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ACCOUNT

How do I log in or create an account?

Click the SIGN-IN button located at the top right hand corner. You can use your email address or Facebook account to create an account at The Fashioner.

I forgot my password?

Click the ‘Forgot Password’ link located on the log in screen. On the next screen, type in the email address associated with your account. You will receive an email with a link where you can change your password.

I want to change my password

Access your ‘Account’ page by clicking on the 'Account Information and Settings' button. You can then select 'Change Password' and follow the prompts.

Do I need a Facebook account to use The Fashioner?

No, you do not need a Facebook account to buy or sell on The Fashioner. You can set up an account using your email address and a selected password.

SELLING

How do I send my items to you?

To send your items our way, go to our sell page and follow the 6 simple steps! Choose whether you’d like to print your own prepaid shipping label at home or if you’d rather have us mail you a prepaid shipping bag.

Can I send you brands that aren’t on your list?

In general, we don’t accept brands that aren’t on our approved brands list. However, if you have a high-end brand that is not listed under “Brands we do NOT accept”, please feel free to email hello@thefashioner.com.au and ask about it!

You passed on several of my items. How do I get them back?

To get any rejected items back, you must Decline our offer. Once you've paid the $10.00 return shipping fee per bag, we'll send your items back to you right away.

Do you ever add brands to your brand list?

Our list of accepted brands is always expanding. If you don't see your brand on there now, please check back again soon! But please feel free to email us and ask about it!

How do I know you’ll buy my items?

We look for current, damage-free brands that are on our approved brands list. If your items meet these criteria, we'll be happy to buy them!

Why didn’t you buy my items?

We can only buy what we know we can sell in our store. Your items may have not been brands that we currently carry, might have had minor damages and/or may have been too dated. Unfortunately we are unable to itemise your sell order at this time but we are working on it!

Do you only buy what’s in season?

We always prefer to buy in-season items. However, we do also accept items that are out-of-season, too.

What happens if I don’t like my offer?

If you aren’t happy with your offer, you can choose do Decline it and have your items shipped back to you for a flat $10.00 delivery fee per bag.

What happens if my items get lost/damaged while shipping to you?

All of our sell orders are insured up to $100, so you can ship worry-free!

How much staining is too much staining?

Every item that we buy is eventually re-sold on our store. We try to give our customers a like-new shopping experience, so if there’s any obvious staining or damage, we’ll unfortunately have to pass on your item.

How many items can I fit into your bags?

Our shipping bags are about the size of a standard bed pillow and tend to hold 15-20 items.

Is there a minimum or maximum number of items that I can send you?

There is no minimum or maximum amount of items that you can send us, but we encourage you to fill your bag! Just be sure the items are brands on our approved brands list, current, and damage-free.

Why do you only take the brands on your list?

Before we accept a new brand, we must first research the pricing, quality, availability, style, and other factors, and add all this to our database. Our brand list is expanding all the time, so if you don't see what you're looking for now, try checking back again soon.

Do you buy swimwear, sleep wear, intimates, or lingerie?

At this time, we aren't able to take swimwear, sleep wear, intimates, or lingerie.

How much can I expect to be paid for my items?

We price each unique item separately, but you can get a general idea by going to the sell page and scrolling down to our price calculator.

I just received an offer! How long is it valid for?

Once you receive an offer, that offer is valid for 14 days. If the offer is not accepted or declined within that 14 days, it will expire and all items will be surrendered. To accept or decline your offer please reply to the email with your offer details.

How do you choose the prices you pay for items?

The amount we pay out for a given item is primarily driven by the resale value of the item. It's important to keep in mind that the resale value may be significantly less than the price you first paid for it. We also take into account the supply and demand for similar items - for example, we tend to pay more for a hot style we're having trouble keeping in stock, and a bit less for basics that we see frequently. Season can affect our payouts as well, and the amount we pay for a certain type of style may change from time to time.

Do I get a separate offer for each individual item in my sell order?

The offer we give is for the entire sell order as a whole, and we unfortunately aren't able to issue separate offers for each individual item.

Do you take men's clothing?

At this time we're only buying/selling women's clothing but we definitely do have plans to add men's clothing in the future!

How do you authenticate your items?

Our merchandising and authentication team evaluates each item for brand-specific authenticity details, including materials, stitching, name plates, hardware, serial numbers and holograms. Each handbag must pass our authenticity review prior to our making a purchase offer to the seller, and we guarantee the authenticity of every item we list for sale.

Do you sell on consignment for high-end items?

No, we instead make upfront cash offers for every item we receive. This lets you get paid as soon as possible, and eliminates the risk and uncertainty associated with consignment. We will soon have an auction facility for hot items so you have a chance to win items that are in high demand!

Do you take maternity clothing?

We do take maternity clothes, just check the brands are on our accepted list! If they are not you can always email us as we are always adding new brands.

Do you take children's clothing?

Not yet, but it's definitely possible we'll add children's clothing to our lineup in the future!

Do you buy wedding dresses?

We aren't able to buy/sell wedding apparel just yet, but it's definitely in our future plans!

I just received an offer for my sell order! How do I get paid?

To accept your offer, go to the "Items Sold" tab on your Account page. From there, just choose whether you’d like to be paid via PayPal, bank deposit, or store credit, and we’ll pay you right away!

How do I choose my payment method?

Once we make you an offer for your items, you'll have the option to accept the offer or decline it. If you choose to accept your offer, you'll then be prompted to choose whether you'd like to be paid via PayPal, bank deposit, or with thefashioner store credit. If you choose store credit, an extra 20% will be added to your payout!

I've received an offer for my items, but I’m not familiar with PayPal. What is it?

PayPal is an online platform to exchange money easily and securely. This money can be transferred to your bank account and used as real money, too! To get more information, visit the PayPal website.

What payout methods do you provide to sellers?

At this time, we offer three different choices for sell order payouts: PayPal, bank deposit or store credit. Choosing store credit as your payout method adds an extra 20% bonus to your payout! To choose your payout type, just go to your Account page to the "Items Sold" tab after you've received an offer on your sell order.

BUYING

I found an item I love! Do you have it in any other colours or sizes?

Each item listed on our site is a unique piece that was sold to us by one of our customers. Unfortunately, this means that if you don't see it in your size or color, we don't have it in stock! You can customize your preferences on the ‘My Account’ page, for example if you are after Cue clothing in a size 10, just mark your preferences under ‘Email Preferences” and we will notify you as soon as something matching your preference comes in!

I need more information on an item

We try to supply as much information for each item as possible, and you can find photos, measurements, fabric content, and more on each item’s sale page. Unfortunately, after an item is listed on our website, it is shelved in our warehouse and cannot be accessed for further inspection

How much do you charge for shipping?

We charge a flat $10.00 shipping fee for orders under $100. If your order is $100 or more, shipping is free.

What forms of payment do you accept?

We accept credit cards, PayPal, The Fashioner store credit.

Is the item in the photo the actual item I'd be receiving?

Yes! All of the photos on our website are taken at our on-site photo studios, so what you see is exactly what you get.

The model looks a different size to the size stated?

All clothing has been pinned or cinched to fit the model so you can get an idea of what the item looks like on a real person.

How quickly do you ship once a purchase is made?

We always ship out orders out within 1 business day of receiving them. Shipping is via Australia Post eParcel and customers tend to receive their packages within 2-3 business days.

Do you sell plus sizes?

We do! Click on ‘Plus Sizes’ on the Home Page.

How do you measure your garments?

SHIPPINGS & RETURNS

One of my items didn't work out for me. Can I return it?

The Fashioner is committed to customer satisfaction- if you receive an item that you are unhappy with for any reason, simply return it to us within 14 days in its original condition and we will refund your money.
You need to fill in a “Merchandise Returns Form’. Simply visit your Orders page and click on the “Start a Return” link.

Do I have to pay for return shipping?

If we have made an error in our description or the item received is not as described, of course we will happily pay all return shipping costs. Otherwise please attend an Australia Post location to return your goods.
Our returns address is:
The Fashioner
PO Box 218
Bondi NSW 2026

What happens if I don’t receive my package?

Your packages can be tracked on your Orders page in ‘My Account”.
Click the Australia Post tracking link to find the estimated delivery date and location of your item.

What if I receive the wrong item?

If you have received the wrong item, please contact us immediately at help@thefashioner.com.au

REFERRALS

How do I refer friends?

Click the ‘Invite Friends’ link that is located on your Account Page. From here, you can import contacts to invite or manually input their email addresses.
You can also copy and paste your personal invite link (up at the top of the referral page) and anyone who clicks that link and signs up will show as being referred by you!

How will I know that one of the friends I've referred has used my referral link?

If you go to your Account page to the "Invite Friends" tab, your Referral History will tell you if any of your friends have shopped or sold with us yet.

When do I receive my referral credit?

If you refer a friend, you'll earn $10.00 in The Fashioner store credit when they make their first purchase, and another $10.00 in The Fashioner store credit once they accept their first sell order offer with us!

How does the referral process work?

If you refer a friend through our referral system, they get $10.00 in The Fashioner store credit for signing up through you. Then, when they make their first purchase, you'll also be rewarded with $10.00 of The Fashioner store credit. Same goes with selling -- when your referred friend sells with us and accepts their offer, you're issued a $10.00 credit for referring a new seller, and they're issued a $10.00 credit for becoming a new seller.