FREQuently asked questions
Everything you should know before placing your order.
We believe in complete transparency. From how we source our products to authenticity, shipping, returns and our physical stores, here are the questions we’re asked most often.
How do I know your business is genuine?
We have been in the luxury surplus business for 12+ years and have two physical stores in Jaipur. We are not an anonymous online-only seller. You can visit us, see the products and experience our business physically.
Is this an online-only business?
No. We have physical retail stores in Jaipur alongside our online business. Our online store is simply another way for customers to shop with us.
What exactly do you sell?
We deal primarily in surplus luxury products across fashion, accessories and other categories. Our products come through surplus and secondary-market sourcing channels rather than the conventional luxury retail distribution route.
What does “surplus” mean?
Surplus refers to genuine products that remain outside the conventional retail cycle. This can include excess production, overstock, cancelled orders, excess inventory, discontinued lines, export surplus, display inventory and other products that were manufactured but did not ultimately enter regular retail. Surplus describes the product’s route to market, not that it is fake or defective.
Why are your prices lower than regular retail?
Our sourcing model is different from traditional luxury retail. Because we source surplus and secondary-market inventory, we don’t follow the complete conventional retail chain. This allows us to offer selected products at significantly lower prices than their original retail positioning.
Are surplus products the same as factory seconds?
No. Surplus and factory seconds are different. Surplus generally means excess or unused inventory. Factory seconds specifically refers to products that may have manufacturing imperfections or have not passed a particular quality-control standard.
Are your products authentic?
We deal in genuine surplus products and stand behind the authenticity of products where there is an objective way to verify them. However, not every product has a serial number, NFC chip, authentication database or machine-readable identifier. For those products, authenticity is assessed through the product itself, including its materials, construction, craftsmanship, hardware, finishing and detailing.
Can you provide proof of authenticity?
Where a legitimate verification system exists, yes. For example, products with NFC technology, serial numbers, verifiable codes, identifiable watch movements or other manufacturer-specific identifiers can be checked through the relevant methods. For products without such systems, there is no universal certificate or online database that can conclusively authenticate them. We prefer to be transparent about this rather than provide a generic “certificate” that doesn’t actually prove anything.
What about products like bags, clothes and accessories that don’t have NFC or a serial number?
Not every luxury product has a digital authentication system. For these products, authenticity comes down to the physical product itself: materials, stitching, construction, hardware, finishing, proportions, labels and overall workmanship. Someone familiar with the original product will often recognise these characteristics through direct handling and comparison.
Can I get the product independently authenticated?
Yes, you are welcome to have your purchase independently inspected if you wish. However, third-party authentication is not available or conclusive for every product category, which is why we never claim that every product can be authenticated through an app or online database.
Do your products come with original brand packaging?
It depends on the product. Because surplus products can enter the secondary market at different stages of the supply chain, some may come with original boxes, tags, dust bags or packaging, while others may have different or incomplete packaging. Packaging can vary and is not, by itself, proof of authenticity.
Can I trust ordering from your website?
We understand the concern, especially with online fraud becoming increasingly common. That’s exactly why our 12+ years of physical business and two Jaipur stores matter. We have an established offline presence, and our online store extends that existing business rather than operating separately from it.
When will my order be shipped?
Orders are processed and shipped according to the shipping timelines mentioned in our Shipping Policy. Once your order is dispatched, you will receive the relevant tracking details.
What if I receive a product with a manufacturing defect?
If a manufacturing defect is identified, we will provide an exchange, subject to our return and exchange policy. To make a defect claim, an opening video is mandatory. The video must be recorded before opening the parcel and should clearly capture the package from the beginning.
Why is an opening video mandatory?
The opening video protects both the customer and us. It establishes the condition of the parcel and product from the moment it is received and helps us fairly investigate any damage, defect or discrepancy.
Can I return or exchange my order if I simply change my mind?
Returns and exchanges are subject to the conditions and timelines mentioned in our Return & Exchange Policy. Please review the policy before placing your order.
What if the product looks different from what I expected?
We make every effort to represent products accurately through photographs and descriptions. However, colours can appear slightly different depending on lighting, photography and individual screen settings. We recommend carefully reviewing the product images, description and details before placing your order.
Why are some products available in limited quantities?
Surplus inventory is often limited and irregular. Unlike conventional retail, we cannot always restock the same product, colour, size or model once it sells out. If you find something you love, it may genuinely be a limited find.
Will I get the exact product shown in the pictures?
Yes, unless the listing specifically mentions otherwise. Product images and descriptions are provided to represent the item being sold. Any relevant variations will be mentioned in the product listing.
Why don’t you have every size, colour or variant?
Because we deal in surplus inventory, availability depends on what is available through our sourcing channels. We don’t manufacture the products ourselves, so quantities and variants cannot always be replenished on demand.
Can I visit your physical store before buying online?
Absolutely. We have physical stores in Jaipur, and customers are welcome to visit us and experience our products and business in person.
Why should I choose surplus instead of buying from regular retail?
If your priority is getting access to luxury products at significantly lower prices, surplus can offer exceptional value. The trade-off is that availability, packaging, tags, season and distribution history can differ from conventional retail.
What should I understand before buying from us?
Our model is simple: Luxury products. Surplus sourcing. Better prices. Complete transparency.
We will always tell you what we can verify, what we cannot independently verify, and what to expect from a surplus product.
If you are comfortable with the surplus model and understand that not every product has a digital authentication system, you can shop with confidence.
If you require every product to come with a brand-issued certificate or third-party authentication result, our model may simply not be the right fit for you. And we’d rather tell you that upfront than make promises we cannot substantiate.