FAQ
FAQ – Gibbarosa
Short answers to frequent questions.
About Gibbarosa
Who are you?
Gibbarosa is a curated boutique for vintage and pre-loved luxury, founded in Warsaw in 2023. We sell carefully selected handbags, jewellery, footwear and accessories from the most important fashion houses — Chanel, Dior, Hermès, Cartier, Louis Vuitton, Gucci, Bottega Veneta and others.
More about who we are and how this all started: [Our story](/en/pages/about).
Where do your products come from?
Most of our collection comes directly from Parisian auction houses — the same places where archival luxury from private collections has been changing hands for decades. The rest comes through trusted partners in France and Italy who authenticate every piece using Entrupy technology — the most advanced AI-driven authentication system in the industry.
We don't buy from private individuals. Everything you see on the site is our own stock and has been verified before listing.
Are your products authentic?
Yes. Every piece is checked for authenticity and condition before it goes live on the site.
We don't sell counterfeits. Ever. If an independent expert ever questions the authenticity of your purchase, we refund the full amount including shipping. No questions, no negotiation.
What is Entrupy?
Entrupy is an American authentication technology that combines artificial intelligence with microscopic material analysis. The system has been trained on millions of authentic luxury items and is used by the largest luxury marketplaces in the world. Every authentication is documented with a unique certificate number.
Do you have a showroom or physical store?
Not yet — we're working on it. If you'd like to see a specific piece before buying, we can arrange a video call: we'll show you the product from every angle, in proper light, up close. Email us at hello@gibbarosa.com.
How can I get in touch?
Email: hello@gibbarosa.com
Instagram: @gibbarosa
We usually reply the same day.
Placing an order
How do I place an order?
Browse the catalogue, add what you want to your basket, go to checkout. The whole process takes 2 minutes. If something doesn't work or you have a question — write to us, we'll help.
What payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, American Express), Klarna (instalment payments), and bank transfers. Payments are handled by Stripe, so your data is fully secure.
Do you offer payment in instalments?
Yes. We accept Klarna, so you can split your payment into instalments at checkout. Just select Klarna as your payment method and choose the option that suits you.
Do you offer discounts?
Our prices are fixed and competitive — we don't inflate them just to "discount" later. But we do run occasional promotions, and newsletter subscribers get access to new arrivals 24 hours before everyone else. [Sign up here](/en/pages/newsletter) or follow us on Instagram.
Why are your prices lower than at the boutique?
Because every product on Gibbarosa has had a first owner. Pre-loved pieces are usually priced 20–40% below boutique prices for comparable new models. For rare archival pieces (Hermès vintage Chanel, Dior from the Galliano era), prices may be higher than boutique — because these items are unobtainable anywhere else.
What's the guarantee?
A full authenticity guarantee. If an independent expert determines a product isn't authentic, we refund the full amount including shipping. We require expertise from a certified source (Entrupy, an auction house, or an authorised brand service centre).
A note on warranties: pre-loved products aren't covered by manufacturer warranties. If your Chanel bag is 15 years old, Chanel won't repair it for free — but a good leather restorer will, and at a fraction of the cost.
What condition will my product be in?
Condition is described in detail in the product description and visible in the photos. We use the following scale:
- Never used – the product was purchased but stayed in the owner's wardrobe. Until now.
- As new — no signs of use, often with original papers and box
- Excellent — minimal signs of use, not visible at first glance
- Good — visible but subtle signs of wear, no structural damage
We don't sell items in poor condition. Every piece we list is ready to wear immediately.
Shipping
How quickly do you ship?
Your order is packed and shipped within 2 business days. Every shipment has a tracking number.
What shipping options do you offer?
- Poland: DHL Express or InPost — 1–3 business days
- European Union: DHL Express — 2–5 business days
- Outside the EU (US, UK, Switzerland and others):** DHL Express — 4–7 business days
How much does shipping cost?
- Poland: free, no minimum order
- European Union: 25 EUR
- Outside the EU: quoted individually depending on country, contact hello@gibbarosa.com
Will I have to pay customs or VAT?
Within the European Union — no, all taxes are included in the price.
If we ship to a country outside the EU (US, UK, Switzerland, Norway and others), the customer is responsible for any taxes, duties and import fees according to the destination country's regulations. DHL informs you of these costs before delivery.
What if my package is lost or damaged?
All our shipments go via DHL Express or InPost — the carriers are responsible for the parcel from the moment it's dispatched until it's delivered. In case of loss or damage, the claim is made with the carrier; we'll help you through that process.
For particularly high-value orders, we offer additional insurance on request. If you'd like to insure a specific order, write to hello@gibbarosa.com before checkout — we'll prepare a quote.
Contact us immediately (hello@gibbarosa.com) if your package hasn't arrived within the expected timeframe or arrived damaged. We move fast.
Returns and exchanges
Can I return a product?
Yes. You have 14 days from receipt of your order to return it — for exchange (for another piece in our offering) or store credit (valid for 12 months).
We don't offer cash refunds — this is standard in the pre-loved luxury segment, where every piece is unique.
How do I return a product?
- Email hello@gibbarosa.com within 14 days of delivery, mention your order number.
- Wait for confirmation and instructions (we usually reply the same day).
- Pack the product in its original packaging, with all tags and accessories.
- Send it via courier (DHL, DPD, UPS) — return shipping is paid by the customer.
- Keep the tracking number.
Returns without prior contact won't be accepted.
What are the conditions for return?
The product must be in unused condition — no signs of wear, all tags intact, in original packaging. Every return is carefully checked when received. If a product shows signs of wear, is missing tags or original packaging, we may deduct part of the value or refuse the exchange.
Can I exchange a product for another one?
Yes. The exchange process works the same way as a return — contact hello@gibbarosa.com within 14 days, send the product back, and we'll reserve the new piece you've chosen for you.
Can customers outside the EU return products?
Yes, on the same terms (14 days, return shipping at customer's expense). Important: you must complete the customs declaration with "RETURNED GOODS" clearly marked — otherwise the parcel will be held at customs and the return won't go through.
What if I have doubts about the product I received?
Email hello@gibbarosa.com within 48 hours of delivery. We review every situation individually. The product's condition is described in detail on the site and visible in the photos before purchase — but if something doesn't match the description, we'll deal with it immediately.
Personal shopping
Can you help me find the bag of my dreams?
Yes. Personal shopping is one of our favourite parts of the job.
Email hello@gibbarosa.com or message us on Instagram @gibbarosa — describe what you're looking for (brand, model, size, colour, price range). We have standing relationships with French auction houses and regularly hunt down specific pieces for clients. Sometimes we find them in a week, sometimes a month — but we find them.
The service is free. You only pay for the product if you decide to buy it.
Can I arrange a private consultation?
Yes. We offer video calls during which we show you selected products up close, discuss condition, and help you choose. Email hello@gibbarosa.com to arrange a time.
Can I sell my bag to you?
Unfortunately we don't buy directly from private individuals — all our products come from auction houses and certified partners.
Product rental
Do you offer rentals for photoshoots?
Yes. We rent handbags, jewellery and accessories to stylists, photographers, advertising agencies and media productions.
Email hello@gibbarosa.com with information about the product(s), rental period, and preferred delivery method (shipping or pick-up in Warsaw). We'll prepare a quote and contract within 24 hours.
Affiliate programme
Do you offer an affiliate or partner programme?
Not yet, but it's on our priority list. If you're an influencer, stylist or fashion editor and would like to collaborate, email hello@gibbarosa.com. We currently work with selected individuals on a case-by-case basis.
One last thing
Didn't find your answer? Write to hello@gibbarosa.com. We usually reply the same day.
