Help center
Answers about ordering, results, your account and business accounts.
Ordering
- How do I place an order?Pick the brand and category, upload your photos, choose a turnaround and pay. No shipping: we authenticate from your photos.
- How much does authentication cost?Prices depend on the category and the turnaround you choose, from $9 for sneakers in 24 hours.
- Can I order without an account?Yes. All you need is an email address. Your confirmation, any photo requests and your result go to that email.
- How do turnaround times work?Choose 24 hours, 12 hours, 2 hours or 30 minutes. The clock starts once we have every photo we need.
- Who authenticates my item?Two of our authenticators review your item separately, and our AI cross-checks their work before the verdict is sent.
- Why are you asking for more photos?Our authenticators sometimes need a closer look at one detail. Upload the photos from the link in our email, at no extra cost.
- What can you authenticate?Handbags, watches, jewelry, sneakers, clothing, streetwear, accessories, eyewear and collectible toys, across hundreds of brands.
Results
- What does my result mean?Your result is Authentic, Fake or Inconclusive. Here is what each verdict means and what comes with it.
- What happens if my result is inconclusive?We first ask for more photos at no extra charge. If we still cannot reach a verdict, you do not pay: it comes back as credits.
- What if I disagree with my result?Tell us with your order number. A refund is possible when formal documents from two independent services show the result is wrong.
- How do I get and verify my certificate?Your PDF certificate arrives with your result email. Anyone can check it by entering its certificate ID on our verify page.
- What is a Written Statement?A signed letter on our letterhead for PayPal, eBay or credit-card disputes. $40, delivered within 24 hours.
Account and payment
- How do I create an account and sign in?Sign in on My account with Google, with your email and a password, or with a 6-digit code we email you.
- How do I track my order?Open View your order in your confirmation email, or sign in to My account with the email you ordered with.
- How do credits and my balance work?Credits are prepaid value for authentications. They never expire and work for every category and turnaround.
- Can I get a refund?When we cannot complete an order, you get credits. A refund to your card applies when our result is shown to be wrong.
- Can I get an invoice or a receipt?Payments go through Stripe and your confirmation email shows the amount paid. Email us with your order number for an invoice.
- What is the difference between a personal and a business account?A personal account pays per order at public prices. A business account has negotiated prices, an agreed turnaround and a prepaid balance.
- How do I contact support?Email info@luxedetect.com or use our contact form. We usually answer within 24 hours. Include your order number.
Business
- How do business accounts work?For resellers, marketplaces and other companies: negotiated rates, an agreed turnaround and a prepaid balance you top up.
- Do you have an API or an AI connector?Business partners can use our API under a separate agreement. AI assistants can read our services and prices from our MCP server.
Still need help?
Send us a message and we will get back to you, usually within 24 hours.