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FAQS

If your query is not answered below, please   Contact Us

1. WHAT IS THE DIFFERENCE BETWEEN A INDEPENDENT SELLER'S ACCOUNT AND V.I.P.'S ACCOUNT?

A regular seller account is an account where a seller is selling their own items. In other words, as a holder of this account, you are in charge of listing the item, sending the item to a buyer and dealing with all inquiries. You are the first and the main contact for a buyer. Please review our Terms and Conditions for further information.
There are two tiers of independent sellers:

Professional Seller
Operating as a boutique selling through Hewi online.
Operating as a business using the platform to sell items purchased wholesale, as end of line stock or in bulk for the intent of making a profit from reselling Sellers selling on behalf of others and making a profit.
Selling Multiple items brand new and unused in different styles and sizes.

Individual Seller
Selling their own personal items or unwanted gifts.

VIP
VIP items are sold and managed by HEWI on behalf of a private seller. These items are photographed, stored and shipped from our offices in London and HEWI Admin handles all queries and sales directly. If you would like to apply for VIP status, please complete our VIP application form from the VIP page.

2. HOW DO I START SELLING ON YOUR WEBSITE?

a) You need to register and carefully read our Terms and Conditions.
b) Make your title descriptive enough. Please start with designer name (e.g. Chanel black clutch) so that includes all the keywords that are relevant to the item you are selling. Thus, you will attract more buyers.
c) When considering prices please keep in mind the following points; condition, desirability, age and check similar items for guidance.
d) In your listing, please be honest about the condition of the item. If the item has marks or is slightly damaged, it needs to be stated it in the listing, or better yet take a photo of it. Please include as much detail as you can, especially measurements and size information, as it is more likely that someone will buy from you.
e) It is at HEWI's discretion to allow or disallow seller's asking price.
f) Once your item has been purchased and you have you have received confirmation of payment from HEWI, please post the item via tracked insured postage and enter this information in your account for the buyer to see. Also, please mark your item as posted; ONLY when has actually been posted, this informs both buyer and admin. Please check messages regularly.
g) payment will be processed 7 - 14 days from the marked postage date, dependant on your sellers status and location. Professional sellers must comply with HEWI's 14 days returns policy, therefore payments will only be processed after this period. For more information please consult our terms and conditions.

3. WHICH ITEMS ARE ALLOWED TO BE SOLD ON HEWI?

We accept designer articles that are unworn, in very good condition or with minor defects.
The most important thing is the authenticity of all items listed on HEWI, and therefore the seller needs to be sure of the authenticity before listing.
In addition to this, all items will be screened by our team before being set live. All HEWI clothes should be dry-cleaned before listing.
If you are unsure that your item is suitable for HEWI, or if you have any questions about selling on our site, please do not hesitate to contact us.
For advice on which brands we allow on hardlyeverwornit.com, please see our designer list.
If the designer of your item is not listed, please see our sister site www.hardlyeverhighstreet.com for our high end of the high street items.

4. HOW DO I START A BOUTIQUE ON YOUR WEBSITE?

Boutiques are by invitation only. However, we will consider your application.
Please bear in mind, the purpose of HEWI is not to promote your website; it is to offer our buyers exclusive items at unique prices.

5. HOW DO I LIST AN ITEM MYSELF?

Register on HEWI which automatically gives you an account.
Go to your account, Simply click "sell" and follow the simple steps.
Please give as much information about the item as possible in your listing, as this will help ensure a quick sale! Once you have completed your listing, press confirm and your item will come to us for approval to go live.

6. HOW DO I BECOME A V.I.P SELLER?

Please go to a VIP service and complete the VIP service form. After you filled out the application form and we have the application, we will then contact the V.I.P. seller and arrange collection. We will list, deal with all inquiries and dispatch your items for you, and you will be paid monthly or after the sale of each item. If you wish to have your items returned at any point, we charge a fee of £25 per item to cover our costs.

7. HOW TO DEFINE THE STARTING PRICE?

When contemplating prices please keep in mind the following points; condition, desirability and age.

8. WHAT DO YOU CHARGE?

There is no charge for registration and listing. We take 18% of the price paid for your item (plus VAT on commission), and you receive the full postage amount paid. For example, if you sell an item for £100, we will charge you 18% commission which equals £18, the VAT is then charged on that £18 to equal £21.60 (£18+£3.60). Therefore, the total amount you will be charged is £21.60. There are not complicated and hidden costs. Minimum commission is £15 on any item plus VAT on commission when applicable. If you are V.I.P. seller, our commission is 35% (Minimum commission is £25) plus VAT when applicable. If the V.I.P. seller would like the items to be returned there will be a minimum charge of £25 per item to cover our listing services plus any costs incurred in returning the items to V.I.P. seller.

9. WHAT IS VAT?

VAT is a tax that's charged on most business transactions/services in the UK. Standard VAT in the UK is 20%.
If you would like to find out more about the VAT please visit the following website: http://www.hmrc.gov.uk/vat/start/introduction.htm#1

10. HOW LONG WILL IT TAKE FOR MY LISTING TO BE APPROVED?

Your item will be reviewed within 24hrs, and we will contact you if there are any issues regarding your listing.

11. CAN I EDIT MY LISTING?

You can edit all details and add/change images with no interruption to the auction. The alterations will be checked over by our administration team. If you have any issues, please contact us and will we happily explain the process in more detail or edit the item for you.

12. HOW CAN I DONATE TO A CHARITY?

When you are listing an item, there is an option to donate to charity. Please select which charity you would like to donate to and enter a percentage. The minimum is 5%.

13. HOW LONG WILL IT TAKE TO SELL?

The period of time it takes for your item to sell depends greatly on the quality of your listing. The more detail that is given, the more comfortable the buyer will be with purchasing the item. If your items does not sell within one month, we suggest that you review your listing and perhaps lower your prices.

14. HOW DO I SHIP THE ITEM(S) TO THE BUYER?

Before posting your item(s), please make sure that your item is in accordance with your listing description. We ask all sellers to post their items via tracked postage and with an adequate insurance, and in the UK we require that items be sent via Royal Mail Special Delivery. Once items have been posted, sellers must enter the tracking number they receive into their account when setting the item as posted. Without a legitimate tracking number we will not be able to pay sellers as this is our protection against dishonest buyers. All items in the EU or within your country should be delivered within 7 days and outside EU within 14 days.

15. CAN I RETURN MY ITEM?

The returns policy will vary depending on the status of the seller. All professional sellers accept returns however if the item is as described it is the buyer's responsibility to cover the postage cost. When purchasing from Individual Sellers, please note that they are not obligated to accept returns and we would advise you to contact the seller prior to purchase to ask any further questions you may have. You can see the seller's status on each item page.

16. WHEN DO I GET PAID?

Professional Sellers:
Professional sellers must comply with HEWI's 14 days returns policy, therefore payments will only be processed after this period.
For more information please consult our terms and conditions.
You will be paid earlier if the buyer marks the item as received in their account.
Individual Sellers:
You will be paid for an item either within/or 7 days from the postage date if you are within the EU or your own country, or within/or 14 days outside the EU.
You will be paid earlier if the buyer marks the item as received in their account.
All:
If your buyer informs us that an item has not arrived then payment will be held until it has arrived.
It is the seller's responsibility to contact the postal service they have used to track down undelivered parcels.
It is our policy to pay new sellers via Paypal for their first 5 sales.
This is an online security procedure and as soon as sellers have been paid for their first 5 items, we will be happy to pay them via whichever method they prefer.
If Paypal does not operate in your country and wish to be paid via another method before this time, please contact Admin directly and we will assess this on a case by case basis with pleasure.
Sellers will be liable for all costs relating to payment transfers.

17. HOW DOES PAYPAL WORK?

PayPal is a payment system that most sellers and buyers online prefer. It uses the latest in safety technology, and allows buyers to pay sellers instantly.
Buyers love it because it is free for them to use and they can send money anywhere in the world. Sellers love it because there are no set-up costs, it makes international trading simple, and it is a quick, safe and traceable way of receiving funds from anywhere in the world.
It is free to set up a PayPal account, and you pay a small fee each time you receive funds. Find out more about PayPal, or sign up for PayPal now.

18. DOES MY PAYPAL ACCOUNT NEEDS TO BE SPECIALLY SET UP?

You can use a credit or debit card to pay as a guest of PayPal.
This can be done 8 times before PayPal require you to set up a PayPal account.
On HEWI you can also pay by bank transfer and be paid by bank transfer.
Preference is set in their account and accounts will pay you in the manner requested.
New sellers will be paid via Paypal for extra security.

19. HOW MUCH SHOULD I CHARGE FOR SHIPPING COSTS?

HEWI recommends sending all items via tracked and insured postage.
Tracking includes varied levels of insurance.
Please check these with your postage provider.
The best way to determine your postage cost is by viewing prices on the postal services websites or directly contacting them.
Recommended services include; Royal Mail, DHL, Parcel Force, Hermes, UPS, Collect+.

20. WHAT SHOULD I DO IF SOMEBODY ASKS FOR A REFUND?

The returns policy will vary depending on your seller status.
All professional sellers must comply with HEWI's returns policy.
If the item is as described it is the buyer's responsibility to cover the postage cost however, if the item was incorrectly described or not fit for purpose it will be the Seller's responsibility to cover the cost of postage.
If you are an Individual Seller, you are not obligated to accept returns however we advise you to consider the option to offer returns as it may help increasing sales. You have the option to choose your returns policy within your accounts setting.

21. WHAT CONSTITUTES A PROFESSIONAL SELLER?

Sellers operating as a boutique selling through Hewi online.
Sellers operating as a business, using the platform to sell items purchased wholesale, end of line stock or in bulk for the intent of making a profit from reselling.
Sellers selling on behalf of others and making a profit.
Sellers selling Multiple items brand new and unused in different styles and sizes.

22. WHERE TO SEE THE NATIONAL TRADING STANDARDS REGULATIONS?

You can access the national trading standards regulations at:
https://www.tradingstandards.uk/consumers/support-advice
https://www.gov.uk/accepting-returns-and-giving-refunds