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Frequently Asked Questions
Who is Prestige Fetch?
Prestige Fetch is an online luxury concierge: we select new, authentic pieces on your behalf from a vetted network of European wholesalers. Our promise: the best of the fashion houses, without waiting lists or compromise. Learn more about our story.
Where do your products come from?
Every piece is sourced through European wholesalers, shipped mainly from Italy, Germany, Spain and Sweden. No private sales, no unverified intermediaries: only documented supply channels.
Which houses can I find at Prestige Fetch?
Our selection brings together the most sought-after fashion and leather goods houses in the world. It evolves continuously: follow our new arrivals, or entrust a specific search to our Concierge.
Do you have a physical store?
Prestige Fetch is an entirely online experience, designed to bring you the best of European luxury wherever you are. Our Concierge remains reachable by phone and WhatsApp for guidance as personal as an in-store visit.
Is Prestige Fetch a trustworthy site?
Prestige Fetch is run by a business registered in France (SIRET 99198167100019), with its registered office at 78 avenue des Champs-Élysées in Paris. Payment goes through Shopify's secure checkout (card, PayPal, Apple Pay, Klarna), every order ships with tracking, and you have 14 days to return a piece free of charge. Should a dispute remain unresolved, you can refer it to the consumer mediator CM2C at no cost. Who we are, where our pieces come from and what we are not: everything is set out on our Our Model page.
Are your items new or previously worn?
New, without exception. Prestige Fetch offers neither second-hand nor vintage items: every piece reaches you never worn, with its original tags and intact protective packaging.
How do you guarantee the authenticity of each piece?
Every piece leaves our partner's warehouse with its original tags, packaging and batch documentation — we do not authenticate after the fact. Discover our authenticity promise.
How are my items packaged?
Unwrapping is part of the experience: your order travels in discreet, protective outer packaging that preserves your privacy, while the piece itself remains in its original branded box.
Do sizes match the houses' usual sizing?
We always state the size exactly as defined by the house. Unsure about a fit? Our Concierge is happy to advise before you buy.
Do you offer an authentication service for an item I already own?
No. Prestige Fetch offers exclusively the pieces sourced and verified through its own network; we do not appraise items from outside sources.
What payment methods do you accept?
Credit card, PayPal, Apple Pay and Klarna. All transactions are encrypted and secure.
Can I pay in instalments?
Yes, via Klarna or PayPal, at no extra cost. The option appears directly at checkout.
Can I change or cancel my order once placed?
Our orders are prepared very quickly. Contact our Concierge as soon as possible: we will do our utmost to assist you, though we cannot guarantee changes once dispatch has begun.
Will I receive an invoice?
Yes, a detailed confirmation is emailed to you as soon as your order is placed, and remains available from your client account. See our terms of sale.
How can I track my order?
A tracking link is sent to you by email as soon as your order ships. You can also check its status at any time from your client account.
Which countries do you ship to?
We deliver throughout the European Union. Availability for your country is confirmed automatically at checkout.
What are the delivery times?
Allow 2 to 4 business days in total: 1 to 2 business days of preparation, then 1 to 2 days of DHL, FedEx or UPS Express delivery. The clock starts when your payment is confirmed. Full details in our shipping policy.
Is shipping free?
Yes: Express delivery is free on every order, with no minimum spend.
Do you deliver to pickup points or lockers?
No. Prestige Fetch delivers exclusively to your home, at the address you provide when ordering — no pickup points, no parcel lockers.
Is a signature required on delivery?
Depending on the value of your order and the carrier's requirements, a signature may be requested on delivery, as a security measure.
Will I have to pay customs duties or taxes?
European Union: the price shown at checkout is final, with no customs duties or extra charges on delivery.
Where do you ship my orders from?
From our partner warehouses across Europe — mainly Italy, Germany and Sweden — for fast, secure delivery wherever you are.
How long do I have to return an item?
You have 14 days from delivery. Full instructions are available in our return policy.
In what condition should I return the item?
Unworn, in its original condition, with tags and packaging intact — exactly as you received it.
How do I start a return?
From your client account, or by contacting our Concierge, who will guide you through every step.
Can I exchange an item for a different size?
We process returns as refunds rather than direct exchanges. Once your return is validated, our Concierge is glad to help you find the right size.
How soon will I be refunded?
As soon as your item is received and inspected, within the timeframe set out in our return policy.
Who covers the cost of return shipping?
The applicable terms are detailed in our return policy. Our Concierge remains available for any question.
How can I reach the Prestige Fetch Concierge?
By phone at +33 1 59 16 87 96, via WhatsApp, or from our Contact page.
Do you offer a personal sourcing service?
Yes. Looking for a specific piece or an elusive size? Entrust your search to our Concierge — we mobilise our network on your behalf.
Can I request a callback?
Yes, at any time. Request a callback and a member of our Concierge team will reach you at a time that suits you.
How quickly does the Concierge respond?
We make it a point of honour to respond as quickly as possible, generally within 24 business hours.
Still have a question?
Our Concierge is on hand to assist you, with pleasure and discretion.
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