Frequently Asked Questions - Buyers

Purchasing Return Guarantee allows you the option to return final sale items within 7 days of delivery, through our partner, XCover. Returned items are shipped directly to our partner XCover.

What am I covered for with XCover Return Guarantee?
If you have purchased Return Guarantee, you are eligible for a full refund of the item value (including sales tax; excluding original shipping cost and Return Guarantee cost) within 7 days of delivery of your item. Returned items must be unused and in the same condition as purchased.

With Return Guarantee, you can return your item for any reason, including the below:

• You change your mind
• The item doesn’t fit as you had intended
• You simply don’t like the item

What’s not covered?
If you purchased Return Guarantee, you may not be covered:

• If you do not make a claim for your return within 7 days of delivery
• If XCover does not receive your return within 7 days of providing the return shipping label
• If the item is in a different condition than it was purchased

See the terms and conditions for further details.

How does the return process work?

Start your claim: To begin the return process, you will need to login to your XCover account, select the item you would like to return and then select ‘Make a Claim’. You will need to input the reason for your return and submit a photo of your item.

Your claim is assessed: After you submit your claim, it is reviewed by the XCover team and a shipping label is sent to you upon approval. This portion of the process typically takes 1-3 business days.

Receive your shipping label: You will have 3 days to ship your item to our return partner, XCover, using the shipping label provided. Items must be received by XCover within 7 days of receiving the shipping label or the claim may be denied.

After you ship your item: Once your item is received by XCover, they will inspect your item in person to ensure it is in the same condition as when it was purchased. This portion of the process typically takes 5-7 business days after your item is received.

Receive your refund: Upon approval, your claim will be finalized and you will receive a claim payout from XCover reimbursing you for your item. Your refund will be issued as a direct deposit to your bank account upon entering your details securely via the XCover portal.

Similar to a standard return process, claims are only denied when returns are not made within the designated time period or items are not received in the condition that they were purchased in.
You can also follow the steps in this helpful article to initiate your return.

How do I file a claim and initiate my return?
When you're ready to submit your claim and initiate your return, log in to your XCover Account, select the item you would like to return and then select ‘Make a Claim’. See the above section “How does the return process work?” for more details.

Where can I see my claim progress?
To check the progress of your claim status and view a complete history of emails from the XCover Claims Team, simply visit the XCover Claims Centre. You can also log in to your XCover Account and navigate to ‘Your Claim’.

How do I access my policy documents?
After purchasing XCover Protection, you will receive a confirmation email, and you will need to click the link to activate your account on XCover.com. The email confirmation is typically sent immediately, however, it might take between an hour and a day to receive your email.
Your policy information will be accessible in your XCover account. To protect your privacy, your XCover documents are not sent via mail.

Need help? If you can’t find any emails from XCover, this article contains instructions on how to solve related issues.

How do I log in to my XCover Account?
An account is automatically created for you when you purchase XCover Protection.
When you first visit XCover.com you will need to activate your account. This is an important step to make any future claim submissions hassle-free. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.
If you’ve already activated your account, simply log in using the email address you provided when completing the initial sign-up process to access your documents or make a claim.

How do I make a change, cancel or get a refund for my XCover Protection?
If you purchased Return Guarantee you can cancel before the associated product has shipped. Contact The RealReal customer service to cancel your order, and you will be refunded. After your product has shipped, Return Guarantee cannot be canceled.

How do I contact XCover?
If you have a general inquiry about your XCover Protection, most questions are answered in our Help Center. If you would like to know more about what’s covered by your XCover Protection, you can view your wording in your XCover Account.

All XCover customer inquiries are evaluated by email. You can reply to any XCover emails for a speedy response.

With Return Guarantee you can buy with peace of mind knowing you’ll have the ability to return final sale items within 7 days after delivery, through our partner, XCover. Returned items are shipped directly to our partner XCover. Learn how Return Guarantee works here. 

Product Protection is a warranty policy, with which you’ll be covered if something goes wrong after you buy your item, such as accidental damage, defects in workmanship, and more. Learn how Product Protection works and what is covered here. 

XCover’s protection plans are simple and hassle-free with instant payment of approved claims and their friendly support team can help you with any question.

Product Protection is a warranty policy, with which you’ll be covered if something goes wrong after you buy your item, such as accidental damage, defects in workmanship, and more.

What am I covered for with XCover Product Protection?
If you purchased Product Protection, you may be covered:

• For accidental damages, such as a cracked watch crystal.
• For defects in workmanship or mechanical failure.
• For loss or theft, depending on your country and protection terms.

For specific details about your protection, please log into your XCover Account to see what’s covered or access your plan wording for full terms and conditions.

What’s not covered?

If you purchased Product Protection, you may not be covered:

• For pre-existing damage that occurred prior to the effective date.
• For theft of misplacement (i.e. losing your item).
• For repairs covered by the manufacturer’s warranty.
• For fire damage.
• For any components that are designed for routine replacement such as batteries.
• If you do not provide documents requested by the XCover Claims Team.
• If you use the item in a manner other than that intended by the manufacturer or seller, or you breach their terms of use or usage guidelines.

For specific details about your protection, please log into your XCover Account to see what’s not covered.

How does repair and reimbursement work for XCover Product Protection?
Once your repair request is approved, we’ll send you an email with instructions on what to do next depending on your repair type.

For on-site repairs, our partner will contact you to arrange for a technician to repair your item on-site at your residence.

For depot repairs, our partner will contact you to arrange the shipment of your item to their facility to be repaired. Once your item is repaired, our partner will arrange for your item to be shipped back to you as well.

The repair costs will be covered by your protection up to the amount stated in your certificate, which can be found in your XCover Account.

If your item is beyond repair, depending on your protection terms, you may be eligible for a replacement or refund. Please check your wording and certificate in your XCover Account to see more details about your XCover Protection.

How do I access my policy documents?
After purchasing XCover Protection, you will receive a confirmation email, and you will need to click the link to activate your account on XCover.com. The email confirmation is typically sent immediately, however, it might take between an hour and a day to receive your email.
Your policy information will be accessible in your XCover account. To protect your privacy, your XCover documents are not sent via mail.

Need help? If you can’t find any emails from XCover, this article contains instructions on how to solve related issues.

How do I log in to my XCover Account?
An account is automatically created for you when you purchase XCover Protection.
When you first visit XCover.com you will need to activate your account. This is an important step to make any future claim submissions hassle-free. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.
If you’ve already activated your account, simply log in using the email address you provided when completing the initial sign-up process to access your documents, make changes to your protection, or make a claim.

When does my XCover Protection start and end?

If you purchased Product Protection, your coverage starts on the day of purchase and covers you for the period you selected during the purchase process. This is either two or three years following your protection purchase. You can find more information on your protection type and start and end dates in the certificate in your XCover Account.

How do I make a change, cancel or get a refund for my XCover Protection?
If you purchased Product Protection, you can cancel anytime. If you want to cancel before your product has shipped, contact The RealReal customer service and receive the refund through The RealReal. If you want to cancel after your product has shipped, log into your XCover Account and click ‘Cancel/Modify’ on the protection you’d like to make changes to or cancel to see what options are available. If you cancel within 30 days of purchase you are eligible for a full refund. After 30 days, you are eligible for a partial refund.

How do I contact XCover?
If you have a general inquiry about your XCover Protection, most questions are answered in our Help Center. If you would like to know more about what’s covered by your XCover Protection, you can view your wording in your XCover Account.

All XCover customer inquiries are evaluated by email. You can reply to any XCover emails for a speedy response.

Items received after 21 days of in-store purchase or original shipment date, or with the security tag missing or removed, are not eligible for return. The following items are not eligible for return: handbags, swimwear, luggage, beauty, items sold at 40% or more off the original list price, items listed in As Is condition and all final sale items. 

If you have questions regarding order return eligibility or need help regarding an item you purchased, please contact us by texting the word SUPPORT to 50347.

The RealReal has a fiduciary responsibility and is obligated by law to collect sales tax on orders shipped to all jurisdictions that charge sales tax.

The RealReal has teamed up with designers across the fashion industry to support Fashion Girls for Humanity’s Gowns For Good Made in America initiative to provide PPE to frontline medical workers. A portion of The RealReal’s proceeds will be donated to Gowns For Good Made in America. All money donated will go towards the purchase of gowns made by small businesses in the fashion and garment industries in the US that have pivoted their factories to produce gowns for front-liners. The gowns will be distributed to the hospitals with the most need nationwide. For every $25 donated, one gown will be donated to a frontline medical worker. Shop the masks here.

You will receive an email notification including tracking information when your package has shipped. Orders placed after 12:00pm PT (3:00pm ET) will ship the next day. Unless otherwise indicated, all orders ship through UPS Ground and are expected to be delivered within 3-5 business days after the initial processing time. Please be aware that orders with multiple items may ship separately. In these cases, you will receive email notifications and tracking information for each shipment.

You can view the status of your order, obtain tracking information, and sign up for SMS notifications about your order in the My Purchases section under My Account. 

If you have any questions, please feel free to reach out to our customer service team by texting TRR to 50347.

To return eligible items, you must request a Return Merchandise Authorization Number (RMA) within 14 days of in-store purchase or original shipment date, and return the item(s) within 21 days of in-store purchase or original shipment date. Handbags, swimwear, luggage, beauty, and items sold at 40% or more are FINAL SALE and no returns will be accepted. All returns made in store are subject to a $6.95 restocking fee, unless made while also making an in-store purchase.

To send a return, follow these steps (for international or Home/Art returns see below):

-Make sure your returned items meet the conditions of our Return Policy.

-Pack your return in a sturdy box with adequate padding to protect the item(s).

-Fill out the return portion of the Packing Slip enclosed with your order – be sure to include your RMA (Return Merchandise Authorization) number, name, and signature.

-Place the completed Packing Slip inside the package with your returned item.

-Affix the return address label (provided with your order) to the outside of your package. If you have misplaced your return address label, you can download and print a new one from the email you received with the subject line "RMA from TheRealReal for Order #".

-Write the RMA number on the label or box.

-A prepaid shipping label is included with U.S. orders. If you choose to use this, $12.95 will be deducted from your refund amount. Or, you can take your return package to the shipping carrier of your choice.

-We recommend a return shipping method that allows you to track the package to make sure it reaches us. Because we cannot assume responsibility for packages lost or damaged in transit, we recommend you insure your package. Postage and insurance costs, as well as original shipping charges, are not refundable.

Ship Returns To:

The RealReal
Attention: Customer Returns
35 Enterprise Ave., Suite C
Secaucus, NJ 07094

International Returns: Customers are responsible for returning items. We do not provide an international shipping label for returns. However, if an item was received damaged or not as described, please contact customerservice@therealreal.com.

Home & Art Returns: Contact customerservice@therealreal.com to create an RMA or receive assistance in setting up a return.

To request a return on a desktop/laptop computer:
Visit My Purchases by clicking on the person icon at the top right-hand corner of therealreal.com. Click My Purchases, then click the order number for the item you want to return and click "Request RMA" on the right side of the page.

To request a return on mobile:
Visit My Purchases by clicking on the three-line menu icon on the top left-hand corner of the screen. Click My Purchases, then click the order number for the item you want to return and click “Request RMA” on the right side of the page.

To request an RMA, visit the My Purchases section of your account on The RealReal. If you need assistance, please text TRR to 50347.

Your store credits will be issued in USD. However, if you choose to purchase your order in an International currency and would like to use your site credit, we will convert your USD store credit to the currency you choose, applying that day’s exchange rate.

Promotional store credits issued through a marketing promotion will expire in 60 days or less. Site credits issued as a form of refund do not expire, unless they were originally issued as a promotional credit with expiration.

All orders shipped outside of the United States are Delivery Duty Unpaid. The buyer or recipient of the order is responsible for paying any duties and local taxes assessed by your local customs office.

When your package arrives at your local shipping facility, they will send you an email indicating how much you owe for duties (if applicable). Payment is normally made online via credit/debit card. Your shipment is normally delivered one to two days after duties are paid.

While we cannot accept bids, you can add the item to your Obsessions page and we will send you an email when this item is marked down.

Some of our most coveted items are not eligible for discounts based on current market value and demand. Items that do not qualify for discounts will have the phrase “Coupons and discounts are not available for this product” on their unique product pages. Only one promotional code can be used per order, and promotional discount codes cannot be combined with markdown items.

If your item is approved for a return, we will issue you an RMA (Return Merchandise Authorization) number. When our authentication center receives your return, we will authorize a refund in the amount you paid, in the currency you paid, to the credit card or PayPal account you used. We cannot refund you in a different currency than the one you used to pay. We do not refund any fees or exchange rate changes charged by your bank.

Any duties or taxes paid for your shipment must be recouped through your local customs office. The RealReal does not collect international import duties or taxes so we are not able to refund them.

To return eligible items, you must request a Return Merchandise Authorization Number (RMA) within 14 days of in-store purchase or original shipment date, and return the item(s) within 21 days of in-store purchase or original shipment date. Handbags, swimwear, luggage, beauty, items sold at 40% off or more and items listed in As Is condition are FINAL SALE. Returns may be accepted if, after review by TRR Customer Service, the item is identified to have been incorrectly described by The RealReal. For online returns, you will receive a prepaid shipping label which you can use, if you choose, for a fee of $14.95. In-store returns are subject to a $6.95 restocking fee, unless made while also making an in-store purchase.

If you have questions regarding order return eligibility, please contact us by texting the word SUPPORT to 50347. To see our complete return policy, click here.

ITEMS NOT ELIGIBLE FOR RETURN
Items received after 21 days of in-store purchase or original shipment date, or with the security tag missing or removed, are not eligible for return. The following items are not eligible for return: handbags, swimwear, luggage, beauty, items sold at 40% or more off the original list price, items listed in As Is condition and all final sale items.

All items returned to TRR must include any collateral shown in the Product Description Page.

RETURN GUARANTEE
Purchasing Return Guarantee allows customers the option to return products that are otherwise final sale. Return Guarantee is available for bags only at this time. Swimwear, beauty, items sold at 40% or more off the original list price and all other final sale items are ineligible for the Return Guarantee service and may not be returned. Click here to learn more about Return Guarantee.

When shipping internationally, we must comply with UPS shipping regulations and the regulations of the destination country. Some items may be restricted based on your address and you will be notified prior to purchase. For more information please visit UPS for country and territory regulations here.

Updates can be made to your account address book. However, once an order has shipped, you are unable to change the shipping address on the order. If you have any questions or concerns, please contact our support team by texting TRR to 50347 or email us at customerservice@therealreal.com.

The RealReal requires a signature for orders with any item over $5,000. UPS will need to obtain a signature from an adult 21 or older. You may contact UPS to create a ‘My Choice’ account to personalize some of your shipping preferences, including redirecting shipments to a UPS customer center. 

Yes, you can purchase a gift card in the amount of your choice here. Gift Cards can be printed out or delivered directly to recipients by email. Please keep in mind that only USD is accepted for gift cards at this time.

We allow you to hold items in your cart for 20 minutes so you can consider your purchase and continue shopping. We aim to allow all shoppers the chance to buy their favorite items, and because there is only one of each item on The RealReal, we cannot allow items to be held indefinitely. To bookmark items you are interested in purchasing, you can add them to your personal Obsessions board by clicking the heart icon next to the item.

Affirm is a financing alternative to credit cards and other credit payment products available to shoppers in the United States. Affirm offers loan decisions in real time, allowing you to buy now and pay over time.

To use Affirm, shop The RealReal and select Affirm at checkout. Affirm will prompt you to enter a few pieces of information: your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent, otherwise you may experience difficulty with your checkout.

To ensure that you’re the person making the purchase, Affirm will send a text message to your mobile phone with a unique authorization code. Enter the authorization code into the application form. Within a few seconds, Affirm will notify you of the loan amount you’re approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over three, six, or twelve months. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest you’ll pay over the course of the loan. If you would like to accept Affirm’s financing offer, click Confirm Loan and you’re done.

For questions or disputes about your Affirm loan, please contact Affirm by visiting https://www.affirm.com/help.

 For more information, and FAQs, click here.

You’ll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we finish processing your order.

Payments on your Affirm loan are made directly to Affirm. Before each payment is due, Affirm will send you reminders via email and SMS that will include the installment amount that is due and the due date. You can also sign up for autopay so you don’t risk missing a payment.

Please follow these steps to make a payment:

• Go to www.affirm.com/account
• Enter your mobile number where you will be sent a personalized security pin.
• Enter this security pin into the form on the next page and click Sign In.
• You’ll now see a list of your loans and payments due. Click on the loan payment you would like to make.
• You can make a payment using a debit card or ACH bank transfer.

If you pay with Affirm and then cancel your order or return your items, a refund will be posted to your Affirm account once your return is processed. In the event that you return only part of your order, the amount of the merchandise that you returned and applicable taxes and fees will be refunded to your Affirm account, and you will be responsible for paying off the remainder of your Affirm loan. If you have already made loan payments or a down payment, Affirm will issue you a refund credit to the bank account or debit card that you used to make the payments. You should see a refund credit within 3-10 business days, depending on your bank’s processing time. Please note that orders paid for using Affirm cannot be refunded in site credit.

If an item you love has sold, click Add To My Waitlist under the Sold button to receive notifications if that item is back in stock. To stop receiving Wait List notifications, go to My Account and click My Wait List to remove the item.

During checkout, enter your code into the promo/gift card box and click Apply. Your discount on qualified items will be reflected in your order total. Art and certain high value items (e.g., most items from brands like Chanel and Louis Vuitton, fine jewelry and watches) are excluded from discounts and promotional codes. Items that do not qualify for discounts will have the phrase “Coupons and discounts are not available for this product” on their unique product pages. Only one promotional code can be used per order, and promotional discount codes cannot be combined with markdown items.

We accept the following forms of payment:

Visa

American Express

MasterCard

Discover

PayPal

Affirm

Venmo

Many of our items come with original tags, boxes, dust bags and authenticity cards. While many other items do not with the original collateral, they have undergone a rigurous authentication process. When available, the original packaging will be mentioned in the item description.

Site credit may be issued for promotional purposes and occasionally for refunds. Promotional site credits are issued with a specific validity period, ranging from a few days up to 60 days, unless otherwise indicated. All site credits are issued in USD. Credits may be applied in either USD or converted into one of the six international currencies we accept.

Refunds that are issued in the form of site credit have no expiration date, unless the credit was original from a promotion with a fixed validity period. If you have site credit available, it will automatically be applied during the checkout process for your next purchase and visible to you when logged in to your TRR account.

Unfortunately, all items purchased as part of our Real Big Sale are FINAL SALE, and no returns will be accepted.

You can now shop in the following currencies: euro, British pound, Canadian dollar, Australian dollar, Hong Kong dollar and Japanese yen.  

We continue to accept payment with Visa, MasterCard, American Express, JCB, and PayPal.

Due to electronic customs filing requirements, we do not ship certain items to Bulgaria. We apologize for the inconvenience.

At this time, all gift cards can only be purchased in USD.

At this time, Affirm is available only to shoppers residing in the United States. Affirm hopes to expand its services to customers outside the U.S. in the future.

Please contact Affirm by emailing help@affirm.com or by calling (855) 423-3729 for assistance with denials.

You may also visit https://www.affirm.com/help.

A refund will post to your Affirm account once we process your returns. In the event that you return only part of your order, the amount of the merchandise that you returned and applicable taxes and fees will be refunded to your Affirm account, and you will be responsible for paying off the remainder of your Affirm loan. If you have already made loan payments or a down payment, Affirm will issue you a refund credit to the bank account or debit card that you used to make the payments. You should see a refund credit within 3-10 business days, depending on your bank’s processing time. Please note that orders paid for using Affirm cannot be refunded in site credit.

Here are the steps in the Affirm loan application process:

• Select Pay with Affirm at checkout.
• Affirm will prompt you to enter a few pieces of information – your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent, otherwise you may experience difficulty with your checkout.
• To ensure that you’re the person making the purchase, Affirm will send a text message to your mobile phone with a unique authorization code.
• Enter the authorization code into the application form. Within a few seconds, Affirm will notify you of the loan amount you’re approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over three, six, or twelve months. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest you’ll pay over the course of the loan.
• If you would like to accept Affirm’s financing offer, click Confirm Loan and you’re done.   
• Going forward, you’ll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we the merchant complete processing your order.

Feeds is a feature that allows you to curate your own personalized sales from items currently available on The RealReal. You can filter by size, designer and item type, making it easier than ever to find exactly what you’re looking for on The RealReal.

When viewing the items in your Bag, tap the X to the right of the item to remove it or swipe left on the item that you’d like to remove and tap Delete.

Unlike traditional retailers, we are a resale marketplace, which means each item on our site is unique. When we receive an item, it is sent to the closest of our authentication centers, and it is sent out from that same location when it is purchased. If all items in an order are at the same location, we will include them all in one package. However, if items in an order are at different locations, they will be sent in separate packages. We may also send orders in multiple shipments based on the number of items purchased. We continue to work towards using increasingly sustainable packaging and shipping more efficiently from multiple locations.

We encourage the reuse and recycling of our packaging. It’s great for sending in your next consignment! If you are ready to recycle, please consult our guide below as well as your local guidelines:

• Boxes: 100% recyclable #5
• Polybags: 100% recyclable #4 
• Dust bags: 100% recyclable #5 — Please note that the string is not recyclable and must be removed before recycling. Dust bags can also be reused to organize and store your clothes or shoes for travel and more.

If you ever have questions about the authenticity of anything you buy from The RealReal, please text us at 50347 or email us at customerservice@therealreal.com. We may provide additional information regarding the item's authenticity or have you send the item back to our Authentication center to be re-authenticated. In cases of re-authentication, we will contact you to review the results upon completion.

*Brands sold on or through The RealReal (i) are not involved in the authentication of their products being sold through The RealReal and (ii) do not assume responsibility for any products purchased through The RealReal’s platform. Brands sold on or through The RealReal are not partners or affiliates of The RealReal in any manner.

First Look Membership:

For $12 per month, First Look members get 24-hour advance access to sales and special invitations to monthly promotions via email notifications. To sign up, click here. You will be billed immediately for your first month of First Look membership. Your billing cycle will start on the first day of membership and your credit card will be automatically billed each month.

First Look Platinum Membership:

For $49.95 per month, First Look Platinum members enjoy the same benefits as First Look members as well as unlimited free upgrades to 2-Day shipping. To sign up, click here. You will be billed immediately for your first month of First Look Platinum membership. Your billing cycle will start on the first day of membership and your credit card will be automatically billed each month.

Fashion items, fine jewelry and watches shipped to an address in the continental United States qualify for upgraded shipping. Shipments to Alaska and Hawaii require an additional $5 fee. Art orders and shipments to international addresses do not qualify for shipping upgrades. Some items require special handling and will not qualify for 2-Day shipping. If an item requires special handling, it will be noted on the item’s product page. Please see therealreal.com/shipping for more information on our shipping policies and prices.

Orders including high value items can require up to 2 additional processing days. A customer service representative will contact you promptly if your order requires additional processing time.

If your order contains qualifying and non-qualifying items, we will send both items.

When you order a qualifying item, we will charge you the rate for Ground shipping and will give you the option to upgrade to Express shipping at no additional charge. If you are shipping to Alaska or Hawaii, you will be charged an additional $5 fee for Express shipping.

Art and shipments to international locations do not qualify for shipping upgrades. Please click here to find more information on our shipping rates.

To unsubscribe from First Look, log in to your account, select Account Info, and manage your subscription in the  First Look Membership section.