How do you assess the condition of an item and what do your descriptions mean?
We inspect each item carefully to assess the quality of the item. An accepted item goes into one of three categories, Excellent, Very Good and Good.
Excellent Condition Means:
Item shows no signs of being worn. Items in this category often still have tags on them. If the sale tag is on the item, it will be called out as Excellent with Tags. Clothing is in perfect condition. Shoes and boots may have been worn outside and have light scuffing on the soles, but the leather is perfect. Handbags are in perfect condition. Jewelry shows no signs of being worn.
Very Good Condition Means:
For clothing to be classified as very good, it means that it shows signs of being dry cleaned (meaning some color degradation) or it has a stain or snag the size of a pinhead, barely noticeable.
For shoes and handbags to be classified as very good, it means that the items have been used more than once. The shoes and boots have sole scuffing. The handbags may have slightly worn corners. Jewelry may have slight scratches on the gold or silver, stones are still perfect.
Good Condition Means:
We seldom accept items that are in good condition. If we do, it is because the items are so amazingly unique or coveted, we just can't pass them up and we don't think you would either. Designer clothing may have a very faint stain or ink mark. Shoes and handbags have clearly been used repeatedly, but are still without significant degradation. Jewelry has multiple scratches on gold and silver, but stones are fine.
Are items clean?
We require that the item be without stains or smell prior to accepting an item.
We ask that all items are cleaned. We do carefully inspect every item, but can not guarantee they have been dry cleaned immediately prior to submission. We can guarantee the quality of the item and the condition.
What happens to items if they are not sold?
You can expect items that did not sell to reappear under a different theme sometime in the next three to four weeks. Pricing may vary each time the item is on the site. In most cases, the prices will stay the same, however, in some cases, the prices will increase.
You can request an item to be put into a sale if you missed it. Simply email us at: stylist@TheRealReal.com. We will notify you when the item goes back on sale.
How much is membership?
Regular membership is FREE! First look membership is $5 a month and you will have access to all the event sales 24 hours before regular membership.
How long do the event sales last?
For regular membership sales last 72 hours. For first look membership sales last 94 hours.
How do you price?
We don't have a standard formula. Here's what we take into consideration: the quality of the item, the uniqueness of the item, the item's covet factor (this is totally subjective, of course), the condition of the item, the original selling price, current sale prices of similar premiere designer items in stores and online.
I have a promo code. Can I use it multiple times?
Promo codes are limited to one use per customer.
Do you ever have men's sales?
Yes! We're so excited to introduce our Real Men Monday sales, specializing in men's luxury clothing, shoes, accessories and leather goods. Brands include Christian Louboutin, Louis Vuitton, Gucci, Prada, Robert Graham and Band of Outsiders. If you have men's clothing you'd like to consign, click here
What is your return policy?
Returns will be accepted on clothing and shoes only for a credit card refund within 14 days of shipment and must be shipped to us within 21 days of original shipment with a Returns Authorization number. A Returns Authorization number can be requested by simply emailing: customerservice@TheRealReal.com with RA Request in the subject line. You will then be emailed an RA number and a shipping label to return the clothing. You must add your postage to the package. All items returned must be in the same condition as when it was received. Returns without an RA# will not be accepted.
All sales on handbags, belts, luggage, jewelry, small leather goods, key chains, briefcases, and all other accessories are Final Sales and no returns will be accepted. There are no returns on end of month sale items. These items will be featured on sale in Big Blowout Sales. We do offer you the opportunity to resell your purchased items as a consignor.
What are your consignment rates?
Our rates are 60% (sale price minus sales commissions and/or special coupons). We also offer an annual incentive for consignors. Once you reach sales of $4,999 per year, your rate increases to 70% from the one year anniversary of your first sale.
What happens if I consign items and then request them to be sent back to me?
You can request your items back at any time.
When we accept your items for consignment, the Consignment Period is 180 days. We incur costs to catalog and photograph your items. If you request that we return your items after the end of the 180 day Consignment Period, we will send these back to you free of charge. If you request that we return your items prior to the end of the 180 day Consignment Period, there will be a fee of $15 per item to cover our costs, and return shipping is at your expense.
How can I see my sales as a consignor?
All consignor sales will be visible online in your profile under My Sales.
When my item sells, when do I get paid?
The RealReal issues checks on the 15th day of every month for a sale period beginning on the 1st day of the previous month to the last day of the previous month. For example, checks issued on April 15th would cover the sale period from March 1st to March 31st.
When will you have PayPal?
Our customers will be able to use PayPal in the near future.
When will you ship internationally?
We currently ship to Canada. Please see our Shipping Rates Page for rate information. We will ship to other international destinations in the near future.
When do you package & deliver?
Orders received before 3pm PST are shipped the same day, Monday-Friday from our warehouse is Northern California. Orders placed on weekends are shipped the following Monday. Orders shipped within the continental U.S. are shipped via UPS Ground and should arrive within 2-7 business days. Orders shipped to Alaska and Hawaii are shipped UPS and should arrive within 4-10 business days. Orders shipped to Canada are shipped USPS and should arrive within 7-10 business days.
Still have questions?
You can call toll-free at: (855) 435-5893 (9am-5pm PT) or email us: customerservice@TheRealReal.com