FAQ
Answers to the questions we're asked most. Can't find what you're looking for? Get in touch and we'll help.
Authenticity & our stock
Is everything on Bordeaux12 guaranteed authentic?
Yes. Every piece is authenticated by Jane before it is listed. On pieces over £250 we also use third-party verification services, which cover most but not all of the houses we sell; where they do not, the piece rests on Jane's own expertise.
Are your pieces new or vintage?
Vintage and pre-loved luxury. Each product is a single, one-of-one piece, not a new-season stock item.
If I miss a piece, will you get another one like it?
Not usually. Because each piece is unique, once it is sold it will not be relisted. If something catches your eye, it is worth acting on.
Condition & sizing
What do your condition grades mean?
We grade pieces As new, Excellent, Very good, or Good, reflecting wear consistent with its age and use. Full condition notes are shown on the product page where available.
Is a condition grade shown on every product?
Not yet on every listing - we are working through grading the full catalogue. If a piece does not show a grade, get in touch and we are happy to describe it in detail.
How do I know if a piece will fit?
Vintage sizing varies by era and by house, and often runs differently to modern sizing. Check the measurements on the product page, or contact us for exact measurements before you buy.
Ordering & payment
What payment methods do you accept?
We accept all major credit and debit cards through our secure checkout.
Is my payment secure?
Yes. Checkout is processed securely through Shopify - we never see or store your card details.
Delivery
Do you ship internationally?
We currently ship within the UK only. Delivery is free on orders of £150 or more and £6.95 below that, always tracked and insured.
How much does UK delivery cost?
UK delivery is free on orders of £150 or more, and £6.95 on orders under £150. Every parcel is sent tracked and insured. Orders are dispatched within two working days, and delivery usually takes a further two working days.
Is my order insured?
Yes. UK orders are sent with Royal Mail, tracked and insured up to £2,500 per item.
Returns & exchanges
What is your returns policy?
You have 14 days from delivery to tell us you would like to return a piece, and a further 14 days to send it back. You are welcome to examine a piece as you would in a shop, including trying it on.
Are sale items returnable?
Yes, the same returns policy applies to sale items.
Who pays for return postage?
Return postage is paid by the customer, unless the piece is faulty, damaged, or not as we described it. In those cases we cover the cost.
How do I start a return?
Email us within 14 days of delivery and we will guide you through the process.