FAQS

Australia

The Azura Reborn customer service team will be happy to support you. You can contact us via email at buyback@azurafashiongroup.com, or by phone (see below). Please provide us with your submission number if you have one.

Customer Enquires: +6128599731

Address: PO BOX 215 Gladesville 1675

Yes, your item doesn’t have to be originally bought from Azura Reborn. If your item is on the list of accepted brands, you can sell it.

We'll send you a quote within 2 business days. If you haven’t received an email confirming your submission, or if it’s been longer than 2 business days since you received this email, please email us at buyback@azurafashiongroup.com, or by phone (see below). Please provide us with your submission number if you have one.

Customer Enquires: +6128599731

Address: PO BOX 215 Gladesville 1675

The price quoted will be based on its resale value, condition, and style. Typically our customers receive between 30 - 60% of the original retail value, though this can be higher (for in-demand items / items in pristine condition) or lower (for less popular items / items that aren't in perfect condition). The price you’re quoted is the amount of money you’ll receive in Azura credit - no commission, no costs!
We make our best effort to give you a competitive price, and we regularly benchmark the second-hand handitem market prices to ensure our customers receive the best price for their item(s).

No, the price that you are quoted is the amount that you’ll receive in Azura credit.

We try to offer competitive trade-in prices so we hope that you’re happy with your quote. If not, unfortunately at this time all prices offered are final and are not subject to further negotiation. If you are not happy with your quote you can reject it by clicking "reject" on the offer page you were sent via email.

No, once you send your item(s), the price will remain unchanged.
However, when we receive your item(s) at our warehouse for physical inspection, if we find that it’s condition is materially different to what we were expecting based on the photos you submitted we will be unable to accept the item(s) and will return it to you (at no cost to you). This situation can be prevented by providing accurate photos and information about your item(s) in your initial submission.

Quotes are valid for 14 days. If you're happy with our offer, we recommend accepting it as soon as possible to avoid missing out.

Our price offer is based on the photos you send us. Additional photos are sometimes needed to ensure we give you an accurate quote. In other cases, the photos submitted may not be clear enough for us to properly assess the condition of your item(s).
If we’ve asked you to submit more photos, we’ll only be able to provide you a quote once those photos have been received.

If we need additional photos we’ll email you to tell you which photos we need. You’ll just need to reply to the email with the requested photos attached. Once we receive these we’ll review them and then send you a quote.

We’ll assess the condition of your item(s) from the photos you submit, and then by physically inspecting your item(s) at our warehouse. For a better understanding of our condition criteria you may check our condition guidelines.

You can use the following dimensions:
XS: 20 x 17 x 13 cm
S: 25 x 19 x 15 cm
M: 30 x 21 x 17 cm
L: 35 x 23 x 18 cm
XL: 40 x 25 x 19 cm

You can see both current and past submissions on “My Quotes” on the Azura Reborn website. Please note: quotes that have been canceled, and offers that have been rejected, will not be visible under the "My Quotes" page.

Once you’re ready to send us your item(s):
Empty your item of its contents
Wrap any exposed hardware in tissue paper or bubble wrap.
Make sure your item is in a condition you’d like to receive it in.
Package your item securely in an appropriately sized box.

You can find your shipping label by logging into your account on the Azura Reborn website and navigating to the “My Quotes” page.

To reschedule a collection sign in to your account on the Azura Reborn website, go to My Quotes, and click the reschedule collection button next to the relevant order.

It normally takes between 2 to 10 days for us to receive a item depending on your location. Shipping delays may occur over the weekend, during holidays, peak periods, and pandemics. You can track your item(s) using the information provided under the “Is there a way of tracking my item?” question above. Additionally, if you log into your account on the Azura Reborn website and go to “My Quotes”, you’ll also be able to see the status of your item(s).
We’ll notify you via email once your item has been received.

It normally takes between 2 to 10 days for us to receive a item depending on your location. Shipping delays may occur over the weekend, during holidays, peak periods, and pandemics. You can track your item(s) using the information provided under the “Is there a way of tracking my item?” question above. Additionally, if you log into your account on the Azura Reborn website and go to “My Quotes”, you’ll also be able to see the status of your item(s).
We’ll notify you via email once your item has been received.

It sometimes takes longer than expected to deliver parcels, particularly at peak times, or during pandemics. You can track your item(s) using the information provided under the “Is there a way of tracking my item?” question above.
If you believe your item(s) may be lost and there have not been any updates on it’s shipment status for more than 3 days, contact our customer service team (see below for details).

Email: buyback@azurafashiongroup.com

Customer Enquires: +6128599731

Address: PO BOX 215 Gladesville 1675

Unfortunately once you’ve accepted our quote and sent us your item(s), we are unable to return them. We only proceed with orders once you have accepted our quote.

You’ll receive an email from us if your item(s) don’t pass our verification process. Your item(s) will then be shipped back to the pick-up address free of charge. When the item(s) are delivered we’ll require a signature for tracking confirmation. This situation can be prevented by providing accurate photos and information about your item(s) in your initial submission.

Your item(s) may not pass our verification process if it’s different from what was expected based on the photos and information that you submitted. This can be prevented by providing accurate photos and information about your item(s) in your initial submission.
Examples of reasons for rejection include:
Item condition is different than the initial photos or description suggested.
Item has damages or is missing hardware which were not disclosed in the initial submission.
Item has an odour which was not flagged in the initial submission.
Authenticity cannot be confirmed.

We work with in-house and third-party experts to ensure the authentication of the item(s) we receive. We have a rigorous process to ensure that all item(s) meet our authenticity standards.

You’ll be paid in Azura credit. This will be generated as an eGift card as soon as we have received your item(s) and it has successfully passed our verification process.
Azura credit is store credit. It can be used to purchase any items online at azurareborn.com or azurarunway.com.You can choose to spend it all at once or across several purchases. There is no time period in which you have to spend your Azura credit as they have no expiration date.

If you haven’t received your Azura credit yet, it is likely that your item(s) are still being reviewed. You’ll receive an email notification as soon as your payment has been processed.

Unfortunately Azura credit is not transferable.

Your Azura credits have no expiration date.

Please contact buyback@azurafashiongroup.com and we will be able to advise.

No actions are required from you other than apply your Azura eGift card credentials checkout on your next purchase, and your credits will be automatically deducted.