COVID-19: Our FAQs
Dear members, at Vestiaire Collective, we know that nothing in the world is more important than our health and that of our families. As a truly global community of members and employees, we have to respect and uphold social distancing and confinement measures that are currently in place in certain countries in order to slow the spread of the virus. However, our community is and remains ourt priority. As a result, we are putting a number of measures in place to help you send and receive your items with the minimum of fuss.
Will I receive my parcel despite the COVID-19 outbreak?
During the COVID-19 outbreak, our priority is to ensure the safety and health of our community and our teams, while also continuing to maintain our service. Our carriers and offices are still operating, and your items are still being authenticated, processed and delivered to you. However, there may be some unforseen delays in our authentication process (if you choose to benefit from this), and your delivery may take longer. You can follow your order in your account: - on our app (Me; My Vestiaire, My Purchases) - on our website (My Account, Purchases and Sales, Your orders). In both cases, click on the item and then 'more details' for detailed delivery information. If you require faster delivery, we have enabled Direct Shipping for all brands (except Chanel), and on all items under €500. To find out more about Direct Shipping, click here.
Is it dangerous to receive a parcel from an area where COVID-19 has been detected?
There is very low risk of infection from a parcel received from an area where COVID has been detected. According to the World Health Organisation (WHO), the virus cannot survive for more than a few hours on any surface. We recommend you consult the WHO's own page dedicated to questions relating to COVID-19 by clicking here.
Can I change my delivery address?
For items ordered with standard shipping and our authentication service: You can change your delivery address if the item has not yet sent been for authentication. Please note however that you can only change the address to another in the same country as your initial destination. To make this change, go to your account and follow: - on our app (Me; My Vestiaire, My Purchases) - on our website (My Account, Purchases and Sales, Your orders). For items ordered with Direct Shipping: Unfortunately, it is not possible to change the delivery address once the order has been confirmed with Direct Shipping. In cases where the carrier cannot deliver your item, it will be returned to the seller and you will be refunded in full.
Can I cancel my order because of COVID-19?
Unfortunately, we are not offering the option of cancelling your order if we can deliver to the address listed on your account. There is very low risk of infection from a parcel received from an area where COVID has been detected. According to the World Health Organisation (WHO), the virus cannot survive for more than a few hours on any surface. We recommend you consult the WHO's own page dedicated to questions relating to COVID-19. If you change your mind, we give you the option to relist your item on Vestiaire Collective without commission for up to 72 hours after its delivery.
How can I print my prepaid post label?
Can't print your prepaid post label at home? Some tabacs, supermarkets or corner shops offer printing services, so we advise checking here first if you can. If you are unable to print your label, we advise that you cancel your sale and activate Holiday Mode to make your items temporarily unavailable for purchase.