Dear Nicola,

Thank you for your feedback. We understand your concern regarding the delivery issue with your recent order: Michael Kors Jet Set leather tote.

Please note that the carrier is responsible for delivering the package, and we can only intervene if they do not provide updates every two business days through the tracking link.

After you reported not receiving an update within the expected timeframe, we referred your case to our expert team to investigate with the carrier to locate the item and determine liability in case it is lost. This process typically takes 20 to 30 days.

As the investigation is still ongoing and the package has not yet been declared lost, we kindly ask for your patience. We cannot proceed with any payment until the investigation is concluded.

Rest assured that our team will keep you updated on your case via email.

We appreciate your patience and cooperation. If you need further assistance, we are here for you.

Best regards,
The Vestiaire Collective team

Dear Diane,

Thank you for your feedback. We appreciate your concerns regarding the second authentication of your Moncler jacket and its relisting on your account.

At Vestiaire Collective, we take authenticity seriously. Although the jacket passed the initial inspection, we initiated a return for a second inspection based on your claims related to authenticity concerns.

Our experts have re-evaluated the materials and finishes and confirmed that the jacket is genuine, meeting Moncler’s production standards in Hungary. Additionally, the Certilogo was verified through Moncler's registration system.

Since the item was determined to be authentic, it was automatically relisted under your account. You can still request its return at any time as long as it hasn’t been sold.

As the relist occurred more than 72 hours after the initial delivery, standard processing fees apply in this case.

For more details on our inspection process, please visit our help center: https://faq.vestiairecollective.com/hc/en-us/search?utf8=%E2%9C%93&query=how+do+we+authenticate

We appreciate your understanding and are available for any further questions.

Best regards,
The Vestiaire Collective Team

Dear Tibs,

Thank you for bringing this to our attention.

We regret that you have concerns about the authenticity of your purchase.

At Vestiaire Collective, we take any authenticity claims seriously. Our protocol requires returning the item to our hub for a thorough re-evaluation by our experts, who are trained in brand-specific identification and verification. They follow strict guidelines to ensure accuracy.

To initiate the return, we will email you a shipping label so you can send back the item within 7 days.

Once we receive it, our experts will conduct an inspection and inform you of the results. If the item does not meet brand standards, a full refund along with any applicable fees will be issued within 5 working days.

If it meets standards, we'll relist it on your account after deducting our selling fee and securely store it until sold. If you'd prefer its return before sale, we can arrange that as well.

Thank you for your understanding.

Feel free to contact us if you need more assistance.

Kind regards,

The Vestiaire Collective Team

Dear Elizabeth,

Thank you for your feedback. We apologize that your Prada leather ankle boots did not meet your expectations, and we understand your concerns regarding the sizing and the scratch on the toe.

We take compliance very seriously and encourage sellers to provide accurate descriptions to prevent issues after a purchase. The item successfully passed our inspection, which confirmed its authenticity before shipping.

To ensure accuracy, we have a return policy that allows you to report any issues such as sizing or scratches within 72 hours of delivery through the app. This helps us evaluate whether a return can be approved.

Since this deadline has passed without any notification from you, we are unable to take further action regarding this return. If you decide to keep the boots, you might consider relisting them under your account to recover some costs.

For more information about our return policy, please click here: https://faq.vestiairecollective.com/hc/en-us/articles/360004969178-Buyer-Vestiaire-Collective-s-Return-Policy

We appreciate your understanding and are here for any further assistance.

Best regards,
The Vestiaire Collective team

Dear Member,

Thank you for bringing this to our attention.

We are sorry to hear that some of your listings were rejected.

We would like to clarify that any item submitted to our platform must first undergo a digital review by our team of experts to ensure it matches the described condition and meets our brand standards. If an item is rejected, the decision follows a thorough and detailed evaluation by our expert team.

Upon review, we confirm that after receiving proof of purchase from you, we escalated the case to our expert team for further examination, and they confirmed that the items are not authentic.

As a result, we stand by our decision to decline the items.

Thank you for your understanding.

Should you need further assistance, please let us know.

Kind regards,

The Vestiaire Collective team

Dear Susane,

Thank you for your message.

We regret that your order did not meet expectations. Please note, as per our policy, customers have 72 hours from delivery to report any issues through chat or email. After this time, the sale is deemed complete and the seller paid.

We reviewed your order of Chanel Straight jeans (ref. 59207076), delivered on 03/11/2025. Unfortunately, since the deadline has passed, we cannot process a return.

However, you can relist the item if you prefer not to keep it. More details on relisting can be found here:
https://faq.vestiairecollective.com/hc/en-gb/articles/200428301-Buyer-Relisting-an-Item

Also, we haven’t received any communication from you about this issue via chat or email.

Thank you for your understanding; we’re here for any further questions.

Best regards,

The Vestiaire Collective Team

Dear Dominic,

Thank you for bringing this to our attention.

We understand your concern regarding the shipping timeline and the lack of communication from the seller.

We would like to inform you that, according to our policy, once an order is confirmed, the seller is required to ship the item within 7 days. If they do not, the sale will be automatically canceled and the buyer will receive a refund accordingly.

For your information, since the seller shipped the item at the end of the deadline, it is still considered on time.

In this situation, if you do not wish to keep the item, you have the option to relist it under your account. You can find more information about the relisting process here:

https://faq.vestiairecollective.com/hc/en-gb/articles/200428301-Buyer-Relisting-an-Item

We genuinely appreciate your understanding and are here to assist with any further inquiries.

Kind regards,

The Vestiaire Collective Team