FREQUENTLY ASKED QUESTIONS

BUYING AN ITEM

How can I make a purchase?

Please refer to our step-by-step Buying Guide

How do I know the items are in good condition and are authentic?

HauteRobe has no tolerance for fake or counterfeit items sold on our website. Our team reviews the products listed on the site daily for items that may be fake or counterfeit.

If we discover a counterfeit item listed on our Marketplace, we will remove the listing without notification to the seller, terminate the seller’s member account, and we may notify the appropriate legal authorities in Singapore.

If you have a suspicion of any item, please email us at help@hauterobe.com

I have a question about an item. Who do I contact?
How are prices determined?
  • Our Haute Service Items are priced the according to its condition, brand, style, original retail price, and other relevant market factors by our in-house team
  • Prices of items from other members of HauteRobe are determined by the respective sellers. We also recommend that they price the items using the same standards that we adhere to

IMPORTANT POLICIES

A seller has asked me to conduct a transaction offline. What do I do?

On rare occasions, a seller may attempt to conduct a transaction offline through means other than via the HauteRobe platform. This violates HauteRobe’s Terms and Conditions and members that do so are at risk of having their accounts permanently deleted and banned from using our site.

Please note the following risks about conducting a transaction offline:

  • Purchases/sales that occur outside of the HauteRobe platform will not be covered by any of our policies and terms. HauteRobe will not handle cases in which the item is lost, damaged, misrepresented, fraudulent or counterfeit, or any complaints of dissatisfaction. Consequently, the buyer will not be covered by our return policy
  • Your personal information, including credit card information, is not protected if you provide information to a seller outside of HauteRobe’s online platform for payments
  • Your account may be permanently banned from our site

If a seller suggests to you conducting a transaction outside of HauteRobe, please report them to help@hauterobe.com

What is HauteRobe's Cancellation Policy?
  • HauteRobe does not allow cancellations after an agreement for the sale of an item has been reached
  • Please see our Return Policy below if you would like to return an item
What is HauteRobe's Return Policy?

All sales are final with exception to Fake, Faulty, or Falsely advertised items. Buyers have up to 7 days to request and have item returned to sellers. Buyers can request to return the product items through:

What type of refund will I receive?

Individual refund will be personally handled by the HauteRobe Team. You will be contacted for the arrangement.

How do I get my refund?

Every refund will be handled personally by the HauteRobe team. All details will be collected and process directly with our customers.

How do I report a fake item on the website?

Please email us at help@hauterobe.com if you suspect a fake or counterfeit item for sale on our site.

PAYMENT/SHIPPING

What forms of payment do you accept?
  • All transactions are checked out and paid through Xfers, Stripe and Bank Transfers.
  • Any transactions completed that are not directed through the HauteRobe’s Checkout page violate our terms and conditions
Will I be charged for shipping?
  • Unless otherwise stated, all prices stated on the item listings are already inclusive of local delivery charges within Singapore
  • If you live outside Singapore, charges for shipping overseas will be listed accordingly. For any enquiries, please email us at, help@hauterobe.com
When can I expect to receive my item?
  • The HauteRobe team will collect and check the item from the seller within 48 hours.
  • When your item has been dispatched, we will send you an email confirming the sale and the tracking number of your order
  • The estimated delivery period is 7 working days
I have not received my item. What do I do?

Contact us through email at help@hauterobe.com and we will assist you with your order/delivery.

SELLING AN ITEM

What type of photos can I use for my listings?

Sellers are required to use their own photos, which accurately represent the items they are selling. Digital size of photos must not exceed 3MB.

  • Take photos of items against a white background
  • Submit at least 5 pictures of the same item taken from different angles (front, back, side and inner view and close up shots of flaws, if any)

*Uploading of copyright pictures are against HauteRobe’s terms of use, thus your item will be rejected and won’t be listed up for sale

What type of items do you accept?
  • We accept designer clothing, handbags, shoes and accessories
  • Items must be in good condition meaning no stains, tears, odours, discolourations, design flaws, or missing components
  • If in any case, the conditions mentioned above are visible, please make sure to indicate and photograph this flaws in the description of your items.

After you submit the Sell It Yourself form, our team will provisionally confirm if we will accept your item(s). Once the item is approved, it will be listed for sale.

You will be contacted if any of your items needs more details or to confirm the item’s conditions and availability by the HauteRobe Team before we list it up for sale.

How to set prices?
  • Items are priced the according to its condition, brand, style, original retail price, and other relevant market factors
  • We also recommend that sellers price their items using the same standards that the HauteRobe Team adhere to
How do I increase my chances of selling my items?

Share your items to various social media sites, such as, Facebook, Twitter and more!

How do I manage my items?

Manage your product listings

  • Go to My Account
  • Dashboard – to manage your listings
  • On the Products tab, you can edit, delete or view your items on listings.

Important Policies

What types of items do you accept?
  • We accept designer clothing, handbags, shoes and accessories
  • Items must be in good condition meaning no stains, tears, odours, discolourations, design flaws, or missing components

After you submit the Sell It Yourself form, our team will provisionally confirm if we will accept your item(s). Once the item is approved, it will be listed for sale.

What type of photos can I use for my listings?

Sellers are required to use their own photos, which accurately represent the items they are selling. Digital size of photos must not exceed 3MB.

  • Take photos of items against a white background
  • Submit 5 pictures of the same item taken from different angles (front, back, side and inner view and close up shots of defects)
  • Uploading of copyright pictures are against HauteRobe’s terms of use 
Why use HauteRobe?
  • Purchases/sales that occur outside of the HauteRobe platform will not be covered by any of our policies and terms
  • HauteRobe will not handle cases in which the item is lost, damaged, misrepresented, fraudulent or counterfeit. Consequently, the buyer will not be covered by our return policy
  • Your personal information, including credit card information, is not protected if you provide information to a seller outside of HauteRobe’s online platform for payments

If a buyer suggests to you conducting a transaction outside of HauteRobe, please report them to help@hauterobe.com

Commission/Payment

What is HauteRobe's Commission Rate?

HauteRobe aims to charge the lowest commission rate in the market. Please contact us at info@hauterobe.com for more details on rates.

When will I get paid?

All payments from sales will be received within 30 days.

How do I receive payment?

All payments to you will be made by Bank Transfer. Await contact from the HauteRobe Team to collect banking details and arrange for transfer.

SHIPPING

How does Shipping works in HauteRobe?

HauteRobe will handle all shipping purposes. We will collect from you and ship items to buyers.

RETURNS

What is HauteRobe's Return Policy?

All sales are final with exception to Fake, Faulty, or Falsely advertised items. Buyers have up to 7 days to request and have item returned to sellers. Buyers can request to return the product items through:

USING HAUTE SERVICE

What is Haute Service?

Haute Service is a dedicated consignment service by HauteRobe!

Have a hassle-free selling experience. HauteRobe will manage the entire sale process on your behalf. All you have to do is fill in the Haute Service form to submit your item for approval. Once approved, we will arrange to collect up your items and proceed with the saleprocess;

  • Haute Service will measure, price, photograph, and list your items
  • Haute Service will clean and/or repair your items on your behalf, if required
  • Haute Service will handle all communication and customer service for you
  • Haute Service will package and ship your sold items to your buyers
How much do you charge for the Haute Service?

HauteRobe aims to charge the lowest commission rate in the market. Please contact us at info@hauterobe.com for more details on rates.

Are there any other additional costs in utilising Haute Service?

No! However, do note that you shall bear the costs of any cleaning and/or repair services on your items, if required.

Who sets the price of the item(s)? How is it set?

HauteRobe has an in-house team who will price the items according to its condition, brand, style, original retail price, and other relevant market factors.

We will take into consideration to price the item at maximum gain in revenue but still offering a fair asking price. HauteRobe strives to give you the highest return for your sales with us.

We set a range within which we feel is the optimal price for the item. If it is not sold after 12 weeks, we may drop the price of the item until it is sold.

What if I don't agree with the price?

We will contact you to confirm the proposed listing price prior to arranging for the collection of your item.

Having examined your item, if we consider the proposed listing price to be too high or too low, we will notify you by email with the revised price. If you object to the revised price, you may seek us at help@hauterobe.com and we will do our best to work with you. Item will be return to you in the event the price is not agreed upon.

Can I get my accepted items back?
  • Once your accepted items are uploaded and listed in the marketplace, they will remain listed for 12 weeks
  • If your item remains unsold after 12 weeks of being listed, we may reduce the price gradually.
  • If your item remains unsold after the price reduction, we will email you to inquire whether you want us to return the item to you. You will have to pay a nominal fee of $20 to cover the costs of shipping the item back to you
  • During the initial 12-week period, you may also request to cease marketing of any item, provided that we have not accepted an offer from a buyer to purchase the item

If you do not pay the costs of shipping the item back to you, or provide us with a valid return address, or collect your item from our offices within 12 weeks of the email, your item will be donated to a charity of our choice automatically.

ITEM ELIGIBILITY

What types of items do you accept?

We accept designer clothing, handbags, shoes and accessories.

Items must be in good condition. Items must not have stains, tears, odours, discolourations, design flaws, or missing components.

Please fill in the Haute Service form and our team will provisionally confirm whether we will accept your item(s). Final acceptance of your item is subject to physical examination upon receipt.

What types of items will not be accepted?

HauteRobe is committed to delivering the best possible experience to our members. Therefore, we are unable to accept items that do not meet our criteria, including:

  • High-street brands
  • Items that are heavily worn or damaged (stains, tears, odours, discolourations, design flaws, or missing components)
  • Items missing tag(s) to identify brand
  • Certain categories (e.g. undergarments, cosmetics, toiletries)
  • Items with a low resale value
  • Fake or fraudulent items

If you are unsure, just fill in our Haute Service form and we will get back to you. Item(s) may be rejected after an examination.

Does my item have to be cleaned?

Haute Service will only accept items that are in good condition. We may impose a cleaning fee of minimum $30 if required.

We strongly encourage that all worn clothing be dry-cleaned before they are sent to us. If upon examination we deem that an item requires dry-cleaning, we shall email you and you may consent to have it done so. We shall then dry-clean it and charge the appropriate sum required.

We will send you an email with attached invoice for these charges. Any cleaning done by HauteRobe must be paid before an item can be listed on our Marketplace.

If you do not consent to your item being cleaned, or if you do not agree to the proposed charges, we shall arrange for the return of your item to you at your expense.

How old is too old?
  • We recommend that items submitted for our Haute Service to be manufactured within the last few years
  • However, we always welcome well-kept vintage items as well as iconic designer brands such as Chanel, Hermes and Louis Vuitton

If you are not sure, you can contact us at help@hauterobe.com 

What happens if you reject my item after receiving it?
  • We will return the item to you
  • We will email you to arrange for the return, which will be at your expense. We charge $20 for returning rejected items