Pineapple Luxury Q&A
The goods will be shipped within 2 working days.
Before delivery can be canceled, after delivery cannot change any information or cancel.
If you want to cancel the order by mistake, please don't open the packaging and apply return within 30 days.
Except the following two cases, all open goods are deemed to been used and return applications are not accepted. Please consideration carefully before you order.
Only in these two situations can be returned ( if package been opened, the Pineapple Luxury tag has not been removed):
1: Receive unordered product, Pineapple Luxury sends the wrong goods.
2: If the goods are damaged due to improper transportation, please inform us. We will handle the return after verifying with the courier company, and we will bear all the losses.
3. If you need to return the item, please refer to our Refund Policy for details.
Because the characteristics of medieval goods are the same degree of wear and tear only one, so cannot be exchanged.
All Pineapple Luxury products are authenticated by third-party authentication companies Entrupy and Real Authentication. The authentication certificates will be sent along with the goods.
Entrupy and Real Authentication are recognized third-party authentication organizations in the second-hand luxury goods circulation industry.
For details, please refer to the official website:
https://realauthentication.com/About the order
Before delivery can be canceled, after delivery cannot change any information or cancel.
Please refer to the following process:
1. Take photos of damaged goods, outer boxes, sheets and damaged status;
2.Please send the captured images or videos to us via email at shop@pineappleluxury.com.
3. We will verify the information with the courier company based on the above data. After confirmation (this process will take approximately one week), we will initiate the return and refund procedure, and we will bear all the losses.
If you want to cancel the order by mistake, please don't open the packaging and apply return within 30 days.
Except the following two cases, all open goods are deemed to been used and return applications are not accepted. Please consideration carefully before you order.
Only in these two situations can be returned ( if package been opened, the Pineapple Luxury tag has not been removed):
1: Receive unordered product, Pineapple Luxury sends the wrong goods.
2: If the goods are damaged due to improper transportation, please inform us. We will handle the return after verifying with the courier company, and we will bear all the losses.
3. If you need to return the item, please refer to our Refund Policy for details.
Please submit return application within 30 days after received the goods and send it within 3 days after submitted the application. Exceed this deadline, if we still not receive the message of shipping tracking, the return cannot be accepted. Even if the goods we received, we will resend good and inform customer to pay the freight fee.
1: Accessories, Pineapple Luxury unique tags, commodity tags, outer boxes, etc. must remain same. The tag has never been disassembled, please use the logistics company which can track returning information .
※ Please note that the returned package should not be mixed with the customer's personal belongings or others.
2: If the returned goods we received, the return application will be invalid if the following conditions occurred.
The unique tag has been cut off or lost
There are stains, damage and odors on the goods;
The returned goods are not sent before deadline;
The belong items are damaged , stains , the ancillary products are lost, etc.;
The goods have been used, dried, cleaned and repaired;
The outer box of the product (packaging bag/packaging box, etc.) is damaged;
The returned goods (outer boxes, appendages, etc.) are different with before.
[Long-term leaving home/unknown address/refusal to sign] When the goods cannot be signed for any reason, according to the utilization rules, the customer needs to pay the shipping fee ,the re-send shipping fee also pay by yourself. After sent, the address cannot be modified or forwarded to other addresses. The storage period for international couriers may vary depending on your country. Please contact the local delivery courier company for consultation.
The cost all of re-sending the goods back to the customer shall be paid by the customer.
After receiving the goods, we will confirm the status of return goods.It will take about one week to inspect and identify returning . If confirmed return no problem , refund will be made immediately.
After order, the content cannot be changed.
After order, the goods will be arrange ship within 2 working days. Depending on the customer's country, the delivery time is also different, and it takes about 3-7days.
About delivery
The goods will be shipped within about (2 working days) .
*Orders within the United States will be shipped from Virginia and delivered by UPS.
*Orders outside the United States will be delivered by UPS, with the shipping address originating either from the United States or Japan.
*Due to logistical cost considerations, customers outside the United States cannot specify the initial shipping location. If you need to specify, an additional $50 express fee will be charged.
You can track the delivery status of packages shipped. Please enter the express tracking number in the "Track" position on the UPS official website.
No, we do not offer this service at the moment. However, you can find this service on the official UPS website, although it may require an additional fee.
Please check your front lawn or porch to see if you can find it. If you still cannot locate it, please contact us. We will reach out to the courier company to confirm if the package has been lost.
The specific amount of the tariff, it shall be approved by the customs of the receiving country. The customs enforcement rules of each country are different, and it is impossible to grasp the information correctly in advance and give guidance to customers
One order only one packing number.It is impossible to provide a combined packaging service with different order numbers.
About the account
Yes, it's free for all. You don't need to pay any other membership fee.
About the goods
All Pineapple Luxury products are authenticated by third-party authentication companies Entrupy and Real Authentication. The authentication certificates will be sent along with the goods.
Entrupy and Real Authentication are recognized third-party authentication organizations in the second-hand luxury goods circulation industry.
For details, please refer to the official website:
https://realauthentication.com/I'm sorry that we don't accept bargain.However, frequent customers or those purchasing multiple items at once can tell us your offer during our TikTok Live. We will adjust the price on the spot based on the actual situation.
At Pineapple Luxury, we mainly rank and sell products in 8 stages of "S", "SA", "A", "AB", "B" , "BC" , "C" , and "D" , according to the condition.
condition rank list
S / Unused
SA / Product in very clean condition, close to unused
A A / product in good condition with almost no scratches or stains
AB / Good condition with some scratches and stains
B / Products with a feeling of use such as scratches and dirt
BC / product with conspicuous scratches and stains and a strong feeling of use
C / To Quality and functional problems. Visible defects and smudge. Secondhand
D / Products with large scratches or stains, or items that interfere with use
* The rank is for the item itself, and does not apply to accessories, etc.
*The rank is based on our regulations, so if you are concerned about the condition, please contact us before purchasing.
* We do not accept any returns or exchanges due to complaints such as rank differences.
*Details of condition (damage, etc.) are not all information provided. Please note that there is damage other than the listed information.
According to the photography status and lighting environment, the physical object may have a slight chromatic aberration with the online photos. Please understand that we will not accept the return application for small chromatic aberration .
Sorry, gift packaging service cannot be provided.
About payment
When customer order and pay for credit card, our agency requests deduction from the credit card company. The specific deduction time shall be carried out in accordance with the regulations of the credit card company.
Yes we can issue a purchase detailed invoice.
According to the different platforms' activities, various discount coupons may be issued. Please refer to the rules of use of each platform. Pay attention to the deadline of the coupon, which cannot be used if expiration.One coupon for once punchers.
