Pre-Loved by Heart's Desire

Frequently Asked Questions

The Basics

: Signing up is quick and free. Click on the profile icon at the top of the page, then click on the button at the bottom of the form to create your account. We’ll send you an email to verify your email address. Click on the link in that email, and you’re good to go.
: Your contact information can be updated from the “profile” section of your account:

Sign into your account by clicking on profile icon at the top of the page

After you sign in, click on the profile icon again, and select “Profile” from the menu that appears

Update your contact information on this page, and click “Update”
: You can update your password from the “profile” section of your account:

Sign into your account by clicking on profile icon at the top of the page

After you sign in, click on the profile icon again, and select “Profile” from the menu that appears

Click on “Password” on the left side of the screen

Enter your existing password and your new one

Click “Update” to save your new password
: If you have any reason to believe that your account has been compromised, please contact us right away at support@theagain.co.
: You may close your account from the “profile” section of your account:

Sign into your account by clicking on profile icon at the top of the page

After you sign in, click on the profile icon again, and select “Profile” from the menu that appears

Click on “Close Account” on the left side of the screen

Confirm that you wish to close your account

Please note that you may have to take additional steps before you can close your account, which will be described when you try to close your account.
: If you have any questions that are not answered here, please email support@theagain.co.
: The Again Co. is our technology partner. They operates this website on our behalf and assist with supporting our customers. You can learn more about them at https://www.theagain.co.

For Sellers

: Apart from doing your part to keep clothes out of landfills as long as possible, there’s money to be made from reselling clothes - $500 billion to be exact. About 95% of the clothes that get thrown away can still be used, which means they can be resold. Reselling is a great way to put some of that money in your wallet while also helping the planet.
: We welcome anyone who owns our products to sell them here. However, for the time being you must also reside in the United States.
: You can list any of our products that are listed in our online catalog, which you will use when you create a listing. It is never permitted to list any item that is listed in our Prohibited Items List , which includes another company’s products.
: It’s free to list your items for sale. When you sell an item, a fee of $0.00 or 10% of the sale subtotal, whichever is greater, will be deducted from the total. Our fee covers the cost of handling the financial transaction for you (including paying credit card fees), insuring your shipment, managing sales taxes for you (where applicable), and helping to address customer questions relating to your sales.
: Though you may sell items in any usable condition, to ensure that your items sell quickly and that you get repeat buyers, we recommend that your items be in very good or nearly-new condition without any noticeable wear and tear, discoloration, or stains. In any event, always describe the condition of your item clearly and fully, including any stains, tears, or other damage to avoid the risk of your sales being rejected by buyers.
: Listing an item only takes a moment:

Click on the “Sell Now” button at the top of the page (sign in or create an account as needed)

Describe the item you’re selling and its condition, set your price price, then click “Next”

Upload at least three quality photos of your item and an optional video (most buyers make their decision based on photos and videos alone, so make them good!)

Click on “Post Listing”
: You set the sale price for your listings.
: Yes, you can edit or delete your listing any time before it is sold. The option to edit a listing is available in your account under “Sales”.
: Most buyers make their decision based on product photos alone. Photograph your item from multiple angles against a white or light background. Find the right light for your product. Experiment with taking photos outdoors, but also try indoor lighting. Take lots of pictures to provide a sense of your item from different angles. Remember, the goal is to give buyers a good sense of the quality and condition of the product, so the more quality photos you provide, the more likely your item will sell.
: Buyers pay the shipping and sales tax. We’ll add the shipping fee to the total purchase price automatically based on the buyer’s address. When we’re required to do so, we’ll do the same for sales taxes. Learn more about how sales taxes are managed.
: We may review listings from time-to-time to ensure that they comply with our listing rules. If we determine that a listing violates these rules, we’ll remove it. If you have a question about why your listing was delisted, please contact us.
: Congratulations! Here’s what happens next (we’ll send you all of this information in an email too):

Print out the prepaid shipping label that is attached to your confirmation email

Pack your item neatly and securely, and attach the label to your package

Drop off the package with the US Postal Service within 3 business days (i.e., Monday - Friday, excluding US holidays) of the order date (this is very important!)

We’ll send you updates as the package makes its way to your customer. Once delivered, your customer has two days to inspect the item and confirm that it matches the description in your listing. Once accepted, you get paid!
: Shipping is an important part of providing a good experience to your customer. Take the time to do it right. Make sure your item is clean and folded neatly. Including a thank you note is always a nice touch. Choose packaging that is clean and that protects your item. We recommend reusing existing shipping boxes whenever possible. Securely attach the shipping label to the box and drop it off at your local US Postal Service.
: Your shipment is automatically insured against loss or damage of up to $50. However, you must use the mailing label that we provide to be eligible to make a claim if your item is lost or damaged.
: You have 3 business days (i.e., Monday - Friday, excluding US holidays) to ship the item. If you fail to ship your item on time, your sale may be voided. Please ship your orders as quickly as possible.
: Yes, you can reprint the shipping label from your account:

Sign into your account by clicking on the profile icon at the top of the page

Once signed in, click on the profile icon again and select “Sales” from the menu

Click on “Sales” on the left side of the page

Find your order and click on the three dots icon

Select the option to reprint the shipping label from the menu
: If your item isn’t delivered within seven days of shipping, we will automatically void the sale and notify you that the item has been lost so you can file a claim with the US Postal Service.
: If the item is damaged during shipping, the buyer will reject the delivery. We will ask the buyer to ship the item back to you so that you can file a claim with the US Postal Service. As soon as the buyer ships the item, we’ll void the original sale.
: You will earn proceeds for your sale as soon your items are accepted. Your buyer has two days to accept the item once it is delivered. If the buyer does nothing before then, the item will be automatically accepted. We’ll send you an email as soon as your proceeds are available. You can also check the status of your sales any time in your account under “Sales”.
: A buyer may reject an item within two days of receipt. In order to reject the item, the buyer must provide a detailed explanation as to why the item is being rejected, including providing photos. We’ll share this information with you and ask that you respond to the claim. You must do so within two days. Once we have both sides of the story, we’ll make a final determination. If we decide in your favor, the sale remains in place and your proceeds will be added to your account balance. If we decide in the buyer’s favor, we’ll void the sale and require that the buyer return the item to you. The cost of shipping will be billed to you in that situation. If the buyer fails to ship the item within three days of our determination, we will reverse our decision and you will get paid. This process is outlined in greater detail in our Purchase Protection Program.
: You will find the option to redeem your proceeds in your account:

Sign into your account by clicking on the profile icon at the top of the page

Once signed in, click on the profile icon again and select “Sales” from the menu

Click on “Balance” on the left side of the page

Click on “Redeem” on the top of the page (you’ll only see this option if you have a redeemable balance)

Your account balance can be redeemed in cash or as a gift card. If you choose cash, the total will be deposited directly into your bank account. If you haven’t set up a bank account yet, you’ll be prompted to do so at this time. If you choose a gift card, you will receive an email with a gift card equal to your account balance plus any applicable bonus. This gift card can only be used to purchase new products from us at https://heartsdesireclothing.com.
: Gift cards can only be used to purchase new products at https://heartsdesireclothing.com.
: Absolutely! You will see the option to use your available balance when you check out.
: We partner with Stripe to help us process payments and ensure that we comply with various regulations relating to payments and the transfer of funds. Using Stripe also allows us to deposit your proceeds directly into your bank account.
: Great news! You have three options – accept it, reject it, or counter it. All of these options can be selected from the “Offers” page in your account. You have 24 hours to decide what to do. If you do nothing, the offer will automatically expire.

If you accept the offer, you agree to sell your item at that price. If you reject the offer, nothing happens and your item remains available for sale at your original listing price. If you counter the offer, the buyer will have 24 hours to decide whether to accept, reject, or counter once again. This process can repeat until one of you accepts or rejects the other’s offer.
: Yes! Sending offers is a great way to sell your items faster. You may send an offer to people who have added your item to their wishlists. Only those people will see your offer. Sending an offer does not change the listing price that everyone else sees. Here’s how to send an offer to shoppers:

Sign into your account by clicking on the profile icon at the top of the page

Once signed in, click on the profile icon again and select “Sales” from the menu

Click on the three dots icon for the listing and select the option to make an offer (this option will only appear for listings that have been added to someone’s wishlist)

Click on “Redeem” on the top of the page (you’ll only see this option if you have a redeemable balance)

Set your offer price and click “Send”

Offers cannot be revoked or edited after they are sent. The people who receive your offer will have 24 hours to decide whether to accept, reject, or counter it. If nobody accept the offer, it will automatically expire after 24 hours (and you can try again).
: Online marketplaces such as ours are legally required to report gross sales amounts (less expenses) of individuals in our marketplaces to the Internal Revenue Service, if those sales exceed $600 in a calendar year. The form used to report these sales is called Form 1099-K. A copy of this form will also be sent to you for your tax records. Following the end of each calendar year, if your gross sales less our commission exceed $600, you will receive a Form 1099-K from us. Remember, you’re ultimately responsible for reporting your earning to the applicable tax authorities.

For Shoppers

: This is the official destination to shop pre-loved and Heart's Desire products. We offer this store as part of our circularity efforts to ensure that our products remain in use as long as possible.
: Producing clothes has a meaningful impact on the environment. We’re working hard to minimize that impact, but we need your help. By simply keeping an article of clothing around nine months longer, the environmental impact of that item is reduced by 20 – 30%!
: Not at this time. You must be a resident of the United States to shop with us.
: Purchases can only be shipped to addresses within the United States.
: You can check the status of your order under the “Purchases” section in your account.
: If you believe that your purchase has been lost in transit, please contact us so we can look into the issue.
: Wishlists are fun and easy way to keep tabs on listings that you like, but aren’t quite ready to buy. By adding items to your wishlist, you may receive exclusive discount offers from the people selling those items.
: You can add items to your wishlist by clicking on the heart icon on any listing. You can review the contents of your wishlist under the wishlist section of your account, which is found under “Purchases”.
: f you’re signed into your account, you can remove an item from your wishlist by clicking on the heard icon on that listing. Items in your wishlist will appear with a heart icon that is shaded in. You can also remove items from your wishlist from the wishlist section of your account, which is found under “Purchases”. Click on the three dots icon for the item, and select the option to remove it from your wishlist.
: No. All sales are final and cannot be returned.

Buying From Individuals

: We allow individuals to resell their pre-loved items directly to other customers. The seller will be clearly identified in the listing (and you’ll be able to read more about them in their profile). When you buy that listing, you are purchasing directly from that individual, not from us. We will help facilitate that transaction and step in if there are any issues, but we have not inspected those items and cannot guarantee their authenticity or condition.
: The seller has 3 business days (i.e., Monday - Friday, excluding US holidays) to ship the item. Once shipped, the US Postal Service may take a few more days to deliver the item. We’ll track the shipment for you and email you updates. You can also track the status of your purchase through your account.
: We want to make sure that you’re completely satisfied with your purchase, so we give you an opportunity to review it. The seller only gets paid after you accept the item (sellers greatly appreciate it when you do so quickly).
: You have two days to accept your purchase after you receive it. If you do nothing before those two days pass, then your purchase will be accepted automatically.
: YIt’s appropriate to reject a purchase if the wrong item arrives, the seller misrepresented the item in the listing (such as by failing to mention serious damage), or the item was damaged or lost during shipping. More information about this process can be found in our Purchase Protection Program our Purchase Protection Program.
: If you choose to reject your purchase, we will step in to resolve the matter. You will be required to provide more detail about the reason for the rejection, including uploading photos to support your claim. We will share this information with the seller and provide the seller an opportunity to respond (which the seller must do within two days). Once we have both sides of the story, we’ll make our final determination. If we decide in your favor, we’ll void the purchase and refund your money as soon as you ship the item back to the seller using a pre-paid shipping label that we’ll provide to you (failure to do so will automatically reverse the decision). However, if we decide in the seller’s favor, the sale remains in place.
: Lucky you! You have three options – accept it, reject it, or counter it. All of these options can be selected from the offers section of the “Purchases” page in your account. You have 24 hours to decide. If you do nothing, the offer will expire. If you accept the offer, you agree to purchase the item at that price. If you reject the offer, the offer is voided. If you want to make a counter offer, simply specify the price you’re willing to pay. When you do, the seller will receive your counteroffer and have 24 hours to decide whether to accept, reject, or counter your offer. This process can repeat until one of you accepts or reject the current offer.
: You can make an offer to a seller by clicking on the “Make Offer” button on the listing. You can make an offer on an item directly from the updates feed in your account by clicking on the three dots icon for that item and selecting the option to make an offer. Lastly, you can make an offer on any item in your wishlist by clicking on the three dots icon for that item and selecting the option to make an offer.