The RealReal FAQ | Sitejabber

Question:

After reading all of the reviews i am terrified of the fact that i ordered 2 prada non returnable handbags. i do not understand if it is against the law to mail counterfeit items, how is it the company does not get into trouble for that, and also how does it happen to begin with, with 'in house'' authenticators? i am praying that these 2 handbags are exactly as described, 1 excellent condition, the 2nd very good condition and 3 both are real. since it is against the law to mail counterfeit items through the mail, and misrepresenting the condition of product could be considered fraud, it seems impossible that the feds or somebody hasn't closed down shop, and it feels like a sinking pit in my stomach that a fake in poor condition may be on it's way to me. how do fakes and poor quality slip through the cracks anyway...? After reading all of the reviews i am terrified of the fact that i ordered 2 prada non returnable handbags. i do not understand if it is against the law to mail counterfeit items, how is it the company does not get into trouble for that, and also how does it happen to begin with, with 'in house'' authenticators? i am praying that these 2 handbags are exactly as described, 1 excellent condition, the 2nd very good condition and 3 both are real. since it is against the law to mail counterfeit items through the mail, and misrepresenting the condition of product could be considered fraud, it seems impossible that the feds or somebody hasn't closed down shop, and it feels like a sinking pit in my stomach that a fake in poor condition may be on it's way to me. how do fakes and poor quality slip through the cracks anyway...?

Answer:

I work at The RealReal. We pride ourselves on our authentication process and track record. We thoroughly inspect every item, including the types of items you mentioned. You are right, it is against the law to ship counterfeit items. That's why we only ship items that have been inspected by our authentication experts. If you have any concerns after receiving your order, please contact our customer service team. They will be happy to assist you. Thanks.

By Stan G. over a year old

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Question:

Why am i only recieving $ 156 on my t&co $ 600 necklace?!?!?!?!?!? Why am i only recieving $ 156 on my t&co $ 600 necklace?!?!?!?!?!?

Answer:

I can say my experience has been the same. It's a scheme they should tell you what your payout will be before agreeing. I sent a $800 brand new 6 week old Sachin and Babi gown tags attached and still on website full price. They wanted to sell it was $160 and i would get 10% F that!

By Becca L. over a year old

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Question:

What would i have to do if the item is non-returnable or exchangeable but is fake although the description says authentic? What would i have to do if the item is non-returnable or exchangeable but is fake although the description says authentic?

Answer:

Hi Dani, Please contact Customer Service at 855.435.5893 about your concerns. Our reps can address your authenticity concerns as well as facilitate an avenue for re-authentication or return. We look at each situation on a case by case basis so we're happy to help!

By Stan G. over a year old

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Question:

Are your customer service responses auto delivered? do you hire the handicapped to measure? are they colorblind? trouble with reading comprehension? Are your customer service responses auto delivered? do you hire the handicapped to measure? are they colorblind? trouble with reading comprehension?

Answer:

Yes I ask this question as well… unbelievable 8 out of ten items were not correctly measured. My fave was a solid black dress labeled as a floral print… sur jan the worst company ever

By Daryl D. on 8/7/23

Question:

Is this company a good deal for sellers? Is this company a good deal for sellers?

Answer:

Hi Bill, you can learn more about our consignment process by heading to therealreal.com/sell

By TRR S., over a year old

Question:

How authentic are their diamonds How authentic are their diamonds

Answer:

Hello Sadaf, Thank you for reaching out. Authenticity is the cornerstone of The RealReal. We staff in-house professionals including gemologists, horologists, art appraisers and apparel experts that ensure every item sold is 100% authentic and in beautiful condition. All jewelry items have been appraised and inspected by our certified gemologist. All diamond and gemstone grading is done under GIA standards as the mounting permits. All gemstone weights and measurements are approximate. If you have any further questions feel free to contact us.

By TRR S., over a year old

Question:

Are your stuff real Are your stuff real

Answer:

Dear Isaiah, Thank you for your inquiry. Authenticity is the cornerstone of The RealReal. We staff in-house professionals including gemologists, horologists, art appraisers and apparel experts that ensure every item sold is 100% authentic and in beautiful condition. All items are put through a multi-point, brand-specific, authentication process by a team of luxury experts guided by our Director of Authentication & Brand Compliance. During this inspection process, we validate appropriate brand markings, date codes, serial tags and hologram stickers as applicable. Each item passes through our strict authenticity test before it is curated into daily sales. Feel free to contact us if there is anything else we may assist you with.

By TRR S., over a year old

Question:

Good morning, i would like to consign with the real real. what is the process? i can be reached at susanlclark@gmail.com. Good morning, i would like to consign with the real real. what is the process? i can be reached at susanlclark@gmail.com.

Answer:

Hello Susan Thank you for reaching out to The RealReal today! We are happy to see your interesting in consigning with us and I will be more than happy to help. There are three easy ways to consign. 1. Schedule a free in-home pickup. (For assistance please call 855.435.5893 option #2) 2. Ship your items directly with a free, prepaid label. (Please visit: https://www.therealreal.com/consign) 3. Schedule and Visit a Luxury Consignment Office or Retail Store for a free valuation or consignment drop-off. Glad I was able to help with the consignment process. If there is anything else I can help with, please do not hesitate to ask.

By TRR S., over a year old

Question:

I wanted to know more about how designer items are packaged I wanted to know more about how designer items are packaged

Answer:

Hello Ivan, Thank you for reaching out. Certainly! All items are packed in plain cardboard boxes or plastic mailers(soft items only). Inside the packaging items are placed in our branded dust bags unless the product listing indicates the item comes with its original packaging. If you have any further questions feel free to contact us.

By TRR S., over a year old

Question:

Is it your responsible that separate my items into different packages, so that i need to pay more tax duties? ( the tax is soooo expensive! ) Is it your responsible that separate my items into different packages, so that i need to pay more tax duties? ( the tax is soooo expensive! )

Answer:

Hello, Thank you for reaching out. We would be happy to clarify! The RealReal operates out of two different warehouse so, items will not always be shipped in the same package. However, we can confirm any orders that are international get shipped with a commercial invoice indicating, what is specifically in that package only. The commercial invoice will show product details, including cost, as well as customer name and address or other contact details, so that the information can be provided to destination customs or postal authorities, to the extent required under the laws and regulations of the destination country. If you have any further questions feel free to contact us.

By TRR S., over a year old

The RealReal Questions & Answers

Why am i only recieving $ 156 on my t&co $ 600 necklace?!?!?!?!?!? Why am i only recieving $ 156 on my t&co $ 600 necklace?!?!?!?!?!?

What would i have to do if the item is non-returnable or exchangeable but is fake although the description says authentic? What would i have to do if the item is non-returnable or exchangeable but is fake although the description says authentic?

Are your customer service responses auto delivered? do you hire the handicapped to measure? are they colorblind? trouble with reading comprehension? Are your customer service responses auto delivered? do you hire the handicapped to measure? are they colorblind? trouble with reading comprehension?

Is this company a good deal for sellers? Is this company a good deal for sellers?

How authentic are their diamonds How authentic are their diamonds

Are your stuff real Are your stuff real

Good morning, i would like to consign with the real real. what is the process? i can be reached at susanlclark@gmail.com. Good morning, i would like to consign with the real real. what is the process? i can be reached at susanlclark@gmail.com.

I wanted to know more about how designer items are packaged I wanted to know more about how designer items are packaged

Is it your responsible that separate my items into different packages, so that i need to pay more tax duties? ( the tax is soooo expensive! ) Is it your responsible that separate my items into different packages, so that i need to pay more tax duties? ( the tax is soooo expensive! )

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