Terms & Conditions Policy

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Terms and Conditions

Selling:

Terms & Conditions

Who is Secret Wardrobe Pre-loved.

Secret Wardrobe Pre-loved is an online and physical store marketplace to buy and sell authenticated pre-owned luxury fashion.

Secret Wardrobe Pre-loved has no association and/or affiliation with the brands whose items are offered for sale on its website or in its physical store.

Authentication is performed independently by Secret Wardrobe Pre Loved

The Buyer

Describes the person or individual who purchases an item from Secret Wardrobe Pre Loved

The Seller

Describes a person or individual who registers to sell their own personal items with Secret Wardrobe Pre Loved Ltd in exchange for a selling and processing fee.

Trade Seller

The role and responsibility of Secret Wardrobe Pre-loved

The role of Secret Wardrobe Pre-loved shall be limited to acting as a destination and platform between the seller and the buyer. Therefore, except in specific cases, Secret Wardrobe Pre Loved Ltd shall not act as a reseller of the Products and shall not become the owner of the Products at any point in time. The seller agrees to placing their items for sale by Secret Wardrobe Pre Loved  Items remain the property of the seller until such time as a sale is completed via Secret Wardrobe Pre Loved Ltd website or its physical store. The seller agrees to their items being on sale at Secret Wardrobe Pre Loved Ltd and has sent their items to Secret Wardrobe Pre Loved Ltd to sell.

Quality Control.

Any quality control that Secret Wardrobe Pre-loved Ltd may perform shall be merely designed to ensure that a Product sold on behalf of the Seller is in keeping with its description. All items are inspected by Secret Wardrobe Pre-loved prior to being listed for sale to ensure accurate description and authenticity. Secret Wardrobe Pre-loved may ask for proof of original purchase where appropriate.

Despatch of items & communications with buyers.

Secret Wardrobe Pre-loved will manage the despatch of items and all direct communications with buyers.

Despatch of items.

Items are despatched from Secret Wardrobe Pre-loved using third party provider DHL courier service, which is insured and tracked. Delivery is paid for by Secret Wardrobe Pre Loved

Sales of Products Mandate

Within the scope of the online intermediation service performed by Secret Wardrobe Pre-loved the Seller hereby grants Secret Wardrobe Pre-loved a mandate to do the following:

• To publish on the Web Site the Product Page that constitutes an offer to sell a Product, including all the content.
• To accept the order placed by the Buyer, for and on behalf of the Seller.
• To credit the Price of the Product into the seller’s account; and
• To receive the moneys and to transfer them to the Seller, after subtracting the Seller Fees and any other sum of money due should any moneys remain outstanding between the parties.

Secret Wardrobe Pre-loved shall be entitled to accept or to reject a Seller’s Product prior to its being put online on the Web Site or in its physical store.  Unless the seller has stipulated a selling price, the selling price will be determined and set by Secret Wardrobe Pre-loved in line with market value or items of similar style and condition.

Cancelled transactions.

Should the Transaction be cancelled due to the item being returned for a refund. The Seller’s account will be debited once the item has been returned to Secret Wardrobe Pre Loved Ltd in the same condition that it was delivered. The Seller is entitled to receive the item back, or agrees for the item to be resold.

The Seller’s commitments and obligations

The Seller undertakes to sell only Products of which they are the sole owner, or in case of a sale on consignment of second-hand products, on behalf of a person who is the owner of the Products. The Seller hereby represents that they are not violating the prevailing laws and regulations in any way and are not infringing the rights of any third parties by submitting a Product to Secret Wardrobe Pre-loved.

The Seller warrants, represents and undertakes (i) that the origin, the condition and the characteristics of the Product that they offer on the Web Site and in the physical store comply with that description of the Product on the corresponding Product Page, and (ii) that the Product that is offered for sale is not counterfeit.

Should Secret Wardrobe Pre-loved request this, the Sellers must immediately provide it with all the documents proving their ownership of the Products that are offered for sale and/or the origin of these Products. Secret Wardrobe Pre-loved shall be entitled to delete the Profile and/or the Seller who fails to provide evidence to Secret Wardrobe Pre-loved of their ownership rights over the Product(s) that are offered for sale and/or of the origin of the Product(s). The Seller shall be barred from claiming any right to compensation if Secret Wardrobe Pre-loved deletes this information for the reasons mentioned above.

Valuation of goods

Valuation of goods is deemed by Secret Wardrobe Pre-loved. We agree to seek a fair market price for your items. The seller agrees to Secret Wardrobe Pre-loved valuation. Secret Wardrobe Pre-loved cannot guarantee the valuation or final sale price of an item and will seek to contact the seller if necessary.

Please note that after 2 months, items may be reduced by 20% without warning, in order to clear stock in store. It is the sellers responsibility to alert Secret Wardrobe PreLoved should they wish to collect instead of their item being reduced.

Seller Fees

The services on offer by Secret Wardrobe Pre-loved shall be remunerated by Selling Fees and Processing Fees (together the “Seller Fees”) that Secret Wardrobe Pre-loved shall deduct from the Price of the Product paid by the Buyer.

The applicable Seller Fees’ scale, subject to any sales of Products that are put back on sale – for which the principle of the Seller Fees does not apply – is as follows:

The Seller Fees collected by Secret Wardrobe Pre-loved shall correspond to the sum paid for each Transaction to Secret Wardrobe Pre-loved by the Buyers, in return for the intermediation services between Seller and Buyer.

Please note that the adoption of a new scale shall not give rise to any refunds for Transactions that completed previously (for instance, if the Seller finds a difference between the Seller Fees paid previously and the Seller Fees based on the new scale).

Our commission/fees:

Bank charges, processing and admin fees:

A standard 2% fee is deducted from the final sale price before commission fees apply.

Sales of Products and payments due to the Seller. The process of checking the order

The Seller acknowledges being aware that the information concerning the Order placed by the Buyer shall be processed automatically by our partner in charge of fraud prevention, the aim of this automated processing of data being to prevent bank card fraud.

Our partner in charge of fraud prevention and/or the “Risks” unit of Secret Wardrobe Pre-loved may also perform checks with the Buyer, by telephone, by e-mail or by post, in order to confirm the Order prior to the Product being sent out; these checks may also include a request for additional elements of evidence.

Pursuant to the checks that are performed, Secret Wardrobe Pre-loved may cancel an order if the information provided by the Buyer is deliberately erroneous and/or fraudulent, even after confirmation of the order. In that case, the Buyer shall be informed by e-mail about the measures taken by Secret Wardrobe Pre-loved, which shall put the Product back on sale in the Seller’s account.

Payment of the Seller

The moneys received from the Buyer, after deduction of (i) the Seller Fees due to Secret Wardrobe Pre-loved, (ii) any authentication costs, (iii) the carriage costs, and (iv) any sum of money that remains due to Secret Wardrobe Pre Loved Ltd, shall be paid across in full to the Seller by Secret Wardrobe Pre-loved

In case of a change of the Seller Fees’ scale, any pending offers on the date on which the new Seller Fees’ scale comes into force shall be null and void.

However, after delivery of the Product to the Buyer, the Seller must reimburse the moneys received from Secret Wardrobe Pre Loved Ltd for the Transaction, immediately upon receiving a request to do so Secret Wardrobe Pre-loved and must reimburse any carriage costs to the Buyer, if:

1. (i)  the Product turns out to be counterfeit or a Product whose sale is prohibited, in violation of the Seller’s obligations described in these T&Cs; or
2. (ii)  the Buyer exercises their right to withdraw from the sale, during the statutory timescale of fourteen (14) calendar days.

Should Secret Wardrobe Pre-loved not have paid any moneys to the Seller in connection with the Transaction, the Seller shall not be entitled to claim any payment for a Product that shall have been validly returned by the Buyer or by Secret Wardrobe Pre-loved

The Seller hereby waives any claims over moneys (interest or other) generated by the temporary blockage of any sums taken by Secret Wardrobe Pre Loved Ltd as part of the Transaction.

Should a Seller want the moneys that they are owed to be paid by bank transfer, a bank transfer shall be made into the bank account designated by the Seller. Secret Wardrobe Pre-loved shall only make bank transfers after the Compliance Department of Secret Wardrobe Pre-loved shall have confirmed that the Product complies with the Product description or within three (3) days following the Buyer’s confirmation of receipt of the Product. Should the Seller opt for payment by a bank transfer into their bank account, bank costs may be charged. The Seller should check the terms applicable to such transactions with the banking establishment that holds the bank account involved.

In case of a claim or complaint by the Buyer, Secret Wardrobe Pre-loved shall be entitled to withhold payment to the Seller until the claim or complaint shall have been resolved.
Sellers should note that the moneys that are due to them shall not be credited immediately into their bank account, due to processing and handling delays of around fifteen (15) working days (in the case of banks) after the Product is found to be compliant, these delays being subject to fluctuation and being provided for information purposes only.

In order to receive payments, the Sellers must advise their bank account in order for Secret Wardrobe Pre-loved to be able to make a transfer to their bank account. Please note that the family name and the first name of the Seller must correspond to those of the bank account in order for the transfer to be authorised by the bank involved.

Counterfeit goods.

By physically examining Products prior to adding them to the Web site or physical store, Secret Wardrobe Pre-loved shall make its best efforts to prevent the sale of counterfeit products or of Products whose sale is prohibited (for instance, Products which violate the prevailing laws or regulations or infringe third party rights, such as prototypes (clothes or accessories created prior to production in series), uniforms (clothes or accessories designed for use by the employees of certain brands) or products arising from “sales to employees” or “press sales” whose resale is not authorised by the fashion houses involved.

The Sellers warrant and represent that the Products that they offer up for sale are not counterfeit and that their sale is not prohibited. However, if in spite of the care taken to physically inspect the Product, a Buyer receives a counterfeit item or a Product whose sale is prohibited, they may return it to Secret Wardrobe Pre-loved Ltd in order to secure a refund.

Should a counterfeit Product or a Product whose sale is prohibited be discovered, it shall immediately be withdrawn from circulation and the Seller’s account may be suspended temporarily or permanently.

Moreover, should a counterfeit Product or a Product whose sale is prohibited offered to be put up for sale on the Web Site or in the physical store, the Seller of this Product shall bear the risk that this Product might be seized by the appropriate authorities or by the owner of the brand involved, which might impound it or destroy it. The Seller shall then have to personally retrieve the Product in question at their sole risk and expense.

Please note that counterfeiting is subject to specific sanctions.

Should a counterfeit Product or a Product whose sale is prohibited be nevertheless put up for sale or seized by the appropriate authorities or by the brand that owns the intellectual property rights concerned or by the holder of the rights, after it has been sold, the Transaction shall be cancelled. The Seller must then refund to Secret Wardrobe Pre-loved the moneys that it shall have taken in connection with the sale of the contentious Product and shall have to compensate Secret Wardrobe Pre-loved for any costs incurred by the latter and/or by the Buyer owing to the Seller’s activity; the Buyer shall also be liable for any costs, losses, expenses and damages incurred by Secret Wardrobe Pre-loved in relation to any legal action arising in relation to the contentious Product.

In case of doubt over the authenticity of a Product, Secret Wardrobe Pre-loved reserves the right to request from the Seller any and all documents certifying the authenticity of the Product and to suspend the Seller’s account until it shall have received these documents. Secret Wardrobe Pre-loved shall also be entitled to get in touch with a Seller in order to verify the authenticity of a Product.

Transfer of the ownership of the Products and the risks

The Products shall remain the property of the Seller, or should Secret Wardrobe Pre-loved be itself acting as the seller of its own Products, of Secret Wardrobe Pre-loved, until Secret Wardrobe Pre-loved shall have received full payment of the Price of the Order from the Buyer, including both capital and ancillary elements (taxes, Authentication Costs, Carriage Costs and any other costs that may be applicable). The transfer of the risks of loss or damage of a Product to the Buyer shall take place upon receipt of the Product by the Buyer or by a third party that the Buyer shall have commissioned to act on their behalf. The Buyer shall therefore bear the risk linked to any damage caused to the Product after it is received.

Claims and returns
Non-receipt or late delivery of a Product

Should the Buyer not receive the Products within thirty (30) days following the date of the Order, should the Buyer not receive the Products on the delivery date stated upon placing the Order, the Buyer may cancel the:

Transaction, provided that it shall first have summoned Secret Wardrobe Pre-loved to rectify the situation within a reasonable timescale and provided that delivery shall not have taken place within this additional timescale.

Secret Wardrobe Pre-loved shall refund the Buyer within fourteen (14) calendar days following the date on which Secret Wardrobe Pre Loved Ltd receives the notification of the cancellation of the Transaction by the Buyer.

Should the Buyer receive the Products whereas they have already cancelled the Transaction, they must return the Products and Secret Wardrobe Pre-loved undertakes to refund the Price of the Products that are returned, the Authentication Costs, the Carriage Costs (in case of return of the Order as a whole) and the cost of returning the Product to Secret Wardrobe Pre-loved, within fourteen (14) calendar days following Secret Wardrobe Pre-loved receipt of the complete Products in their original condition.

In case of cancellation, the Buyer shall be refunded in cash (the moneys being credited to the bank card that the Buyer used to make the payment) provided that, in each case, Secret Wardrobe Pre-loved does not suspect that the request for cancellation or for a refund due to total or partial non-receipt of a Product that was ordered was made fraudulently. In the case of a partial cancellation, only the part of the Order that is cancelled shall be refunded in keeping with the foregoing terms.

Authentication Costs

Secret Wardrobe Pre-loved Authentication Service. If it is necessary to seek authentication using this service or another third party authentication provider, the cost of authentication is charged to the seller or the seller’s account or prepaid by the seller.  Authentication services cost is £20 for all handbags, except Hermes which is £30. Exotic leathers are subject to quote.

Cleaning & Repairs

If items are required to be cleaned or repaired we use specialist third parties to carry out the tasks. Charges for all cleaning and repairs is payable by the seller prior to the item going on sale. If cleaning or repairs is requested by the customer during or post sale, charges to carry out works will passed on as appropriate. Charges vary according to the specific garment requirements.

Duration and validity

The Users shall be governed by these T&Cs from the moment that they accept them upon accessing the Web Site or upon registering on the Web Site, and until the cancellation of their account, whether or not they perform any Transactions or book any items in for sale.

Secret Wardrobe Pre-loved shall be entitled to modify its General Terms and Conditions at any point in time, without notice and without any obligation to justify its decision, without incurring any liability as a result. In case of a significant change of one of the clauses of these T&Cs, the Users who accepted their terms and conditions beforehand shall have to accept the new version of these T&Cs. The General Terms and Conditions that are applicable shall be those that are in force on the date on which the User uses the Web Site and/or purchases a Product, depending on the nature of the changes made to the General Terms and Conditions.

Complaints

Any User wishing to make a complaint against Secret Wardrobe Pre-loved concerning the Web Site  or its physical store may send a letter to Secret Wardrobe Pre-loved at the address mentioned at the bottom of this page, or submit a request via email at secret.wardrobe.boutique@gmail.com

Quality of items for sale:

Only items that are in immaculate condition unless otherwise agreed, clean and hanger ready will be accepted for sale by Secret Wardrobe Pre-loved

Age of goods:

We accept past season and preloved, designer items, ideally not over 2 years old, unless they are vintage, or limited edition. We accept goods that suit the current or next season.

Sale Periods / Reduction in selling prices.

We retain the right to run sales periods, events, promotions and offers. Therefore items for sale with us are subject to being discounted or marked down.

Period of sale:

The Seller agrees that their items will be placed on sale for a period of approximately 12 (twelve) weeks.

Selling items via other platforms.

If the seller requires their item to be taken off sale with Secret Wardrobe Pre-loved they must provide 3 days notice Secret Wardrobe Pre-loved Unsold items and our Good Causes Policy:

We support good causes, if The Seller’s items do not sell, we will make attempts to contact the seller via email to collect their unsold items after the sales period has lapsed (approx 16 weeks). If the Seller fails to respond or collect their unsold items by the date specified on email, Secret Wardrobe Pre-loved retains the right to donate items to their ‘charity shop’ partners at their discretion.

Due to the high volume of items and seller accounts at Secret Wardrobe Pre-loved, it remains The Seller’s responsibility to contact Secret Wardrobe Pre-loved and arrange collection of unsold items. It remains the responsibility of The Seller to advise Secret Wardrobe Pre-loved if an unsold item must not be donated to charity.

If an item does not sell and it is removed from sale, should Secret Wardrobe Pre Loved receive no response from The Seller after 2 attempts to do so, we assume The Seller does not wish to collect their unsold items.

Chanel, Louis Vuitton and Christian Dior handbags are exempt from being donated to charity and will be kept on our premises until The Seller collects. We will make every attempt to inform The Seller to collect their unsold luxury branded handbag. If the seller does not respond within the 16 week period, Secret Wardrobe Pre-loved will absorb the profit from sale of the item.

Items are left solely at the owner’s risk:

We do not accept liability for loss or damage of your property however caused while in our custody and control, or that of carriers engaged by us to collect or deliver the property.

We have taken as many steps as possible to protect Seller’s items. Our premises are insured against theft, however we accept no liability for theft of any items in the event of an unsuccessful claim with our insurers for whatever reason.

Exchanges and refunds – in our physical store:

We have a strict no returns policy in our physical store at Secret Wardrobe Pre-loved, Heart of The Country Village, Swinfen, WS14 9QR. However, if the buyers experiences a problem with an item please contact us and Secret Wardrobe Pre-loved will aim to resolve it for the buyer to complete satisfaction. Please refer to our returns policy.

Exchanges and refunds – online sales via our web shop:

Your statutory rights mean Buyers have the right to return an item purchased online under our no quibble online refund policy within 14 days of purchase.

We welcome items for sale during opening hours, but it is important to make an appointment if you have more than a couple of items, we can be busy so please be sure you have time to talk through your items as it is important for everyone’s peace of mind that the condition and number of items left are clearly recorded. A copy of the records is supplied to customers, please ensure these are filled in to your satisfaction. The collection date for unsold items and /or fund collection will be recorded on a follow up email.

We pay our consignors on the first Monday of every month. You will be contacted for bank details so please ensure that you respond in good time. Once supplied once, your details will be store securely in our business banking account.

Items are given coverage through the shop * to maximise exposure, once sold you will receive from 50% to 70%** of the final sale price. Please be aware that items go into the shop as and when space or item type dictates so don’t expect to see your items available instantly.

Although every effort is made to safeguard your items whilst on the premises or in storage SECRET WARDROBE cannot be held responsible or liable in any way for theft or damage of individual items, in leaving items you show that these terms and conditions have been fully understood. We do have full insurance for our stock in store.

SALE: All items will be offered under sale terms once nearing the end of the season they are placed with us. This will mean a lower price can be expected and items will be sold under our discretion- we will take a minimum price for your item on drop off.

Collection: Please be aware that all items and funds will need collecting within the week date given, an email and or phone contact will be made to remind customers of collection weeks. If this is not possible you must contact as soon as you can. Following, recorded, attempts to contact customers regarding any funds owed will be made, these will subsequently be held for 3 months only, then absorbed into the business. If we have not heard from you after 1 month of attempted contact regarding the collection of your items, these will be offered to charity and/ or destroyed as we cannot store stock.

ALL CONTACT DETAILS MUST BE KEPT UPDATED AND IT IS THE RESPONSIBILITY OF THE CUSTOMER TO ENSURE THIS.

We hold the right to withdraw from any sale of item/s where:

• Fraud maybe suspected.
• Items may have already been sold as these are listed/ shown in different trading areas.
• Previous customers have returned damaged items.

All items must be clean and in good condition. We cannot accept items otherwise. In the case of occasion wear (prom wear, gowns, ‘mother of’ bridal and others) this MUST be dry cleaned in advance. This is your responsibility. We may ask for proof if we are unsure, otherwise we cannot accept your item. Cleanliness is crucial to our business model and is not negotiable.

*Commission is applied to each item individually and not as a bulk consignment. The price agreed on the item booking form is the ticket price in store. Commission is then deducted from that price. We will promote your item and include most items on the website.

*Discretion is used when booking in each item as consignment so please get in touch directly to discuss your items with our team.

*Proof of item authentication must be supplied when booking in your item.

*ALL items must be a clean and fresh condition, occasion wear must be dry cleaned where possible else it will not be accepted. Any items not able to be cleaned will not be accepted.

*We offer various promotions throughout the year of 10% discount. By leaving your item, you agree for this to be applied unless you opt out during the promotion.