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Concierge

Drawing upon our extensive experience presenting the worlds most coveted timepieces, fine jewellery and rare objets d’art, we have addressed questions from our valued clients. PLEASE CONTACT OUR CUSTOMER SERVICE TEAM SHOULD YOU HAVE A SPECIFIC QUESTION REGARDING OUR COLLECTION.

CONTACT

Q. How do I book a private viewing?

Private viewings can be booked via our appointment forms within this site or by contacting our customer service team directly. When completing the online form, you will be asked to nominate a preferred appointment kind (virtual, in person) along with a desired time, day and preferred method of contact. Following submission of the form, one of our friendly staff will be in touch to confirm your appointment.

Q: Are Elita pieces a good investment?

Luxury watches and high-jewellery are a great investment as they are one of very few items that you can use and enjoy while knowing it will retain and often appreciate in value. For more information on specific category returns and valuations, please contact our sales team at contact@elitacollection.com

Q: How does Elita acquire its pieces?

We acquire our pieces through many different sources. Some pieces are purchased from collectors and others from within our trusted dealer network.

Q: Are you an official dealer?

We are not an official dealer for the products that we sell and Elita has no affiliations with each of the brands that we represent. All brand names, product names and trademarks remain the property of their respective owners and are used for presentation and identification purposes only.

Q: Is each piece genuine?

Yes. Every piece presented upon our platform has gone through a rigorous process of authentication. We take every precaution in purchasing the piece and only engage in transactions with trusted sources that we have strong relationships with. We also obtain original documentation from each seller to ensure the provenance of each piece.

Q: Why is the price higher on your website?

This is due to supply and demand and the intentionally limited supply of each piece. We are also not an authorised dealer for many brands which means we do not receive the pieces directly from each brand at wholesale. Most luxury pieces — especially those that are in high-demand — are often not available from the manufacturers directly.

Q: Why do I have to enquire about some pieces?

Some pieces presented on our website are in incredibly high demand. When you enquire about a piece it might mean that it may be temporarily out of stock. In that case, you will be placed on a waiting list and one of our sales agents will speak to you about when the piece might next become available.

Q: Once I purchase a piece, how long will it take to receive?

We aim to have your piece delivered within 10-14 business days upon receipt of payment. We will of course keep you updated throughout the process and provide you with tracking details so that you can monitor delivery.

Q: What will be included with my purchase?

The majority of pieces we sell come as complete sets with all supporting documentation and packaging from the original purchase. This can include the timepiece, box, manual, warranty booklet and in some cases original swingtag. If the piece does not come with any or all of these items will be clearly communicated to you prior to purchase.

Q: What if my purchase arrives damaged?

Our shipping and fulfilment team works hard to ensure that every purchase is pack-aged appropriately for transit. All shipments are insured and carried by one of our trusted partners. In the unlikely event that your piece arrives damaged, please contact our customer support team within 2 working days at contact@elitacollection.com in order to arrange an inspection.

Q: Can GST be excluded from the purchase price?

GST cannot be excluded. Any sale where the goods are purchased and used within Australia reflect the legal requirement to apply Australia’s goods and services tax at 10%.

Q: What payment methods do you accept?

We accept all major credit and debit cards (Mastercard, Visa and American Express) as well as cash in pre-arranged currencies. We also accept PayPal payments. All payments are processed offline and we do not store your credit card details on file. Should you wish to discuss a specific form of payment or currency please reach out to our customer sup-port team on contact@elitacollection.com

Q: Do I have to pay a deposit?

Yes. Your nominated sales agent will seek a 30% deposit for your order. This will be held in escrow while the order is processed. Should you decide not to proceed with your purchase, the entire amount will be refunded to you.

Q: Can I pay the balance of my order upon collection?

Of course. Your nominated sales agent can arrange payment in person should you decide to collect your order from our Melbourne showroom.

Q: Can I pay the balance of my order upon delivery?

Unfortunately not. Payment in full will be required prior to the dispatch of your or-der. Your nominated sales agent will speak to you about the most convenient time and method of payment prior to dispatch and ensure that should you not be happy with the purchase the exchange of the piece is seamless and efficient.

Q: Can I sell my piece through Elita?

Absolutely. We have a dedicated valuation and sales team who are constantly looking for extraordinary pieces to present and sell on our platform. Please follow the link provided on this page to request a valuation.

Q: Will you need to see the piece in person?

Not always. Subject to the type of piece that you are looking to consign, our team might be able to provide a remote valuation. Please follow the link provided on this page and one of our team will be in touch to discuss the most convenient method of valuation.

Q: What information will I need to provide?

In addition to the information provided in the following form, our valuation team will need to determine establish the pieces provenance and authenticity. Please have this information available along with any original packaging, receipts, warranty cards etc so that we can provide you with the most accurate valuation and sales advise.

Q: Can I visit your Melbourne showroom?

Yes, of course. We would be delighted to host you in our Melbourne showroom in order to provide a valuation. Please follow the link provided on this page and one of our team will be in touch to discuss a convenient time.

Q: How long will it take to provide a quotation?

Typically, our valuation team can provide a quotation for your piece within 5 business days. If you have any questions during this time, please feel to reach our to our customer support team at contact@elitacollection.com

Q: Can I list multiple pieces?

Yes, of course. We suggest that you submit separate enquiries for each piece so that our team can collate your enquiries and nominate the most appropriate category specialist. If you would like to submit more than six pieces for consideration, please contact our customer support team at contact@elitacollection.com

Q: Will my information be kept confidential?

Yes, absolutely. We treat all client information as confidential.

Q: Is my piece secure when I leave it with you?

Absolutely. All items consigned to Elita are stored securely within our Melbourne showroom under 24-hour video surveillance. Furthermore, all items are insured when in transit and when stored. As part of the consignment process, you will be provided with a formal contract that defined the terms of consignment including the chain of custody process.

Q: How much does it cost to sell a piece with you?

This will depend on the nature of the piece that you are wanting to sell. Please follow the link provided on this page and one of our team will be in touch to discuss our commission structures.

Q: How will you market my piece?

Once your piece is listed for presentation on our platform, we undertake a variety of marketing activities to ensure that the right clients get to see it. This includes digital marketing, direct messaging and private viewings.

Q: How will you market my piece?

Once your piece is listed for presentation on our platform, we undertake a variety of marketing activities to ensure that the right clients get to see it. This includes digital marketing, direct messaging and private viewings.

Q: Will I be kept informed throughout the process?

Absolutely. Our sales team will provide you with regular updates on the status of your piece.

Q: What happens if I change my mind?

If you decide to have your piece returned to you, then our customer support team will contact you to arrange delivery or collection.

Q: How do I submit a warranty claim?

Please click on the 'make a claim' button presented on our Warranty Claims page within the Concierge menu.

Q: What happens after I submit a Warranty Claims form?

Following the successful submission of the form, your information will be sent to our warranty claims team who will assess your claim.

Q: Will I be provided with a reference number for my Warranty Claim?

Yes, upon successful submission of the claim form, you will be provided with a reference number on the confirmation screen. Please take note of that reference number so that you can quote it moving forward.

Q: How long does a Warranty Claim take to assess?

Typically, a warranty claim will take 5 working days to assess. If you have any questions during this time, please feel to reach out to our custom-er support team at contact@elitacollection.com