The RealReal FAQs

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Consigned items must be clean and wearable. We inspect each item carefully to guarantee quality, authenticity and condition. Each accepted item is categorized as Pristine, Excellent, Very Good or Good.

Pristine: Clothing: Items show no signs of being worn and tags are attached. Handbags, Shoes & Accessories: Items show no signs of being worn and include tags, box and dust bag. Jewelry: Items show no signs of being worn, but do not require tags. Home: Items show no signs of wear and come with a box and/or tags.Watches: Items show no signs of being worn. Does not require tags.

Excellent: Clothing: Items are clearly unused but tags are not attached. Handbags, Shoes & Accessories: Items are in clearly unused, but tags are not attached and boxes or dust bags are not included. Jewelry: Items show only extremely superficial signs of wear, such as light surface scratches. Home: Items show no signs of wear but do not come with a box and/or tags.Watches: Items show very minimal signs of wear such as light scratches.

Very Good: Clothing: Items may show light signs of wear or laundering such as minor stains, snags or fading. Handbags, Shoes & Accessories:Shoes may show minor wear at the soles, insoles and heels such as light scuffing. Handbags and accessories may show slight signs of wear such as lightly worn corners or creased leather. Jewelry: Items may have slight scratches at metal, but stones are still perfect. Home:Items show minimal signs of wear such as surface scratches, minor fading to fabric and faint discoloration or tarnishing.Watches: Items show signs of light wear and scratches.

Good: Clothing: Items may show more prominent signs of wear or laundering such as moderate stains, snags, fading or discoloration. Handbags, Shoes & Accessories: Shoes may show moderate signs of wear at the soles, insoles and heels such as scuffing. Handbags and accessories may show more prominent signs of wear such as worn corners, creased leather and tarnished at hardware. Jewelry: Items may show moderate wear such as scratches or tarnishing. Home: Items may show moderate wear such as prominent scratching, fading to fabric and discoloration or tarnishing.Watches: Items show moderate signs of wear and scratches throughout.

*Many of our items come with original tags, boxes, dust bags and authenticity cards. When these are available, they will be mentioned in the item description.

We offer three commission payment method options. To update your commission payment method, visit your My Sales page on desktop and click on the Update Now button above the commission payout section.

You may update your commission payment method at any time, however updates will go into effect beginning with the following months commission payment.

We will send an email notification including tracking information when your package has shipped. You can view the status of your order, obtain tracking information, and sign up for SMS notifications about your order in the My Purchases section under My Account.

Some of our most covetable items are not eligible for discounts based on current market value and demand. Items that do not qualify for discounts will have the phrase Coupons and discounts are not available for this product on their unique product pages. Only one promotional code can be used per order, and promotional discount codes cannot be combined with markdown items.

If you ever have any question about the authenticity of anything you buy from The RealReal, please bring it into a store, LCO or contact us at [email protected] and we will reinspect it. If you continue to have concerns, we will refund your purchase price.

For questions about your Affirm loan, please contact Affirm by visiting https://www.affirm.com/help.

If your items have not sold within 365 days after acceptance, you can request that they be returned to you at our cost, or that they be donated to a charity of our choice.

If an item you love has sold, click Add To Wait List under the Sold button to receive notifications when that item or a similar one comes in. To stop receiving Wait List notifications, go to My Account and click My Wait List to remove the item.

Here are the steps in the Affirm loan application process:

Select Pay with Affirm at checkout.

Affirm will prompt you to enter a few pieces of information your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent, otherwise you may experience difficulty with your checkout.

To ensure that youre the person making the purchase, Affirm will send a text message to your mobile phone with a unique authorization code.

Enter the authorization code into the application form. Within a few seconds, Affirm will notify you of the loan amount youre approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over three, six, or twelve months. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest youll pay over the course of the loan.

If you would like to accept Affirms financing offer, click Confirm Loan and youre done.

Going forward, youll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we the merchant complete processing your order.

Buyer returns must be received within 21 days of in-store purchase or shipment date.If an item you consigned is purchased and then returned by the buyer within the return window, the buyer will be refunded and your item will be re-listed on the site for other shoppers to purchase.Handbags, swimwear, luggage, beauty, items sold at 40% or more off the list price, and items sold in our end-of-month Real Big Sale are FINAL SALE, and cannot be returned by the buyer.

We accept the following forms of payment:VisaAmerican ExpressMasterCardDiscoverPayPalAffirm

We allow you to hold items in your cart for 20 minutes so you can consider your purchase and continue shopping. We aim to allow all shoppers the chance to buy their favorite items, and because there is only one of each item on The RealReal, we cannot allow items to be held indefinitely. To bookmark items you are interested in purchasing, you can add them to your personal Obsessions board by clicking the heart icon next to the item.

The RealReal Policy on Authenticity

Authenticity is the cornerstone of The RealReal. We staff trained, in-house professionals including gemologists, horologists, art appraisers and apparel experts who work to ensure the items we sell are authentic and in beautiful condition.

Rigorous Authentication Process

All items are put through a rigorous authentication process overseen by experts before they are curated into our daily sales. This includes inspecting all goods for appropriate brand markings, date codes, serial tags and hologram stickers.Our fine jewelry and watches are authenticated and appraised by our gemologists and horologists and each piece comes with a valuation certificate. Art items are thoroughly researched and validated by our team of fine art specialists. The RealReals authentication process is unique to The RealReal and independent of any brands. Brands are not involved in the authentication of the products being sold, and none of the brands assume any responsibility for any products purchased from or through the website. Brands sold on The RealReal are not partnered or affiliated with The RealReal in any manner. However, The RealReal fully cooperates with brands and state and federal agencies seeking to track down the source of stolen or counterfeit items, which includes revealing the contact information of consignors submitting counterfeit goods.

Goods Determined to be Counterfeit

The RealReal does not accept fake or counterfeit merchandise. If we suspect for any reason that a submitted consignment is not authentic we will contact the consignor for proof of purchase in an effort to establish the items authenticity. Items The RealReal determines are counterfeit will not be returned to the consignor and will be destroyed.

To learn more about our brand experts and how we authenticate, click here. For questions regarding authenticity, please contact us at [email protected].

While we cannot accept bids, you can add the item to your Obsessions page and we will send you an email when this item is marked down.

Yes. Regardless of your current RealReal Rewards commission level, any items listed between $146 - $195 will receive a 50% commission rate, and any items listed at $145 or less will receive a 40% commission rate.

We offer consignors three commission payment methods. You can update your payment method at any time from My Sales.

Direct Deposit: Direct deposit is the easiest and fastest way to get paid. Your commission will be automatically deposited into your bank account every month.

Site Credit +5%: Receive your payment as site credit to shop The RealReal and earn an extra 5% on your commission. See Term & Conditions.

Mailed Checks: This is our default payment method, however checks are less timely than other payment methods due to processing and shipping time.

Yes! You can visit us at one of our nine Luxury Consignment Office locations, three of which are located in our retail stores, to drop off your consignment or receive a free expert valuation in a no-pressure environment. We currently have locations in Chicago, Dallas, Los Angeles - Melrose Store, Miami, New York - Madison Store, New York - Midtown, New York - SoHo Store, San Francisco and Washington D.C. Schedule an appointment to meet with our certified gemologists, horologists or brand experts and learn how much your luxury items are worth. Ask questions, learn how the value is determined and, if you choose, easily consign on the spot. Its all free, and youll receive a valuation document to keep. Visit www.therealreal.com/valuation to make an appointment.

You can also shop and consign in person at our three stores, located at 80 Wooster Street and 870 Madison Avenue in New York City and 8500 Melrose Avenue in Los Angeles. Take advantage of the same luxury consignment and valuation services, plus shop the best designer items from our site. Learn about luxury authenticity and design history at workshops and events and enjoy coffee and pastries at the CafCaf. For more information visit therealreal.com/nyc or therealreal.com/la.

Chicago: [email protected] / (844) 678-REAL

Dallas: [email protected] / (844) 855-REAL

Los Angeles - Melrose: [email protected] / (310) 695-1795

Miami: [email protected] / (844) 577-REAL

New York - Madison: [email protected] / (212) 203-3139

New York - Midtown: [email protected] /(844) 600-REAL

New York -SoHo: [email protected] / (212) 203-8386

San Francisco: [email protected] /(844) 818-REAL

Washington D.C.: [email protected] / (844) 515-REAL

We want to deliver your item as soon as possible, so we process orders in real time during business hours. This means we are unable to cancel orders once they have entered the shipping process. This usually occurs within 30 minutes during business hours. To find out if your order is eligible for cancellation, please contact customer service at [email protected] or 855.435.5893 ext. 1.

You can view the status of current and past consignment in the My Sales section of your account.

The RealReal will donate 5% of net revenue from sales on 12/3/19 (up to $50,000) to Charity: Water and One Tree Planted, two organizations that share our commitment to sustainability. charity: water is a non-profit organization bringing clean and safe drinking water to people in developing countries. One Tree Planted is a non-profit organization focused on global reforestation as a way to give back to the environment, promote a healthier climate and protect biodiversity.

All items should be in good (moderate wear), very good (light wear), excellent (without tags) or pristine (with tags) condition. Please use the lists below as a guide when checking the condition of your items.

We do not accept pieces with any of the flaws listed below.

ApparelNon-professional alterationsLarger than pin-size holesMissing or broken zippers or buttonsHeavy pilling Splitting seamsLarger than dime-size stainsProminent tears

ShoesExcessive scuffingProminent discolorationBroken buckles or zippers

Leather GoodsBroken buckles, buttons or zippersExcessive discoloration or fadingRips, tears or splitting seamsExcessive scuffing or scratching

SunglassesBowed armsCrooked framesExcessive scratching

Fine Jewelry & WatchesLoose or missing gemstonesSevere metal scratching or dentingDamage to watch functionalityAfter-market diamonds on watches

Home Furnishings & ArtSevere chips, cracks or tearsExcessive discoloration or scratchingMissing signature or date on artwork

For information on our domestic and international shipping options, click here.

Yes, you can purchase a gift card in the amount of your choice here. Gift Cards can be printed out or delivered directly to recipients by email.

The RealReal requires a signature for orders with any item over $5,000. UPS will need to obtain a signature from an adult 21 or older. You may contact UPS to create a My Choice account to personalize some of your shipping preferences, including redirecting shipments to a UPS customer center.

To be able to approve the prices of your items, you must request that your Luxury Manager or Inside Sales representative place it on price approval. Only items that meet at least one of the specifications listed below are eligible for price approval. Once an item is placed on price approval, we will contact you with our recommended list price for your approval before we make your item available on the site. Items eligible for price approval are protected from promotional discounts and sales and the price of these items will only be reduced with prior consignor approval.

Herms, Chanel and Louis Vuitton handbags $995+

Full fur outerwear: mink, chinchilla and sable only

Crocodile & alligator handbags

Jewelry & watches $750+ (and all jewelry & watches consigned at a Valuation Office)

Eligible items processed in a Luxury Consignment Office appointment

Art & home items $1,000+

If your order contains qualifying and non-qualifying items, we will send both items.

When viewing the items in your Bag, tap Edit in the top right-hand corner, swipe left or right over the item that youd like to remove and tap Delete.

Our commission structure is based on our consignor loyalty program: RealReal Rewards. With RealReal Rewards, the more you consign the more you earn, and the more benefits you receive. Commission rates are based on net sales during a one-year commission window, along with exceptions for item commission rates. Item commission rates allow you to earn more for in-demand, high-value pieces. Lower-value items with less demand have lower commission rates.

To see the details of our RealReal Rewards program and commission rates as well as item commission rates, click here.

RETURNSReturns must be requestedwithin 14 daysof in-store purchase or shipment date and items must be receivedwithin 21 daysof in-store purchase or shipment date. For online returns, you will receive a prepaid shipping label which you can use, if you choose, for a fee of $11.95.

Please note that as a service to holiday shoppers, we will be extending returns on eligible items purchased between 11/28/2019 and 12/24/2019. Buyers and gift recipients will have until January 7, 2020 to request a return authorization (RMA) for items purchased between these dates, and will have until January 21, 2020 for the return to be received at our e-commerce center or stores.

ITEMS NOT ELIGIBLE FOR RETURNHandbags, swimwear, luggage, beauty, items sold at 40% or more off the list price, and items sold in our end-of-month Real Big Sale are FINAL SALE, and cannot be returned.

All items that cannot be returned can be consigned (excluding beauty).Click here to learn more about consigning your items with The RealReal.

To see our complete return policy, click here.

Our goal is to sell your items at the highest possible price within 30 days. Our expert team determines pricing based on four factors.

Designer & Item Type

Items from top designers and heritage brands tend to retain the highest resale value. Some top-selling designers with high resale value include Chanel, Herms, Gucci, Cartier and Rolex. Handbags, watches and fine jewelry are some of our top items that retain resale value.

Age

The more recent your items are, the higher resale value they will have, especially for on-trend items.

Condition

We accept items in good (prominent wear), very good (moderate wear), excellent (perfect but without tags) and pristine (with tags) condition. The closer your items are to pristine condition, the higher resale value they will have.

Color

Pieces in classic colors or on-trend, seasonal colors will earn you more.

Site credit may be issued for promotional purposes and occasionally for refunds. Site credits expire in 60 days or less, unless otherwise indicated. All credits are issued in USD. Credits may be applied in either USD or converted into one of the six international currencies we accept.

Refunds that are issued in the form of site credit have no expiration date. If you have site credit available, it will automatically be applied during the checkout process for your next purchase.

For $10 per month, First Look members get 24-hour advance access to sales and special invitations to monthly promotions. To sign up, click here. You will be billed immediately for your first month of First Look membership. Your billing cycle will start on the first day of membership and your credit card will be automatically billed each month.

All orders shipped outside of the United States are Delivery Duty Unpaid. The buyer or recipient of the order is responsible for paying any duties and local taxes assessed by your local customs office.

When you package arrives at your local shipping facility, they will send you an email indicating how much you owe for duties (if applicable). Payment is normally made online via credit/debit card. Your shipment is normally delivered one to two days after duties are paid.

There are three easy ways to consign with us.

1. Schedule An In-Home Pickup

If you have 10 or more items by designers on our Designer Directory, you may be eligible for our free White Glove pickup service. Click here to see if White Glove service is available in your area.

2. Get Free Direct Shipping

If you have fewer than 10 items by designers on our Designer Directory or if White Glove service is unavailable in your area, you can get a free shipping label to send your items to us. Click here to start your consignment and get your free label. For further assistance, email [email protected].

3. Visit A Luxury Consignment Office

At our brick-and-mortar Luxury Consignment Offices, you can meet with experts in person to learn more about consigning and the value of your items.Click here to see if a Luxury Consignment Office service is near you.

Once we receive your items, they will be authenticated, photographed, priced and included in your profile under My Sales. This process usually takes between 10-15 days. Items that are deemed inauthentic, are not on our Designer Directory or are not in sellable condition will be returned at the consignors expense.

At this time, Affirm is available only to shoppers residing in the United States. Affirm hopes to expand its services to customers outside the U.S. in the future.

The RealReal processes payments on the 15th of every month for items sold from the first day through the last day of the previous month. For example, payments processed on April 15th would cover the selling period from March 1 - March 31. If the 15th falls on a weekend, payments will be processed the Monday after the 15th. Direct deposit payments are processed on the 15th and can take up to 48 hours to transmit to your bank. Checks will be processed on the 15th and can take 5 - 7 business days to arrive by USPS. You can sign up for Direct Deposit here, http://therealreal.com/gopaperless

You can find a current list of designers we accept in our Designer Directory. We update this list regularly to reflect the designers that are selling well and have a high resale value for you, so please be sure to check the list before you send your items. Please keep in mind that we may deduct shipping costs from your next commission payment if we receive items that are not on our Designer Directory or are not in sellable condition. We only accept items by designers on the Directory. If you see items for sale from a designer not currently on the Directory, we likely only accepted that designer in the past.

Item level commission rates take priority over RealReal Rewards commission tiers and are not based on a consignors net sales.

The RealReal is committed to sustainability. Our business model is inherently sustainable, extending the life cycle of luxury goods, but were not stopping there. The RealReal is going carbon neutral in 2021, taking up the CEO Carbon Neutral Challenge issued by Gucci President & CEO Marco Bizzarri. In addition to long-term efforts to reduce Greenhouse Gas (GHG) emissions, immediate action is needed to address global climate change. At The RealReal, we are committed to accounting for, reducing and offsetting all emissions associated with our business.

See our sustainability page to learn more about more of our initiatives that drive the circular economy and extend the life of luxury.

The RealReal celebrates the diversity of all customers. We want to ensure that everyone has a good experience on our site. Accessibility is a priority, and we are actively engaged with a consulting group to address digital accessibility opportunities on our site. If you are encountering accessibility challenges, please let us know at [email protected]. We appreciate your feedback.

Your store credits will be issued in USD. However, if you choose to purchase your order in an International currency and would like to use your site credit, we will convert your USD store credit to the currency you choose, applying that days exchange rate.

Promotional store credits issued through a marketing promotion will expire in 60 days or less. Site credits issued as a form of refund do not expire.

Our refund process has not changed. If your item is approved for a return, we will issue you an RMA number. When our warehouse receives your return, we will authorize a refund in the amount you paid, in the currency you paid, to the credit card or PayPal account you used. We cannot refund you in a different currency than the one you used to pay. We also do not refund any fees charged by your bank.

Any duties or taxes paid for your shipment must be re-couped through your local customs office. The RealReal does not collect international import duties or taxes.

We update our non-USD prices daily, based on the previous day's exchange rate.

A refund will post to your Affirm account once we process your returns. In the event that you return only part of your order, the amount of the merchandise that you returned and applicable taxes and fees will be refunded to your Affirm account, and you will be responsible for paying off the remainder of your Affirm loan. If you have already made loan payments or a down payment, Affirm will issue you a refund credit to the bank account or debit card that you used to make the payments. You should see a refund credit within 3-10 business days, depending on your banks processing time. Please note that orders paid for using Affirm cannot be refunded in site credit.

You can request your items back at any time. If you request your items be returned within the first 30 days after acceptance, you will be responsible for the cost of the return and may incur a $15 fee per item.

If you request your items be returned more than 30 days after their acceptance, we will be responsible for the cost of the return. For more details on having your consigned items returned, please see our Consignor Terms.

For $30 per month, First Look Platinum members enjoy the same benefits as First Look members as well as unlimited free upgrades to 2-Day shipping. To sign up, click here. You will be billed immediately for your first month of First Look Platinum membership. Your billing cycle will start on the first day of membership and your credit card will be automatically billed each month.

Fashion items, fine jewelry and watches shipped to an address in the continental United States qualify for upgraded shipping. Shipments to Alaska and Hawaii require an additional $5 fee. Art orders and shipments to international addresses do not qualify for shipping upgrades. Some items require special handling and will not qualify for 2-Day shipping. If an item requires special handling, it will be noted on the items product page. Please see therealreal.com/shipping for more information on our shipping policies and prices.

To unsubscribe from First Look, log in to your account, and under Account Info, find options for managing your subscription under Membership Preferences.

Allmounteddiamond and gemstone grading isperformed consistent withGIA standards.In accordance withthose industry standards, stones are not removed from their mounting where to do so would damage if not destroy the original setting. On that basis, all items are appraised and inspected by our certified gemologist, all diamond and gemstone grading is done consistent with GIA standards, and all gemstone weights and measurements are approximate consistent with those standards.

We employ 100+ brand authenticators, gemologists and horologists who oversee our rigorous authentication process. Many authenticators join The RealReal from the luxury brands themselves like Tiffany & Co., Herms and Rolex or auction houses like Sothebys and Christies.

The RealReals team of jewelry and watch experts consists of GIA-certified gemologists, buyers from prestigious estate buying services and specialists from the largest auction houses. Their combined experience gives them a unique ability to assess your jewelry and watches, taking into account gemology, material value and marketplace demand.