DW Purchase Protection

At Designer Wardrobe, it is very important for us to have a safe community of trusted sellers and buyers. Having a Purchase Protection policy is great for shoppers because it promotes confidence & trust, and for sellers it means your item is more likely to sell.


What does DW Purchase Protection mean to me as a Buyer?

Everyone who shops on Designer Wardrobe receives automatic Purchase Protection with any purchase and is eligible for a:

Full Refund if you do not receive your order
You will get a full refund if you do not receive the item that you purchased or rented from Designer Wardrobe.


Full or Partial Refund if the item is not as described

If your item is significantly different from the listing description you can either A: Return it to the sender for a full refund, or B: Get a partial refund and keep the item. This includes, but is not limited to, unreported damage and wear, or inaccuracies in the listing. If you believe your item to be a fake or replica item, 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!


We want you to be satisfied with every purchase, however it’s important to note that if you receive the item and change your mind, we are unable to refund you. If this happens, you can always re-list your item(s) for sale.

If you change your mind before the item is on its way to you, the Seller may agree to cancel the purchase at their discretion. Please view our Cancellation Policy for more information.

How much time do I have?

When you purchase an item or rental, we’ll let you know how much time you have to open a dispute. We allow 6 working days after we have received payment for your item. If you do not open a dispute within this timeframe, your DW Purchase Protection will expire. Don’t worry, we’ll always let you know via email before your Purchase Protection runs out!

Can I extend my DW Purchase Protection?

Absolutely! In some rare cases a package may arrive later than expected. If you are still expecting your package but it has not arrived within 6 working days, let us know and we will extend your Purchase Protection for an extra 3 working days. If you have still not received your package after this point, please Contact Us.

I have an issue with a purchase - what should I do?

  1. Contact the Seller
    If you have any concerns, please contact the seller as a first step. Most sellers are happy to quickly resolve any issues.

  2. Open a Dispute
    If you are unable to reach a resolution with the seller, you can submit a return/refund request by Opening a Dispute.

  3. We’ll Review your dispute
    The team carefully review all issues and make it a priority to reach a fair resolution as quickly as possible. To make the process fair and simple, the decision to issue a refund is at the sole discretion of the Designer Wardrobe team.

What does DW Purchase Protection mean to me as a Seller or Renter?

When you sell an item 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.  

The Purchase Protection period ends:

  • 6 working days from when we receive the Buyer’s payment for the item (to allow time for the item to be delivered and inspected by the Buyer); or
  • When the Buyer confirms that they have received and are satisfied with their purchase.

You are not responsible for issuing refunds to buyers. If we confirm that the item was not delivered, prohibited from sale or does not match the listing description, we will charge back the earnings you received in order to refund the buyer.

Our Authenticity Promise.

Simply put, we have Zero-tolerance for Fraud, Fakes and Replicas. 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!

Any attempt to sell fakes/replicas or misrepresenting an item on Designer Wardrobe is prohibited.  We may, at our discretion, suspend any offenders’ access to the site indefinitely.

Have more questions? Submit a request