Purchasing FAQs

Q: How can I purchase products?

Products are available for purchase at each GINZA XIAOMA store or through our official online store.

Q: What payment methods are available?

The following payment methods are accepted:

[Credit Card]

Visa, Mastercard, AMEX, JCB, Diners Club, UnionPay

Note: If the credit card payment is not completed, the product will be reserved for 30 minutes.

[Digital Payment]

AliPay, PayPal, WeChat Pay

[Bank Transfer]

You may select bank transfer as your payment method. The product will be reserved until the payment is confirmed.

Please note that bank transfer fees are the responsibility of the customer.

[Cash on Delivery (COD)]

For orders under 300,000 yen, COD is available through Sagawa Express. Please pay the delivery person upon receiving the product (cash only).

COD fees are the responsibility of the customer.

▶︎ For more information on payment methods, click here

Q: How much is the shipping fee?

Shipping is free in the following cases:

[Free Shipping Conditions]

Purchases of 100,000 yen or more
(For Hong Kong: 5,000 HKD or more, For Singapore: 900 SGD or more)

[Regions Eligible for Free Shipping]

Within Japan (Sagawa Express)
Within Singapore (Lalamove)
Within Hong Kong (SF Express)

For orders below the amounts listed above, shipping fees will apply based on the carrier’s rates.

Q: Can I return or exchange an item?

[For Customer-Initiated Returns]

We do not accept returns or exchanges once the product has been shipped.

[For Defective or Faulty Products]

Please contact us within 8 days of receiving the product.
After we verify the condition, we will arrange a return or exchange.
Shipping and handling fees will be covered by us.

Selling FAQs

Q: What buying methods are available?

A: We offer in-store purchase, mail-in purchase, and a Smart Pickup service (available only in the Tokyo area). Please choose the option that best suits your needs.

Q: What is the process for selling an item?

A: You can send photos of your item via the GINZA XIAOMA official online store, Instagram, WeChat, or WhatsApp, and we will provide a free appraisal. After evaluation by a certified appraiser, you may choose either direct purchase or consignment. For direct purchase, we will pay the agreed-upon amount. For consignment, we will contact you and make payment once the item has been sold.

Q: Other than brand new items, can I sell my pre-owned Hermès as well?

A: Yes, GINZA XIAOMA believes every Hermès, whether it’s a brand new or pre-loved Birkin, Kelly or Constance etc, has its own story and value. It is our vision to pass down this value, and maximize every customer's profit.

Q: Can I walk-in to one of GINZA XIAOMA shops to sell my Hermès?

A: Yes, you can walk-in and sell your Hermès. However we highly recommend customers to get online quotations and make an appointment with us prior to your visit, in order to avoid unnecessary waiting time.

Q: Does GINZA XIAOMA accept Hermès items that have undergone previous service or repair?

A: We do not accept items that have been repaired or services outside of Hermès.

Q: How long does it take to transfer the agreed amount to me if I choose buy-out?

A: We will proceed with the bank transfer immediately once both parties get to an agreement on the buy-out amount. However, for overseas customers, it might take 1- 5 working days in order to complete the transaction, which varies in different countries and different banks.

Q: How does trade-in work?

A: GINZA XIAOMA offers flexible trade-in service for customers. After buy-out and consignment, the customer pays the difference between the trade-in value and the purchase price, or they may receive a credit or refund if the trade-in value exceeds the cost of the new item.

Appraisal FAQs

Q: How do I submit an item for appraisal?

A: You may bring your item to our store or use our online appraisal service. For online appraisals, please send photos of your item via Instagram, WeChat, or WhatsApp.

Q: I don't have GINZA XIAOMA shops near me, how do I sell my Hermès? Is shipping the item to GINZA XIAOMA safe? Are there any shipping fees I need to pay?

A: We will provide a shipping label for you to ship your beloved Hermès to one of our stores via safe and reliable courier companies, like FedEx and DHL.

Q: How much does it cost to get a quotation?

A: The process from quotation to shipping is completely free. We will provide a shipping label to you to ship your bag to us.

Q: Why is there a difference between initial online quotation and final quotation?

A: Our company has a comprehensive ranking of the condition of each product. After the appraiser's examination on the item’s actual condition, there might be slight differences on the final quotation.

Consignment FAQs

Q: What is consignment sales?

Consignment sales involve entrusting your item to us for sale on your behalf. Through GINZA XIAOMA's global sales network, we can reach customers worldwide, including those in Japan. Consignment typically offers a higher appraisal value than direct purchase, making it a recommended option for those who wish to maximize their selling price.

Q: What is the difference between buy-out and consignment?

A: With direct purchase, GINZA XIAOMA buys your item on the spot and pays you the agreed amount. Consignment involves us holding your item and paying you the sale proceeds once a new owner is found. No fees are charged for either option.

Q: If I choose consignment, how much does GINZA XIAOMA charge for commission or handling fees?

A: GINZA XIAOMA promises free consignment, we will not charge any commission or hidden fees for consignments. The agreed consign amount will be the amount that you receive.

Q: If I decide to sell or consign with GINZA XIAOMA, is there anything I need to pay attention to?

A: Feel free to ask our sales specialists or online customer service any questions regarding selling and consignment. Also you can check our Consignment Terms of Service for more information.

▶ For more details on consignment sales, please click here

Security & Assurance FAQs

Q: How do you guarantee authenticity?

A: GINZA XIAOMA understands customers’ concern and the importance of authenticity. As Asia's No.1 Hermès reseller, with a loyal customer base from across the world, we are committed to ensuring that every item is authentic. Our expert appraisers with decades of experience, rigorously examine every product we receive using a multi-point authentication process to guarantee its authenticity.

▶︎See More

Q: How does GINZA XIAOMA ensure all the items will not be damaged during the consignment period?

A: All items will have detailed photos taken once consigned with us to ensure condition. Additionally, we require all customers to wear gloves before they touch any items. In case of any unfortunate circumstance, if the consigned item is damaged or lost during the consignment period, GINZA XIAOMA will provide full compensation based on the consignment agreement amount.

Membership FAQs

Q: How do I join the membership program?

You can join our membership program either online or in-store. For online registration, please use the membership registration page on our official online store. If registering in-store, simply speak to one of our staff members. You will need to set up an email address and password during registration.

Q: Are there any membership fees or annual fees?

We do not charge any membership or annual fees. Please feel free to register without any concerns.

Q: What are the membership benefits?

Members receive points based on their purchase amount (1 point for every 200 yen spent) and access to member-exclusive sales and other special offers.

Q: What can I use my accumulated points for?

Points can be used towards purchases at our store, with 1 point equal to 1 yen.

Q: Do I still earn points if I use points to make a purchase?

Yes, you will earn points based on the amount paid after using points. However, points are not awarded on the portion of the purchase paid with points.

Q: I would like to update my registration details.

You can easily update your registration information from the "My Details" section of My Page. If you have forgotten your password, you can reset it by selecting "Forgot password?" on the login screen.

Q: Do points have an expiration date?

Points are valid for one year from the date of your last transaction. If you make another purchase within the validity period, the expiration date for all points will be extended by one year.

Q: How can I check my points balance?

You can view your points balance at any time through My Page.

Q: Do I earn points when using the buyback service?

We apologize, but points are not awarded for buyback or consignment services. Points are only awarded for product purchases.

Q: Can I use my points at overseas stores?

Points can be used at all stores, both domestically and internationally. However, please note that when using points at overseas stores, the conversion rate may vary due to exchange rate fluctuations.

Q: Can I log in using an external account?

Login with a Google account is supported. For first-time login, you will need to link your Google account with your membership information.