FREQUENTLY ASKED QUESTIONS – HAUTE SERVICE

 

 

Using Haute Service

 

Why should I use Haute Service?

How much do you charge for the Haute Service?

Are there any other additional costs in utilising Haute Service? 

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

What if I don't agree with the price? 

How do I send my items for Haute Service?

How long will it take to process my items?

Where are my items going to be listed?

Can I get my accepted items back? 

 

Commission/Payment

 

What is my cut? How much money do I make?

 

Item Eligibility

 

What types of items do you accept?

What types of items will not be accepted?

Does my item have to be cleaned?

How old is too old? 

Why did you reject my item?

What happens if you reject my item after receiving it?

 

Selling Process

 

What happens when my item is sold?

Who pays for shipping once my items sell?

Can prospective buyers make an offer on my Haute Service item?

Someone commented on my Haute Service item, do I need to respond?

What if my item doesn't sell?

What is HauteRobe's Haute Service Return Policy?
What if a buyer returns my item?

 


 

 

Using Haute Service

 

 

Why should I use Haute Service? 

 

Makes the sale of your items convenient! All you have to do is fill in the Haute Service form and once approved, we will arrange to pick up your items and manage the entire sales process.

 

  • 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

 

You will earn 85% or more of the sale price of each item sold via Haute Service. 

 

 

How much do you charge for the Haute Service?

 

We are currently offering very attractive rates for the Haute Service! 

 

  • 15% for items less than $5000 
  • For items $5000 and more, we have an even more favourable price. Please contact us at help@hauterobe.com to request for more information 

 

Traditional consignment stores will normally charge approximately 30% of the sale price.

 

 

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. We will only reduce the selling price by a maximum of 30%

 

 

What if I don't agree with the price? 


You always get to approve the initial listing 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. If we still cannot agree, we will return your item to you.

 

 

 

How do I send my items for Haute Service?

 

  • Fill in the Haute Service form found on our Sell Page to tell us what you want to sell. Our team will then review your submission and get back to you via email within 7 working days with our proposed listing price to sell the item 
  • We will then arrange with you a free courier collection
  • On receipt of your items, they will be examined, checked, photographed and listed on our website
  • Please ensure that your items are clean and in a sellable condition. We will impose a cleaning fee of minimum $30 for each item if required 

 

 

How long will it take to process my items?


After your items are delivered to HauteRobe, please allow up to 14 days for your items to be uploaded and listed on our marketplace.

 

 

Where are my items going to be listed?


They will be uploaded to the HauteRobe marketplace. You will be notified by email once the listings are live.  

 

 

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 by up to 30%
  • 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. 

 

 

Commission/Payment

 

 

What is my cut? How much money do I make?

 

You will earn 85% cash back or more of the sale price of each item sold.  

Traditional consignment stores normally give you only approximately 70%.

 

 

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 

 

 

Why did you reject my item?


HauteRobe will reject items that do not meet our guidelines. Please refer to question What types of items will not be accepted?

 

 

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 

 

 

Selling Process

 

 

What happens when my item is sold?

 

  • Our team will pack and deliver the order to your buyer 
  • Upon delivery, your account will be automatically credited with the sale price minus HauteRobe’s commission
  • You can then use the proceeds, shown in your HauteRobe account as Haute Credits, to shop on HauteRobe or cash out your balance

 

 

Who pays for shipping once my items sell?


HauteRobe will take care of the shipping cost to your buyer! All items on Haute Service are delivered for free to buyers. 

 

 

Can prospective buyers make an offer on my Haute Service item?

 

Yes, for certain items on Haute Service, the Make an Offer feature may be activated. 

 

 

Someone commented on my Haute Service item, do I need to respond?


You do not need to respond to the comment, as we will take care of all communication regarding your Haute Service items on your behalf. 

 

 

What if my item doesn't sell?

  • Your Haute Service item will be listed on our marketplace for a minimum of 12 weeks 
  • After the 12 weeks if the item is not sold, we may contact you to discuss reducing the listed price that we market the item. We will only reduce the listed price of the unsold item by up to a maximum of 30%
  • If your item remains unsold after 12 weeks of being listed, we will email you to inquire whether you wish for us to return the item to you. You may then collect the item from our offices, or send a payment of $20 to HauteRobe to cover the costs of shipping the item back to you

 

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. 

 

 

What is HauteRobe's Haute Service 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.

 

 

What if a buyer returns my item?

 

As all sales are final, returns are usually not accepted. In special circumstances, if a return does occur, HauteRobe will check your item again before marketing it on our site for sale.