Dear member,

We thank you for taking the time to share your feedback with us.

We understand your concern about receiving a notification regarding a recent sale, especially since you haven't listed any items on our site yet. We want to assure you that we take any potential account mix-ups very seriously.

Upon reviewing your account, we found a purchase that was made in February. However, we can confirm that you have not listed any items for sale, so no sales have occurred from your listings.

To investigate the reason for this notification, could you please get back to us via message with a screenshot of the email you received? This will help us identify the specific notification and understand why it was sent to you.

Thank you for your cooperation in helping us resolve this matter promptly. We look forward to your response.

Best regards,

The Vestiaire Collective team

Dear Kettly,

We thank you for taking the time to share your feedback with us.

We understand your concern regarding your recent order, and we are sorry to hear that your experience was not satisfactory.

Upon reviewing your case, we noted that you initiated a return because the item's size was not suitable. Following our standard procedure, the returned item underwent a second inspection by our team, as it had already been checked before being shipped to you.

Our team confirmed that the item matched the seller's description and the size indicated. Consequently, the item was relisted under your account, as per the process discussed before you returned it.

However, we understand that you have now requested the item to be returned to you. Please be assured that our team is processing this request and will ensure the item is returned to you as quickly as possible.

You will receive a confirmation email with details regarding the return shipment.

Thank you for your understanding and patience as we work to resolve this for you.

Best regards,

The Vestiaire Collective team

Dear Shannon,

Thank you for bringing this to our attention.

We understand your concern regarding the payment for your sale under reference 53367413 – Prada Mary Jane leather heels.

After verifying on our end, we can confirm that your payment was successfully issued on 29/03/2025. Typically, payments arrive in your account within 24 hours If Venmo.

If you have not received the payment yet, we kindly recommend contacting your bank directly, as a proof of payment has already been shared with you via the app.

We truly appreciate your patience and understanding, and please don’t hesitate to reach out if you need any further assistance.

Kind regards,
The Vestiaire Collective Team

Dear Maria,

Thank you for taking the time to share your feedback with us.

We completely understand your frustration regarding the post-sale negotiation initiated by our Quality Control team for your Prada Crystal jewellery set.

After carefully reviewing your case, our experts found that the item did not fully match its online description due to broken chain "the necklace is broken but can be fixed" / signs of wear on necklace and earrings:
• Level of importance: Moderate
• Size: 1-3 cm (0.4-1.2 in)
• Quantity: 2

In line with our process, both you and the buyer were informed of this discrepancy. The buyer was then given three days to confirm the negotiation, but ultimately chose to cancel the order.

As per your preference, the item was returned to you and shipped via Royal Mail.

We truly appreciate your understanding and remain at your disposal should you have any further questions or concerns. Please don’t hesitate to reach out.

Kind regards,
The Vestiaire Collective Team

Dear Renae,

Thank you for bringing this to our attention.

We understand your concern regarding the payment for your sale of the Rochas necklace.

After checking on our side, we can confirm that your payment was issued on 14/03/2025 and should normally have reached your account within 24 hours.

If you still haven't received the payment, we kindly invite you to contact us directly via the app so we can look into this further and assist you accordingly.

We truly appreciate your understanding, and we look forward to resolving this for you as soon as possible.

Kind regards,
The Vestiaire Collective Team

Dear Beatrice,

Thank you for bringing this to our attention.

We understand your concern regarding the earnings and commission related to your sale of the Silvia Tcherassi Trousers (item reference: 51011121).

Upon reviewing your case, we can confirm that your item’s price was reduced following an offer made by the buyer, which you accepted. As a result, the final sale price of the item was $21.63.

From this amount, the following deductions were made:
-$10 selling fee
-$3 processing fee

Your net earnings came to $8.63.

For full details about our selling fees, please feel free to visit our help center by typing ''Seller-Selling-Fees''.

We hope this clarifies things. Should you have any further questions, feel free to reach out — we're always here to help.

Kind regards,
The Vestiaire Collective team

Dear Brie,

Thank you so much for taking the time to share your feedback with us.

We’re truly sorry to hear about the frustrating experiences you've encountered — we understand how important it is to have full control over how your items are presented.

-Background Removal Tool: at Vestiaire Collective, the main photo of each listing must have a white background and be cropped to meet the platform’s standards. Our feedback is valuable, and we’ve shared it with our team as we continuously work on improving our platform.

-"Non Signe" Listings: we completely understand how disappointing it can be when high-end or unique pieces are not recognized. We are actively working on improving our system and your feedback helps push this forward.

-Photo Order: your point about image ordering is noted. We know how much that first image matters. We would like to inform you that the main photo must be a full shot of the item and must show the product unworn. However, if you’d like to change the order of the photos on your listing to better highlight key features, we invite you to contact our customer service team via the app or website, and they’ll gladly assist.

Thank you again for choosing Vestiaire Collective. Your insights help us improve and better support our community.

If there’s anything else we can do for you, please don’t hesitate to reach out.

Warm regards,
The Vestiaire Collective Team