GENERAL
WHAT IS RE.LOVED?
RE.LOVED is a trustful app for the community of buyers and sellers interested in pre-owned luxury in Vietnam. We are the “Green Community” and our mission is to give a second life to pre-loved luxury, find a new lover to your items you don’t love anymore. We are the only player in Vietnam offering a full-integrated service: from selection to payment, including authentication, shooting & content, and delivery, and payment.
We make luxury accessible by giving members the most trendy offer with iconic and vintage items. We create an unforgettable experience, through a personal assistance, a customised relationship with each of them.
With our seamless shopping experience, customers can always be assured of getting more when they buy and sell* with us.
RE.LOVED is only available in Vietnam.
WHAT CAN I EXPECT WHEN SHOPPING ON RE.LOVED?
RE.LOVED is a resale platform for luxury where authenticity is guarantee, community is reliable, and transaction is secured. We put on sale everyday, items that sellers would like to get rid of, after approving and quality control passed. Potential buyers can narrow their search with enhanced filters to shop by category, designer, colour, price range and more from the list of products currently available on RE.LOVED.
Members can also know the average resale price before deciding to put on sale through the app. Members can also bargain the price by sending offers, but also follow products and sellers in order to get notified when the price goes down or the seller has new products on sale.
I HAVE MISSED AN ITEM THAT IS NOW SOLD. WILL IT BE AVAILABLE AGAIN?
We are unable to guarantee the restock of items that have been sold out, and unable to guarantee that the price will be as good. However, you can add the item to your wishlist by liking the product, and you will be notified when a similar item will be available again on the app.
HOW DO I ADD AN ITEM TO MY WISHLIST?
To add an item to your wishlist, simply tap on the heart icon located on the product page. Selected items will be added into your ‘Wishlist’. You can alternatively find them saved under the ‘My Profile’ tab.
PAYMENT
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept all major credit/debit cards, bank transfers are also available, and cash on delivery is also possible. You can also pay by credit/debit cards on delivery if you wish.
For all additional transactional fees, you are advised to check with the card-issuing bank for more information. RE.LOVED will not reimburse customers for any fees imposed by your card-issuing bank.
PRE-OWNED LUXURY
DO YOU GUARANTEE THE AUTHENTICITY OF PRE-OWNED ITEMS?
Yes. All pre-owned items are guaranteed authentic before any item is listed on the website. We work minutely to investigate on the origin of the products and their genuinity.
DO THE IMAGES SHOWN ON YOUR APP REPRESENT THE ACTUAL PRE-OWNED ITEMS LISTED FOR SALE?
We want to make the best out of it so we provide the most professional with high quality result pictures. However, we do not retouch any pictures to make sure the real condition of the bag matches with the picture.
DO PRE-OWNED ITEMS COME WITH ITS ORIGINAL PACKAGING AND PAPERWORK?
Pre-owned items that come with its dust bags, authenticity cards or care cards, if it was provided by the seller.
Every order will be carefully packed in our RE.LOVED box, the products will be wrapping in a white recycling paper. The box will be shipped in a RE.LOVED black jute bag.
SELL & CONSIGNMENT
WHAT IS CONSIGNMENT?
Consignment is when you allow RE.LOVED to pick up your item(s) at your place, to be storage at RE.LOVED while your item(s) are currently on sale on the app.
HOW DO I DETERMINE PRICING?
You can determine your own price + RE.LOVED’s commission. However, we might revise your price and propose you a new one, if the price is not high enough, or on the contrary too high. Items are usually priced based on its retail value, condition and market demand.
HOW AND WHEN DO I GET PAID?
We will make payment to you via bank transfer. After your item is sold and accepted by the buyer with no return, you will receive a notification from us and payment will be made within 3-5 business days.
WHAT ITEMS DO YOU ACCEPT?
To be accepted, an item must comply with the app catalog. The brands Insider tend to be in harmony with the spirit of the times, following the latest trends. Our selections change with these trends and our own favorites. If we refuse an article, it is not because we think your product is not valuable, we just want to be very selective on our offer. We accept the following items:
- All kind of bags: handbag, shoulders bag, luggage, suitcase, clutch, etc.
- All kind of shoes: heels, slippers, sneakers, boots, etc.
- Accessories: Wallets, leather, scarf, brooch, etc. Excluding: Jewellery and watches.
WHAT IF MY ITEM DOES NOT SELL?
Generally, most consignment items will sell before the 90-day consignment term ends. However, if the item(s) remain unsold after 90 days, a notification email with all the necessary details will be sent out or extend on sale on our app.
Should there be no response from you within 90 days from the end of the consignment period, RE.LOVED reserves the right to claim full ownership and/or dispose of the item.
No fees will be charged to arrange the return of item(s) to you at the end of the 90-day consignment term. Item(s) requested to be returned before the 90-day consignment term will incur an administrative fee.
RETURNS & REFUNDS
WHAT IS YOUR RETURNS POLICY
You can return an item within 5 business days from the date of delivery
- Item must still have the seal is still on, otherwise any refunds will be made.
- Item must be in its original purchase condition, including the original product packaging (box and dust bag if provided), manufacturer’s containers, documentation, warranty card(s), manual(s), and all accessories. All packaging must be unmarked and not defaced in any manner.
- All returned item will be reviewed by RE.LOVED. Item should also match the written or photographic documentation of the item’s condition provided when requesting the return. Returns that do not meet these requirements will not be accepted and where applicable, customer may be charged with a fee.
- Our flexible returns policy makes your online shopping experience even easier. We practice close monitoring of the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion.
