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

Dear Homa,

Thank you for your feedback. We're sorry to hear that you find our listing process challenging, especially when it comes to photo uploads.

At Vestiaire Collective, we uphold quality standards to effectively showcase your items. High-quality images boost buyer confidence and lead to quicker sales.

Please note that all photos must comply with our format and standards before they are accepted. Variations in image quality or missing photos may result in automatic rejection, which will be indicated in the app.

For your Gucci GG Marmont leather crossbody bag, we requested a photo of the serial number, its QR code, and the closure of your item. If these were not submitted within 48 to 72 hours of the request, it led to rejection. We encourage you to re-upload your listing with all required photos following the automatic rejection.

For guidance on necessary photos and tips for improvement, please click here: https://faq.vestiairecollective.com/hc/en-us/articles/209240225-Seller-How-to-Take-Great-Photos-for-Your-Listing

We also noticed that you have multiple listings on our platform. Thank you for your understanding.

If you need further assistance, feel free to reach out.

Best regards,
The Vestiaire Collective Team

Dear Diane,

Thank you for your feedback. We appreciate your concerns regarding the second authentication of your Moncler jacket and its relisting on your account.

At Vestiaire Collective, we take authenticity seriously. Although the jacket passed the initial inspection, we initiated a return for a second inspection based on your claims related to authenticity concerns.

Our experts have re-evaluated the materials and finishes and confirmed that the jacket is genuine, meeting Moncler’s production standards in Hungary. Additionally, the Certilogo was verified through Moncler's registration system.

Since the item was determined to be authentic, it was automatically relisted under your account. You can still request its return at any time as long as it hasn’t been sold.

As the relist occurred more than 72 hours after the initial delivery, standard processing fees apply in this case.

For more details on our inspection process, please visit our help center: https://faq.vestiairecollective.com/hc/en-us/search?utf8=%E2%9C%93&query=how+do+we+authenticate

We appreciate your understanding and are available for any further questions.

Best regards,
The Vestiaire Collective Team

Dear Tibs,

Thank you for bringing this to our attention.

We regret that you have concerns about the authenticity of your purchase.

At Vestiaire Collective, we take any authenticity claims seriously. Our protocol requires returning the item to our hub for a thorough re-evaluation by our experts, who are trained in brand-specific identification and verification. They follow strict guidelines to ensure accuracy.

To initiate the return, we will email you a shipping label so you can send back the item within 7 days.

Once we receive it, our experts will conduct an inspection and inform you of the results. If the item does not meet brand standards, a full refund along with any applicable fees will be issued within 5 working days.

If it meets standards, we'll relist it on your account after deducting our selling fee and securely store it until sold. If you'd prefer its return before sale, we can arrange that as well.

Thank you for your understanding.

Feel free to contact us if you need more assistance.

Kind regards,

The Vestiaire Collective Team