Dear Christina,

Thank you for your feedback. We sincerely apologize for the inconvenience caused by the cancellation of your order, and we truly understand your situation.

As a kind reminder, once an order is placed, only the seller has the ability to cancel it. The decision to cancel is entirely up to them. In this case, the seller chose to exercise that right because the item was not available, and they could not ship your order.

We would also like to emphasize that each cancellation can affect the seller's rating and may result in account restrictions.

We appreciate your understanding and hope to better meet your expectations in future shopping. Should you need any further assistance, please feel free to reach out.

Best regards,

The Vestiaire Collective Team

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