories to replying to all outstanding customer messages by end of day. I received no response on either of those days. I politely followed up after 9 days and again after 13 days of silence, to provide further opportunities to respond and allowing the benefit of the doubt. Two weeks have now passed since my initial query, and I have not received any communication from Luxury Exchange.
 
A simple acknowledgment and explanation would have gone a long way towards reassuring me about my purchase. Luxury Exchange's failure to address my legitimate concerns is deeply unprofessional and has shaken my confidence in their business practices. This "ghosting" behaviour is unacceptable, particularly when dealing with high-value luxury items.
 
Based on this troubling experience, I cannot recommend purchasing from Luxury Exchange. I urge potential buyers to exercise extreme caution.  While I had hoped for a positive experience in supporting an Irish business, the appalling customer service has left me extremely disappointed. Please consider buying from other resellers who prioritise customer service and transparency.

I have both sold and bought items from Luxury Exchange since the beginning and there is a reason that there are so many loyal repeat customers and that is Cait. She is not only genuine, enthusiastic and extremely pleasant to deal with but she really has her clients best interests at heart. She is always 100% honest about the items she is selling regarding their condition etc and the price point is always fantastic. She is extremely hard working, along with Cillian and the rest of her team but it is the fact that she is so trustworthy and is so knowledgeable regarding the items she sells is what keeps bringing me back. I'd 100% recommend Luxury Exchange.

Received my fur gilet promptly
Was even better IRL when I received it
Will be a repeat customer

Excellent service 🤩! Bought my girlfriend a lovely LV handbag for her birthday recently. Amazing price and quality, happy days!
Looking forward to the men’s room 👀

Absolutely fantastic experience from start to finish! The team at Luxury Exchange was professional, friendly, and incredibly efficient. I was impressed by how seamless the process was — everything was well-communicated at every step of the way. The product I received was in impeccable condition, exactly as described, and beautifully packaged. It’s clear they take pride in delivering high-quality service and goods. I wouldn’t hesitate to recommend them and will definitely be back again. Thanks for making luxury shopping feel so easy and trustworthy!

I bought my first ever Chanel bag (then 3 more) and my first Cartier watch from Luxury Exchange! I've loved everything that I have bought! It's honestly one of my favorite pages to follow! Cait has such positive energy and the daily posts seriously make my day. You can tell she truly loves what she does! And it shows in every story, drop, and interaction.
Highly recommend if you're looking for designer gems and good vibes!

Excellent customer service and social media content. Website is intuitive to use and payment and shipping is straightforward. Couldn’t ask for a better service!

An amazing experience purchasing from luxury exchange, it was very personal from the beginning I will definitely be buying from them again. Thanks guys

I bought a beautiful vintage Chanel bag from Cait in luxury exhange . She was so helpful,I wanted to make sure what I was buying was in really good condition. I am so happy with my new Chanel , it was In fantastic condition. I would highly recommend Luxury Exchange and will definitely buy again from Cait . Thank you 💕 xx

I have always wanted to own a Chanel bag and I am so glad I trusted Cait and her team to help me make such a special purchase. She is a pleasure to deal with and is so knowledgable about the bags. I found the customer service excellent. They were quick to respond to my multiple questions both before and after my purchase arrived. I am delighted with my bag and I have since made a second purchase which is also beautiful. I am looking forward to shopping with them again soon.

First of all I think it is important to state I only give reviews if absolutely worth it and this is 100% true in the case of Luxury Exchange and here's why: since discovering this business/company over a year and a half ago, I have been incredibly impressed by the sheer dedication; work ethic; knowledge; fantastic personalised customer service; obvious care & passion for what they do; amazing &
unbeatable price points and a simply amazing range of top quality products. Cáit is outstanding in every way, always such a pleasure to deal with that makes the process so easy and the customer feel so valued. She is so knowledgeable; passionate; dedicated and genuine and really cares about the work she does and importantly the customer. She replies promptly and gives the best advice always spot on from her vast experience and knowledge and is so trustworthy. She really knows her stuff and is completely genuine. From the incredible selection of luxury preloved items of bags; shoes; clothing; other accessories inc sunglasses, jewelry etc. they are fantastic in terms of condition, variety of brands, simply amazing price points which are unbeatable in the pre loved luxury sector in my view, while at the same time do not comprise on the high quality. They range from the very high end to inbetween with something for everyone. The personal touch is everything and rare in business these days. I feel it makes the customer/client feel so appreciated and part of a community though this is an ever expanding and rapidly growing business, a testament to their outstanding products; prices; customer service; and consistent communication with customers via social media and/or Whats App and Email as well, which I find so useful; informative; reasuring; interesting/engaging and enjoyable. Regular Instagram Lives which I absolutely love; posts; stories; reels; vlogs; YouTube and Ticktock are part of this. They have and continue to source incredible products and often take customers along virtually (via Instagram mainly) on their buying trips so I personally always feel part of it which is so insightful, and interesting. I have no hesitation recommending this company and would like to point out I am in no way related to them. I am simply writing this of my own accord and my personal experience and trully feel it is deserved. I know from my own experience as a customer there can be different experiences and this has been (since my 1st time shopping with them) and continues to be entirely positive. I keep going back for more and that says it all really. I'm always so excited when a package arrives and I love the extra little touches which Cait adds such as the perfume spray and its scent that greets me on opening the package is so lovely.

All the above is why I have given this business a 5 Star Review and I rarely do that but it is well deserved.

Clare O Riordan

I’ve bought bags and sold bags with Luxury Exchange over the last 2yrs and have to say I’ve been delighted with everything. Would highly recommend to anyone who loves designer items at really good prices!!