Terms & Conditions for Buyers

General Terms and Conditions for the PRELOVED PERFECTION website

Owned by founder and managing director Gail Rolfe, PRELOVED PERFECTION offers the provision, marketing and sale of second hand and preloved designer fashion for private sellers, primarily via the website operated by PRELOVED PERFECTION, www.prelovedperfection.com, but also via other distribution channels such as Instagram.

The following Terms & Conditions apply to customers buying from the PRELOVED PERFECTION website.

If you would like to use PRELOVED PERFECTION to act as an agent to sell your item, please refer to our terms & conditions for sellers.

1. Registering as a user

The use of the services on the PRELOVED PERFECTION website requires sellers and buyers to register as users and to create a user account associated with said registration. There is no entitlement to the registration of a user account. A user account is non-transferable. A seller or a buyer can create one user account only. Registration is free and is carried out by opening a user account. Depending on the use as a seller or buyer, there are different rights and obligations for the respective user. For sellers, the additional Terms & Conditions for Sellers apply. If the Seller-Terms stipulate provisions with the seller, which contradict the provisions stipulated in these Terms, the former take precedence. The information requested by PRELOVED PERFECTION during registration must be indicated in full and to the best of the user’s knowledge. This includes first and last name,  current address, a valid email address and telephone number.

In each individual sales process between the users, PRELOVED PERFECTION acts as a representative with authority to conclude a contract for the respective seller (represented by PRELOVED PERFECTION as the seller’s representative), who, upon concluding the sales contract with the buyer, sells and assigns the immediately due claim against the buyer to PRELOVED PERFECTION without recourse (i.e. without a basis for recourse on behalf of PRELOVED PERFECTION against the seller in the event of the buyer’s lack of credit worthiness). Details can be found in the Terms & Conditions for Sellers. In exceptional cases PRELOVED PERFECTION has the right to offer and sell items of their own on the website.

2. Buying a sales item; conclusion of contracts
The listing and presentation of a sales item on the PRELOVED PERFECTION website is solely a request for a buyer to submit an offer. 
To purchase a sales item on the PRELOVED PERFECTION  website, a buyer registered at PRELOVED PERFECTION  can click the “add to basket” button, to place said item into his or her shopping cart. A shopping cart can contain sales items from one or several sellers and at the same time. This is the first step of the buying process and not binding on any of the parties. Before the buyer submits a binding offer, the buyer has the option of reviewing all information he or she provided and the sales items placed in the shopping basket and if necessary, of correcting and/or removing sales items out of the shopping basket. The user does not place a binding offer until clicking the “Buy” button. Following this, the buyer receives a confirmation of the receipt of his or her offer to buy. This confirmation does not constitute an acceptance of the buyer’s offer by PRELOVED PERFECTION on behalf of the seller.

The sales contract between the buyer and the seller is only concluded when PRELOVED PERFECTION  expressly declares the acceptance of the buyer’s offer on behalf of the seller by sending the buyer a shipping confirmation.

Until the buyer has received the acceptance of his or her offer to buy, the buyer can cancel said offer at any time and without stating reasons by informing PRELOVED PERFECTION by email to customercare@prelovedperfection.com. The buyer’s offer can be refused without stating reasons. In this case, PRELOVED PERFECTION will inform the buyer of the non-acceptance of his or her offer via email. The buyer can find information about the current status of his/her purchases or offers in his/ her user account.

Once an item has been on sale for more than 28 days, a potential buyer may contact gailrolfe@prelovedperfection.com and suggest a new, lower purchase price without any commitment. This offer will then be suggested to the owner.

If a price proposal is accepted, this corresponds to an offer at the new purchase price for the respective potential buyer. The potential buyer then has 7 days to buy the item or to let the offer expire. If the proposed price is not accepted the price proposal expires. During this period, the item remains available to other buyers at the original price on the PRELOVED PERFECTION website.

The buyer understands that PRELOVED PERFECTION is an agent and any excess of the ultimate selling price over and above the price agreed with the owner is retained by PRELOVED PERFECTION as commission; at no point is title transferred to PRELOVED PERFECTION, but remains with the owner throughout. 

3. Prices; payment terms; payment of the purchase price

All prices shown on the PRELOVED PERFECTION website for an item are final prices in POUNDS STERLING including the respectively valid and applicable VAT and excluding corresponding shipping costs. The respective shipping costs can be found on the page 'Delivery & Shipping' and apply at the time of contract conclusion.

PRELOVED PERFECTION  currently offers the buyer the following methods of payment: Credit card (Visa/MasterCard/American Express) and Paypal. PRELOVED PERFECTION uses the SHOPIFY system for payment processing and does not accept direct payments from the buyer.

The buyer can choose from the listed payment methods. PRELOVED PERFECTION reserves the right to add other payment methods in the future or to refrain from using payment methods, which it currently offers.

Given that the seller’s claim against the buyer in regard to the purchase price of the sales item is assigned to PRELOVED PERFECTION with the conclusion of the sales contract, the buyer is entitled and obligated to solely render payments to PRELOVED PERFECTION  or to an individual designated byPRELOVED PERFECTION. The method of payment chosen by the buyer defines the more detailed payment arrangements of the purchase price (plus shipping costs).

4. Shipment of the sales item; delivery periods; shipping costs; deliveries to a member state of the European Union
After accepting an offer to buy a sales item, said sales item is usually shipped within the next 1-5 working days after the payment has been made. Delivery time within the UK usually amounts to not more than 5 working days.  As a basic principle, the delivery of a sales item is only made to the delivery address indicated by the buyer in his or her user account. Deviations from said address must be stipulated separately with the customer care team at PRELOVED PERFECTION. 

Please note that we do not ship to P.O. boxes, third-party international shipping companies, or freight forwarding companies and require an home or business address for all shipments.

The PRELOVED PERFECTION website details the cost of the item and the additional shipping costs. Any duty or taxes may be added at the time of delivery. International customers will be responsible for payment of any applicable duties when the order arrives at its destination.

In an effort to protect our customers and avoid fraud, we will only ship your order to the credit or debit card billing address. If you require shipment to an alternate address, such as a work address, PRELOVED PERFECTION reserves the right to require the following as proof of identification:

  • Two valid forms of photo identification that include the name, photograph and signature of the cardholder. Valid forms of identification include a valid passport or driver’s license. At least one proof of identification must include the same address as the one entered during the order process. Without two forms of identification and at least one of the forms showing the recipient’s address, we will be unable to process your order.
  • A copy of the original credit card used to make the purchase. Please provide a copy of both the front and the back of the card, so that we are able to clearly see the card number, name on the card and the signature.

5. Complaints
The buyer can - without affecting his/her other rights (in particular regarding possible warranty claims against the seller), also contact the following email address , (customercare@prelovedperfection.com), in the event of complaints regarding sales items he/she, has purchased. PRELOVED PERFECTION reserves the right to inform the respective seller of the complaints it has received and request the seller to respond accordingly. PRELOVED PERFECTION will then inform the buyer of the seller’s response. If an understanding between the buyer and seller cannot be reached in this manner, PRELOVED PERFECTION  can also, with the agreement of the buyer and seller, suggest a reduced purchase price and ask the buyer and seller to agree to this reduced purchase price. If the buyer and seller agree to the reduced purchase price, any already overpaid difference will be refunded to the buyer.

6. Warranty; statute of limitations; liability

PRELOVED PERFECTION does not grant any warranty for defects for sales items sold by PRELOVED PERFECTION for a seller. The respective seller is solely responsible in this respect. Furthermore, PRELOVED PERFECTION does not issue any guarantees.

7. Blocking and limitation
On the basis of justifiable interest, PRELOVED PERFECTION reserves the right to block or limit the user’s user account and/or selected or all sales items, e.g. in the event of suspected fraud or another breach of these Terms, without prior warning, temporarily or indefinitely and in doing so, to completely or partially exclude the user’s further use of the website. Blocking automatically leads to an exclusion to create more accounts at PRELOVED PERFECTION.

PRELOVED PERFECTION has the right to limit access to the website, completely or partially, temporarily or permanently for individual users or in general or to shut down the website at any time. This particularly applies to cases of improper use of the website by a user, as a defence against malware and other dangerous instruments (e.g. Trojans, viruses) as well as for the protection of its own interests.

8. Operation and availability
The PRELOVED PERFECTION website is operated and maintained through Shopify. PRELOVED PERFECTION will strive to make the website available to the users as well as the public with an annual availability average of 95%. Downtimes, which are used for the improvement, redesign and/or optimisation of the website (e.g. software updates, improvement of security, redesign or optimisation of the content and presentation) and technical measures (e.g. server maintenance) are not taken into account for the aforementioned annual average. The user is not entitled to  PRELOVED PERFECTION making the website available at all times and/or without any alterations.

9. Data privacy
We comply with the legal requirements when collecting, storing and processing the user’s personal data. Details can be found in our PRIVACY POLICY.

10. Returns Policy

We want you to be totally happy with your shopping experience and the goods that you have purchased. However, if you are not satisfied with your purchase, you may return the item(s) at your own cost providing you follow the procedures outlined below:

  • Within 14 days of receipt of the order.
  • The plastic security tag and label must remain undamaged and attached to the item. If these security items appear to have been tampered with, we reserve the right not to accept the return on the grounds that the product has been used.

If the procedures have been observed we will then offer three return options:

1. A full refund for your purchase (except for any items that have been reduced from the original price during a promotional sale period.
2. A credit can be held against your account for the period of one year. 

3.  The opportunity to exchange your item for another item available on the PRELOVED PERFECTION.com website.

NOTE: All refunds will be issued in their full amount minus the cost of any shipping charges incurred by PRELOVED PERFECTION


Important: the plastic security tag and label must not have been removed or  damaged.

However, if you are not satisfied with your purchase, you may return the item(s) at your own cost providing you follow the procedures outlined below:

  • Within 14 days of receipt of the order.
  • Items should be returned unused, with all PRELOVED PERFECTION garment tags and, where relevant, with original designer garment tags still attached. If these security items appear to have been tampered with, I reserve the right not to accept the return on the grounds that the product has been used.
  • Returns that are damaged, soiled or altered and not in the same condition when sold will not be accepted and will be sent back to the customer at your expense.
  • Where included any designer packaging such as original boxes, authenticity cards, or dust bags must be included with your return.

If the procedures have been observed we will then offer three return options:

1. A full refund for your purchase (except for any items that have been reduced from the original price during a promotional sale period.
2. A credit can be held against your account for the period of one year. 

3.  The opportunity to exchange your item for another item available on the PRELOVED PERFECTION website.

As I pay third-party clients please contact us as soon as possible within the allowed time frame if you do wish to return an item.

NOTE: All refunds will be issued in their full amount minus the cost of any shipping charges incurred by PRELOVED PERFECTION

Important: the plastic security tag and label must not have been removed or  damaged.

How to return an item:
Step 1:
You don't have to contact us if everything is simple and uncomplicated, but if you wish to discuss anything please either contact our customer service via email or telephone to let us know what you are returning: customerservice@prelovedperfection.com or 07885 967835
Step 2:
Please complete the Returns paperwork provided to list which item(s) you are returning and please complete the Reason For Return section. Your feedback is very welcome.
Pack your items carefully and appropriately to ensure no damage occurs during the return shipping process using the original packaging. All items must be protected and secure whilst in transit. PRELOVED PERFECTION cannot accept liability for any loss or damage to items as a result of poor, insecure packaging. Please ensure that any authenticity cards and dust bags are included. All items must be returned in their original condition with the PRELOVED PERFECTION security tag and label intact. Any returned items that are not in their original condition and/or missing said security tags will be returned to you and no refund will be issued. 
Step 3:
Please ship the item(s) back to PRELOVED PERFECTION, 22 Grange Road, Alresford, Hampshire SO24 9HB. All item(s) must be returned using "Signed For, Recorded Delivery," within 14 days of receipt. It is recommended that you purchase shipping insurance for the return shipment. You will be responsible for any items that are lost or damaged in the return shipping process. Any items not returned within this time frame, or that are damaged, or lacking the required  security tag and label will be rejected, and you, as the customer, are then responsible for any costs associated with shipping said item(s) back to you.
LATE RETURNS. If there are exceptional circumstances, late returns may be accepted at the discretion of the owner. Please email: gailrolfe@@prelovedperfection.com or telephone 07885 967835.
Step 4: 
The refund or ‘on account’ credit  will be issued for the original total purchase amount, less any shipping and handling fees that you were charged or that were incurred by PRELOVED PERFECTION, (as in the case of free shipping). All refunds will be returned using the original payment method. In the case of 'on account' credits, these will be held on your  account and can be used for subsequent online in-store purchases for a period of one year from the date of issuance. In the case of an agreed international purchase, refusal to pay customs and excise fees upon delivery will results in additional return shipping charges. In such cases, you, as the customer, will be responsible for any additional charges incurred by PRELOVED PERFECTION.

If you have any further questions please contact our customer care team by emailing customercare@prelovedperfection.com 

We have made every effort to display the colours of the products that appear on PRELOVED PERFECTION as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.

Clothing: Please take care trying on items as all products must be returned in the same condition as when purchased, with all PRELOVED PERFECTION, and, if relevant, designer garment tags still attached. Please do not wear make-up when trying on items, especially those of a light colour. 

Handbags: Please handle light coloured bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing, such as denim, can transfer dye to light coloured bags.

Shoes: When trying on new, unworn shoes, please stand on carpeted surfaces in order not to scratch the soles, and do not damage the shoe box. Returns must also include the dust bag and original box, where relevant, as these are considered part of the product. Please place the shoe box inside the original external packaging box in order to prevent damage during shipping.

Receiving  a refund: Your refund will be credited to the original payment method. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.

Please contact our customer care team by emailing customercare@prelovedperfection.com, or if you have any further questions call us on 07885 967835 




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