Buyers questions answered

BUYER'S QUESTIONS ANSWERED

How do I buy?
For assistance in buying, please click on How to buy.

How do I browse?
Browsing is easy - simply follow the on screen prompts starting with the section you wish to select ('Ladies', 'Gentlemen', 'Children' or 'Celebrity Sales') - these may be found on the top bar of the navigation. From there you may select different categories from within those sections and you're on your way! You can also conduct an Advanced Search within these sections to find that 'special something'. To enable you to save time you can also choose a specific size in each department - easy!

I'm looking for something specific, what do I do?
The Site has the ability for Members to use an 'Advanced Search' within each category, Ladies, Gentleman, Children or Celebrity Sales. Simply select product search button at the top of the left hand navigation column and then enter the relevant details to find a match. Should you not be able to find what you are looking for, why not become a Platinum Member? One of the benefits of upgrading is that you can fill in a simple form and all the work will be done for you! Click on Go Platinum! to see how we can help you locate that special Holy Grail!

What is my favourite searches?
We love this and hope it will help you too. You can store up to 10 searches, filling in as much or as little information for each search and when an item is listed, you'll be sent an email to let you know it's for sale. Only one email is sent per search each day (when appropriate) so don't worry about getting inundated!

I've found a seller with similar tastes to my own - may I view the sellers full catalogue and revisit it in the future?
When you find a seller you really like, you can view their complete catalogue by looking at 'Other Items From This Seller'. You can also add different sellers to 'My Favourite Sellers' should you wish to keep an eye on other things they may list in the future! This list is kept within the my purchases menu. Or, you can keep an even closer eye on any new listings they register by keeping them as one of your favourite searches.

I've seen something that I think a friend would love, how do I tell them?
If you see an item that you think a friend would like, simply click 'Email This Item to a Friend', which appears within the details of each item - they'll thank you for it!

I'd like to purchase an item from a seller abroad, what do I do?
The Site is delighted to be able to welcome Members from all over the world, however before purchasing, do check the payment and postal requirements to make sure that you're able to comply with customs regulations. It is also important to agree as to who will be responsible for any customs charges and extra postage costs, these details will probably be mentioned in the Sellers Selling and Returns policy, if not - why not ask The Seller A Question? (see below) If you are in any doubt regarding the Customs laws, check with the authorities in your local jurisdiction.

How do I ask the seller a question?
Should you wish to obtain further details of a listing, click on 'Ask The Seller A Question', which appears at the bottom of the fuller details of each item. The question will be recorded within my messages (in my account). When the seller replies you will be sent an email entitled, 'You Have Private Messages'. To retrieve the answer, simply log into your account and select my messages once more, you will be able to send and receive as many messages as necessary through this section.

May I ask if there is a warranty or guarantee attached to a product?
To obtain any further details on an item with regard to any guarantee or warranty, please contact the seller directly or refer to their Selling and Returns Policy. This will always be displayed on each listing they have.

How do I know if an item is authentic?
Sellers are actively encouraged to remain honest about the authenticity of their catalogues. There are a number of items on the general market that are heavily influenced by the bigger labels and 'copies' are expressly forbidden as being passed off as originals.

In the event of any doubt (i.e. an item is being advertised as a specific designer and you are wary of it's authenticity), then there are a number of checks you can run before committing to a purchase.

i) Firstly - have a look a the seller and their feedback from other buyers. If they do not have feedback - don't be put off, simply complete another check.
ii) Ask the seller a question via the Ask The Seller A Question box, (at the bottom of each listing). They won't be offended if you send a friendly message just checking that the item is authentic. Your message will be delivered via the message centre (situated in my account - my messages). When they reply (via the same method), you will then get an email to say you have a message and you sign into your account and go to the same place where your reply will be waiting!

iii) You can also click on Meet The Seller. This can be found above the Seller's Name to the right hand side. For independent sellers, the more open they are the more comfortable a buyer may feel making a purchase.

iv) As far as individual labels are concerned - look for the things that provide proof it is authentic. i.e. Dolce & Gabbana - look out for the linings (quite often leopard print - their favourite!) or labels, and in the case of handbags, there may well be the original credit card sized authenticity card with the item. Shoes will be clearly marked and clothes will have the Dolce & Gabbana labels sewn in.
v) Most sellers will include a photo of the relevant authenticity markings - but again - do always send a seller a message if you are not too sure!

How can I find out more about a seller?
Should you wish to find more about a seller, you could click on Meet The Seller - this link is visible above their selling name on each listing within their catalogue. Or - if they have not chosen to fill in any details simply use the Ask The Seller A Question, which again appears in the details of every listing. Alternatively, to see how the seller has performed in the past, check the Members feedback stars awarded by other Members.

An item that I'm interested in has disappeared from The Site - where has it gone?
If an item no longer appears on the general system, it will probably mean that the item has been sold or removed. (If the item has been stored in your I Love it, it will be greyed out in the event of a sale - but will disppear in the event of it being removed from a seller's catalogue). In the unlikely event of a sale not proceeding for any reason, the item may be re-listed by the seller, in which case, it might be worth checking The Site after a few days to see if the item has been re-registered. If it has been sold - keep checking The Site - a similar item may well appear sooner than you think! And don't forget, you can also use my favourite searches which will generate an automatic email when your ultimate dream is listed!

May I purchase more than one item at a time?
Members may buy as many items as they wish! Once you've selected an item and chosen 'Add To Basket', you will be invited to 'Continue Shopping' this will return you to the Home Page, so you can choose another department. Once you have chosen all the items you wish to buy, you will be able to proceed to Checkout via Your Shopping Basket either on screen, or from within Members Menu. The Site will then guide you through the checkout process - it's as easy as that!

May I purchase from more than one seller at a time?
Members may buy from as many sellers as is required - the more the merrier! For each item you wish to purchase you select 'Add To Basket', you will be then be invited to 'Continue Shopping' or you may complete the Checkout Process after each order - it's up to you! The seller will be notified by email and depending as to whether you have paid immediately via credit card or Paypal, the seller will contact you directly to confirm receipt of payment and shipping - or give you further instructions on how to proceed with a cheque payment. Please check the details of each item carefully, as once you've confirmed the purchase you are obliged to complete payment!

What methods of payment may I use to make a purchase?
When you view the description of the items for sale, sellers will have indicated their preferred payment methods. If in doubt, it is advisable to contact the seller to confirm prior to purchasing. Generally available: Paypal or cheque.

What is PayPal?
Paypal is an online banking service used by people all over the world to pay for goods that are purchased or sold. Please visit www.paypal.com for more details. Most sellers who accept Paypal will have entered their Paypal account names into the listing, so you'll be able to make a swift and seamless payment for your purchases!

Am I able to make an offer on an item?
We do not encourage this, as we pride ourselves in maintaining a non-auction atmosphere! We do however understand that this may from time to time occur, but it is up to the individual seller to make the decision as to whether they are open to offers. Please use the 'Ask The Seller A Question' option via the item's listing to pursue any requests.

How do I know if my purchase has been successful?
Once you have selected 'Add To Basket', The Site will ask you to complete the final Checkout within Your Shopping Basket to not only confirm your choice - but to also take you to the next payment step. Your purchase will not be registered or confirmed until this is done. The seller will receive an email to advise them of your purchase and contact details. The seller will then be in touch with you directly to confirm that they have either received your payment - or to give you instructions on where to send a cheque. When payment is received they will then be able to arrange shipment of your order. Note: The Site encourages Members to keep their records up to date, but from time to time, there may be the odd item that is no longer available. Frustrating we know, but don't give up - there will be lots more for you, so come back and have another look!

May I cancel a purchase?
Once you have selected 'Add To Basket' and confirmed your purchase by proceeding to Checkout, you are obliged to complete the transaction. (Please see Terms & Conditions.) Having said that - there may be, on occasion, mitigating circumstances and a sympathetic seller may well allow a buyer to cancel a purchase. It is up to the individual Member, but a kindly attitude might well encourage a buyer to return in the future if there is more flexibility!

I've been charged incorrectly, what do I do?
As soon as you believe an error has occurred, contact the seller to advise. We all make mistakes and it is hoped that any accidental overcharge will be rectified swiftly. Should any problems arise that are not be resolved to your satisfaction, please complete an Incident report. Whilst Clothes Agency cannot accept responsibility, Administration will always do all it can to help.
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

My purchase has not arrived, what do I do?
Firstly, you should contact the seller. Clothes Agency suggests that all items are sent by registered post, so it should then be possible to track the item with the Post Office or Courier Company. Should any irresolvable problems arise (i.e. seller's failure to send items to you) contact us directly, including all details. Whilst Clothes Agency cannot accept responsibility for any items that have failed to arrive, help will be at hand to try and help you resolve the problem. Remember to reflect your purchasing experiences via Members feedback!
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

The item I received was damaged in the post, what do I do?
Prior to purchasing an item, you should check the seller's returns policy. If an item has been insured, a claim may be made through the correct channels. If no insurance has been put in place, Clothes Agency unfortunately cannot accept liability for damaged or missing items and the matter will have to be resolved through yourself and the seller. Remember to reflect your purchasing experiences via Members feedback!
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

The item I received was incomplete, what do I do?
Should an item be incomplete, please contact the seller immediately upon receipt and request the missing items, it may well be a genuine oversight! Should any problems arise, please contact us directly, giving full details. Clothes Agency is unable to accept responsibility for missing items, but will always help where possible. Remember to reflect your purchasing experiences via Members feedback.
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

I've been sent the wrong item, what do I do?
Should you have been sent the wrong item by mistake, please check your purchase confirmation first and then contact the seller advising them of the situation and attaching their confirmation advice. We all make mistakes and the matter should be resolved quickly. Remember to reflect your purchasing experiences via Members feedback!
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

I've received the item and am unhappy with it, what do I do?
Members should check each seller's returns policy prior to confirming a purchase to avoid any issues arising after the sale. Should you really be unhappy with your purchase, you should contact the seller. If their policy stipulates that returns are accepted, then they are obliged to keep to that agreement, however if there is a no returns policy in place this may be impossible. On the other hand, a kindly seller may well be prepared to accommodate your wishes, but no guarantees can be given!
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

I've received an item that I believe to be counterfeit, what do I do?
If any item described as 'designer' appears to be counterfeit, please notify Administration immediately. Any Member found to be knowingly falsely representing items may be removed from The Site. For further information, see Suspension or disqualification and Terms & Conditions. Please note: There are some sellers who may sell items that are 'in the style of' or 'based upon' a specific designer. Be sure to read the descriptions carefully to avoid disappointment!
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

I've returned an item and have not received the agreed refund, what do I do?
If you agreed on a returns policy prior to purchasing the item, then the seller is obliged to refund any monies due. Should you have not received a refund when due, contact the seller to remind them (it may be an innocent oversight!) and if this does not work, please contact us. Whilst Clothes Agency cannot accept responsibility, help is always at hand where possible and if deemed to be behaving badly, a member may be reviewed and could be removed from The Site. Please see Suspension or disqualification and Terms & Conditions.
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

I've seen an item for sale that I feel infringes the Terms & Conditions of the Community - what do I do?
Clothes Agency expressly prohibits behaviour like this, of any description. Should you have received anything, or seen anything listed that you believe to be inappropriate, please contact us, giving as much detail as possible. This may result in Suspension or disqualification. See Terms & Conditions for more details.

I've received an unsolicited Email, what do I do?
It is strictly forbidden for any of our Members to solicit or send SPAM mail to any other Members. It is also strictly forbidden to make any unsolicited offers of other items for sale unless they are directly listed on Clothes Agency. Please inform us immediately! Our Terms & Conditions clearly state that this may result in Suspension or disqualification.
NB: Clothes Agency further recommends that copies of all such correspondence in relation to the above are stored and forwarded to The Site to enable us to launch an investigation.

I've had a problem with another Member, what do I do?
Whilst the spirit of the Site should always be maintained, there may be the odd occasion when a Member is seen to be behaving in an aggressive or otherwise unpleasant manner. Please contact us if this happens your complaint will be reviewed. If upheld, their activities within the Site may be compromised and could result in Suspension or disqualification. Members also have the opportunity to award Members feedback, which can also show negative feedback (black stars) if a Member has acted in a way that demeans the Community. Please remember that once feedback is awarded, it cannot be removed.
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

How may I show my appreciation of a good seller?
If you would like to reward a Member, The Site encourages Members to reflect their positive experiences within the Members feedback scheme. It's always good to give praise where it's due!

I've been awarded unjust Feedback from another Member, what do I do?
Should you receive Feedback that you feel is unjust, please Contact Us and an investigation will be completed. If it is deemed the feedback is unfair, it will be edited and a caution could be given to the Member involved.
NB: Clothes Agency further recommends that copies of all correspondence in relation to any transaction are stored until it has been completed to the satisfaction of both parties.

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