Dear Alyson,

Thank you for your feedback. We regret that you were banned from chat. We understand how important it is to ask sellers for details before making a purchase.

Vestiaire Collective provides all members with a chat feature to enhance communication between buyers and sellers, in accordance with our established guidelines. Any violation of these guidelines may result in temporary (48 hours) or permanent bans.

Our system detected a breach of the chat rules, which led to the automated temporary ban of your chat.

Please be assured that our team has already reviewed your case and resolved the issue; your chat has now been restored.

We recommend reviewing our chat rules through the following link to avoid future issues: https://faq.vestiairecollective.com/hc/en-gb/articles/360011181318-Why-have-I-been-banned-from-Buyer-Seller-chat

We appreciate your understanding and are here to assist if needed.

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 Nicola,

Thank you for your feedback. We understand your concern regarding the delivery issue with your recent order: Michael Kors Jet Set leather tote.

Please note that the carrier is responsible for delivering the package, and we can only intervene if they do not provide updates every two business days through the tracking link.

After you reported not receiving an update within the expected timeframe, we referred your case to our expert team to investigate with the carrier to locate the item and determine liability in case it is lost. This process typically takes 20 to 30 days.

As the investigation is still ongoing and the package has not yet been declared lost, we kindly ask for your patience. We cannot proceed with any payment until the investigation is concluded.

Rest assured that our team will keep you updated on your case via email.

We appreciate your patience and cooperation. If you need further assistance, we are here for you.

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