Help Center & FAQ
What is your return policy?
We have a 15-day return policy. You have 15 days after receiving your item to request a return. Items must be returned unworn and unused, in the same condition as received, with the Reloved barcode label attached.
Are there any items that cannot be returned?
Yes, we do not accept returns for swimwear, lingerie, customized items, sale items, gift cards, and certain rare or high-value pieces as indicated on their product description page.
How do I initiate a return?
If you have an account with us, log in to Reloved.co go to the ‘Orders’ tab, select the item(s) you want to return, specify the reason, and choose refund or store credit.
If you checked out as a guest, email us at office@reloved.co with your order number, name, and the items you wish to return.
How do I return an item?
Once your return request is accepted, we’ll send you a return shipping label and instructions on how to send your package. Returns need to be sent to the address provided in the instructions. Please note that return shipping costs are at your own expense.
What if my return is outside the 15-day window?
Returns must reach us within the 15-day window. If received outside this timeframe, the return may not be processed, and you may be charged a shipping and admin fee to send the item back to you.
Who is responsible for the safe return of the product?
You are responsible for the safe return of the product. This includes any mishandling, damage, or loss during transit. We recommend using a ‘signed for’ courier service with tracking and adequate insurance.
How will I receive my refund?
Once we receive your returned item(s), we will process the refund and send you an email confirming the amount credited back to your original payment method. This process can take up to ten working days.
Can I exchange an item?
To exchange an item, please return the original item and, once the return is accepted, make a separate purchase for the new item.
How can I get more information about an item before purchasing?
If you need more details about an item, please get in touch with us on office@reloved.co and we will provide all the information you need.
Do you only deliver or operate within the UK?
Yes, as of now, we only deliver and operate within the UK. However, we are working on expanding our services and will be reaching your region very soon. Stay tuned for updates!
How much does delivery cost?
Shipping costs vary and are visible at checkout. Our standard rates for UK Shipping is a flat fee of £5.95.
How long will it take to receive my order?
We aim to deliver within 3-4 business days. Orders placed after 1 pm on a Thursday may not be processed until the following Monday.
Can I change my delivery address after placing an order?
Please ensure you double-check your delivery address before completing your order. If you notice an error, email us at office@reloved.co as soon as possible, and we will do our best to correct it.
What should I do if my package is delivered to the wrong address?
We cannot accept responsibility for items delivered to an incorrect address provided by the customer. If you realize there is an error with your delivery address, contact us immediately at office@reloved.co
How can I track my order?
Once your order is shipped, we will provide you with a tracking number. If you have any questions about your order status, email us at office@reloved.co with your order number and/or tracking number.
What should I do if my order hasn't arrived within the expected time frame?
If your order hasn't arrived within the expected delivery time, please email us at office@reloved.co with your order number and tracking information so we can investigate the delay.
How do I book an appointment to sell my preloved items?
To book an appointment, please fill in the form provided in the bottom left corner of our website with all the necessary details. Our team will contact you via phone or email to schedule a call. If required, we would arrange a personalized concierge appointment. Once the items are approved, we will reach out to you with a confirmation.
What happens during the concierge appointment?
During the concierge appointment, we will discuss the pieces you wish to sell and guide you through the selling process. If needed, our team will provide expert advice on how to best present your items for sale.
Do I need to provide any specific information about the items I want to sell?
Yes, please provide as much detail as possible about the items you wish to sell, including brand, condition, and any relevant history. This helps our team evaluate and market your pieces effectively.
How does the selling process work?
After the concierge appointment, our team will handle all the details, including evaluating, photographing, and listing your items on our platform. We aim to make the process hassle-free for you.
Is there a cost associated with selling my items?
There will be a commission fee deducted from the sale price of your items. Our team will provide detailed information about any costs during the concierge appointment and /or after the confirmation of your listed items.
What types of items can I sell through Reloved?
We accept a wide range of luxury fashion items, including clothing, accessories, and footwear. However, some categories such as swimwear, lingerie, and customized items may not be eligible. But we are always open to a discussion, so please speak to our team and they will advise you during the concierge appointment.
How will I know if my items have been sold?
You will receive notifications via email once your items have been sold. Additionally, you can track the status of your items through your account on our website.
How and when will I receive payment for my sold items?
Payments are processed after the buyer has received and accepted the item. We will notify you via email and credit your chosen payment method. This process can take up to 10 working days.
What should I do if I need to cancel or reschedule my appointment?
If you need to cancel or reschedule your appointment, please contact us as soon as possible at office@reloved.co , and we will accommodate your request.
How do I prepare my items for the selling process?
Ensure your items are clean, in good condition, and include any original packaging or authenticity documents if available.
How does Reloved ensure the authenticity of its products?
At Reloved, we promise our buyers that product authenticity is paramount. Every item undergoes a comprehensive series of checks to verify its authenticity before being listed on our website.
What is involved in the authentication process?
Each item must pass a rigorous assessment that includes verifying model characteristics, finishes, and serial numbers specific to each luxury brand.
Do you accept items from anyone?
We only accept items from clients we have personally communicated with. Our team asks detailed questions about the item's purchase history, including requesting receipts when available. Items with insufficient details are not accepted.
What happens if a seller provides counterfeit goods?
Sellers are responsible for the authenticity of their items and are informed about laws regarding counterfeit goods. Reloved takes the issue of counterfeit goods very seriously and will not accept items with insufficient authenticity details.
How does Reloved protect buyers from counterfeit goods?
We have a strong protection system in place for our buyers. When an item is purchased, we hold the payment and only release funds to the seller once you have received the item and confirmed you are happy with it. If the item you receive is not as listed, please contact us at office@reloved.co
What should I do if I have concerns about the authenticity of an item I purchased?
If you have any concerns about the authenticity of an item you purchased from Reloved, please contact us immediately at office@reloved.co We will investigate the issue thoroughly and take appropriate action to resolve it.
What kind of items undergo the authentication process?
All pre-owned luxury goods listed on our website undergo our comprehensive authentication process. This includes clothing, accessories, and footwear from luxury brands.
What payment methods do you accept?
We accept a variety of payment methods including major credit and debit cards (Visa, MasterCard, American Express) & PayPal.
Can I pay in installments?
Currently, we do not offer instalment payment options. However, we are continuously exploring new payment solutions to better serve our customers.
Can I get a receipt for my purchase?
Yes, a receipt will be included in your confirmation email. You can also request a copy by contacting our customer service team at office@reloved.co .
How do refunds work?
Once we receive and process your returned item(s), we will issue a refund to your original payment method. This process can take up to 10 working days. You will receive an email confirmation once the refund is completed.
Can I change my payment method after placing an order?
Once an order is placed, the payment method cannot be changed. If you need to use a different payment method, you may need to cancel your order and place a new one with the desired payment method.
What is your return policy?
We have a 15-day return policy. You have 15 days after receiving your item to request a return. Items must be returned unworn and unused, in the same condition as received, with the Reloved barcode label attached.
Are there any items that cannot be returned?
Yes, we do not accept returns for swimwear, lingerie, customized items, sale items, gift cards, and certain rare or high-value pieces as indicated on their product description page.
How do I initiate a return?
If you have an account with us, log in to Reloved.co go to the ‘Orders’ tab, select the item(s) you want to return, specify the reason, and choose refund or store credit.
If you checked out as a guest, email us at office@reloved.co with your order number, name, and the items you wish to return.
How do I return an item?
Once your return request is accepted, we’ll send you a return shipping label and instructions on how to send your package. Returns need to be sent to the address provided in the instructions. Please note that return shipping costs are at your own expense.
What if my return is outside the 15-day window?
Returns must reach us within the 15-day window. If received outside this timeframe, the return may not be processed, and you may be charged a shipping and admin fee to send the item back to you.
Who is responsible for the safe return of the product?
You are responsible for the safe return of the product. This includes any mishandling, damage, or loss during transit. We recommend using a ‘signed for’ courier service with tracking and adequate insurance.
How will I receive my refund?
Once we receive your returned item(s), we will process the refund and send you an email confirming the amount credited back to your original payment method. This process can take up to ten working days.
Can I exchange an item?
To exchange an item, please return the original item and, once the return is accepted, make a separate purchase for the new item.
How can I get more information about an item before purchasing?
If you need more details about an item, please get in touch with us on office@reloved.co and we will provide all the information you need.
Do you only deliver or operate within the UK?
Yes, as of now, we only deliver and operate within the UK. However, we are working on expanding our services and will be reaching your region very soon. Stay tuned for updates!
How much does delivery cost?
Shipping costs vary and are visible at checkout. Our standard rates for UK Shipping is a flat fee of £5.95.
How long will it take to receive my order?
We aim to deliver within 3-4 business days. Orders placed after 1 pm on a Thursday may not be processed until the following Monday.
Can I change my delivery address after placing an order?
Please ensure you double-check your delivery address before completing your order. If you notice an error, email us at office@reloved.co as soon as possible, and we will do our best to correct it.
What should I do if my package is delivered to the wrong address?
We cannot accept responsibility for items delivered to an incorrect address provided by the customer. If you realize there is an error with your delivery address, contact us immediately at office@reloved.co
How can I track my order?
Once your order is shipped, we will provide you with a tracking number. If you have any questions about your order status, email us at office@reloved.co with your order number and/or tracking number.
What should I do if my order hasn't arrived within the expected time frame?
If your order hasn't arrived within the expected delivery time, please email us at office@reloved.co with your order number and tracking information so we can investigate the delay.
How do I book an appointment to sell my preloved items?
To book an appointment, please fill in the form provided in the bottom left corner of our website with all the necessary details. Our team will contact you via phone or email to schedule a call. If required, we would arrange a personalized concierge appointment. Once the items are approved, we will reach out to you with a confirmation.
What happens during the concierge appointment?
During the concierge appointment, we will discuss the pieces you wish to sell and guide you through the selling process. If needed, our team will provide expert advice on how to best present your items for sale.
Do I need to provide any specific information about the items I want to sell?
Yes, please provide as much detail as possible about the items you wish to sell, including brand, condition, and any relevant history. This helps our team evaluate and market your pieces effectively.
How does the selling process work?
After the concierge appointment, our team will handle all the details, including evaluating, photographing, and listing your items on our platform. We aim to make the process hassle-free for you.
Is there a cost associated with selling my items?
There will be a commission fee deducted from the sale price of your items. Our team will provide detailed information about any costs during the concierge appointment and /or after the confirmation of your listed items.
What types of items can I sell through Reloved?
We accept a wide range of luxury fashion items, including clothing, accessories, and footwear. However, some categories such as swimwear, lingerie, and customized items may not be eligible. But we are always open to a discussion, so please speak to our team and they will advise you during the concierge appointment.
How will I know if my items have been sold?
You will receive notifications via email once your items have been sold. Additionally, you can track the status of your items through your account on our website.
How and when will I receive payment for my sold items?
Payments are processed after the buyer has received and accepted the item. We will notify you via email and credit your chosen payment method. This process can take up to 10 working days.
What should I do if I need to cancel or reschedule my appointment?
If you need to cancel or reschedule your appointment, please contact us as soon as possible at office@reloved.co , and we will accommodate your request.
How do I prepare my items for the selling process?
Ensure your items are clean, in good condition, and include any original packaging or authenticity documents if available.
How does Reloved ensure the authenticity of its products?
At Reloved, we promise our buyers that product authenticity is paramount. Every item undergoes a comprehensive series of checks to verify its authenticity before being listed on our website.
What is involved in the authentication process?
Each item must pass a rigorous assessment that includes verifying model characteristics, finishes, and serial numbers specific to each luxury brand.
Do you accept items from anyone?
We only accept items from clients we have personally communicated with. Our team asks detailed questions about the item's purchase history, including requesting receipts when available. Items with insufficient details are not accepted.
What happens if a seller provides counterfeit goods?
Sellers are responsible for the authenticity of their items and are informed about laws regarding counterfeit goods. Reloved takes the issue of counterfeit goods very seriously and will not accept items with insufficient authenticity details.
How does Reloved protect buyers from counterfeit goods?
We have a strong protection system in place for our buyers. When an item is purchased, we hold the payment and only release funds to the seller once you have received the item and confirmed you are happy with it. If the item you receive is not as listed, please contact us at office@reloved.co
What should I do if I have concerns about the authenticity of an item I purchased?
If you have any concerns about the authenticity of an item you purchased from Reloved, please contact us immediately at office@reloved.co We will investigate the issue thoroughly and take appropriate action to resolve it.
What kind of items undergo the authentication process?
All pre-owned luxury goods listed on our website undergo our comprehensive authentication process. This includes clothing, accessories, and footwear from luxury brands.
What payment methods do you accept?
We accept a variety of payment methods including major credit and debit cards (Visa, MasterCard, American Express) & PayPal.
Can I pay in installments?
Currently, we do not offer instalment payment options. However, we are continuously exploring new payment solutions to better serve our customers.
Can I get a receipt for my purchase?
Yes, a receipt will be included in your confirmation email. You can also request a copy by contacting our customer service team at office@reloved.co .
How do refunds work?
Once we receive and process your returned item(s), we will issue a refund to your original payment method. This process can take up to 10 working days. You will receive an email confirmation once the refund is completed.
Can I change my payment method after placing an order?
Once an order is placed, the payment method cannot be changed. If you need to use a different payment method, you may need to cancel your order and place a new one with the desired payment method.