FREQUENTLY ASKED QUESTIONS - BUYING
How will I get my refund?
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 firstname.lastname@example.org
I have a question about an item. Who do I contact?
How are prices determined?
How do I use my HauteRobe credits?
How do I review a seller?
You can provide feedback regarding your buying experience with sellers.
Make an Offer
What is Make an Offer?
Make an Offer is a feature that allows buyers to negotiate the price of an item with the seller. This means that it may be possible for you to purchase an item at a price lower than the listed price!
Sellers will be notified about your offer via email and will respond within 24 hours.
Offers are binding and may not be cancelled. If the seller accepts your offer, you must proceed with the purchase and pay for it within 24 hours.
How do I pay for an item after the seller has accepted by offer?
When the seller accepts your offer, you will receive an email notifying you that your Offer has been accepted.
You must pay for an item within 24 hours of notice after your offer has been accepted.
Why was my offer cancelled?
Your offer was cancelled because the item was purchased before the seller was able to respond to your offer. You will not be charged for any cancelled offers.
Can I cancel an offer?
Offers are binding and cannot be cancelled. Please make sure that you are satisfied with the item and your offer price before submit your Make an Offer.
What happens if the seller rejects my offer?
You will receive an email notifying you that your Offer has been rejected. You will not be charged for any rejected offers. You may choose to make another offer at a higher price by clicking on the Make an Offer option again.
Will I be notified when the seller responds to my offer?
Yes. You will receive an email when the seller responds to your offer. Alternatively, you can log into My Account - Offers page and check the status of your offer.
How do I know if I successfully made an offer?
You will be sent a confirmation email after you submit an offer. If you do not receive any email, please check your junk and/or spam folder. If you cannot locate the confirmation email, please contact us at email@example.com so we can confirm with you if the offer has been made.
Do offers expire?
Offers will expire after 24 hours. If a seller does not respond to your offer within 24 hours, your offer will be cancelled and you will not be charged.
How many times can I make an offer for a particular item?
You may only submit one offer at a time for an item. If the seller rejects your offer, you may then make another offer at a higher price. There is no limit to the number of times this process can occur.
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:
If a seller suggests to you conducting a transaction outside of HauteRobe, please report them to firstname.lastname@example.org
What is HauteRobe's Cancellation Policy?
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 the following steps:
What type of refund will I receive?
If your return is accepted, you will receive a refund in the form of HauteRobe credits. You may use the HauteRobe credits to purchase other items on the site or request to withdraw your HauteRobe credits.
How do I withdraw HauteRobe credits?
How do I report a fake item on the website?
Please email us at email@example.com if you suspect a fake or counterfeit item for sale on our site.
What forms of payment do you accept?
If you have any queries regarding payment, please email us at firstname.lastname@example.org
Will I be charged for shipping?
When can I expect to receive my item?
How do I check the status of my order?
The seller has not shipped my item, what do I do?
You may email us at email@example.com and we will assist you with your order.
HauteRobe allows the seller 7 days to respond to the delivery notice. Otherwise, the agreement for the sale will be cancelled and the sale is unsuccessful.
Buyers will be refunded in the form of HauteRobe credits in the event of an unsuccessful sale.
Do you ship internationally?
For purchases from Haute Service, international deliveries can be arranged. Please email us at firstname.lastname@example.org stating the Product Reference Number and your country of residence.
Sellers may ship internationally at their own discretion and will determine the costs of such a delivery. Please contact the seller directly to arrange for an international delivery.
For all international deliveries, the buyer will bear the full costs of delivery, including any duty, tax, insurance charges, or other miscellaneous charges.
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