Frequently Asked Questions
Buying on Marketplace
I HAVE A PROBLEM WITH MY ORDER
If you have contacted the seller and they have not responded to you within a reasonable time frame, you can reach our customer relationship team.
DO YOU OFFER DISCOUNT ON ITEMS TO BUY FROM MARKETPLACE?
We do not offer discount on items purchased via Marketplace, however boutiques have the option to set up promotion and discount codes so it is a good idea to keep an eye out for these.
HOW DO I PURCHASE ITEMS?
To purchase click on the Add To Bag option of the item(s) that you want. The item(s) will then be added to your basket. You can either view your shopping bag or Checkout. Items in My Shopping Bag are not reserved for you and are available for other people to buy so make sure you act fast if there’s something you really want. Items will not be reserved from stock until you have paid for them. If an item goes out of stock it will be shown as 'item is currently unavailable'.
Refunds & Returns
WHAT SHOULD I DO IF A SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?
If a seller will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter. Contact our customer relationship team and we’ll take it from there.
Exchanges can be made on like for like products, i.e. if you require a different size. If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.
CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-MEASURE?
If a garment has been made and produced according to your exact measurements, the seller is under no obligation to accept a return, however we recommend that you message the seller to discuss your individual case as some may be happy to offer a refund.
SHIPPING COSTS ON REFUNDS & EXCHANGES
Any standard shipping charges that you have paid to receive your purchase will be included as part of your refund.
Customers are entitled to return an item within 10 days if it is different to how it was advertised by the seller and is unworn.
If an item becomes faulty after wear, the customer is entitled to query a refund or exchange within 28 days of receiving an order. The customer must provide a detailed description of the fault together with photographic evidence and contact the seller immediately. Once the seller has reviewed this information and received the item back to their warehouse any decision to honor a refund is at their discretion and based on the evidence provided by the customer.
To advise the seller of the faulty item go to your purchase, chose the option "Return the product". In the ‘Actions’ drop down select ‘Request Refund’. Select ‘faulty’ as the reason for the return and add in a message to the seller with more details on why the item is faulty.
HOW DO I RETURN AN ITEM FOR REFUND?
Customers are entitled to a full refund within 10 days of receiving an order, provided the item is unworn and immediate packaging is received back in the same condition as it was sent.
On your purchase, chose the option "Return the product". Select a reason for the return from the drop down and add in a message to the seller.
Once confirmation has been received from the seller, proceed with returning the item.
The Seller will then provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method.
If the seller has not updated the order status to Shipped then you may not have the request refund/exchange option available, in this situation, message the seller though the site to advise them of this.
Please note that the seller may refuse a refund if the garment as been made according to your precise measurements ie) made-to-measure.
MY ITEM HASN'T BEEN MY ITEM HASN'T BEEN DELIVERED, WHAT SHOULD I DO?
We recommend you contact the Boutique directly. You can then follow up your order and ask for any tracking information that will help locate your order. If you don’t receive a response after a reasonable period of time then you can escalate the matter. If the issue remains unresolved, contact our customer relationship team and we’ll take it from there.
HOW DO I CHANGE MY ADDRESS OR ADD A NEW ONE?
Log into your Marketplace account and click through to Account>settings>my details. There you can choose to 'edit' an existing address or select 'add an address'.
HOW LONG WILL IT TAKE TO DELIVER MY ITEM?
This can vary based on the where the item is being delivered from or to, the seller will have specified the shipping times on the shipping details section on their listing. Some sellers use shipping services that will allow you to track the delivery. If you want more information contact the seller by clicking on the envelope icon on their store front or on any of their items for sale.
HOW ARE DISPUTES RESOLVED?
Disputes are resolved by the Marketplace. Once they have been resolved, the Marketplace will record the result. the Marketplace may then take further action if deemed necessary, this can include payment reversal, or the suspension of selling or buying privileges.
HOW DO DISPUTES WORK?
Raising a dispute should be the absolute last resort. You should always try to solve your problems by communicating directly with the Boutique first. Disputes take some time and often require the buyer and seller to provide evidence of their role in the transaction and item delivery.
WHAT IS A DISPUTE?
A dispute occurs when a buyer and a seller can’t resolve a problem with a purchase directly between themselves.
THE SELLER IS IGNORING ME
We recommend you contact the Boutique directly by clicking on “contact vendor” then “Send Message”. Be sure to get in touch with the seller at least once and ensure that you've allowed a reasonable amount of time for them to get back to you. If you are still waiting, then you can escalate the matter. For all unresolved issues, contact our customer relationship team and we’ll take it from there.
WHAT HAPPENS WHEN I CANCEL A PURCHASE?
When you cancel an order the seller will be informed that you have cancelled the order so they know not to ship your item out. Once the seller approves the refund you will receive the to the account you used to pay.
HOW DO I CANCEL AN ORDER?
On your purchase, chose the option "Cancel the product". Here you can see the status of your orders and you may cancel any order before it has been shipped by the seller. You will only be able to Request a Refund for orders that have not yet been changed to shipped by the seller. When you cancel an order, you have to leave a message to let the seller know why. As good manners, we would recommend that the buyer notifies the seller of their cancellation as soon as possible.
CAN I CHANGE MY FEEDBACK?
If you have left feedback incorrectly, or a seller has rectified a problem, you can change your feedback once. You can change it by contacting our customer relationship team.
HOW DO I LEAVE FEEDBACK FOR AN ITEM I RECENTLY BOUGHT?
Once your item has been shipped you can leave a "Feedback" at the boutique storefront area. Click through to leave either positive, neutral or negative feedback for the seller plus a comment. If you have a question for the seller please do not leave it in the feedback section, send them a message by clicking on the envelope icon on their store front or on any of their items for sale.