Frequently Asked Questions (FAQ's)

ITEM INFORMATION:

Are your items Authentic?

Yes! All of our items are authenticated before being listed for sale and come with a Certificate of Authenticity from Genie Authentication. We are also transparent about showcasing any relevant authenticity information such as neck labels, wash labels, size labels, stitching, badges, etc, allowing you to authenticate our items externally if you so wish for additional reassurance before purchasing. We strictly do not condone the sale of counterfeit goods.

How do I search for a specific item or brand that I'm looking for?

You can use our Search bar to search anything specific. You can find this using the magnifying glass icon at the top right hand side of the page. Alternatively, in our shop page, you can use our various filters to sort through our current stock. You can select multiple filters at a time to narrow down your search. 

How do I know which products are pre-loved and which are New?

You can filter between pre-loved items and New items in our shop page's filters! Additionally, all products descriptions state the condition of the item. Based on our quality check, each item will be assigned one of the five evaluations to describe its overall condition: "Brand New with Tags", "Brand New without Tags", "Pre-loved - Excellent", "Pre-loved - Good", and "Pre-loved - Fair".

Brand New with Tags - An item that is brand new with original tags.

Brand New without Tags - An item that is brand new without original tags.

Pre-loved - ExcellentAn item that has seen limited use and as such may contain minor cosmetic imperfections. 

Pre-loved - Good An item that has seen moderate use and as such may contain cosmetic imperfections and/or minor cosmetic damage.

Pre-loved - Fair - An item that has seen major use and as such may contain clear signs of usage but still serves its main function. The item may have cosmetic damages or show other signs of previous use.

We aim to grade our items as accurately and fairly as possible, however please do not expect a brand new item if buying pre-loved as a little wear is expected from use with our pre-loved items. Any major flaws will be noted in the description and also shown in the product images.

SHIPPING INFORMATION:

Do you ship internationally?

Yes! We ship Internationally using Royal Mail's International tracked service.

For Europe, International tracked postage is charged at £15.

For the Rest of the World, International tracked postage is charged at £30.

How long will it take to receive my order?

We endeavour to ship all orders as soon as possible. Generally, orders are shipped same-day or next working day depending on your time of order. During busy periods, orders can take longer than this to be shipped. Please note that orders cannot be shipped on Sundays or on public holidays.

For UK orders using our Free of Charge Tracked24 Delivery Service, Royal Mail aim to deliver the next working day after being posted, however this is not guaranteed.

For UK orders who upgrade to Special Delivery postage, Royal Mail guarantee to deliver the next working day before 1pm after being posted.

For International Orders using the International Tracked & Signed For delivery service, Royal Mail aim to deliver within 3-5 working days to Europe and 5-7 working days for the rest of the world.

How do I track my order?

When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long. You can use this tracking number on Royal Mail's website to track your order. Alternatively, you can track your parcel directly from our website by visiting the 'Track your Order' page available in the footer of our website. Please note that sometimes the tracking can take a day or two to be updated by the courier. If it looks like its not moving, chances are its on its way!

What is your returns policy?

If you are not completely satisfied with your online purchase, please contact us and notify us of your intention to return within 14 days of receiving your goods. We will provide our return address, and you have a following 14 days to return the goods. Unfortunately, we regret that we are unable to offer refunds on any orders that fall outside of these windows. This policy does not affect your statutory rights. Please refer to our Refund Policy for more detailed information on returns and refunds.