Return Policy — Casual Sellers

DesignerGiving Return Policy — Casual Sellers

This policy applies to items sold by independent casual and private sellers on the Designer Giving marketplace.

1. When Returns Are Accepted

1.1 No returns or refunds for change of mind, fit, or suitability.

1.2 We do not offer exchanges.

1.3 Returns are accepted only where there is a problem with the item or order, including where:

  • the item is materially different from its listing or photographs;
  • the item contains undisclosed defects or damage;
  • the wrong item is received;
  • the item is suspected to be counterfeit; or
  • the item does not arrive (see non-delivery below).

1.4 Report the issue to the seller via the platform within 7 days of delivery — this is your window to request a return or refund under this policy.

2. Non-Delivery

If the item does not arrive, contact the seller via the platform. This is handled as an order issue and may result in a refund without a return.

3. How to Return

3.1 Approved returns must use tracked post. You arrange and pay return postage unless the item is faulty, counterfeit or significantly not as described, in which case return postage will be refunded.

3.2 Items returned must match the condition described in the listing (new, like new, gently used, used or vintage pre-loved condition).

4. Refunds

4.1 Refunds are processed within 14 days of the seller receiving the returned item or proof of return postage (whichever is first), where a return is required.

4.2 No standard restocking fee applies.

4.3 This does not affect your statutory rights under UK consumer law.

5. Non-Returnable Items

For hygiene and health protection reasons, the following items cannot be returned once opened, unsealed or used where this affects resale suitability:

  • underwear;
  • swimwear where hygiene seals have been removed;
  • earrings;
  • cosmetics or skincare products; and
  • other hygiene-sensitive goods.

6. Counterfeit Items

4.1 Designer Giving operates a zero-tolerance policy towards counterfeit goods. If an item is suspected to be counterfeit, we may:

  • remove the listing;
  • suspend or terminate the seller account;
  • request further evidence of authenticity;
  • delay payment to the seller pending investigation; and/or
  • issue a refund where appropriate.

4.2 Designer Giving reserves the right to request authentication evidence or additional verification before processing refunds relating to counterfeit claims.

7. Authentication Requirements

5.1 Authentication requirements on the platform are as follows:

  • items under £200 — authentication optional;
  • items between £200 and £399 — authentication strongly recommended; and
  • items valued at £400 or more — authentication mandatory before listing.

5.2 Designer Giving does not independently guarantee the authenticity of items listed on the platform unless expressly stated otherwise in writing.

8. Lost or Undelivered Items

If an item has not arrived within 14 days of dispatch confirmation, buyers should contact the seller promptly through the platform. Where an item is confirmed as lost or undelivered, the seller may be required to issue a refund. If a refunded item is subsequently delivered, the buyer must contact the seller to arrange return of the item.

9. Contact Us

If you have any questions regarding refunds or returns, please contact: enquiries@designergiving.co.uk