About Azura Reborn
What is Azura Reborn?
Azura Reborn is a resale service that enables you to sell designer items in exchange for Azura credit.
What countries is this programme available in?
Australia
Who can I contact if I have any issues or additional questions?
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
Getting and accepting a quote
What brands are eligible?
We currently only accept handitems from a selection of luxury brands. You can see the brands that we accept on our submission form, which you can find by selecting the “Brand” drop down on this page of the Azura Reborn website.
Unfortunately we aren’t currently able to accept other leather goods, e.g. purses & belts.
Can I sell a item that I didn’t originally purchase on Azura Reborn?
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.
I've submitted my item(s), when will I receive my quote? Why have I not received it yet?
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
How is the price I'm quoted for my item(s) determined?
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).
Will any fees be subtracted from the price that I am quoted?
No, the price that you are quoted is the amount that you’ll receive in Azura credit.
What happens if I'm not happy with the price quoted?
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.
Can the original price I'm quoted change after you receive my item(s)?
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.
How long is my quote valid for?
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.
Why have I been asked to send additional photos?
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.
How do I send in additional photos?
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.
How will Azura Reborn assess the condition of my item(s)?
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.
How do I know what size category my item(s) falls into?
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
Where can I see my previous submissions?
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.
Sending Us Your item(s)
How do I send my item(s) to azura? Are there any shipping costs?
Once you’ve accepted your quote, we'll ask you to schedule a free collection for your item(s). This is a free service provided by Azura Reborn. Please note, the acceptance process is not complete until you've scheduled your collection. Once your collection is scheduled, we'll send you an email confirming your collection details, plus a link to the shipping documents you need to print. You can also find these shipping documents by signing in to your Azura Reborn account and visiting the My Quotes page. For instructions on how to prepare your item for this service, see the Packaging Instructions on the My Quotes page.
How should I package my item(s) for collection?
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.
Where can I find my shipping label and shipping instructions?
You can find your shipping label by logging into your account on the Azura Reborn website and navigating to the “My Quotes” page.
How do I reschedule my collection?
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.
Is there a way to track the shipment status of my items?
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.
Where is my item? How will I know when you have received it?
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.
What happens if my items is lost?
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
What if I change my mind and decide that I want my item(s) to be returned?
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.
Item Verification Process
What happens when you receive my item(s)? How long does the process take?
When your item(s) arrive at our warehouse we’ll send you an email. Your item(s) will then go through our verification process, which can take up to 10 business days. As soon as your item(s) has been successfully verified, your Azura credit will be applied to your Azura Reborn account.
What happens to my item(s) if it doesn’t pass your verification process?
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.
Why would my item(s) not pass the verification process?
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.
How do you authenticate item(s)?
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.
Getting Paid for Your item(s)
How long will it take to get paid?
You will receive your Azura credit via an eGift card as soon as we have successfully received and verified your item(s). Once your item(s) have arrived at our warehouse you should receive your credit within 10 business days. If you haven’t received your credit within this timeframe please contact us at buyback@azurafashiongroup.com.
How will I be paid? What is Azura Credit?
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.
Why haven’t I received my Azura Credit yet?
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.
Can I transfer my Azura Credit to family or friends?
Unfortunately Azura credit is not transferable.
How long will my Azura Credit be valid for?
Your Azura credits have no expiration date.
How can I see how much credit I have?
Please contact buyback@azurafashiongroup.com and we will be able to advise.
How do I use my credit?
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.