Question 1

How do I buy an item on Libas Collective?

Accepted Answer

Browse our catalogue, add the item you love to your cart and check out securely with a credit card, Apple Pay, Tabby or Tamara. We confirm the order with the seller, run authentication, and ship it to your address.

Question 2

Are all items on Libas Collective authentic?

Accepted Answer

Many listings are pre-authenticated and the authentication service can't be requested again on those. For all other listings, authenticity is guaranteed only when the authentication service is requested at checkout — the item is then verified by our in-house team and third-party tools (Legit Grails and Entrupy) before being released to you.

Question 3

Can I make an offer on a listing?

Accepted Answer

Yes. On most listings you can tap "Make an Offer" and propose your price. The seller can accept, decline or counter. Offers can't go below 30% of the listing price.

Question 4

What does the item condition rating mean?

Accepted Answer

Each listing has a condition grade from "New with tags" to "Good". Detailed photos and condition notes accompany every item so you know exactly what you're buying.

Question 5

Is there a buyer fee?

Accepted Answer

Yes. A 10% buyer fee plus a 3% processing fee are applied at checkout. The 10% covers our marketplace and protection services; the 3% covers secure payment processing. There are no hidden charges.

Question 6

Do you charge VAT or customs?

Accepted Answer

VAT is included in the displayed price for UAE customers. International orders may incur customs duties paid by the buyer on delivery — the courier will contact you if needed.

Question 7

Can I buy without creating an account?

Accepted Answer

Account creation is required for all purchases. It lets you track orders, message sellers, and access your wishlist and offers across devices.

Question 8

Can I reserve an item?

Accepted Answer

Items can't be reserved. To secure a piece, complete checkout — once paid, the item is held for you and removed from the marketplace.

Question 9

How do I list an item for sale?

Accepted Answer

Tap "Start Selling", upload clear photos, fill in the brand, model, condition, size and price, then submit. We review the listing and publish it once approved — usually within 24 hours.

Question 10

What is the seller fee?

Accepted Answer

We take a 10% commission plus a 3% processing fee on each successful sale. Listing is free, and there are no monthly subscription fees.

Question 11

Which items can I sell?

Accepted Answer

Pre-owned and never-worn designer bags, watches, jewellery, shoes, clothing, sunglasses and accessories from recognised luxury brands. Minimum listing price is USD 300.

Question 12

How do I take photos that sell?

Accepted Answer

Use natural daylight, plain background, and shoot the item from front, back, sides, interior and any imperfections. Each angle helps buyers trust your listing — and helps you sell faster.

Question 13

How does shipping work for sellers?

Accepted Answer

When your item sells, we book a courier (DHL, Aramex or Jeebly inside the UAE) and email you the airway bill. You pack the item and the courier picks it up from your address.

Question 14

When do I get paid?

Accepted Answer

Once the buyer receives the item and the authentication step completes, we credit the sale amount (minus fees) to your Libas wallet. You can withdraw to your bank account anytime.

Question 15

Can I edit a listing after it's live?

Accepted Answer

Yes. Open the listing in My Store and tap Edit to update the price, photos, condition or description. Major changes may need a quick re-review.

Question 16

What happens if my item fails authentication?

Accepted Answer

If during authentication and physical inspection the item is found counterfeit or doesn't match the listing photos and description, the order is cancelled and the item is returned to you. You are responsible for all associated costs — shipping to and from our authentication centre, authentication fees, and any applicable duties or taxes — and the item is only released once those are settled. If you don't confirm acceptance of these costs within 24 hours, Libas reserves the right to permanently destroy the item or offer it to the buyer at no cost after 3 days.

Question 17

How long does delivery take?

Accepted Answer

UAE orders typically arrive within 1-2 business days after authentication. International deliveries take 4-6 business days depending on destination.

Question 18

Which countries do you ship to?

Accepted Answer

We ship across the UAE, the wider Gulf (Saudi Arabia, Kuwait, Qatar, Bahrain, Oman) and worldwide via DHL.

Question 19

How can I track my order?

Accepted Answer

Open My Orders or tap the tracking link in the confirmation email. We send updates at every stage from authentication to delivery.

Question 20

How much is shipping?

Accepted Answer

Shipping is calculated at checkout based on your address and the item weight. UAE orders are often free or discounted; international rates vary by country.

Question 21

Can I change my delivery address after ordering?

Accepted Answer

Contact our support team as soon as possible after placing the order. We can't guarantee a change — once the item has been dispatched it can no longer be rerouted.

Question 22

What if my package arrives damaged?

Accepted Answer

Take photos before opening the parcel fully and file a claim directly with the courier that delivered it — that's where damage-in-transit claims are processed. Our support team can help guide you through the courier's claim form; contact us within 48 hours of delivery.

Question 23

What is your return policy?

Accepted Answer

All sales are final. The only exception is when an item passes authentication and is later confirmed counterfeit — in that case contact our support team and we'll arrange a full refund.

Question 24

How long do refunds take?

Accepted Answer

Refunds are issued to your original payment method within 5-10 business days.

Question 25

Are all items returnable?

Accepted Answer

All sales are final. Items are eligible for refund only if they're confirmed counterfeit during authentication.

Question 26

How does authentication work?

Accepted Answer

Every sold item passes through three layers: our vetted seller network, our in-house verification team, and third-party AI tools (Legit Grails and Entrupy). Only items that pass all three reach the buyer.

Question 27

What gets checked during authentication?

Accepted Answer

Materials, stitching, hardware, serial numbers, brand-specific markings and overall condition are compared to known authentic references for that brand and model.

Question 28

Is there an authentication fee?

Accepted Answer

Yes. The authentication fee is added at checkout and may vary per item depending on the product type and origin. The exact amount is shown clearly before you confirm the order.

Question 29

How long does authentication take?

Accepted Answer

Most items are authenticated within 1-2 business days of being received from the seller. Complex pieces (rare watches, vintage couture) may take longer.

Question 30

What happens if a sold item fails authentication?

Accepted Answer

The buyer is fully refunded and the item is returned to the seller. The order is voided and never reaches the buyer.

Question 31

Which payment methods do you accept?

Accepted Answer

Credit and debit cards, Apple Pay, Tabby and Tamara (buy-now-pay-later), and your Libas wallet balance. All payments are processed securely.

Question 32

Are Tabby and Tamara available?

Accepted Answer

Yes — both are available at checkout for eligible UAE and Saudi customers. Approval is instant and split-payment terms are shown before you confirm.

Question 33

What is the Libas wallet?

Accepted Answer

It's your in-app balance: sale earnings, refunds and store credit accumulate here. You can use it for purchases or withdraw to your bank account.

Question 34

How do I withdraw from my wallet?

Accepted Answer

Open My Wallet, tap Withdraw, choose or add a recipient bank account and confirm. Withdrawals to UAE banks usually arrive within 1-3 business days.

Question 35

Are there fees on withdrawals?

Accepted Answer

Bank-side processing fees may apply depending on your bank and the destination country. The amount is shown before you confirm the withdrawal.

Question 36

Is my payment information secure?

Accepted Answer

Yes. Card details are encrypted and processed by PCI-DSS-compliant providers (Stripe). We never store full card numbers on our servers.

Question 37

How do I create an account?

Accepted Answer

Tap Sign Up, enter your email or phone, set a password and verify the code we send.

Question 38

How do I reset my password?

Accepted Answer

On the Sign In screen tap "Forgot password" and follow the email link. The link expires after one hour for security.

Question 39

How do I update my profile or addresses?

Accepted Answer

Open My Profile (Settings → Personal information) to edit your name, photo and bio. Open My Addresses to add or edit a delivery address.

Question 40

How do I delete my account?

Accepted Answer

Email our support team from the address registered to your account and we'll process the deletion within 7 days. Active orders must complete first.

Question 41

Is my personal data safe?

Accepted Answer

We follow strict data-protection practices and never sell your information. See our Privacy Policy for full details on what we collect and why.

Question 42

Where can I download the Libas Collective app?

Accepted Answer

Free on the App Store for iPhone/iPad: https://apps.apple.com/us/app/libas-collective/id1605637445 — and on Google Play for Android: https://play.google.com/store/apps/details?id=com.libas.libas

Question 43

Why am I not receiving push notifications?

Accepted Answer

Check that notifications are allowed for the Libas Collective app in your phone settings. You can also enable specific channels (offers, orders, messages) inside the app settings.

Question 44

What can I do in the app that I can't do on the website?

Accepted Answer

Both surfaces support the full marketplace. The app adds instant push notifications, faster listing creation from your camera, and one-tap Apple Pay / Google Pay checkout.

Question 45

I can't log in on the app — what should I do?

Accepted Answer

Make sure you're using the same email or phone number and password as on the website. Forgot your password? Tap Reset Password on the login screen. Still stuck? Contact support from the help screen.

Help Center — Libas Collective

Help Center — Libas Collective

Buying

Selling

Shipping & Delivery

Returns & Refunds

Authentication & Quality

Payment & Wallet

Account & Security

Mobile App & Notifications