FREQUENTLY ASKED QUESTIONS - SELLING

 

 

Selling an Item

 

How do I sell an item on HauteRobe?

What is Make an offer?

How do I increase my chances of selling my items?

How do I edit an item? 

How do I delete an item? 

 

Important Policies

 

What types of items do you accept?

What type of photos can I use for my listings?

Should I make an online transaction on HauteRobe marketplace or make a transaction offline?

 

Commission/Payment

 

What is HauteRobe's commission rate?

When will I get paid?

How do I receive payment?

How do I withdraw HauteRobe credits?

 

Shipping 

 

How do I ship/post my items?

What happens after I ship/post my items? 

How do I retrieve details of buyer and order for sending items?

How do I ship my items internationally?

 

Returns

 

What is HauteRobe's Return Policy?

 

 


 

 

Selling an Item

 

 

How do I sell an item on HauteRobe?

 

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  • Visit our Sell page to access the Sell It Yourself form 
  • Upload photos of the item(s) you want to sell
  • Fill in the details including prices, descriptions and all other information as required in the form. You may include your contact details in the description. Please read our Important Policies on Should I make an online transaction on HauteRobe marketplace or make a transaction offline? to decide on the information you want to include or exclude.
  • Input your listed price in Selling price grid. The Retail price is estimated value your item is being priced in the market.
  • Decide if you would like to enable our Make an Offer feature. If it is enabled, you must thereafter indicate the lowest offer price you will accept.
  • Your items are then under Pending Listing. Please allow 1-2 working days for us to edit your items and approve them.
  • To view all the items listed and/or edit/remove the listing, go to Current Listing.

 

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Alternatively, you may use Haute Service and we will handle the entire sale process for you.

 

* For Haute Service rates please refer to the FAQs for Haute Service

 

 

What is Make an offer?

 

Make an Offer is a feature that allows buyers to negotiate the price of your item.  In other words, it will be possible for them to purchase your item at a price lower than the listed price. 

 

You can choose to allow/disallow this feature under the Sell It Yourself page when listing your item up on the website.

 

When you receive an offer, you will be notified via email and you shall accept or reject the offer within 24 hours. 

 

 

How do I increase my chances of selling my items?

 

  • Take nicer photos by placing your items against a white background when shooting
  • Provide detailed description
  • Advertise your items for sale via Facebook, Twitter, and Instagram
  • Every time you lower the price, the followers will be updated through notifications
  • Like/comment frequently on other users’ items to attract more followers 

 

 

How do I edit an item? 

 

  • Go to My Account
  • Look for your Current Listings tab
  • Click on the Edit button found on each individual item

 

You may edit the product information, including photos, tags, product details, pricing, and shipping. 

 

Edits will be subject to approval by HauteRobe. Please wait for up to 3 working days for changes to be effected.

 

 

How do I delete an item? 

 

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  • Go to My Account
  • Look for your Current Listings tab
  • Click on the Remove button found on each individual item 

 

You may only delete an item being listed provided that an agreement for the sale of that item has not been reached. 

 

HauteRobe will de-list your item within 24 hours upon your request to delete an item. 

 

 

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?

 

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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 

 

 

Should I make an online transaction on HauteRobe marketplace or make a transaction offline?

 

A transaction usually happens on-site where a buyer makes an offer and the seller accepts the offer. The transaction will be considered complete once the buyer has made payment and the seller has provided proof of shipment. A receipt will be subsequently issued. You may leave a rating for the buyer to rate your selling experience. This rating will be reflected on the buyer’s profile.

 

Occasionally a buyer may ask to conduct a transaction offline through means other than via the HauteRobe platform. Members may do so at their own risk. Read on about the risks of conducting a transaction offline. er’s profile.

 

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. 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?

 

We are currently offering very attractive rates for Sell It Yourself items:

  • 10% or item less than $5000, minimum $30, 
  • 9% for items $5000 - $7999
  • 8% for items $8000 and above 

 

* For Haute Service rates please refer to the FAQs for Haute Service

 

 

When will I get paid?

 

  • Log into your My Accounts – Sales page to update the status to Item Delivered once the postal service tracking status confirms that the item has reached your buyer
  • After that, the proceeds of the sale will be shown in your HauteRobe account within 30 days, less the applicable commission and other charges incurred by HauteRobe in relation to the item

 

 

How do I receive payment?

 

You will receive your proceeds in the form of HauteRobe credits, which you can view in your Account Balance. You may use your HauteRobe credits to purchase other items from the site, or request to withdraw your HauteRobe credits by requesting a withdrawal of your credits to your PayPal or Bank account.

 

 

How do I withdraw HauteRobe credits?

 

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

 

 

 

Shipping 

 

 

How do I ship/post my items?

 

After the buyer’s payment has been processed, you must send the item for delivery within 7 days.

 

  • Log in to My Account - Sales 
  • See the status Pending Shipping for items that Buyers have purchased 
  • Click on Order Details to see Buyer’s shipping address
  • Post the item via any one of the common carriers in Singapore
  • Obtain a proof of shipment and tracking number from your postal company

 

Postal companies in Singapore that provide proof of shipment include: SingPost, DHL Express, Federal Express, and UPS.

 

Alternatively, you may choose to post your item(s) via HauteRobe’s Courier Service. Contact us at +65 9322 5122 or help@hauterobe.com for the updated rates.

 

 

What happens after I ship/post my items? 

 

  • Log into your My Account - Sales page 
  • Under the column Status, change the status from Pending Shipping to Item Shipped
  • Input the Shipping Tracking Number, Shippers Details and Tracking Page URL. This is a mandatory input so that Buyer has visibility over the shipment

 

 

How do I retrieve details of buyer and order for sending items?

 

  • Log in to your My Account - Sales page
  • See the status Pending Shipping for new items that Buyers have purchased
  • Click on Order Details under the respective row to see more details about the order transaction including Buyer’s shipping address

 

 

How do I ship my items internationally?

 

The buyer will bear the full costs of delivery, including any duty, tax, insurance charges, or other miscellaneous charges. You shall determine the costs of the international delivery when listing the product. The buyer will pay for the pre-determined price of international shipping. 

 

After the buyer’s payment has been processed, you will receive the delivery notice via email and you must send the item for delivery within 7 days.

 

 

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 if they can provide proofs that the item is fake, faulty or falsely advertised. 

 

Sellers will decide to accept or reject the returns. If the buyer’s return is accepted, a refund will be accorded to them in the form of site credits.