Frequently Asked Questions
What is TheLuxuryShop by Charu?
We are a Canada-based personal shopping service, sourcing fashion, accessories and beauty products for women, men and kids from brand stores and official websites for customers across India.
Are your products authentic?
Yes—our products are 100% authentic. Purchase receipts are shared over WhatsApp. We also shop LIVE from stores and offer WhatsApp video calls during shopping on request.
How do I place an order?
Browse our website and tap the product’s WhatsApp inquiry button. One of our personal shoppers will confirm the price, availability, size and booking details.
Can you find a specific product for me?
We share deals available during our store visits. We do not offer a guaranteed product-finding service. Browse our website for ongoing deals.
Is an advance required?
A 20% booking advance is required unless your personal shopper confirms otherwise. If you cancel before we purchase your item, your advance is refundable. Once we have purchased your item, the advance is non-refundable if you cancel.
How much is shipping?
Local shipping across India costs ₹300. Orders placed within four days can be clubbed; later orders are shipped separately.
How long does delivery take?
Canada-sourced orders: Usually 2–4 weeks from confirmation.
Ready-to-Ship Delhi stock: Usually 3–5 days.
These are estimated timelines. Transit or customs delays may occur.
Ready-to-Ship Delhi stock: Usually 3–5 days.
These are estimated timelines. Transit or customs delays may occur.
Is Cash on Delivery available?
Yes. Delhi/NCR: No additional COD fee. Outside Delhi/NCR: A 3% convenience fee applies. The ₹300 shipping charge applies in both cases.
Are customs duties included?
Yes—quoted product prices include customs duties and other sourcing charges. Local shipping in India is extra, along with the COD convenience fee where applicable.
How do I track my order?
In Delhi/NCR, deliveries are made by our own riders. Outside Delhi/NCR, we use courier services such as DTDC, Delhivery and Blue Dart. Our delivery team shares courier tracking details once your parcel is dispatched.
How do I choose the right size?
Check the product’s size chart and fit notes. If unsure, ask a personal shopper before booking, as sizes vary by brand and style.
What if the size does not fit?
Items are purchased specifically for your order, so returns or exchanges for fit or size-selection issues are not available.
If you receive a different size from the one confirmed, contact us immediately with a photo of the size label and your uncut parcel-opening video.
If you receive a different size from the one confirmed, contact us immediately with a photo of the size label and your uncut parcel-opening video.
What if my item is damaged or incorrect?
Contact your personal shopper or delivery coordinator immediately with clear photos and a continuous, uncut parcel-opening video, starting with the sealed parcel.
Can I return or exchange an item?
Return or exchange requests are accepted only if the item arrives damaged or differs from your confirmed order. An uncut parcel-opening video is required to review your request.
Will my item include a box or dust bag?
Outlet items may not include boxes or dust bags. Some premium brands, such as Gucci and Jimmy Choo, provide dust bags and sometimes boxes.
Any complimentary packaging supplied by the brand is included with your order.
Optional extras, subject to availability:
Any complimentary packaging supplied by the brand is included with your order.
Optional extras, subject to availability:
- Carry bag: ₹200
- MK, Tory Burch or Kate Spade dust bag: ₹500
- Coach dust bag: ₹1,000
Where can I find the latest deals?
Visit TheLuxuryShopbyCharu.com or join our WhatsApp communities for Women, Men, High-End Brands, Kids and Beauty.