Support
Help Centre
Deep guides for the moments that matter - before you list, when you pay, and after the parcel lands.
Last updated April 2026
These articles are written to match the iPhone app (tabs, Profile → Menu, Sell form, Orders, Help Centre). The web marketplace may differ in places - when a step says “tap”, it means the app. For account-specific issues, use Help Centre → Start a conversation in the app so agents can see orders and messages.
App walkthrough
Complete app guide
Every major iPhone feature with why it matters, step-by-step instructions, and what to expect - buying, selling, orders, and profile tools.
Open the full guide →- SellingListings, pricing, shipping, payouts, and growing a trusted shop.Open guide →
- BuyingDiscovery, checkout, delivery, claims, and leaving useful reviews.Open guide →
- Trust and safetyScams, reporting, counterfeits, and how we enforce community rules.Open guide →
- How WEARHOUSE worksEnd-to-end journeys for sellers and buyers on web and app.Open guide →
Browse by topic
Step-by-step help aligned with the in-app experience (tabs, Menu rows, and Settings). Open a hub or jump straight to an article - URLs match the mobile Help Centre where applicable.
Orders, delivery & refunds
Pay with confidence: status, tracking, collection points, and when money moves back.
- Orders & delivery hubOverview and links to every order-related article.Open →
- Cancel an orderWhen cancellation is available and what both sides see.Open →
- RefundsHow reversals work after payment or disputes.Open →
- Delivery timingHome delivery vs pickup-style options at checkout.Open →
- Shipped & trackingFollowing tracking and delivery notifications.Open →
- Collection pointsWhat a collection-point delivery choice means.Open →
- Says delivered - not receivedStructured help when tracking shows delivered without the parcel.Open →
- Orders list (bought & sold)Purchases vs sales and opening order detail in the app.Open →
Profile menu & seller tools
Everything behind Profile → Menu: dashboard, lookbook, discounts, vacation, invites.
- Profile & seller tools hubOne index for Lookbook, dashboard, favourites, and more.Open →
- Lookbook (beta)Feed, create, and how lookbook fits next to your listings.Open →
- Seller dashboardShop performance, earnings, and withdrawals.Open →
- FavouritesSaved items from Menu or Discover’s heart shortcut.Open →
- Multi-buy discountsSeller rules that reward multi-item baskets.Open →
- Vacation modePause listings while you’re away.Open →
- Invite a friendShare your invite link from Menu or Settings.Open →
- Trusted seller badgeTrust signals buyers see and how eligibility works.Open →
Account, app & getting started
Sign-in, guest mode, verification, onboarding, and the big-picture tour.
FAQs
Answers before you hit checkout.
I paid but the seller never shipped - what now?
Open the order from your purchases tab and start the official help flow. Upload evidence (screenshots of chat, promised ship dates). Avoid chargebacks before exhausting in-platform steps - they can complicate seller payouts and your own account standing.
Can I complete payment outside WEARHOUSE?
No. Off-platform payments remove protections and violate our rules. If someone asks, report the message and cease the trade.
How do I prove an item is authentic?
Provide label photos, receipt if available, and macro shots of hardware/stitching. Optional verification programmes - when live in your region - appear at listing or checkout. Read Item verification for programme detail.
Still stuck? Support can see live order state - describe what you tapped, what you expected, and what happened instead.
This Help Centre is general guidance only and does not replace professional or legal advice.