FAQ - Frequently Asked Questions
Products and Services
What second-hand luxury brands can I find on your site?
A: On our site you will find internationally recognized pre-owned luxury brands such as Gucci, Prada, Louis Vuitton, Chanel and many more.
How do you guarantee the authenticity of the luxury products sold on your site?
A: We ensure the authenticity of our products through accurate checks and collaborations with industry experts. In most cases we provide dustbag and original box with tags and invoice, otherwise we can proceed to carry out the verification through third-party applications (e.g. Pragma Arte, Vestiaire Collective, Entrupy), if requested.
What are the conditions of the products you sell on your site?
A: Our second-hand products are carefully selected and are sold in excellent or like-new condition, ensuring the highest quality. This also applies to vintage items, which are more likely to show signs of age.
How can I be sure that the sizes match my needs?
A: We provide detailed size guides for each product and are available to provide personalized assistance if you are unsure about which size to choose.
What are the advantages of purchasing on your e-commerce site?
A: Buying vintage or second-hand luxury brands on our site allows you to save significantly compared to the original selling price. In addition, you will contribute to the environment by giving new life to unique garments and accessories with a story to tell.
Can I sell my used luxury items on your site?
A: Absolutely! We also offer aSales Service for used luxury items. Contact us for more information on how to sell your items on our site.
Payments
What payment methods do you accept on your e-commerce site?
A: We currently accept payments via credit/debit card (Visa, Mastercard, American Express, Maestro, UnionPay), PayPal, Apple Pay and Google Pay.
Can I pay for my second-hand luxury purchases in installments?
A: Pally Vintage Closet offers the option to pay in installments via third party services, including Klarna and Paypal. You can also pay in installments via Vestiaire Collective and Depop.
How can I be sure my payment is protected?
A: Payments are handled by Shopify Payments, which ensures payment security through SSL encryption and compliance with PCI DSS regulations to protect sensitive customer data.
Shipping
What shipping options are available for my purchases?
A: We offer a standard shipping service in Italy and the European Union, we would soon like to extend the service internationally.
Can I track my shipment?
A: Yes, once your order has been shipped, you will receive a confirmation email with your tracking number. You will be able to follow your package until it is delivered.
What is the estimated delivery time for shipments?
A: Delivery time depends on your location. Standard shipping usually takes 3-5 business days domestically. For other geographic areas it can take 7-10 days.
Do you offer international shipping for your products?
A: We currently only ship within the European Union via this site. If you are outside the EU, you can still purchase our products on Vestiaire Collective or Depop.
Refunds and Returns
What is your return policy for items purchased on your site?
A : We accept returns within 14 days of delivery date. Items must be in the same condition as received, with original tags and packaging.
What happens if the returned item does not comply with the return policy?
A: Items returned that do not comply with the return policy will be returned to the customer at their expense. We recommend that you read the Return Policy carefully before proceeding.
What is the process for requesting a return on your site?
A: To start the return process, you must contact our customer service within 14 days of delivery. We will guide you through the process.
Can I get a full refund for a returned item?
A: Once we receive and verify the returned item, a full refund will be issued, excluding return shipping costs, which will be paid by the buyer. The refund will be made using the same payment method used for the purchase.
What happens if I receive a damaged item?
A: If you receive a damaged item, please contact our customer service immediately for assistance. We will provide you with instructions on how to proceed and resolve the situation promptly.
Who pays the return shipping costs?
A: Return shipping costs are the responsibility of the customer.
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