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FAQ
Fast answers on trade‑ins, boxes, orders, vouchers, partnerships and sustainability - everything you need to get help quickly.
Effortless resale with Prelovedd
Trade‑ins &
Vouchers
Prelovedd Box &
Subscriptions
Orders, Shipping
& Returns
Brands, Partnerships &
Sustainability
Trade‑ins & Vouchers
How does trade‑in work?
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.
How many items can I trade in at once?
One item per submission. Submit as many trade‑ins as you like over time. Only one trade‑in voucher can be used per checkout.
I didn’t receive my label - what now?
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.
How does the voucher work?
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.
Does item condition affect credit?
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.
Do I pay for postage?
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.
How long do I have to post the item?
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.
What if inspection finds a different condition?
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.
Prelovedd Box & Subscriptions
What is the Prelovedd Box?
A curated delivery of 3–7 preloved pieces styled as ready‑to‑wear outfits - available as stylist boxes, seasonal capsule boxes or limited mystery drops.
Is there a styling fee or deposit?
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.
Can I mix box items with my existing wardrobe?
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.
What if something doesn’t fit or I change my mind?
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.
How do keep/return boxes work?
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.
How do I pause or cancel a subscription?
Manage subscriptions from Account → Subscriptions. You can pause, skip or cancel; box commitments and refund rules depend on the plan - check the box terms.
When will my box arrive and how can I track it?
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.
Can I set style preferences or exclude items?
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.
Orders, Shipping & Returns
How do I track my order or box?
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.
What if an item arrives damaged or not as described?
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.
Label not scanning at drop‑off - help?
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.
Do you ship internationally?
Not yet. We currently ship only to the UK for now. We’ll announce new countries as we expand - sign up for email updates to be notified about future international shipping.
Can I return a purchased item?
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.
My parcel was lost in transit - what do I do?
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.
How long does delivery take?
Delivery times depend on your postcode and the shipping method shown at checkout. Estimated delivery windows are listed on the product/box page and in your order confirmation.
My tracking hasn’t updated - what should I do?
Wait 24-48 hours for carrier scans after dispatch. If there’s still no update, email hello(at)prelovedd(dot)com with your order/trade‑in ID and tracking number and we’ll investigate with the carrier.
Brands, Partnerships & Sustainability
How do brands partner with Prelovedd?
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.
What if an item arrives damaged or not as described?
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.
Do you report sustainability impact?
Yes - we can provide partners with metrics: items processed, recovered value, estimated waste avoided and (where available) estimated carbon savings.
What partnership models do you offer?
Consignment, wholesale/buy‑out or co‑branded “Prelovedd x [Brand]” collections - we recommend running a short pilot first to assess performance and fit.
Who sets credit amounts and resale channels?
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.
What happens to items that can’t be resold?
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.
How do you protect our brand when reselling?
We use curated, outfit‑led listings, agreed pricing guardrails and channel/territory controls so your products never appear in uncontrolled discount contexts.
How do you report sustainability impact?
We provide regular reports: items processed, items resold, tonnes diverted from landfill and estimated CO2 saved. Custom metrics available on request.
Something Else?
What are your support hours and response time?
We reply within 1-2 business days for general enquiries. Partnership and press enquiries may take longer and can require additional information and internal approvals.
How do I update my account details?
Sign in and go to Account → Profile for email/address changes and Account → Payments for card details. Contact support if you need help or further assistance.
Do you authenticate designer items?
Yes. High‑value designer pieces are authenticated by specialists before listing or inclusion in premium boxes.
Do you offer gift vouchers or corporate boxes?
Yes. Email hello(at)prelovedd(dot)com to discuss gift vouchers, corporate gifting and branded box options (minimums may apply).
Can I change or cancel my order?
If your order hasn’t shipped we may be able to cancel or change it - email hello(at)prelovedd(dot)com ASAP with your order number. Once shipped, please use the standard returns process.
How do I request data access or delete my account?
Go to Account → Privacy to request a data export or deletion, or email hello(at)prelovedd(dot)com. We’ll follow applicable data‑protection rules and confirm next steps.
I’m a journalist — who should I contact?
Email hello(at)prelovedd(dot)com with your outlet, deadline and topic. We’ll respond with availability and assets.
Where is Prelovedd based?
We’re headquartered in the UK. We’re expanding to more countries - join the waitlist for updates.
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