Dear Bonny,

Thank you for sharing your feedback with us.

We sincerely regret that the Black Stuart Weitzman Leather Boots you ordered did not meet your expectations. We fully understand your situation.

Upon further review, we noted that you had previously contacted us via email regarding this issue. Our team was prepared to address your concerns, but we did not receive the necessary photographs of the item you received. As the return window has now expired, we are unable to process the return of your item.

For your information, before authorizing a return, we require proof, including photographs, demonstrating the discrepancy from the seller's description. If we do not receive this within the specified timeframe, we consider the case closed.

Thank you for your understanding and cooperation. We strive to provide you with the best possible experience in the future.

Kind regards,

The Vestiaire Collective Team

Dear Alice,

Thank you so much for bringing this to our attention.

We are really sorry to hear about the delay in shipping your item.

In this case, we kindly inform you that once an order is confirmed, the seller is asked to ship the item within 7 days. After that, delivery date will then depend on the carrier.

After checking, regarding the Mayle Silk midi dress (ref. 50597883), we would like to let you know that the seller has until December 21,2024 to ship your item, so we encourage you to be patient.

Please be assured that we send an email reminder to the seller every 2 days to ship the item. Once it is shipped, you will be notified with the tracking number.

Your understanding and patience are greatly appreciated. If you need any help, we are at your disposal.

Sincerely,

The Vestiaire Collective team

Dear Thomas,

Thank you for sharing your experience.

We are really sorry to hear that our order has been cancelled.

After further checking, we can confirm that the seller has indeed cancelled the order. As a result, the refund was issued to your account on 06/12/2024 and should now be reflected in your account.

Please be assured that this cancellation will have a negative impact on the seller’s performance.

We appreciate your understanding and hope you will find another similar item on our website.

If you need further assistance, we are here to help.

Kind regards,

The Vestiaire Collective team

Dear India,

Thank you for your feedback. We are deeply sorry for the delay in delivering your order. We truly understand your eagerness to receive it and would like to provide some clarification regarding the shipment delay.

Please be informed that once an order is placed, the seller has a 7-day window to ship the item; otherwise, it will be canceled automatically. In this case, the order was made on December 7th and was shipped the same day to our hub.

Since this order was placed with an authenticated shipment method, it first needed to pass through our hub for a physical inspection within 2 working days to determine its compliance and authenticity.

In the current situation, the item was delivered to our hub on December 16th. We have already completed the inspection, and the article was found to be compliant and authentic. It was dispatched to you yesterday and is now on its way. You can track this on your app.

We hope this has clarified the situation. Thank you for your kind cooperation and understanding.

We remain available if you need any further assistance.

Best regards,

The Vestiaire Collective Team

Dear Amelia,

Thank you for your feedback. We sincerely apologize for any doubts you have regarding the authenticity of your item. We understand your concerns.

At Vestiaire Collective, we take authenticity very seriously. All items undergo a digital check by our curation team before being published, ensuring that the item is authentic and meets our standards. During this process, sellers may be asked to provide various documents to support the item's authenticity, such as a receipt or proof of purchase.

Despite our stringent procedures, if a member has doubts about the authenticity of an item, we unlock the return to our hub for a thorough inspection. However, you need to provide us with the reasons for doubting its authenticity, and any relevant photos. Our authentication team has up to 5 working days from delivery to assess the item. If it is determined to be counterfeit, you will receive a full refund.

We kindly invite you to raise an issue of authenticity doubt by following these instructions on your app:

Please go to Orders & Sales > Orders > Concerned Item Reference > Report an issue.

We would be happy to review your case and resolve this accordingly.

We do not tolerate fake items on our platform and take appropriate action against sellers who violate this policy.

If you have specific concerns or would like to discuss your case further, please do not hesitate to contact our service. We are here to assist you.

Best regards,

The Vestiaire Collective Team

Dear Lydia,

Thank you for bringing this to our attention.

Firstly, we regret to hear that the Chloé Faux leather crossbody bag you received is not as described.

We would like to reassure you that the safety of our community remains our main focus, and we take this matter very seriously. We would like to reassure you that ensuring conformity and authenticity is our top priority.

However, upon careful verification, our team conducted a second inspection of your Chloé Faze leather crossbody bag and found that the item is compliant with the seller's description and photos. The item has been put back on sale under your account, and as soon as it is sold, you will receive your payment.

We apologize for any inconvenience this may have caused you. Please do not hesitate to chat with us for more information about this.

Warm regards,
The Vestiaire Collective Team

Estimado/a María,

Le agradecemos por tomarse el tiempo de compartir su opinión con nosotros 😊.

Comprendemos su interés en ampliar nuestros servicios a Colombia para el envío directo y la venta de sus artículos. Tenga la seguridad de que cualquier actualización al respecto será anunciada tan pronto como esté disponible.

En cuanto a las tarifas para comprar fuera de USA, le recomendamos revisar el proceso en los siguientes pasos: Centro de Ayuda > Comprar > Envío y entrega > General. Esto le proporcionará información más detallada.

Agradecemos su comprensión y estamos a su disposición para cualquier duda o consulta.

Esperamos verle pronto y le deseamos un feliz día.

El equipo de Vestiaire Collective

Dear Chris,

Thank you for bringing this matter to our attention. We fully understand your concerns regarding the voucher applied to your order.

Please be advised that the WELCOMEVC code offers a 10% discount under the following conditions: it is valid for the first purchase only, the currency must be either USD or CAD, and the total cart amount must be less than $500. However, in your case, the Brown Tom Ford Vest exceeds $500, so the discount is capped at $50.

We apologize for any inconvenience this may cause. We hope this clarifies your request. Should you have any further questions, please do not hesitate to contact us.

Wishing you a wonderful day!

Kind regards,

The Vestiaire Collective Team