FREQUENTLY ASKED QUESTIONS

Find clear answers to the most common questions regarding our items, authenticity, shipping, returns and more. If you need further assistance, please don’t hesitate to contact us as we're happy to assist you.

AUTHENTICITY & CONDITION

HOW CAN I BE SURE AN ITEM IS AUTHENTIC?

At THE MENUE, your trust is our highest priority. We are committed to offering only 100% authentic pre-owned luxury items. Every product undergoes a rigorous and comprehensive in-house authentication process, backed by extensive research and expert knowledge.

We stand by the authenticity of every item we sell - which is why all purchases come with a lifetime authenticity guarantee. You can rest assured: if we have any doubt about an item's authenticity, we simply won't offer it.

WHAT DOES CONDITION GRADING MEAN?

We grade all items objectively on a scale from 1 to 5 to reflect their condition. You can find a detailed explanation of each grade on our Condition Grading page. This helps you make informed decisions before purchasing.

DO YOU OFFER A GUARANTEE ON THE ITEMS?

Yes, at THE MENUE we guarantee the authenticity and the accurate representation of every item we sell. Each piece is thoroughly inspected and authenticated before being listed. While pre-owned luxury items may show minor signs of wear, we ensure that all condition details are clearly disclosed. If an item arrives and is not as described, we will gladly accept a return and issue a full refund according to our return policy.

ITEMS & PRICING

HOW DO YOU ESTIMATE PRICES?

At THE MENUE, we determine prices based on a combination of factors, including the availability of the item on the market, its rarity and its condition. We aim to offer fair pricing that reflects the true value of each piece while maintaining transparency and trust with our customers.

THE PRODUCT I WANT TO ORDER IS SOLD OUT. WILL IT BE BACK IN STOCK?

As all items in our (online) boutique are pre-owned, once an item is sold out, it will not be restocked. However, similar pieces may become available.

To stay informed, please subscribe to our newsletter or follow us on Instagram. Looking for something specific? We offer a personal item sourcing service and will do our best to help you find what you're looking for.

Please note that we do not source items from every brand or designer - feel free to contact us with your request and we’ll let you know if it’s within our scope.

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payment methods including iDEAL, Bancontact, Sofort or creditcard (VISA, Mastercard, Maestro).

WILL I BE CHARGED IN EUROS OR MY LOCAL CURRENCY?

All purchases are processed in Euros (EUR). If your bank account is in another currency, your bank may apply a conversion fee.

IS IT POSSIBLE TO PAY IN INSTALLMENTS?

Currently, we do not offer payment in installments. All payments must be made in full at the time of purchase.

SHIPPING & DELIVERY

IS SHIPPING FREE?

Yes, within the Netherlands, Belgium and Germany, we offer free insured shipping with PostNL or DHL for order values up to €6000. We offer free insured shipping with DHL Express for order values above €6000. 

DO YOU SHIP INTERNATIONALLY?

Yes, but it depends on where you live. Orders are shipped from the Netherlands and we provide free insured shipping within the Netherlands, Belgium and Germany. If you have any questions, please email us at info@themenue.com.

HOW LONG WILL IT TAKE FOR MY ORDER TO BE SEND?

Orders placed Monday to Friday are usually shipped within 24 to 48 hours. Orders placed on weekends or public holidays will be processed on the following working days.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Within the Netherlands and Belgium, you will receive your package within 2 working days from shipment. Germany within 5 working days. For shipments outside of the Netherlands the estimated delivery times are the following:

Europe: 2 to 6 working days, depending on the destination. Rest of the world: 2 to 10 working days, depending on the destination.

THE MENUE is however not responsible for the duration of the delivery.

CAN I TRACK MY SHIPMENT?

Yes! Once your order has been shipped, you will receive a tracking number by email so you can follow your package.

DO I NEED TO SIGN FOR DELIVERY?

Yes, we require a signature upon delivery. This ensures the item has been safely delivered to you and transfers responsibility from THE MENUE to you.

DO YOU OFFER EXPRESS SHIPPING?

Yes, we offer express shipping via DHL Express. If you have specific details you'd like to discuss, please contact us for custom shipping arrangements.

RETURNS & CANCELLATIONS

CAN I RETURN AN ITEM IF I CHANGED MY MIND?

Yes! If you're not satisfied with your purchase, you can return it within 14 days of delivery. The item must be unworn, undamaged, with the original label and packaging. Please email us at info@themenue.com to request a return.

HOW DO I INITIATE A RETURN?

Send an email to info@themenue.com with your order number in the subject line and explain the reason for the return. After approval, you'll receive return instructions.

DO YOU OFFER EXCHANGES?

We currently do not offer direct exchanges. If you’d like a different item, we recommend returning the original order and placing a new order.

HOW DO I CANCEL AN ORDER?

To cancel an order, please email info@themenue.com before the item is shipped. Include your order number and clearly state your request. A full refund will be issued, minus a 2.9% transaction fee.

WHEN WILL I RECEIVE MY REFUND AFTER RETURNING AN ITEM?

Once we receive your return and have verified that the item meets our return conditions (unworn, undamaged, with original packaging and label attached), we will process your refund within 3 working days. The refund will be issued to the original payment method and you will receive a confirmation email once it has been processed. Please note that depending on your bank or payment provider, it may take a few additional days for the amount to appear in your account.

SELLING

DO YOU BUY PRE-OWNED LUXURY ITEMS FROM INDIVIDUALS?

If you have a luxury piece you’d like to sell, we are quite selective with what we buy and sell. This really depends on the brand, the model, its condition and accessories. Please contact us at +31681139134 or info@themenue with clear photos and details.

WHY WAS MY ITEM NOT ACCEPTED?

We’re sorry that we were unable to provide a quote for your item at this time. There are a few possible reasons why your pre-owned designer handbag may not have been accepted:

  • Authenticity: We only accept verified authentic items.
  • Brand and Style: The item is from a brand we don’t commonly work with, we already have the same or a similar item in stock or it falls under a category we currently do not accept, such as clothing or fragrance
  • Condition: It doesn't meet our condition standards. Items must be in pristine to fair condition.
  • Market Demand: The potential resale value is too low, which may be due to style, colour, size or condition.

THE MENUE provides a curated selection of pre-owned luxury and our inventory needs can shift over time. We encourage you to reach out again in a few months - we’d be happy to take another look at your item!

TAXES & CUSTOMS

WILL I HAVE TO PAY CUSTOMS OR IMPORT DUTIES?

Within the EU: No. Orders are shipped Delivery Duty Paid (DDP), so there are no additional charges.

Outside the EU: Yes. Orders are shipped Delivery Duty Unpaid (DDU) and may be subject to import taxes and custom fees. These are the responsibility of the recipient.

GENERAL INQUIRIES

DO YOU HAVE A PHYSICAL STORE?

Currently, THE MENUE operates online only. Stay tuned to our website or social media for any pop-up events or future store announcements.

CAN I RESERVE AN ITEM?

Currently, we do not offer item reservations, as we operate on a first-come, first-served basis due to the uniqueness of our pieces.

UNANSWERED QUESTIONS

For questions that have not been addressed, please do not hesitate to send an email to info@themenue.com or to message us via WhatsApp on +31 6 8113 9134. We’re happy to assist you.

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