At Timeless Chic, We know that buying and selling preloved luxury items can feel like a big deal. We aim to provide a safe and seamless experience for buyers and sellers. This Refund Policy outlines the circumstances under which buyers may be eligible for refunds and the steps to follow. We are here to ensure those needs are met smoothly.
That’s why we’ve built a fair, simple, and transparent refund policy. If something goes differently than desired, this guide will help you understand when and how refunds work on our platform.
Eligible for a Refund
Refunds aren’t for every situation, but when something’s gone wrong, we’ve got your back.
But Refunds are available under the following conditions:
You Got the Wrong Item
Imagine ordering a Burberry trench coat but receiving a jacket that’s not even close to what was promised. If what you get differs from the description—wrong brand, condition, or even a fake—this qualifies for a refund.
The Item is Fake
We take authenticity seriously. You’ll get your money back if the item doesn’t pass our checks or an expert deems it counterfeit.
If the Item is Damaged (and it wasn’t mentioned)
Let’s say you buy a vintage designer handbag that arrives with scratches, stains, or tears that weren’t in the listing photos. That’s on the seller, not you.
If Your Purchase Never Arrives
Were you lost in transit? You’re covered if the seller shipped your item, but it’s nowhere to be found. We’ll work to confirm the shipment’s status and help you out.
When Refunds Are not Possible
We believe in being upfront. Here’s when refunds won’t be approved:
You change your mind: We are sorry, but the buyer’s regret isn’t a reason to get your money back.
Fit issues: Preloved items can only sometimes be tried on first. If it doesn’t fit, we can not refund unless the size listed is incorrect.
Minor wear matches the description: If the seller mentioned a scuff, scratch, or slightly worn area, it’s part of buying preloved goods.
Delivery takes longer than expected: Delays in shipping, while frustrating, aren’t something we can refund for.
How to Request a Refund
Here’s a step-by-step guide to getting things sorted:
Step 1: Talk to the Seller
Reach out to the seller first. Most issues, like missing accessories or minor misunderstandings, can be sorted out directly.
Step 2: Contact Us
If the seller can’t or won’t help, drop us a message. You will need to do this within 3 days of receiving your item (or 3 days after the estimated delivery date for missing items).
Include the following in your message:
- Order number
- Clear photos or videos showing the issue
- A short explanation of the problem
Conditions for Refunds, like:
Buyers must file a refund request within 48 hours of receiving the item.
The item must be in the same condition as received, with all accompanying materials (e.g., authentication tags, dust bags, or boxes).
Send your request to paulbolandusa@gmail.com or use the form on our website.
Refund Process
Once your refund request is in, here’s what you can expect:
We investigate the case: Our team will review everything—the seller’s description, your evidence, and any related communication. This usually takes a few business days.
We make a decision: Based on the evidence, we’ll decide whether a refund is the right solution. If we need more details, we’ll contact you.
If approved, you get your refund. Refunds can be credited back to your original payment method or issued as store credit. If we need the item returned to the seller, we’ll send you the details on how to return it.
Who Covers the Return Shipping?
This depends on what went wrong:
If the seller is at fault (e.g., sending the wrong item or a counterfeit one), they’ll usually cover the return shipping.
If the refund isn’t approved but you still want to return the item, you’ll have to pay for the shipping yourself.
Buyer Responsibilities
As a buyer, there are a few things you can do to make sure everything goes smoothly:
Check the listing closely: Look carefully at the photos, description, and size details. If something seems unclear, ask the seller before you buy.
Provide accurate shipping info: Double-check your address before you complete the purchase. A small typo can cause a big headache.
Act fast if something’s wrong: If you need a refund, you only have three days to file your claim after receiving the item.
Seller Responsibilities
For sellers, trust is everything. You can protect your reputation by:
Being Honest and Clear: Ensure your listing includes every detail about the item, even small flaws. The more accurate you are, the less likely disputes will happen.
Packing Items Securely: Use strong packaging materials to ensure your item arrives in good condition.
Responding Promptly: If a buyer messages you with questions or issues, reply quickly and professionally.
Why Choose Timeless Chic?
We know you have other options for buying and selling preloved luxury items. Here’s why Timeless Chic stands out:
We Protect Buyers and Sellers: Our platform is built to be fair. If you follow the rules, we’ve got your back.
Authenticity is Key: Counterfeit items aren’t allowed here. If something fake slips through, we act quickly to make it right.
Support you can count on. Whether you are buying your first designer bag or selling a closet full of treasures, our team is here to help when you need it.
How Long Does a Refund Take?
Once we’ve approved your refund, here’s how long it might take to see the money:
The funds usually show up in five to ten business days for Bank Cards or Payment Apps.
For Store Credit, this is processed faster, typically within two business days.
Got Questions? We’re Here for You:
At Timeless Chic, we aim to make every transaction smooth and worry-free. You can contact us if you ever have a problem—or just want to understand something better. Our customer support team is ready to help with any issues you might face.
Email us at paulbolandusa@gmail.com, or head to the Contact Us page on our website.
Buying and selling preloved luxury items should feel exciting, not stressful. Timeless Chic is committed to maintaining a secure and enjoyable shopping experience for all users.
Thank you for trusting us with your preloved luxury purchases.