Dear Beth,

Thank you for taking the time to provide us with your feedback.

We understand your concerns about communication with the seller, and we apologize that you were unable to present the gift to your daughter on time.

Please note that you can access tracking information directly in your account under the "Orders & Sales" section. It’s worth mentioning that sharing lengthy tracking numbers can be mistaken for sharing phone numbers in chat, which may result in a ban.

Additionally, please feel free to reach out to us whenever you encounter any issues with your order. Upon review, we see that the item was sold on 10/12/2025, shipped on 16/12/2025 within the seven-day timeframe, and delivered to you on 20/12/2025.

Do not hesitate to contact us; we are here to assist you.

Thank you for your understanding and cooperation.

Best regards,

The Vestiaire Collective team

Dear Alison,

Thank you for taking a moment to share your feedback.

We understand your concerns regarding the commission. These fees are determined by the item's price and local currency. They are visible for you during your listing, and directly on the main page of the listing once it is accepted for sale.

We encourage you to check our FAQ by following this path: Help Centre > Selling > Payment & Fees > General.

Our commission model is designed to cover costs associated with running the platform, such as marketing, secure payment processing, and customer support, all of which work together to provide a smooth experience for our users.

We appreciate your understanding and are here to assist with any further questions or concerns you may have.

Best regards,

The Vestiaire Collective team

Dear Jacqueline,

Thank you for taking the time to provide your feedback.

We understand that the size of your order did not meet your expectations, and we sincerely apologize for the delay in delivery.

Upon review, we see that the order was placed on December 7,2025, shipped on December 11,2025—within the seven-day processing timeframe—and delivered on December 12,2025.

Please note that you have a window of 72 hours after delivery to raise any concerns if you believe the item does not match what was described by the seller.

Since no claim was submitted within this timeframe, and you relisted the item on December 15,2025—still within those same 72 hours—no selling fees were applicable to your sale. However, we noticed that you adjusted the price multiple times before finalizing a sale at an agreed price with the buyer.

Additionally, you have the option to request delivery with authentication. Our team will make sure that both the authenticity and quality, including the size, are carefully checked before delivery.

We appreciate your understanding and are available to assist with any further questions or concerns.

Best regards,

The Vestiaire Collective team

Dear Andrea,

Thank you for your feedback.
We understand your concerns regarding the offer process, especially when buyers do not always finalize their accepted offers.

To clarify, the "Make an Offer" feature is intended to provide a fair experience for both buyers and sellers. Therefore, offers must be at least 30% of the sale price.

Sellers have the option to accept or decline offers. Buyers can also choose whether or not to purchase the item, even if the seller has accepted their offer. Please note that sellers can disable the "Make an Offer" feature in their listing section if they prefer not to receive offers.

We recognize that some buyers may not complete their transactions; however, many committed buyers follow through on their offers until finalizing their purchases. To assist sellers in this process, we send reminders to buyers encouraging them to complete their orders before the offer expires.

For more information, please visit it for sellers: Help Center > Selling > My Listings > Make an offer

If you have any further questions or requests, we are here to help you.

Best regards,
The Vestiaire Collective Team

Dear Amber,

Thank you for taking the time to provide us with your feedback.

We understand your concerns regarding the seller's description and response time.

While we would like to assist you with this matter, please be assured that we encourage our sellers to ensure their descriptions and images are clear. If you prefer, you can opt for delivery with authentication to have the item physically inspected before delivery.

As for their response time, this is not something we can directly control, as individuals have different preferences for replying to inquiries. You may also use the comment section for any public questions.

We appreciate your understanding and are here to help with any further questions or concerns you may have.

Best regards,

The Vestiaire Collective team

Dear Alison,

Thank you for taking the time to provide us with your feedback.

We understand your concerns regarding the return of your sold item and would like to offer some clarification.

After our review, we found that the item was delivered directly to the buyer on 28/01/2026. Shortly thereafter, they submitted a claim stating that the item had an unpleasant smell of dampness or mould, even though it was listed as “never worn” in its description.

Following a thorough investigation, we have concluded that the item returned by the buyer does not match its description. Therefore, we are unable to process this payment in accordance with our company policy.

While we understand your disappointment, please note that our decision is consistent with our established procedures for handling disputed deliveries.

We appreciate your understanding and are available to assist you with any further questions or concerns.

Best regards,

The Vestiaire Collective team

Dear Magdalena,

Thank you for providing your feedback.

We understand that both soles have shredded after using the pair of Alexander McQueen shoes you purchased in December, and we apologize for any trouble this may have caused.

After reviewing your case, we found that the item was sent directly from the seller to you without being inspected at our warehouse before delivery.

We regret that the product did not meet your expectations after use. However, our return policy does not allow returns on used items as we cannot verify their condition afterward.

We recommend checking items carefully upon delivery to avoid similar issues and reporting any concerns within a 72-hour window.

We understand this may be disappointing and hope this explanation helps clarify our return policy.

If you have any further questions or concerns, please feel free to reach out to us. We are here to help.

Thank you for your understanding.

Best regards,

The Vestiaire Collective team

Dear Jane,

Thank you for taking the time to provide us with your feedback.

We are glad to hear that you had a positive shopping experience, and we understand your concerns regarding the messages from the seller.

To help resolve this issue, please note that you can block a user through the buyer/seller chat if you prefer not to communicate with them anymore. However, if it is related to offers, it may be due to your interest in their listings, which encourages them to send offers.

If you have any further questions or concerns, please feel free to reach out. We are here to assist you.

We appreciate your understanding.

Best regards,

The Vestiaire Collective team

Dear Alina,

Thank you for your feedback. We are sorry to hear that your order for the Dior Silk mini dress did not meet your expectations. We understand your need to verify a seller’s status before making a purchase.

Please note that for items you are interested in, you can easily check the seller’s status (Professional seller) by going to their item page and checking the seller's profile. After that, you can proceed with your purchase.

We look forward to hearing from you and are available for any further assistance.

Best regards,
The Vestiaire Collective team

Dear Lilian,

Thank you for your feedback. We apologize that the Saint Laurent Rive Gauche tote did not meet your expectations and that its delivery did not align with your travel plans. We understand your concern regarding the shipping delay.

Regarding shipping postponements, for orders with "Authenticated Shipping," we can sometimes coordinate with our logistics team to hold a package if you contact us during inspection. However, once the item is cleared and dispatched, the process becomes automated.

Please understand that sellers do not have the option to extend it. A two-week delay would have resulted in an automatic cancellation of the sale and could negatively impact the seller's status, which is why it was sent as scheduled.

For more information: https://faq.vestiairecollective.com/hc/en-gb/articles/208749269-Buyer-How-Long-Does-the-Seller-Have-to-Send-My-Item

Concerning the item's conformity, during inspection, we confirmed the bag's authenticity and its compliance with the seller's description. No undisclosed flaws were found; otherwise, you would have received a "Negotiation Report" allowing for cancellation.

According to our policy for items from individual sellers, any claims regarding non-conformity must be made within 72 hours of delivery. Since your report came after this period and since all sales are final, we cannot take further action.

For more information: https://faq.vestiairecollective.com/hc/en-gb/articles/360004969178-Buyer-Vestiaire-Collective-s-Return-Policy

We appreciate your understanding and are here if you have more questions.

Best regards,
The Vestiaire Collective Team

Dear Shannon,

Thank you for reaching out to us.
We understand your concern regarding the persistent odor of the Onitsuka Tiger boots purchased on November 11,2025. We sincerely apologize for any inconvenience this has caused.

As this item was purchased from an individual seller with authenticated shipping, the standard procedure for reported issues is a "return for a second check." If a second inspection confirms that the item does not match the original description, you receive a full refund. If the item is found to match the description, it is relisted for sale on your behalf.

You can find more details regarding our return policy here: https://faq.vestiairecollective.com/hc/en-gb/articles/360004969178-Buyer-Vestiaire-Collective-s-Return-Policy

Upon reviewing your order, we noted that the item was delivered on December 1,2025. According to our policy, any issues regarding an item's condition or conformity must be reported within 72 hours of delivery. Because this timeframe has passed, we are unable to process a standard return. So, now the available option is to relist if you wish.

We remain available should you have any further questions or if you would like to discuss how to proceed.

Best regards,
The Vestiaire Collective Team