About buying from Vint Street
About the clothes…
- Are all your clothes clean?
- Definitely, all clothes are washed and ironed. They will arrive ready for you to wear.
- How do I know my item will fit me?
- Because our clothes are vintage and preloved, sizing is a little different. To help you, we have a size guide page you can view here. Also note that most of our clothes have been measured, you can see measurements in the individual listing
About shopping online…
- Do I need to create an account to shop on Vint Street?
- Yes you do need an account, you can create one here.
- I have created an account but I can’t remember my login details, how do I reset them?
- You’ll see a ‘reset my password’ link at the bottom, click this and you’ll be able to reset it.
- What payment methods do you accept?
- All major credit and debit cards, Klarna, Apple Pay, Google Pay and Bitcoin. You can also pay by Paypal, Bancontact, EPS, giropay, iDEAL and Afterpay/Clearpay.
- Will I be charged VAT?
- You can see information about VAT in our terms and conditions.
About Delivery…
- How do I know when my order is shipped?
- You’ll receive a confirmation email once your order has been dispatched, this will contain your tracking information.
- Who will deliver my order?
- Your item will be delivered by UPS, Evri, DPD, FedEx or DHL, depending on your location and which delivery method you select.
About Returns…
The below questions relate to buying from Vint Street. Buying from a private seller is different, you can read more about that below.
- Can I return my item?
- We don’t return preloved items, only new and sealed items that are sent back in the same condition. If the item is significantly not as described, you can raise a complaint. If you just don’t like the item you can relist it for free. You can read more about returns here.
- My item arrived damaged, what can I do?
- If your item is damaged please contact us through our complaints and disputes page here.
- I’ve been sent the wrong item, what should I do?
- If you’ve received the wrong item (oops!) please contact us through our complaints and disputes page here.
- Who pays the return shipping?
- There is a 2% charge for returns and you must pay the shipping yourself.
About getting in touch…
- Who do I speak to about press and media?
- You can head to our contact page to get in touch with us from there.
- How do I contact customer service?
- You can fill in our contact form here.
- What are your customer service office hours?
- We work UK hours 8am-8pm, on weekdays. We will try our best to get back to you within 48 hours.
About buying from Vint Street sellers
About the Buyer Protection fee…
- What does the fee cover?
- We want to make your shopping experience safe and secure, so we add on a 7.2% fee that allows us to do this. This fee protects you if the item is significantly damaged, does not arrive or significantly as not described. The fee also covers support from the Vint Street team as well as secure payment methods.
About returns…
- What do I do if I’m not happy with my item?
- If you’re not happy with an item from a seller, please try to resolve it with them first. If this doesn’t work, you should raise a dispute. We (Vint Street) will investigate and decide whether the seller needs to honour a return. You can find out more about disputes here.
About feedback…
- Do I have to leave feedback?
- No, you don’t have to leave feedback. However, we encourage you to as it is helpful to other shoppers. All feedback should be honest, fair, and inline with our terms and conditions.
- Can I report inappropriate feedback from a seller?
- If you think a buyer is breaking our community guidelines, please contact us at [email protected]
About cancellations…
- My order has been cancelled, what do I do?
- If your order has been cancelled (for any reason) you will receive an automatic refund. Cancellations can be instigated manually by the seller or the order might be cancelled by Vint Street if we receive no tracking information or we believe the item has not been sent.
About selling on Vint Street
About selling costs…
- Is selling on Vint Street free?
- Yes, selling on Vint Street is free. You can read more about how we make money here.
- How do item highlights work?
- You can highlight your item for 10 days, for a cost of £2.
About preparing your items for sale…
- What can you sell on Vint Street?
- Vintage, second-hand and pre-loved clothing and accessories such as hats and shoes. Vintage records and retro games. Trading cards and similar collectibles. You can find out more about what you can sell on Vint Street here.
- What can’t you sell on Vint Street?
- Items that are unlawful, unethical or that don’t meet legal standards. Items that are potentially unsafe or unhygienic. Non-category items like furniture, certain home-electronics, home appliances and electronic gadgets like phones, tablets and laptops. You can find out more about what you can’t sell on Vint Street here.
- How do I prepare my items for sale?
- All items should be washed and clean. Any flaws or stains that don’t wash out should be included in the item description and photos. Items should be appropriately packaged for posting.
About shipping your item…
- How long do I have to send my item?
- Please send your item within 5 days of purchase.
- What if I am on holiday?
- If you’re jetting off, please set your shop to ‘holiday mode’. This means no one will be able to buy from you. You can set your shop to holiday mode for a defined period or indefinitely.
- If you have forgotten to set your shop to holiday mode, and someone has made a purchase, please communicate with the buyer and ensure they are happy to wait. If they are not, we would suggest you cancel the purchase.
- Where do I receive my shipping label?
- Your shipping label will be sent to your email, pre–filled in with all the address information you need or a QR code, depending on the buyer’s shipping choice.
About dealing with an unhappy buyer…
- Can I remove buyer feedback?
- You cannot edit or delete feedback from a buyer. Vint Street won’t remove any feedback either, unless it goes against our community guidelines. If you think you have received unfair feedback you could contact the buyer and try to resolve it with them. They will be able to remove the feedback if you reach a solution. Or, you can reply to the feedback explaining your point of view. Please be respectful and follow our guidelines.
- My buyer wants to return their item, do I have to honour it?
- This will be treated on a case-by-case basis. The buyer will need to raise a dispute and we (Vint Street) will decide whether the return should be honoured, via a case management system.
- Can I report inappropriate behaviour from a buyer?
- If you think a buyer is breaking our community guidelines, please contact us at [email protected]
About your payout…
- When will I receive my payout?
- Once the buyer has received the order and marked everything as ‘ok’, your payout will be released. This should be in your account within 5-7 working days. If you think you are missing a payout, please contact us.
Everything Else...
About Authentication…
- Do you offer authentication?
- Items bought from Vint Street directly are verified by our team in-house. We do not currently offer verification for items bought from private Vint Street sellers.
