FREQUENTLY ASKED QUESTIONS

Welcome to Re:Velvet. Below you will find answers to the questions we are most often asked about shopping with us, authenticity, returns, selling to us, and our Upstyling Atelier.

- Shopping with Re:Velvet    - Authenticity & Condition   - Shipping & Delivery

- Returns & Refunds             - Selling to Re:Velvet             -  Upstyling Atelier

Shopping with Re:Velvet

What is Re:Velvet?
Re:Velvet is a curated second-hand and lifestyle boutique offering pre-owned fashion, accessories and selected lifestyle pieces, alongside creative upstyling services through our atelier.

Are your items second-hand?
Most of our pieces are pre-owned, vintage, sourced or reworked. We also offer selected upstyled items and creative transformations through our atelier.

Are all items one of a kind?
Many of our pieces are unique and we often only have one of each item. This is part of the charm of shopping second-hand and vintage.

Can I see an item in person before buying?
If an item is available in store, we recommend getting in touch before visiting so we can confirm availability.

Do you offer gift cards?
Yes, gift cards are available on the site, they can be purchased directly online. You can choose between several amount options: here 

Product Condition & Authenticity

Are your items authenticated?
Yes. Re:Velvet has a dedicated authenticity process and states that items are thoroughly inspected by team members with extensive luxury experience. You can read more about it here.

Do you guarantee authenticity?
We take authenticity very seriously and investigate any claims or enquiries. If an item cannot be authenticated after review, Re:Velvet states that the buyer will be refunded once the item is returned.

Will second-hand items show signs of wear?
Possibly, yes. As many items are pre-owned or vintage, light signs of age or wear may be present. We always aim to describe condition as truthfully as possible.

Can I ask for more details before purchasing?
Absolutely. If you would like additional photographs, measurements or condition details, please contact us before placing your order.

Shipping & Delivery

Do you offer free delivery?
Yes. Re:Velvet currently offers free shipping in the UK on orders over £75.

Do you ship outside the UK?
International availability may vary by destination. Please review shipping options at checkout or contact us before placing your order if you are unsure.

How long will my order take to arrive?
Delivery times depend on destination and courier service. You will receive confirmation once your order has been processed and dispatched.

Do you offer Click & Collect?
Yes. Click & Collect is currently available, it will be shown at checkout or described on the site. You are welcome to contact us to confirm.

What if my parcel is delayed or arrives damaged?
Please contact us as soon as possible with your order number and photographs if relevant, and we will do our best to assist.

Returns & Refunds

What is your returns policy? 
Re:Velvet’s current returns and refund policy states that items must be returned within 30 days from the date of purchase. To read more, click here

What condition must returned items be in?
Items should be returned in their original condition as sold, with labels intact where relevant, and free from new stains or damage. Faulty items are exempt from this condition.

Do I need proof of purchase?
Yes. Re:Velvet asks for valid proof of purchase, or alternatively the purchase date so the order can be retrieved in the system.

Can I return a sale item?
Please refer to the product listing or contact us before purchase if you are unsure whether a particular item is eligible for return.

How do I start a return?
Please contact us with your order details and reason for return before sending the item back.

Selling to Re:Velvet

Do you buy from private sellers?
Yes. Re:Velvet invites potential suppliers and sellers to send sample images of items they no longer need for review. Fill the form: here

What kinds of items are you interested in?
We specialise in second-hand and reworked garments, accessories and lifestyle products, including pieces that can be sold as they are or creatively repurposed.

Should I send photos before bringing items in?
Yes, this is the best first step. Sending sample images helps us assess suitability before arranging anything further.

Do you offer consignment or direct purchase?
This can vary depending on the item category, condition, brand, and resale potential. Please contact us with photographs and details.

Will you accept everything I offer?
Not always. We curate carefully and only take on pieces that suit Re:Velvet’s aesthetic, standards and customer base.

Upstyling Atelier

What is the Upstyling Atelier?
Re:Velvet’s atelier transforms pre-loved garments and selected client pieces into bespoke, one-of-a-kind creations with a creative and fashion-led approach.

Can you upstyle my own clothing or accessories?
Yes. Re:Velvet states that customers can bring cherished vintage pieces or everyday staples to be refreshed through personalised upcycled design.

How do I book an atelier session?
Please contact us through the website or book an appointment if booking is available online.

What kinds of alterations or transformations do you offer?
Services may include embellishment, creative redesign, material additions, style updates, and other bespoke transformations depending on the item.

Can you tell me the price in advance?
Pricing depends on the complexity of the work, materials required, and the condition of the piece. We are happy to discuss your project before confirming.

Contact & Store Information

How do I contact Re:Velvet?
You can use the contact form on our Contact page for enquiries about opening hours, products, orders, or selling to us.

Can I contact you about a specific product?
Yes. Please include the product name or link in your message so we can assist quickly.

Do you have a physical store?
Re:Velvet has an in-person retail presence located in Alfie´s Antiques Market, on Church Street, NW8 8DT. Please contact us for current opening details or to confirm availability of a piece before visiting.

Do you work by appointment for some services?
Yes, for certain atelier or specialised enquiries, an appointment may be the best approach.

A note on second-hand shopping

Because many of our pieces are pre-owned, vintage or upstyled, small variations, signs of age and one-off details are part of their character. We believe this individuality is part of what makes second-hand fashion so special.

For more information, please visit our pages on Authenticity, Returns & Refunds, Contact Us, About Re:Velvet, and Sell to Us / Become a Supplier.