Frequently Asked Questions (FAQ's)
General Information:
Are your items Authentic?
Yes! All of our items are authenticated by our in-house specialist authentication team and also come with a Certificate of Authenticity from Genie Authentication. 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?
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 - Excellent - An item that has seen light use and may contain little to no visible signs of wear.
Pre-loved - Very Good- An item that has seen light use and may contain some minor visible signs of wear.
Pre-loved - Good - An item that has seen moderate use and may contain some minor and/or major visible signs of wear.
Pre-loved - Fair - An item that has seen extensive use and may contain several minor and/or major visible signs of wear.
We aim to grade our items as accurately and fairly as possible.
Shipping Information:
Do you ship internationally?
Yes! We ship Internationally using Royal Mail's International Tracked Delivery Service.
For Europe, International Tracked Shipping is charged at £14.99.
For the Rest of the World, International Tracked Shipping is charged at £29.99.
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 Tracked24 Delivery Service, Royal Mail aim to deliver the next working day after being posted, however this is not guaranteed.
For UK orders using our Special Delivery postage, Royal Mail guarantee to deliver the next working day before 1pm after being posted.
For International Orders using the International Tracked 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 your 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 already 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.