Help Centre

Buying on WEARHOUSE

From discovery to delivery - how to shop second-hand with confidence.

Last updated September 2026

Buying pre-loved fashion should feel exciting, not risky. This guide walks through evaluating listings, using chat wisely, paying only through WEARHOUSE by card, and opening claims with the evidence moderators need. Pair it with Trust and safety for scam patterns.

Help Centre home Trust and safety

Checkout on iPhone (how the app works)

Product pages use Buy now and Send an offer (not “Make an offer”). At checkout you Pay by card only - Apple Pay is not offered. Totals include item price, shipping, and a buyer protection fee. Choose Home delivery or Collection point (carrier rates). After you buy, track the order under Profile → Menu (three lines) → Orders on the Bought tab. You can also shop multi-seller Try Cart / Shop All from Discover when you see it - offers may be limited in some bag flows, so read the on-screen actions.

Before you buy

Build a short checklist: size and measurements, material care, alterations, included accessories, and whether returns are possible for that listing type. If anything material is missing, ask in chat and wait for a written answer you can reference later. Save the listing to watch for price drops or competing items.

Questions worth asking the seller

Has the item been washed or dry-cleaned since last wear?
Any odours, pet exposure, or storage issues?
Does the colour match a specific Pantone or brand campaign name?
For shoes: outsole wear pattern and insole condition

Paying safely

Complete checkout inside WEARHOUSE with Pay by card. If a seller sends an external payment link, it is a red flag - cancel the conversation and report. Official flows show fees (including buyer protection), taxes, and delivery estimates before you authorise; screenshot that summary for your records.

Scenario	Recommended action
Seller asks for "friends & family" transfer	Decline; pay in-app only
Price drops right after you message	Verify listing still matches photos/description
Multiple duplicate listings same photos	Report; may be fraud or dropshipping

After you order

Track the shipment from your Bought orders. Sellers should tap Confirm shipping within about 7 days. When the parcel arrives, tap I’ve received this item, then Complete Order to leave feedback and release payment. If you do nothing, payment auto-releases about 2 days after delivery. Keep packaging until you confirm the item matches the listing. For Item Not as Described, message Support from Inbox within 3 days of delivery.

Returns, refunds, and claims

Eligibility depends on listing type, seller policy disclosures, and mandatory consumer law in your country. When messaging Support from Inbox about an order, narrate the timeline, attach photos, and propose a fair resolution (refund, partial credit, return with tracked label). Agents may mediate if parties disagree on facts.

Calm, factual messages resolve most disputes faster than accusations. Stick to observable differences between listing copy and what arrived.

Reviews that help everyone

Rate shipping speed, accuracy of description, packaging quality, and communication. Avoid personal insults or revealing private details. Reviews inform ranking - thoughtful feedback improves discovery for the next buyer.