General questions
What is RESELLFRIDGES?
RESELLFRIDGES is a new initiative that enables you to sell pre-loved designer bags from selected brands in exchange for Selfridges credits to spend in store or online. It’s just one way of helping to close the loop on unnecessary landfill waste.
Which countries is this service available?
At the moment, our resell platform is only available in the UK and Europe, excluding Switzerland, Iceland, Norway and Liechtenstein.
Which brands do you accept?
We currently only accept bags from the following brands: Alexander McQueen, Alexander Wang, Balenciaga, Bottega Veneta, Burberry, Bulgari, Cartier, Celine, Chanel, Chloé, Dior, Dolce & Gabbana, Fendi, Givenchy, Gucci, Hermès, Jacquemus, Loewe, Louis Vuitton, MCM, Miu Miu, Mulberry, Off-White, Prada, Salvatore Ferragamo, Stella McCartney, The Row and Valentino.
Watch this space, though – the list is growing all the time!
Your bag does not have to been bought from RESELLFRIDGES originally; you can sell any bag from our list of accepted brands.
Can I sell more than one bag?
Yes. You may submit as many bags as you want, but you will need to fill in a new submission form for each item via selfridges.com.
Who do I contact if I have additional questions?
The RESELLFRIDGES Customer Services team are here to help. Please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, dial +44 (0) 20 7160 6222, between 8am and 11pm.
Submission & quotes
How do I know which size category my bag falls into?
Please refer to our size guidelines:
XS: 20 x 17 x 13 cm
S: 25 x 19 x 15 cm
M: 30 x 21 x 17 cm
L: 35 x 23 x 18 cm
XL: 40 x 25 x 19 cm
I’ve submitted my bag(s), when will I receive my quote?
We will send you a quote via email within 4 working days (Monday to Friday, excluding holidays).
How is the price I’m quoted for my bag(s) determined?
We work with a team of valuation experts to evaluate your bag. The quote that you are given will be a competitive trade price that is based on several factors, including brand, authenticity, condition and the demand for that particular style.
Will any fees be subtracted from the price that I am quoted?
No. The price that you are quoted is the amount that you will receive in RESELLFRIDGES credit.
What happens if I’m not happy with the quote?
Unfortunately, at this time, all prices quoted are final and are not subject to further negotiation. If you are not happy with our quote, simply reply to the email and decline our offer. There is no obligation to accept our quote.
How do I accept the quote that you have given me?
To accept our quote, simply reply to the email we sent you with details of the offer. You have 14 days to accept or decline our offer. (If you still wish to sell your item after the offer has expired, you will need to re-submit photos of your bag to receive a new quote.)
Can the original price I’m quoted change after you receive my bag(s)?
No, the price you are quoted is non-negotiable and a one-time offer. If your bag is not selected for resale, we will send it back to you, free of charge.
Why haven’t I received my quote yet?
From the date of submission, quotes may take up to 4 days to be confirmed. If you have not received a quote after this time, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad +44 (0) 20 7160 6222 between 8am and 11pm.
How long is my quote valid for?
Your quote is valid for 14 days. If you still wish to sell your item after the offer has expired, you will need to re-submit photos of your bag to receive a new quote.
I’ve been asked to send more photos – why?
Additional photos are sometimes needed to ensure the team of valuation experts give you the most accurate quote possible. If additional photos have been requested, we will not be able to proceed with the evaluation of your bag until they have been received.
Credit
How and when will I be paid?
Payment will be given in RESELLFRIDGES credits on a Selfridges eGift Card, which you can spend in store or at selfridges.com. Once you have accepted your quote and the valuation team has successfully received and verified your bag, the credit will be transferred onto a Selfridges eGift Card within 12 days of it arriving with the valuation experts. These credits can be used immediately and do not expire. Unfortunately, at this time, we are unable to offer any other forms of payment (e.g. money). We will update you in the future if this changes.
What is RESELLFRIDGES credit and what can I use it for?
RESELLFRIDGES credit is ‘money’ that will be added to a Selfridges eGift Card, which you can spend in store or at selfridges.com.
I haven’t received my RESELLFRIDGES credit yet – why?
If you haven’t received your RESELLFRIDGES credit yet, it is likely that your item is still being evaluated. You will receive an email notification as soon as your credit has been processed (this normally takes no more than 12 days from when the bag arrived with the valuation experts).
Can I transfer my RESELLFRIDGES credit to family or friends?
Unfortunately, RESELLFRIDGES credit isn’t transferable.
How long will my Selfridges eGift Card be valid for?
Don’t worry, your Selfridges eGift Card will never expire.
Shipping
How do I send my items to RESELLFRIDGES? Are there any shipping costs?
Sending your items to RESELLFRIDGES is a quick, free and easy process. Once you have accepted your quote, you can schedule a pick-up time with us. We use DHL for our collections and deliveries; they offer three-hour collection/delivery slots. Once a pick-up has been scheduled, we will send you our packaging guidelines to help you prepare your item for collection, as well as the DHL tracking number and shipping label, which you will need to print out. (Please note, the valuation experts are based in Estonia.)
How do I prepare my item for pick-up?
We have tried to make our pick-up process as easy as possible for you. Please see below for information on how to prepare your bag for collection:
1. You will receive an email with the shipping instructions and commercial invoice, which you will need to print out.
2. Once you have printed out the label and found a box or polymer envelope to package the bag in, please remember to:
a. Empty your bag of its contents.
b. Wrap any exposed hardware in tissue paper or bubble wrap.
c. Make sure your item is in a condition you’d like to receive it in.
3. Put your bag inside the package and seal.
4. Before the driver arrives, please attach the printed shipping label to the front of the packaging.
Can I change my pick-up address?
Unfortunately, this is not possible at the moment. If you have any questions, please send an email to [email protected]fridges.com or call us on +44 (0) 800 123 400, or if calling from abroad please call +44 (0) 20 7160 6222 between 8am and 11pm.
I missed the courier – can I reschedule another pick-up time?
Yes. If you need to reschedule your pick-up, please contact DHL Express either via their website www.dhl.com/en/express or on 0345 072 0278 (please note, this number is for UK-based customers only) and quote your DHL tracking number. Alternatively, please email [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, call +44 (0) 20 7160 6222, between 8am and 11pm, and quote your DHL tracking number. Please note, we can only arrange up to three pick-ups.
Is there a way to track the shipment of my item?
Yes. You can use the DHL tracking number given via email to track the shipment status via the DHL Express website www.dhl.com/en/express. If you have any issues, please contact DHL Express on 0345 072 0278 (please note, this number is for UK-based customers only). Alternatively, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, call +44 (0) 20 7160 6222, between 8am and 11pm, and quote your DHL tracking number. (Please note, the valuation experts are based in Estonia.)
Why haven’t you received my item yet?
Shipping delays may occur over the weekend or during holiday periods. You can track your item via the DHL Express website www.dhl.com/en/express using the DHL tracking number provided via email.
What happens if my item gets lost during shipment?
All items are insured and provided with tracking details for monitoring purposes. If you are concerned that your shipment has been lost, please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad call +44 (0) 20 7160 6222 between 8am and 11pm and quote your DHL tracking number provided via email.
Can I drop off my item at Selfridges?
Unfortunately, this is not something that we are able to offer at the moment. We’ll update you if this changes in the future.
Where will my item be sent to for valuation?
Your bag will be sent to a team of valuation experts in Estonia.
I can’t find my label or shipping instructions. Can you help?
Please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, call +44 (0) 20 7160 6222 between 8am and 11pm, and quote your DHL tracking number provided via email.
How quickly do I need to send my item to RESELLFRIDGES?
There is no set time period, but we recommend that you schedule your pick-up as soon as you receive our quote in order to receive payment for your item(s) as soon as possible.
How will I know that the valuation experts have received my bag?
You will receive an email from the RESELLFRIDGES team to let you know your bag has arrived with the valuation experts. You can also use the DHL tracking number given via email to view the shipment status on the DHL Express website www.dhl.com/en/express. If you have any issues, please contact DHL Express on 0345 072 0278 (please note, this number is for UK-based customers only). Alternatively, you can email us at [email protected] or call us on +44 (0) 800 123 400. If calling from abroad, please dial +44 (0) 20 7160 6222 between 8am and 11pm and quote your DHL tracking number.
Verification & returns
What happens when you receive my item? How long does the process take?
The team of valuation experts will assess your bag as soon as they receive it. Once it has passed their quality checks, we will transfer the credits to a Selfridges eGift Card, which you can spend in store or at selfridges.com. This should take no longer than 12 days from the time your item reached the experts.
How do you authenticate the bags?
We work with a team of third-party valuation experts to ensure the authentication of the items we receive. We have a rigorous process to ensure that all items meet our authenticity standards.
Why would my bag not pass the evaluation?
Your item may not be approved by the valuation experts if it differs from what was expected, based on the photos and information that you submitted. Some examples of why your bag may not be approved are listed below:
· your bag is not a style we’re currently accepting.
· your bag is not in a suitable condition.
· the valuation experts can’t confirm the authenticity of your bag.
· your bag is from a brand we don’t stock.
· Your bag is from a category we don’t stock.
What happens to my bag if it is not approved?
You will receive an email from us if your item is not approved by the team of valuation experts. We will send your bag back via DHL to the same address that the pick-up was arranged from, free of charge, within five working days. When the item is delivered, we will require a signature for tracking confirmation.
What if I change my mind and decide that I want my bag to be returned?
Unfortunately, once you have accepted our quote and sent us your bag, we are unable to cancel the purchase of your bag. Please see our Terms of Service for more information.
Technical issues
What can I do if I can’t submit my bag online?
In order for us to make a submission on your behalf, our Customer Services team needs the following information:
Personal details:
1. Full name
2. Full pick-up address (street, city, postcode, country)
3. Email address
4. Mobile number
Bag details:
1. Minimum of 4 photos
2. Brand
3. Size
4. Condition
Please send an email to [email protected] or call us on +44 (0) 800 123 400, or if calling from abroad, dial +44 (0) 20 7160 6222, between 8am and 11pm.
Can you schedule a pick-up for me?
In order for us to schedule a pick-up on your behalf, our Customer Services team needs the following information:
1. Full pick-up address (street, city, postcode, country)
2. Preferred pick-up date (minimum 3 days in advance)
3. Preferred pick-up time