Frequently asked questions

This platform is a resale marketplace where you can buy and sell pre-owned Stuart Trevor products. It is managed by our technology partner Brandback.

If you have any questions that are not answered here, please email stuarttrevor@brandback.shop.

Why buy second hand?

Buying second-hand clothing offers the opportunity to significantly reduce your environmental impact. By buying used items that are sent directly from seller to buyer, the CO2, waste and water footprint of an item is reduced by up to 80%. Thank you for helping us protect the environment.

For buyers:

WHAT SHOULD I DO WHEN I RECEIVE MY ORDER?

Please check your order carefully when you receive it and make sure that everything matches the description. If you are satisfied, please confirm receipt. If you have any concerns, please contact our customer care team within 72 hours of delivery at: stuarttrevor@brandback.shop. Once 72 hours have passed, your purchase is final and cannot be returned.

WHAT HAPPENS IF MY SHIPMENT IS NOT DISPATCHED ON TIME?

If your item is not shipped within 6 working days of purchase, you can cancel the order and receive a full refund.

WHAT HAPPENS IF MY ITEM IS DAMAGED?

If your item arrives damaged or does not match the condition described in the item description, you can open a dispute within 3 days of receipt. To do so, contact our customer service team, describe the problem and send us photos. If it is confirmed that the item was misrepresented, you will receive a return shipping label by email. Once you receive the label, you have 6 working days to return it – after that, a full refund will be issued.

WHICH CASES ARE COVERED FOR DISPUTES?

A dispute is possible within 72 hours if the item received is significantly different from the photos or description in the original listing. In such cases, Brandback will review the situation and find a solution.

Here are some examples of ‘significantly different from the description’:

• Wrong sizes
• Wrong colours
• Counterfeit items
• Severe damage to the item
• Severe wear or defects that were not listed
• Wrong item
• Missing parts

The following are not considered ‘significantly different than described’:

• Minor damage noted in the product description
• Material looks different than in the pictures
• A matter of personal taste for the buyer

CAN I RETURN AN ITEM?

There are no returns for listings from private sellers. Such purchases are final. If an item is sold by a business seller, it will be marked as such on the listings page and it will include returns information.

CAN I CONTACT THE SELLER?

Direct communication between buyers and sellers is not possible. If you have any questions, please contact stuarttrevor@brandback.shop.

For sellers

HOW CAN I SELL AN ITEM?

Step 1: Upload an image of your item

Step 2: Choose from the suggestions or search our database

Step 3: Select the size and describe the condition of the item

Step 4: Agree to the price and terms

Step 5: Review your listing and confirm it

IN WHAT CONDITION MUST MY ITEM BE TO BE SOLD?

We only accept items in good, very good or unworn condition. We cannot accept items with major rips, stains, missing or broken buttons, or damaged zips.

CAN I SET THE PRICE?

Yes. We'll show you a suggested price, which you can adjust within a set price range.

HOW SHOULD I PREPARE MY ITEM WHEN IT'S SOLD?

If you are selling an item of clothing, make sure it is freshly laundered or dry-cleaned. Check all pockets for any remaining items.

WHAT PACKAGING SHOULD I USE?

Choose a packaging that fits the size and shape of your item while also protecting it well.

HOW DO I SHIP MY ITEM?

After your item sells, you will receive a prepaid shipping label via email. Carefully pack your item, attach the label to the package, and drop it off at the nearest shipping location.

HOW LONG DO I HAVE TO SHIP IT?

After your item has been sold, you will receive a shipping label by email. We recommend that you ship the item within 3 days of receiving the label. If you do not ship the item within 6 business days of receiving the shipping label, the buyer may cancel their purchase.

WHEN WILL I RECEIVE MY PAYMENT?

You will only receive payment for your item after it has been approved by the buyer. After delivery confirmation by our shipping partner, the buyer has 3 days to accept the item. Once the buyer has accepted the item, we will release the payment – you can then choose between a cash payment or a voucher. Voucher payments are made automatically after the 72-hour acceptance period has expired. Cash payments usually require a few additional working days.

WHERE CAN I USE MY VOUCHER CODE?

Voucher codes can only be redeemed for purchases on the official main website of our partner brand. They are not valid on the second-hand marketplace or other third-party marketplaces.

IS MY SHIPMENT INSURED?

Once your item has sold, we will email you a pre-addressed shipping label that you can stick on your package. If you use this shipping label and the package is scanned into our shipping partner's tracking system, you are covered up to €500 if the item is lost in transit by the shipping company.

WHAT HAPPENS IF A BUYER DISPUTES AN ITEM?

When a buyer reports an issue with their order, we'll ask them to upload details and photos for their return request. Our team will carefully review the case and offer a resolution. If you misrepresented the item, e.g. by not disclosing damage, you won't receive a payout and the item will be returned to you.

HOW ARE THE PLATFORM FEES CALCULATED?

Brandback deducts a fee of 30% of the selling price (excluding shipping costs). The rest is paid out to you.

About Brandback

WHO IS BRANDBACK?

Brandback is the service provider that develops and operates the marketplace. For more information, please visit the Brandback website at: brandback.de