FREQUENTLY ASKED QUESTIONS - BUYING

 

 

Buying an Item

 

How can I make a purchase? 

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

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?

 

Make an Offer

 

What is Make an Offer?

How do I pay for an item after the seller has accepted by offer?

Why was my offer cancelled?

Can I cancel an offer?

What happens if the seller rejects my offer? 

Will I be notified when the seller responds to my offer?

How do I know if I successfully made an offer? 

Do offers expire? 

How many times can I make an offer for a particular item?

 

Important Policies

 

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

What is HauteRobe's Cancellation Policy?

What is HauteRobe's Return Policy?

What type of refund will I receive? 

How will I get my refund?

How do I withdraw HauteRobe credits?

How do I report a fake item on the website?

 

Payment/Shipping

 

What forms of payment do you accept?

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?

Do you ship internationally?

 

 


 

 

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? 

 

  • Leave your comments on the item’s listing page under the comments thread 
  • The seller will be notified and will respond to your questions on the same comments thread

 

 

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

 

 

How do I use my HauteRobe credits? 

 

  • Add an item to your shopping bag
  • Next, on the checkout page, check the HauteRobe credit box before submitting your purchase. 
  • The HauteRobe credits will then be deducted from your purchase total 

 

 

How do I review a seller? 

 

You can provide feedback regarding your buying experience with sellers.

 

  • Log in to your My Account - Purchases page
  • Find the order you would like to provide feedback for and click on Order Details 
  • Submit your ratings for the Seller as well as input a feedback 

 

 

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.  

 

  • Log in to My Account - Offers Page - Offers Made Tab
  • Find the Offer that has been accepted by the Seller and under the column Payment Status, click to proceed with the checkout using your Offered Price
  • You will be directed to the Checkout page for you to make payment
  • Proceed to pay via Paypal or Bank Transfer to complete your purchase

 

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 help@hauterobe.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. 

 

 

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 the following steps: 

 

  • Log in to My Accounts - Purchases page
  • Find the transaction you would like to return the product item for and under the column Returns, click on Return Item
  • At the Returns Form page, you will be asked to confirm your return request and to input the reason for your returns
  • You will be notified via email of Seller’s decision to accept/reject your returns. You can also login to My Account- Purchases page to check the status of the Returns

 

 

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?

 

  • Select a Withdraw Now option under Account Balance page 
  • Nominate either your PayPal or Bank account for the withdrawal in Account Balance - Withdrawal Settings
  • The balance will be credited into your PayPal/Bank account within 30 days of receiving your request for the withdrawal 

 

 

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 PayPal and bank transfer
  • Any transactions completed that are not directed through the HauteRobe’s Checkout page violate our terms and conditions

 

If you have any queries regarding payment, please email us at help@hauterobe.com

 

 

Will I be charged for shipping?

 

  • All prices stated on the item listings are already inclusive of local delivery charges within Singapore
  • If you live outside Singapore, charges are determined by the seller’s own discretion and are listed on the product detail page 

 

 

When can I expect to receive my item?

 

  • Most sellers will dispatch your items within 48 hours of receiving your order. The estimated delivery period is 7 working days.
  • When your item has been dispatched, we will send you an email confirming the sale and the tracking number of your order

 

 

How do I check the status of my order?

 

  • Log in to your My Account - Purchases page 
  • Find the transaction you would like to track and under Status
  • For status with Item Shipped, you can easily track the shipment using the tracking information provided by the Seller

 

 

The seller has not shipped my item, what do I do?

 

You may email us at help@hauterobe.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 help@hauterobe.com 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.