FAQs

  • General

Will my personal details be available to other members?

 

  • For answers that you can’t find, please don’t hesitate to contact us and we shall get back to you as soon as possible.

I have forgotten my User ID and/or Password, what do I do?

If you have forgotten your username or password, please click on the ‘log in’ link on the top right hand side of the website and click on ‘forgot password?’ link under the log in fields and enter your email address, and your password/username will be forwarded to your registered email.

I've received an unsolicited email, what do I do?

It is strictly forbidden for any Member to solicit or send spam mail to any other Members. It is also strictly forbidden to make any unsolicited offers of other items for sale unless they are directly listed on the clothesagency.com. Please contact us immediately if any of these occur. The Terms & Conditions clearly state that this may result in suspension or disqualification. NB: The clothesagency.com further recommends that copies of all such correspondence in relation to the above, are stored and forwarded to us so that we can initiate the investigation.

How do I resolve an issue with a buyer or seller?

Firstly try to resolve the issue directly with the buyer or seller, if you do not receive a response within 3 working days, please provide us with the following:

  • Your username
  • The username of the seller or buyer that you have an issue with
  • The item in question; its title and number
  • The date the item was brought/sold
  • Issue overview

Please contact us and we shall look into the issue for you.

I do not wish to receive regular clothesagency.com updates - what do I do?

The clothesagency.com understands if you do not wish to receive newsletters, (although it is recommended you do glance at them, as they may have news of special offers that may be of interest to you!). All you have to do is to log in, using your username and password, click onto ‘My account’ and go to 'My details' and deselect the tick box called 'Receive email updates' and then 'Save changes'. Please note from time to time there will be notices sent to members announcing changes to either the site or the Terms & Conditions - you may not opt-out of these notices.

How do I cancel my Membership?

Should you wish to cancel your Membership, the clothesagency.com will be sorry to see you go. Please note that the Terms & Conditions will apply to you at all times regardless of your Membership status. Simply contact us informing us of your wish to cancel your membership. Don't forget that you'll be welcome to re-join at any time (unless a suspension or disqualification is the reason for your departure). 

Will my personal details be available to other Members?

Your personal details will not be available to other Members unless you buy an item and then obviously the seller will be sent your address to send the item to the only time you will need to give these details is when you contact a seller or buyer directly, either by asking a question, or when buying or selling an item. See our privacy policy for further details.

I've been awarded unjust Feedback from another Member, what do I do?

Should you receive feedback that you feel is unjust, please contact us and an investigation will be completed. If it is deemed the feedback is unfair, it will be edited and a caution could be given to the Member involved.
NB: The clothesagency.com further recommends that copies of all correspondence in relation to any transactions are stored until it has been completed to the satisfaction of both parties.

What is PayPal?

PayPal is a global e-commerce business allowing payments and money transfers to be made through the Internet. PayPal is the most preferred way to pay online because it's safer and faster. PayPal stores and safeguards your card and bank details, enabling you to pay online without entering your sensitive financial information every time you shop. You speed through checkout in just a few clicks, PayPal takes the payment from your card or bank directly, and your payment details are never shared on the internet.

What do the stars mean against each seller?

A gold star signifies that the item purchased, was true to its description, it was dispatched promptly and in good condition and that the buyer or seller felt the experience to be a good one. Furthermore, any problems were dealt with quickly and courteously. It also suggests that the Member who awarded the points looks forward to dealing with the seller or buyer again in the future.

A silver star indicates that there may have been a problem of some description with the designer item received, or how the transaction was handled. However, the seller or buyer was accommodating and the problem was eventually resolved to everyone's satisfaction.

black Star indicates that there was a serious problem with the sale and that either the buyer or the seller acted in a negative way and the problem sadly remained unresolved. This might include but not be limited to, a misrepresentation of an item; a refusal to pay; or a full refund claimed under false pretenses. Awarding a black star is a sign of a serious dispute and should not be undertaken lightly as once given, they may only be rescinded at the Website's strict discretion. Once a seller is noted to have gained a high number of these stars, their membership to The Website will be examined and assessed.

My personal details have changed - what do I do?

Should your personal details change at any time, please log into your account and go to ‘My details’ section.

I would like to change my username - what do I do?

You are welcome to change your username at any time - please log into your account and go to the ‘My details’ section.

Should Members be aware of any prohibited countries?

Whilst the clothesagency.com encourages an International Membership, there are a few countries that are prohibited, due to International Sanctions; for instance Angora (UNITA Groups), Burma and Zimbabwe. Membership is international, so if you are in any doubt, please check with the authorities in your local jurisdiction.

How do I ask a seller a question?

You can ask the seller a question when viewing the details of any item for sale. Once completed, an email will be sent to the seller.

How do I know if an item is authentic?

Sellers are actively encouraged to remain honest about the authenticity of their second hand designer catalogues. There are a number of items on the general market that are heavily influenced by the bigger labels and 'copies' are expressly forbidden as being passed off as originals. In the event of any doubt (i.e. an item is being advertised as a specific designer and you are wary of it's authenticity), then there are a number of checks you can run before committing to a purchase.  

i) Firstly - have a look at the seller’s feedback from other buyers. If they do not have feedback - don't be put off, simply complete another check. 


ii) Ask the seller a question via the ‘Ask the seller a question’ (against each item). They won't be offended if you send a friendly message just checking that the item is authentic.


iii) You can also click on ‘Meet the seller’ link, which can be found next to the seller's name. 

 

iv) Request proof it is authentic i.e. Dolce & Gabbana - look out for the linings (quite often leopard print - their favourite!) or labels, and in the case of handbags, there may well be the original credit card sized authenticity card with the item. Shoes will be clearly marked and clothes will have the Dolce & Gabbana label sewn in. Most sellers will include a photo of the relevant authenticity markings - but again - do always send a seller a message if you are not too sure!

What methods of payment may I use to make a purchase?

The preferred method of payment is PayPal.

May I cancel a purchase?

Once you have selected 'add to basket' and confirmed your purchase by proceeding to checkout, you are obliged to complete the transaction (please see Buyers' Terms & Conditions.) Having said that - there may be, on occasion, mitigating circumstances and a sympathetic seller may well allow a buyer to cancel a purchase. It is up to the individual Member, but a kindly attitude might well encourage a buyer to return in the future if there is more flexibility!

My purchase has not arrived, what do I do?

Firstly, you should contact the seller. Clothes Agency suggests that all items are sent by registered post, so it should then be possible to track the item with the Post Office or courier company. Should any irresolvable problems arise (i.e. seller's failure to send items to you) contact us directly, including all details. Whilst the clothesagency.com cannot accept responsibility for any items that have failed to arrive, help will be at hand to try and help you resolve the problem. Remember to reflect your purchasing experiences via member’s feedback!
NB: The clothesagency.com further recommends that copies of all correspondence, in relation to any transaction, are stored until it has been completed to the satisfaction of both parties.

The item I received was damaged in the post, what do I do?

Prior to purchasing a second hand designer item, you should check the seller's returns policy. If an item has been insured, a claim may be made through the correct channels. If no insurance has been put in place, the clothesagency.com unfortunately cannot accept liability for damaged or missing items and the matter will have to be resolved through yourself and the seller. Remember to reflect your purchasing experiences via member’s feedback!
NB: Clothes Agency further recommends that copies of all correspondence, in relation to any transaction, are stored until it has been completed to the satisfaction of both parties.

I received an item that I believe to be a fake, what do I do?

If any second hand designer item described as 'designer' appears to be counterfeit, please notify administration immediately. Any Member found to be knowingly falsely representing items may be removed from the Website. For further information, see Terms & Conditions. Please note: There are some sellers who may sell items that are 'in the style of' or 'based upon' a specific designer. Be sure to read the descriptions carefully to avoid disappointment! 
NB: The clothesagency.com further recommends that copies of all correspondence, in relation to any transaction, are stored until it has been completed to the satisfaction of both parties.

I've returned an item and have not received the agreed refund, what do I do?

Should you have not received a refund when due, contact the seller to remind them (it may be an innocent oversight!) and if this does not work, please contact us. Whilst the clothesagency.com cannot accept responsibility, help is always at hand where possible and if deemed to be behaving badly, a member may be reviewed and could be removed from the Website. Please see our Terms & Conditions.
NB: The clothesagency.com further recommends that copies of all correspondence, in relation to any transaction, are stored until it has been completed to the satisfaction of both parties.

How do I pay by PayPal?

All you need to do is to simply follow the online instructions within the checkout process to complete this method of payment.

What should I put in the ‘About me’ section?

A short biography would be great; where you live - what you do for a living - why you're selling your second hand designer items - What styles do you like to sell and buy, what are your hobbies? About me can be as short, or as long as is preferred - it can be business-like, or personal and fun - it's entirely up to each member!

How do I know what the listing fees are?

Listing fees at the clothesagency.com are amongst the lowest available on the Internet and very straightforward. For each item listed a fee of only £3.75 will be charged per 12 month period, or any part thereof. These listing fees will be deducted from your PayPal account upon confirmed listing of the item. Please note, once a listing period has begun, there will be no pro-rata refunds payable, regardless of when an item is sold or deleted. 

Are my credit card details safe?

When you register as a seller, you will need to provide a valid PayPal account. The clothesagency.com will not store your credit card details at any time within it's database, any listing fee transactions are processed through a completely separate and secure system, via PayPal.

Do you charge an end of sale commission once an item is sold?

The clothesagency.com is delighted to confirm that no commissions or end of sale fees are charged once a designer item has been sold by an Independent Seller! Items sold via the 'Sell For Me' service on behalf of an individual are subject to 40% commission. Second hand designer items sold on behalf of a charity are subject to an £45 administration fee with all profits paid directly to the charity.  

Should the items listed be dry cleaned?

It goes without saying that sellers should ensure that items offered for sale have first been dry cleaned, as well as pressed/ironed, and that they appear in a condition suitable for sale. Clothes delivered to buyers in a bad condition will only reflect negatively on the seller and will surely be remembered when the buyer comes to awarding Members feedback!

How long will my items stay on the Website?

An item will remain on the Website for up to 12 months. At the end of this period the item will be automatically removed. Please note, once a listing period has begun, there will be no pro-rata refunds payable regardless of when an item is sold or deleted.

Is it essential that I include a photograph of my item?

All designer items listed on the Website must include at least one photograph. It is important that when photographing your item that you adhere to our Photographic Guidelines. 

What are your photographic guidelines for listing?

Photograph your items with a plain black or white contrasting background.

Ensure your item is well lit to increase detailed visibility

Make sure your image is in focus and not blurred

Do take photos of any receipts, any original tags and or an items certificate of authenticity (if you have it).

How do I upload my photographs?

When you are ready to list your items for sale, you'll be provided with step-by-step instructions on how to upload your photographs, as well as help on how to enter all necessary information to best describe your item. 

How do I price my item?

As a Member of our community you have the advantage of setting your own price for your designer items - this is not an auction! However, Members are encouraged to be realistic when pricing. Check other sales for any similar items that may help to give you an idea of value - but always remain fair. If your item does not sell within three months, it is recommended you consider lowering the price. On the other hand, you might wish to sell your item quickly at a much-reduced cost to encourage the sale. In that case it is suggested you place the item in the sale relavant category. Remember, if you need any help or advice, please contact us - assistance is never far away.

What Methods of Payment May I Accept? 

PayPal.

Can I change the description of my item once listed?

You can change any of the details that appear on your listed items, simply by logging into your account and going to the ‘I'm selling it’ section and choosing the edit facility from the drop down action menu. 

How can I remove items that I no longer wish to display?

To remove an item you just need to log into your account and go to the ‘My account’ section then ‘I'm selling it’ to access your full list of items for sale. Simply find the item you wish to remove and select 'End now' from the drop down action menu.  A notification of the date and time of your deletion will be forwarded to administration.

How do I know if my item has been sold?

The clothesagency.com will notify you automatically via email as soon as your item is sold.

What happens if my item does not sell immediately?

Your items will be listed on the clothesagency.com for up to 12 months. Should your item not sell as quickly as you would like, it is strongly recommended that you consider lowering the price or perhaps moving the item to a sale category for a quick sale.

May I refuse a sale?

Once an item has been confirmed as having been ordered, the buyer has entered a contract to purchase the item for sale, so it can no longer be withdrawed. However, if at any time you wish to withdraw your item from display before it has been purchased, you may do so by going to ‘I'm selling it‘ and selecting from 'End now' against the relevant item from your catalogue.

What happens if the item is lost in the post?

It is recommended that all items be sent via recorded delivery, or the equivalent in your jurisdiction. It is further recommended that Independent Sellers offer an insurance policy as added peace of mind for buyers. This is purely at the discretion of buyers and sellers and should be negotiated during the purchase process. The clothesagency.com is unable to accept responsibility for any item lost in the post that is the result of a sale between an independent seller and buyer. 

What are the returns policies for items on sale?

Customers are entiltled to refund to you the price for the Item within 30 days of receipt of the returned Item on the following conditions:  

 

You have contacted the Seller within 7 days of receiving the Item and received from the Seller confirmation of your cancellation.  

You have returned the Item to the Seller within 7 days of receiving confirmation of your cancellation.

You have paid all postage and packaging for the return of the Item;

The Seller has received the Item from you in the same condition as the Item was sent to you.  Any swing-tags and stickers still attached.

 

Once the seller receives the item back, they will action the refund to the Paypal account which was used to pay.

 

Returns outside of the timeframes described above may be accepted at the sole discretion of the Seller.

 

The Seller accepts no responsibility for Items sent by the Buyer, which are lost, delayed or damaged in transit

 

If the Item arrives and does not correspond with the description and photographs provided, you may return the Item to the Seller within 7 days if not you are deemed to have accepted the Item as being in a condition corresponding to the description under which you purchased the Item.

 

If you are a business seller then you will also need to be familiar with the the Distance Selling Regulations 2000