Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
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Last updated: Jun 2025

- Order & Shipping -

Do you ship internationally and how much is the shipping fee?

Yes, we ship globally to over 100 countries via DHL Express. Shipping is free of charge.

How long will it take to receive my order?

Orders are typically shipped within the same or next business day. Delivery usually takes 5-7 business days, though this can vary by destination country and may sometimes be quicker. Please be aware though, that unforeseen circumstances (e.g., customs delays, logistical issues) may impact delivery times.

How do I track my order?

Your DHL tracking number will be sent to you via email and displayed on your account page after your order has been processed.

What if I didn’t receive my item?

You can track your delivery using the provided tracking number and inquire directly with your local DHL service. If you encounter any issues receiving your item, please contact us at support@hivepreloved.com We will be happy to confirm the delivery status and assist you.

How can I change or cancel my order?

Once the shipment confirmation email has been sent, we are unable to make any changes to the delivery destination. If you wish to cancel your order, please contact us at support@hivepreloved.com

- Exchange & Return -

What is your return policy?

We accept returns within 30 days of your order's delivery date, provided the items meet the conditions outlined in our detailed returns policy. Please refer to our returns policy page for full eligibility criteria and procedures.

Can I exchange an item?

We do not offer exchanges of items. Our policy focuses solely on returns.

- General Questions -

Are the items authentic?

Our items are exclusively sourced from government-authorized second-hand auctions in Japan, where only authenticated goods are sold. In addition to this initial vetting, every piece undergoes a thorough authentication process by our in-house experts before being listed on our site.

Will I be charged import duties + tax?

Yes, your local customs office will charge import duties and taxes once the parcel arrives in your destination country. These are not included in the product price and are your responsibility to pay. DHL will reach out to you with instructions for payment. We cannot control these fees, as customs policies and tax rates differ by country. For detailed information, we recommend contacting your local customs office.

Which payment methods do you accept?

We accept Apple Pay, Google Pay, PayPal, and credit card payments from American Express, Visa, Mastercard, and JCB.

Why do identical models have different prices? 

The prices of our items reflect their unique characteristics, including design, vintage, and condition. As we specialize in high-end, pre-owned luxury goods with only one SKU per premium product, these factors contribute to the individual pricing of each item.

Do you take offers on pricing?

We're unable to accept offers on pricing, as our items are already listed at their best value. However, you can enjoy 10% off your first order by signing up for our newsletter. Just find the banner in our site header to register your email!

Do you sell wholesale?

Yes, we offer wholesale discounts for orders of 5 items or more. Discount rates vary from 20-35%, depending on the volume and items. If you share your wishlist (there's a menu button to share the link on your wishlist page), we will get back to you with a quote. Please send your application through our wholesale page: https://www.hivepreloved.com/pages/wholesale .