What if the piece isn't as described (SNAD)?

If the piece arrives and the condition, size, or material is materially different from the listing — open a SNAD claim within 24 hours of delivery. The photos you file with that claim are your evidence baseline.

If we uphold the claim, you're refunded in full, including the delivery fee, and the seller funds the return leg. If we determine the piece does match the listing (e.g. you describe normal pre-loved wear that was photographed and disclosed), the purchase stands.

For suspected counterfeit on luxury items (Hermès, Chanel, Cartier, etc.), we authenticate through a third-party specialist — your money stays frozen in escrow while the check runs. A counterfeit finding is a full refund — you don't send the piece back to the seller; we arrange its collection — and the seller's account is flagged for review.