DW Purchase Protection


How do I use DW Purchase Protection?
When does Purchase Protection end?
Our Authenticity Promise.

You are protected whenever you make any purchase on Designer Wardrobe. We will give you a full refund if your item never ships or does not match the listing description. Otherwise, all sales are final. The system we have in place to protect you is called DW Purchase Protection. By purchasing on Designer Wardrobe, you accept the following terms.

How it Works

If your item hasn’t been received - we have you covered:
Tracked items: Most sellers add a tracking number from a compatible courier service to their sales. When an item has been tracked - we don't release payment to the seller until the item has been marked as “Delivered”, and you have had 24 hours to inspect the item to make sure it matches the listing description. You have 24 hours to inform us if the item has been misrepresented by Opening a Dispute. It is important as a Seller that you both add track and sign to your parcel to avoid any issues.
Untracked Items: In the unlikely scenario that a seller hasn’t entered tracking or a tracking number is not recognised by Designer Wardrobe (such as using an incompatible courier service), your Purchase Protection defaults 6 working days after the initial purchase. We will remind you 24 hours before it is expiring via email. If your item hasn’t been received we are able to extend your Purchase Protection and get in contact with the Seller. If we don’t receive a response from the Seller, Designer Wardrobe will cancel the purchase and provide a full refund.

What is covered when your item is different from the listing description

For Sellers - when an item is sold on Designer Wardrobe, the Buyer pays us via Credit Card or Bank Deposit and your earnings will show as Pending in your  DW Wallet until the Purchase Protection Period elapses. Your earnings will then be made available to be withdrawn into your bank account or spent on Designer Wardrobe.  
If any of the following pertain to your order - we recommend you Open a Dispute immediately:
Incorrect or missing item/s
Undisclosed damage E.g. There's a stain or tip that wasn't mentioned
Item not as described E.g. The item is a different size than what it was listed at
Item is not authentic E.g. A counterfeit Gucci bag
If you believe your item to be a fake or replica item, Open a Dispute and send it to us. We will physically verify the item and if it’s not the real deal, we will return it to the Seller and you will get a full refund. Please note: you must open any disputes within the DW Purchase Protection period. 
If no claim is made before your DW Purchase Protection expires your payment will be automatically released to the seller. Once payment has been released, all sales are final and no refunds are able to be provided.

You may be able to receive a refund if your item does not arrive within the time indicated by the Seller (or, if not indicated, a reasonable period of time). However, please note that if the item is tracked and shows that as delivered, we’ll consider the item delivered and the sale complete, meaning the Seller or Designer Wardrobe is not responsible.

If you choose to return your item, you must do so within 5 days of approval to be eligible for a refund. Please note DW will not reimburse return postage. 

Disclaimer: Designer Wardrobe is a marketplace for secondhand items, and while it is fair and reasonable to expect that your item is consistent with the listing description - it is also important to thoroughly read the listing description and ask any questions if you have any. In the interest of fairness to both Buyers and Sellers - it is at Designer Wardrobe’s sole discretion to issue a full or partial refund for any dispute pertaining to consistency with the listing description.

What is not covered

It’s important to note that DW Purchase Protection does not cover instances where the item doesn’t quite fit you/just not your style or you changed your mind. You can always re-list the item on Designer Wardrobe!

Trading off the platform

Designer Wardrobe does not cover trades or transactions completed off of the Designer Wardrobe (our website or mobile app platforms). When payment for the full value of items is not made via the Designer Wardrobe platform, we are unable to guarantee that both parties will ship and transact as promised. You accept all risks associated with any such transactions. We made Designer Wardrobe to be as safe as possible - that is why trading off the site is against our Terms of Use and may result in your membership being cancelled.

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