FAQ

Submit one item, get an instant credit estimate, accept it, we email a prepaid label, post within 10 working days, we inspect and confirm or adjust credit. If confirmed you receive a single‑use Prelovedd voucher.

One item per submission. Submit as many trade‑ins as you like over time. Only one trade‑in voucher can be used per checkout.

Check your junk/spam folder. If the label hasn’t arrived within 10 minutes of accepting credit, email hello(at)prelovedd(dot)com with your trade‑in ID and postcode.

Vouchers are single‑use, non‑transferable, must be used in one transaction, expire 12 months after issue, and only one Prelovedd voucher may be used per checkout.

Yes. Credit is based on the condition you declare and the brand’s valuation rules. Choose the correct condition on the “Your Item Condition” step to avoid delays or adjustments.

No. Postage is free - we email a prepaid label when you accept the credit. Carrier options vary by postcode and most support printerless drop‑off.

You have 10 working days from accepting the credit to post. If you don’t post in time we may cancel the voucher and charge your payment method for the credited amount; we’ll send reminders before taking action.

We’ll email a revised offer with options: accept the new credit, request return (if eligible), or decline (voucher cancelled). We aim to send inspection outcomes within ~2 business days.

A curated delivery of 3–7 pre‑loved pieces styled as ready‑to‑wear outfits - available as stylist boxes, seasonal capsule boxes or limited mystery drops.

Certain box types include a small styling fee or deposit that is refundable or offset against the price of any items you keep. Exact fees and refund conditions appear clearly on the box product page.

Yes. Boxes are curated to complement your profile and existing pieces; the app shows outfit combinations that mix box items with what you already own.

For keep‑and‑return boxes, use the prepaid return label within the returns window. We refund returned items after inspection. Mystery boxes are usually final sale — check the terms before buying.

Some boxes let you try at home and return unwanted items (returns window and prepaid labels included). Mystery boxes may be final sale - details shown at checkout.

Manage subscriptions from Account → Subscriptions. You can pause, skip or cancel; box commitments and refund rules depend on the plan - check the box terms.

Estimated ship dates appear on the box page and in your order confirmation. You’ll get a tracking email once it ships and can view status in Account → Orders.

Yes. Update sizes, fit and dislikes in Profile → Style & Sizes and add box notes when reserving. We’ll aim to honour requests; limited‑run Mystery Boxes may have restrictions.

Go to Orders in your account to view tracking details. You’ll also receive email updates when the item ships and when the carrier scans the parcel each time.

Email hello(at)prelovedd(dot)com with photos and your order number. We’ll investigate and resolve (refund, replacement or credit) per our returns policy.

Ask the carrier to scan the QR or barcode. If their device fails, keep proof of drop (receipt/photo) and contact hello(at)prelovedd(dot)com - we’ll liaise with the carrier.

Yes - returns for purchased items follow our returns policy. Start a return from your order page; return windows and refund timelines are shown at checkout and in the order confirmation.

Contact hello(at)prelovedd(dot)com with your tracking number and trade‑in/order ID. We will open an investigation with the carrier; keep your proof of drop‑off.

We offer consignment, wholesale/buy‑out and co‑branded second‑life collections. We handle intake, grading, cleaning, styling and resale; brands retain control over pricing bands and channel guardrails.

Yes. Prelovedd supports both online and in‑store trade‑ins. We provide training material and in‑store collateral so staff can accept trade‑ins and issue credits redeemable across channels.

Yes - we can provide partners with metrics: items processed, recovered value, estimated waste avoided and (where available) estimated carbon savings.

Brands set their own credit policies and can nominate preferred resale partners from our approved network. Prelovedd provides data‑driven recommendations to help optimise recovery.

Items that can’t be resold are refurbished where feasible or recycled responsibly. For partner stock we commit to zero‑to‑landfill and transparent disposal reporting.

We use curated, outfit‑led listings, agreed pricing guardrails and channel/territory controls so your products never appear in uncontrolled discount contexts.