Frequently Asked Questions

We've rounded up some questions that other sellers have asked

Most Common Questions

How it Works

Item Eligibility FAQs

Getting Your Items To Us FAQs

Listings FAQs

Payment FAQs

Most Common Questions

Who is this service for?

This service is for anyone who has good quality fashion items to sell online - we've worked with celebrities, businesses, fashion designers, journalists and people from all walks of life -- all that we ask are that your items are in good condition and saleable for over £25. Drop us a note if you aren't sure if your item will sell.

How does it work?

ReThread has teamed up with StuffUSell to power its selling service. Our combined online resale platform has 14 years experience, and has sold over £15m of preloved items on behalf of customers. The service is super simple - just use our free courier labels to send us your items and we'll do the rest. We'll even send you bags if you need them. We will assess your items, determine the listing price, preparing listing description and details for you including taking nice pictures and arrange for delivery of the items to buyers once a purchase is made - all hassle free for you.

Is there a fee?

See our 'Fees' page for full details. The following fees apply for services provided by ReThread:

Commission charges for sold items

Based on the final sale price -- 65% of the first £50 and then 25% on the rest

Transaction Fees (included eBay, Paypal, promotion fees and VAT)

£1.67 + 18.35%

Withdrawal fees

£5 per item. If you ask us to stop offering an unsold item and return it, we charge a withdrawal fee of £5 (inclusive of postage) to cover our work. Withdrawal will only be possible if no sales has yet been agreed with a buyer.

How do I send items to ReThread?

We offer free courier labels to send your item in from local parcel shops all over the UK - we'll even send you some bags if you need them. You must have acceptable items (see 'Item Eligibility'). Your account starts off with labels for upto 5 packages, each with a maximum weight of 10kg, maximum size 60cm x 50cm x 50cm. You can have more if you need them.
Send In. If you prefer to send the items in yourself, then you may do this at your own expense. You will find the appropriate address label in your account area.

How it Works

How does ReThread's selling service work?

ReThread has teamed up with StuffuSell to power its selling service. Our combined online resale platform has sold over £15m of preloved items on behalf of customers. With over 14 years experience, we know what to do to get the best possible price for every item we sell.

If you don't have time to create professional-quality listings and handle buyers yourself, just put your stuff in a box and let us do the hard work for you.

We want to make decluttering and rehoming as easy as possible so we lend you bags, ship your stuff to our warehouse for free, photograph and describe items to a high standard, use proven listing strategies, deal with buyer questions and disputes, absorb fraud risk, pack up your sold items and send them to their new homes anywhere in the world.

How much does it cost?

With over 14 years of online selling experience, we know what to do to get the best possible price for every item we sell. We put a lot of time and attention into getting our job right and we get paid when you do: we charge a commission based on the final selling price, plus an amount for transaction fees incurred (for example PayPal fees and eBay marketplace fees).

Our eBay account has almost 250k positive reviews and, as an established large seller, we are far less likely than individual sellers to be a target for fraudsters. If anything goes wrong, we take the hit.

For a complete breakdown, see our Fees page.

What sort of fashion can you sell?

We pride ourselves on being able to sell almost any fashion item likely to be worth over £25. That means we accept almost any brand from good quality high street all the way up to designer. Items have to be in good used condition or new.

To qualify for our free courier service your packed items must be no bigger than 60x50x50cm and no heavier than 10kg.

We can't sell anything eBay won't sell or anything our carrier won't carry. See our Item Guidelines for information about what we do and don't sell.

If in doubt about whether the carrier can safely carry an item, please email us to ask before sending. If it is safe to send but you're unsure whether we will sell it, simply send it to us using a free courier label. If we reject the item for sale we'll send it back to you for free - or you can ask us to dispose of it.

How do listings work?

How we list an item depends a lot on what it is, but, generally speaking, here's what we do:

Photograph and describe the item to a professional standard. Quality listings achieve better prices so we take time getting this step right.
Estimate its value and list it at a fairly high price. If it doesn't sell immediately we repeatedly relist the item, using our repricing algorithm to change the price up and down until it sells.
We also use promotions and other campaigns to drive sales
Once the item sells we process payment, pack it up and ship it to anywhere in the world (or process and relist it if the buyer returns it). All the while we watch out for scams and absorb the risks of online selling so you don't have to. If it looks like the item won't sell we may offer to buy it from you and waive the fees.

You will find links to your listings in Your Account.

You can change your mind - "withdraw your item" - at any time (provided it hasn't been sold) via Your Account. We'll send the item back to you for a fee of £5 to cover postage and the work we've done listing it.

For everything you need to know about how listings work and how to track your listings, see Listings FAQs.

When and how do I get paid?

When an item sells we add the amount (post fees) to your account balance. Then, when the buyer returns window closes (a minimum of 30 days after the buyer receives the item), we consider that portion of your balance "cleared".

You can request payment at the end once your consignment has cleared on - or an interim basis whenever you have a cleared balance over £50. Payments are issued by bank transfer or cheque on request - see the Payment FAQs for details.

How does ReThread protect its customers?

ReThread's selling service is powered by Stuff U Sell, who protect you from the risks and hidden costs of online selling by:

Using our established seller account, which is well trusted with 200k+ positive reviews.
Processing payments on your behalf.
Storing your items safely at our warehouse and insuring them for their estimated (or sold) value.
Packing your items and shipping them to anywhere in the world. If they get lost in the post on the way to the buyer we will take the hit.
Absorbing the costs and inconvenience of fraudulent activity.

Just put your stuff in a box and let us do the hard work for you.

Item Eligibility FAQs

Can you sell my...?

Most likely, yes. We pride ourselves on our ability to sell most things. Have a look at our eBay shop to see what we're selling at the moment.

Our item guidelines should tell you what you need to know, but here are a few notes about exceptions:

To qualify for our free courier service your packaged items must be no bigger than 60x50x50cm, no heavier than 10kg and unlikely to break in transit. We often sell larger and/or delicate items, but please contact us for advice before sending them in.
We don't bundle items such as clothes together to make the £25 minimum item value; each individual item should be likely to make at least £25.
If you have a very large number of eligible items to sell or a commercial enquiry, contact us for advice.
We don't sell furniture and we don't sell fake goods.

If in doubt send the item to us using a free courier label (provided it is safe to do so) or contact us. If we reject the item for sale then we'll send it back to you for free - or you can ask us to dispose of it.

How do I know if my item will make £25?

We understand it's difficult to predict the future value of your stuff, but you could try looking up similar items that have recently sold on eBay, taking condition into account.

If you haven't got time for that, send the item to us using a free courier label. If we reject the item for sale then we'll send it back to you for free - or you can ask us to dispose of it.

What if an item doesn't make £25?

We do our best to list all items, but we may choose to reject low value items and send them back to you for free - or you can ask us to dispose of them.

If an item we accept makes a final price of less than £25 we will continue the sale, send the item to your buyer and charge your account with the appropriate fees.

What if I send you something you can't sell?

We try to accept and sell as much as possible, but if you send us something we don't think we can sell for any reason, we'll send it back to you for free - or you can ask us to dispose of it.

Getting Your Items To Us FAQs

How do I get my items to you?

Get your stuff to us in 3 simple steps:

Decide what you want to sell.
Put it in a bag.
Wave it goodbye at a Collect+ drop off point.

Have you received my items?

It takes around five days for your items to reach us from the the Collect+ drop off point. Your Collect+ receipt has a tracking code that you can use to track your packages on their journey.

Once we receive your items we'll send you an email to let you know they've made it. Over the following couple of weeks we will assess them for suitability then list them for sale.

Do I need to let you know what I have sent to you?

We want to make it as easy as possible to sell with us, so we're happy for you to send us your items and let us sort them and list them for sale.

However, you might prefer to tell us what you have sent or give us information about a specific item's provenance or starting price. If you want to, you can do this in Your Account.

Are my items insured?

We take as good care of your items as we can, and this includes insurance at each stage of their journey through the selling process.

If you use our free courier service each package is insured for £50. If you would like to arrange further insurance of use a different courier that's fine. Please contact us for advice.
Once they reach our warehouse your items are insured for their estimated value.
Once they are sold they are insured for their sold value.

How do I use your free courier service?

Our free courier service is provided by Collect+. To use the service:

Pack your items into bags no bigger than 60x50x50cm and no heavier than 10kg. You can order bags from us in Your Account.
Print off courier labels in Your Account and attach one to each package.
Take them to your nearest Collect+ drop off point.

We often sell larger and/or delicate items, but we ask you to cover the cost of getting them to us in a way that guarantees their safety. Please contact us for advice.

Can I order more bags?

If you need more than the maximum number of bags offered in Your Account, do get in touch and we'll be happy to oblige.

My Collect+ label was rejected

Each Collect+ label has a unique identification number and can only be used once. Labels will be rejected at the drop off point if the same one has already been used to send a package.

If you don't think that's the problem, let us know so we can look into it for you. We're always happy to help but it may be quicker (and save you a wasted journey) if you call Collect+ customer services on (01923) 601616 from the drop off point to ask them to double check the rejected label for you.

My package was rejected at the drop off point

Packages can sometimes be rejected at a Collect+ drop off point because they look too big to be eligible for the Collect+ service. Rest assured our boxes are within Collect+ guidelines (60x50x50cm) and will be accepted by the Collect+ driver.

If the collection point won't accept your items even after you explain they are within size limits, we're happy to help, although it may be quicker (and save you a wasted journey) if you call Collect+ customer services on (01923) 601616 from the drop off point.

Can I track my Collect+ delivery?

Yes. It takes around five days for your items to reach us from the the Collect+ drop off point. Your Collect+ receipt has a tracking code that you can use to track your packages on their journey.

Once we receive your items we'll send you an email to let you know they've made it.

Can I use a different delivery method?

Yes you can. Our address is:
GU.1.20 Grand Union Studios
332 Ladbroke Grove
London
W10 5AD

Before arranging delivery, please contact us to let us know what's coming and when.

Please note that we can't send any rejected items back for free if they are over 20kg.

My package got lost on its way to you

We're sorry to hear this. Each package is insured for a maximum of £50. Please contact us and we will arrange an insurance claim with Collect+ on your behalf.

I don't need the bags I ordered

Please keep them until you do!

Listings FAQs

Where can I find my listings?

To find your listings on eBay, go to Your Account and select an order with live listings. On the order page you should see a list of links next to each item. Click the most recent to view the item's listing.

I need to correct a listing/have a problem with a listing.

Contact us with the details you want to change or add and we'll do our best to help. Please include the item number (available from Your Account) or a link to the listing to allow us to help as quickly as possible.

Can I set a minimum price?

Unfortunately you can't set a minimum selling price (a "reserve") - we list each item and try to get the highest price we can.

If you are concerned about not getting a high enough price, keep an eye on your listings. We are happy to adjust prices every now and again during the process and you can change your mind - "withdraw your item" - at any time (provided it hasn't been sold) via Your Account. We'll send the item back to you for a fee of £5 to cover postage and the work we've done listing it.

Can I take a listing down and get the item back?

How long do you list items for?

There are no hard and fast rules about the duration of listings. Our strategy is to repeatedly relist items, using our repricing algorithm to change the price up and down, until they sell. If you item does not sell at auction for 99p, then we may choose to buy it for this amount and dispose of it to clear valueless items out of the process.

There is no storage charge or listing fee or any other cost to you for any listing in which the item isn't sold.

What if my item doesn't sell?

If your item doesn't sell in its first listing, we repeatedly relist it, using our repricing algorithm to change the price up and down until it sells. If you item does not sell at auction for 99p, then we may choose to buy it for this amount and dispose of it to clear valueless items out of the process.

Do you set a minimum price?

If your item doesn't sell in the first listing, we repeatedly relist it, using our repricing algorithm to change the price up and down until it sells. If it looks like the item will never be sold we may offer to buy it from you and waive the fees.

What if the buyer changes their mind?

To comply with the law and with eBay policy, we allow buyers to change their mind about their purchase at any time within at least 30 days of receiving it. For this reason we hold back funds until the returns window has closed.

If the buyer changes their mind we will refund our commission but you still pay the transaction fees. We wait for the buyer to send it back to us then we relist it.

Payment FAQs

How soon after the listing ends will I receive payment?

When an item sells we add the amount (post fees) to your account balance. Then, when the returns window has closed (at least 30 days after the buyer receives the item), we consider that portion of your balance "cleared".

You can request payment at the end of your batch once everything has cleared or on an interim basis whenever your cleared balance is over £50. Payments are issued on request to the BACS details in Your Account.

Why does my available balance say zero when my items have been sold?

When an item sells we add the amount (post fees) to your account balance. Then, when the buyer returns window closes, we consider that portion of your balance "cleared". Your cleared balance is zero until the returns window closes for the first item.

For example, if two of your items sold two weeks ago, the buyer returns window will still be open and your cleared balance will be zero. As soon as the buyer returns window closes, your cleared balance will reflect the funds you can withdraw. The clearing date for each transaction is displayed in Your Account.

Can you transfer my balance to my bank account?

Yes. We prefer to pay by BACS as it is faster and more secure than cheque payments. Please update your BACS details in Your Account (click your name in top right corner for details) before requesting payment.

How do you pay?

We pay by bank transfer to the details registered with us -- please complete your details before rquesting payment by clicking your name on top of portal page to access the details section.

My payment is lower than it should be

If you have any queries about your payment, check our fees page, then please contact us and we'll be happy to look into it.

My payment hasn't arrived

Bank transfers for small amounts should clear immediately. Larger amounts may take upto 3 working days.

If your payment is showing on your account as issued but has not arrived within these timeframes, please contact us and we'll be happy to look into it.