Frequently Asked Questions

Purchasing Return Guarantee allows you the option to return final sale items within 7 days of delivery, through our partner, XCover. Returned items are shipped directly to our partner XCover.

What am I covered for with XCover Return Guarantee?
If you have purchased Return Guarantee, you are eligible for a full refund of the item value (including sales tax; excluding original shipping cost and Return Guarantee cost) within 7 days of delivery of your item. Returned items must be unused and in the same condition as purchased.

With Return Guarantee, you can return your item for any reason, including the below:

• You change your mind
• The item doesn’t fit as you had intended
• You simply don’t like the item

What’s not covered?
If you purchased Return Guarantee, you may not be covered:

• If you do not make a claim for your return within 7 days of delivery
• If XCover does not receive your return within 7 days of providing the return shipping label
• If the item is in a different condition than it was purchased

See the terms and conditions for further details.

How does the return process work?

Start your claim: To begin the return process, you will need to login to your XCover account, select the item you would like to return and then select ‘Make a Claim’. You will need to input the reason for your return and submit a photo of your item.

Your claim is assessed: After you submit your claim, it is reviewed by the XCover team and a shipping label is sent to you upon approval. This portion of the process typically takes 1-3 business days.

Receive your shipping label: You will have 3 days to ship your item to our return partner, XCover, using the shipping label provided. Items must be received by XCover within 7 days of receiving the shipping label or the claim may be denied.

After you ship your item: Once your item is received by XCover, they will inspect your item in person to ensure it is in the same condition as when it was purchased. This portion of the process typically takes 5-7 business days after your item is received.

Receive your refund: Upon approval, your claim will be finalized and you will receive a claim payout from XCover reimbursing you for your item. Your refund will be issued as a direct deposit to your bank account upon entering your details securely via the XCover portal.

Similar to a standard return process, claims are only denied when returns are not made within the designated time period or items are not received in the condition that they were purchased in.
You can also follow the steps in this helpful article to initiate your return.

How do I file a claim and initiate my return?
When you're ready to submit your claim and initiate your return, log in to your XCover Account, select the item you would like to return and then select ‘Make a Claim’. See the above section “How does the return process work?” for more details.

Where can I see my claim progress?
To check the progress of your claim status and view a complete history of emails from the XCover Claims Team, simply visit the XCover Claims Centre. You can also log in to your XCover Account and navigate to ‘Your Claim’.

How do I access my policy documents?
After purchasing XCover Protection, you will receive a confirmation email, and you will need to click the link to activate your account on XCover.com. The email confirmation is typically sent immediately, however, it might take between an hour and a day to receive your email.
Your policy information will be accessible in your XCover account. To protect your privacy, your XCover documents are not sent via mail.

Need help? If you can’t find any emails from XCover, this article contains instructions on how to solve related issues.

How do I log in to my XCover Account?
An account is automatically created for you when you purchase XCover Protection.
When you first visit XCover.com you will need to activate your account. This is an important step to make any future claim submissions hassle-free. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.
If you’ve already activated your account, simply log in using the email address you provided when completing the initial sign-up process to access your documents or make a claim.

How do I make a change, cancel or get a refund for my XCover Protection?
If you purchased Return Guarantee you can cancel before the associated product has shipped. Contact The RealReal customer service to cancel your order, and you will be refunded. After your product has shipped, Return Guarantee cannot be canceled.

How do I contact XCover?
If you have a general inquiry about your XCover Protection, most questions are answered in our Help Center. If you would like to know more about what’s covered by your XCover Protection, you can view your wording in your XCover Account.

All XCover customer inquiries are evaluated by email. You can reply to any XCover emails for a speedy response.

With Return Guarantee you can buy with peace of mind knowing you’ll have the ability to return final sale items within 7 days after delivery, through our partner, XCover. Returned items are shipped directly to our partner XCover. Learn how Return Guarantee works here. 

Product Protection is a warranty policy, with which you’ll be covered if something goes wrong after you buy your item, such as accidental damage, defects in workmanship, and more. Learn how Product Protection works and what is covered here. 

XCover’s protection plans are simple and hassle-free with instant payment of approved claims and their friendly support team can help you with any question.

Product Protection is a warranty policy, with which you’ll be covered if something goes wrong after you buy your item, such as accidental damage, defects in workmanship, and more.

What am I covered for with XCover Product Protection?
If you purchased Product Protection, you may be covered:

• For accidental damages, such as a cracked watch crystal.
• For defects in workmanship or mechanical failure.
• For loss or theft, depending on your country and protection terms.

For specific details about your protection, please log into your XCover Account to see what’s covered or access your plan wording for full terms and conditions.

What’s not covered?

If you purchased Product Protection, you may not be covered:

• For pre-existing damage that occurred prior to the effective date.
• For theft of misplacement (i.e. losing your item).
• For repairs covered by the manufacturer’s warranty.
• For fire damage.
• For any components that are designed for routine replacement such as batteries.
• If you do not provide documents requested by the XCover Claims Team.
• If you use the item in a manner other than that intended by the manufacturer or seller, or you breach their terms of use or usage guidelines.

For specific details about your protection, please log into your XCover Account to see what’s not covered.

How does repair and reimbursement work for XCover Product Protection?
Once your repair request is approved, we’ll send you an email with instructions on what to do next depending on your repair type.

For on-site repairs, our partner will contact you to arrange for a technician to repair your item on-site at your residence.

For depot repairs, our partner will contact you to arrange the shipment of your item to their facility to be repaired. Once your item is repaired, our partner will arrange for your item to be shipped back to you as well.

The repair costs will be covered by your protection up to the amount stated in your certificate, which can be found in your XCover Account.

If your item is beyond repair, depending on your protection terms, you may be eligible for a replacement or refund. Please check your wording and certificate in your XCover Account to see more details about your XCover Protection.

How do I access my policy documents?
After purchasing XCover Protection, you will receive a confirmation email, and you will need to click the link to activate your account on XCover.com. The email confirmation is typically sent immediately, however, it might take between an hour and a day to receive your email.
Your policy information will be accessible in your XCover account. To protect your privacy, your XCover documents are not sent via mail.

Need help? If you can’t find any emails from XCover, this article contains instructions on how to solve related issues.

How do I log in to my XCover Account?
An account is automatically created for you when you purchase XCover Protection.
When you first visit XCover.com you will need to activate your account. This is an important step to make any future claim submissions hassle-free. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.
If you’ve already activated your account, simply log in using the email address you provided when completing the initial sign-up process to access your documents, make changes to your protection, or make a claim.

When does my XCover Protection start and end?

If you purchased Product Protection, your coverage starts on the day of purchase and covers you for the period you selected during the purchase process. This is either two or three years following your protection purchase. You can find more information on your protection type and start and end dates in the certificate in your XCover Account.

How do I make a change, cancel or get a refund for my XCover Protection?
If you purchased Product Protection, you can cancel anytime. If you want to cancel before your product has shipped, contact The RealReal customer service and receive the refund through The RealReal. If you want to cancel after your product has shipped, log into your XCover Account and click ‘Cancel/Modify’ on the protection you’d like to make changes to or cancel to see what options are available. If you cancel within 30 days of purchase you are eligible for a full refund. After 30 days, you are eligible for a partial refund.

How do I contact XCover?
If you have a general inquiry about your XCover Protection, most questions are answered in our Help Center. If you would like to know more about what’s covered by your XCover Protection, you can view your wording in your XCover Account.

All XCover customer inquiries are evaluated by email. You can reply to any XCover emails for a speedy response.

Items received after 21 days of in-store purchase or original shipment date, or with the security tag missing or removed, are not eligible for return. The following items are not eligible for return: handbags, swimwear, luggage, beauty, items sold at 40% or more off the original list price, items listed in As Is condition and all final sale items. 

If you have questions regarding order return eligibility or need help regarding an item you purchased, please contact us by texting the word SUPPORT to 50347.

Many of our authenticators join The RealReal from the luxury brands like Tiffany & Co., Hermès, and Rolex, or auction houses like Sotheby’s and Christie’s, and possess a deep knowledge of the markers, materials, and craftsmanship that signifies a genuine product.

Our authenticators are tiered by counterfeit risk level. Every member of our authentication team receives specialized training on all categories of products they authenticate. At minimum, they receive 40 hours of training, including during onboarding, job shadowing, daily training sessions and quizzes.

All authenticators also participate in ongoing training sessions throughout their tenure to identify counterfeiting trends as part of our unrelenting commitment to stay ahead of counterfeiters.

It is essential to us that each employee receives the training they need to feel supported and be successful.

We have a rigorous, brand-specific authentication process that uses both human expertise and AI and Machine Learning. In addition, as the largest marketplace for authenticated luxury consignment, we have an extensive set of data — which serves as the backbone of our authentication process.

Many of the products in our possession will be run through TRR's proprietary authentication technology such as TRR Vision and TRR Shield, which looks at everything from the specifics of an item's construction to the liability of an item.

•Fine jewelry and watches are authenticated and appraised by our gemologists and horologists, and each piece comes with a valuation certificate. We even developed our own measurement device for mounted stones improves accuracy over conventional methods per our testing.

•Art items are thoroughly researched and validated by our team of fine art specialists.

Our team works diligently and is constantly innovating to ensure we maintain the highest standards and keep fraudulent products off the market.

*Brands sold on or through The RealReal (i) are not involved in the authentication of their products being sold through The RealReal and (ii) do not assume responsibility for any products purchased through The RealReal’s platform. Brands sold on or through The RealReal are not partners or affiliates of The RealReal in any manner.

We have developed the most rigorous authentication process in the resale marketplace.

•We are the only resale company in the world that authenticates every single item we sell—and there is no other resale company doing more to remove fakes from the market every day and put counterfeiters out of business.

•We have worked tirelessly to gain and maintain your trust by creating a safe, reputable marketplace for authenticated luxury consignment.

•We employ hundreds of experts and brand authenticators, including gemologists and horologists, who inspect thousands of items each day in our TRR Authentication Centers.*

•Our authentication process and all of our internal processes are changing constantly, driven by new technologies like TRR Vision and TRR Shield that use machine learning and AI.

•In-house innovations like TRR Vision and TRR Shield are created in the TRR Authentication Labs where experts in authentication, automation, artificial intelligence and machine learning collaborate to fight counterfeit products.

•We stand behind our business and importantly, if our customers aren’t happy, or if they ever question one of our products, we always make it right.

The RealReal has a fiduciary responsibility and is obligated by law to collect sales tax on orders shipped to U.S. jurisdictions that charge sales tax.

The RealReal has teamed up with designers across the fashion industry to support Fashion Girls for Humanity’s Gowns For Good Made in America initiative to provide PPE to frontline medical workers. A portion of The RealReal’s proceeds will be donated to Gowns For Good Made in America. All money donated will go towards the purchase of gowns made by small businesses in the fashion and garment industries in the US that have pivoted their factories to produce gowns for front-liners. The gowns will be distributed to the hospitals with the most need nationwide. For every $25 donated, one gown will be donated to a frontline medical worker. Shop the masks here.

You will receive an email notification including tracking information when your package has shipped. Orders placed after 12:00pm PT (3:00pm ET) will ship the next day. Unless otherwise indicated, all orders ship through UPS Ground and are expected to be delivered within 3-5 business days. Please be aware that orders with multiple items may ship separately. In these cases, you will receive email notifications and tracking information for each shipment. You can view the status of your order, obtain tracking information, and sign up for SMS notifications about your order in the My Purchases section under My Account. 

If you have a question regarding the status of your order, please contact us by texting TRR to 50347 & a client services specialist will text you back.

To return eligible items, you must request a Return Merchandise Authorization Number (RMA) within 14 days of in-store purchase or original shipment date, and return the item(s) within 21 days of in-store purchase or original shipment date. The following items are final sale: handbags, swimwear, luggage, beauty, and items sold at 40% or more off the original list price. Returns may be accepted if, after review by a TRR customer service representative, the item is identified to have been incorrectly described by The RealReal.

If you have questions regarding your item’s return eligibility, please contact us by texting the word SUPPORT to the number 50347.

Additionally, starting September 7 2022, all returns made in store will be subject to a $6.95 restocking fee, unless made while also making an in-store purchase. To request an RMA, visit the My Purchases section of your account on The RealReal.

To send a return, follow these steps (for international or Home/Art returns see below):

-Make sure your returned items meet the conditions of our Return Policy.

-Pack your return in a sturdy box with adequate padding to protect the item(s).

-Fill out the return portion of the Packing Slip enclosed with your order – be sure to include your RMA (Return Merchandise Authorization) number, name, and signature.

-Place the completed Packing Slip inside the package with your returned item.

-Affix the return address label (provided with your order) to the outside of your package. If you have misplaced your return address label, you can download and print a new one from the email you received with the subject line “RMA from TheRealReal for Order #,” or text SUPPORT to 50347 for assistance.

-Write the RMA number on the label or box.

-A prepaid shipping label is included with U.S. orders. If you choose to use this, $14.95 will be deducted from your refund amount. Or, you can take your return package to the shipping carrier of your choice.

-We recommend a return shipping method that allows you to track the package to make sure it reaches us. Because we cannot assume responsibility for packages lost or damaged in transit, we recommend you insure your package. Postage and insurance costs, as well as original shipping charges, are not refundable.

Ship Returns To:

The RealReal

Attention: Customer Returns

35 Enterprise Ave., Suite C

Secaucus, NJ 07094

International Returns: Customers are responsible for returning items. We do not provide an international shipping label for returns. However, if an item was received damaged or not as described, please contact customerservice@therealreal.com.

Home & Art Returns: Contact customerservice@therealreal.com to create an RMA or receive assistance in setting up a return.

Your store credits will be issued in USD. However, if you choose to purchase your order in an International currency and would like to use your site credit, we will convert your USD store credit to the currency you choose, applying that day’s exchange rate.

Promotional store credits issued through a marketing promotion will expire in 60 days or less. Site credits issued as a form of refund do not expire.

All mounted diamond and gemstone grading is performed in a manner consistent and in accordance with GIA standards. In accordance with those industry standards, stones are not removed from their mounting so as not to destroy the original setting. On that basis, all items are appraised and inspected by our certified gemologists.

All orders shipped outside of the United States are Delivery Duty Unpaid. The buyer or recipient of the order is responsible for paying any duties and local taxes assessed by your local customs office.

When your package arrives at your local shipping facility, they will send you an email indicating how much you owe for duties (if applicable). Payment is normally made online via credit/debit card. Your shipment is normally delivered one to two days after duties are paid.

While we cannot accept bids, you can add the item to your Obsessions page and we will send you an email when this item is marked down.

The RealReal’s new ReCollection program is an expansion of our work to keep luxury items in circulation, from our longstanding commitment to resale, to the addition of repairs services in our retail locations to help preserve apparel, accessories, fine jewelry and watches. ReCollection extends that work to address the large volume of goods that can’t live on in their current state and are at higher risk of being part of the garbage truck’s worth of textiles that are landfilled or burned every second. The program transforms unusable materials into new luxury pieces through upcycling, and innovates across categories and with partners throughout the fashion ecosystem. 

We kicked off our ReCollection program with the launch of ReCollection 01 (available to shop here), a collection upcycled by Atelier & Repairs created in partnership with A-COLD-WALL*, Balenciaga, Dries Van Noten, Jacquemus, Simone Rocha, Stella McCartney, Ulla Johnson, and Zero + Maria Cornejo.

Some of our most coveted items are not eligible for discounts based on current market value and demand. Items that do not qualify for discounts will have the phrase “Coupons and discounts are not available for this product” on their unique product pages. Only one promotional code can be used per order, and promotional discount codes cannot be combined with markdown items.

We have a rigorous, brand-specific authentication process that uses both human expertise and AI and machine learning. In addition, as the largest marketplace for authenticated luxury consignment, we have an extensive set of data, which serves as the backbone of our authentication process. 

Many of the products in our possession are run through proprietary authentication technology such as TRR Vision and TRR Shield, which look at everything from the specifics of an item's construction to its liability for counterfeit. We’ve also developed our own measurement device for mounted stones, which improves accuracy over conventional methods per our testing. 

• Fine jewelry and watches are authenticated and appraised by our gemologists and horologists. Each piece comes with a valuation certificate. 

• Art items are thoroughly researched and validated by our team of fine art specialists.

Our team works diligently and is constantly innovating to ensure we maintain the highest standards and keep fraudulent products off the market.

Items must be clean and wearable. We inspect each item carefully to guarantee quality, authenticity and condition. Each item is categorized as Pristine, Excellent, Very Good, Good, Fair or As Is.

Pristine
Items are new.
Fashion items include tags, box and dust bag. Jewelry items include box and/or pouch and may or may not include tags.

Excellent
Items are like new, without tags.
Fashion items are clearly unused. Jewelry may have been lightly handled. Tags are not attached and boxes or dust bags may not be included.

Very Good
Items show minor sign(s) of wear.
Clothing and shoes may show wear such as light markings or fading. Handbags and accessories may show wear such as lightly worn corners, light scratches and interior wear. Jewelry may show wear such as minor scratches, nicks and/or dents.

Good
Items show moderate sign(s) of wear.
Clothing and shoes may show wear such as moderate markings or creasing. Handbags and accessories may show wear such as worn corners, moderate scratches and interior wear. Jewelry may show wear such as moderate scratches, nicks and/or dents.

Fair
Items show heavy sign(s) of wear.
Clothing may show wear such as seam splitting or missing embellishments. Shoes may show wear such as discoloration or heavy scuffs. Handbags and accessories may show wear such as heavily worn corners, scratches and interior wear.

As Is
Items show extensive sign(s) of wear and may require repair.
Items show signs of wear such as heavily worn corners or discoloration. Items may have elements that require repair, such as broken hardware or small holes or tears.

*Many of our items come with original tags, boxes, dust bags and authenticity cards. When these are available, they will be mentioned in the item description.

If your item is approved for a return, we will issue you an RMA (Return Merchandise Authorization) number. When our authentication center receives your return, we will authorize a refund in the amount you paid, in the currency you paid, to the credit card or PayPal account you used. We cannot refund you in a different currency than the one you used to pay. We do not refund any fees or exchange rate changes charged by your bank.

Any duties or taxes paid for your shipment must be recouped through your local customs office. The RealReal does not collect international import duties or taxes so we are not able to refund them.

To return eligible items, you must request a Return Merchandise Authorization Number (RMA) within 14 days of in-store purchase or original shipment date, and return the item(s) within 21 days of in-store purchase or original shipment date. Handbags, swimwear, luggage, beauty, items sold at 40% off or more and items listed in As Is condition are FINAL SALE. Returns may be accepted if after review by TRR Customer Service the item is identified to have been incorrectly described by The RealReal. Additionally, starting September 7 2022, all returns made in store will be subject to a $6.95 restocking fee, unless made while also making a purchase. To request an RMA, visit the My Purchases section of your account on The RealReal.

If you have questions regarding order return eligibility, please contact us by texting the word SUPPORT to 50347.

Click here to learn more about consigning your items with The RealReal. Online and in-store purchases may be returned online (except non-member and cash refund returns which must be made in store). For online returns, you will receive a prepaid shipping label which you can use, if you choose, for a fee of $14.95. In-store returns are subject to a $6.95 restocking fee, unless made while also making an in-store purchase.

ITEMS NOT ELIGIBLE FOR RETURN
Items received after 21 days of in-store purchase or original shipment date, or with the security tag missing or removed, are not eligible for return. The following items are not eligible for return: handbags, swimwear, luggage, beauty, items sold at 40% or more off the original list price, items listed in As Is condition and all final sale items.

All items returned to TRR must include any collateral shown in the Product Description Page.

All items that cannot be returned may be sold with The RealReal (excluding beauty). Click here to learn more about selling your items with The RealReal.

To see our complete return policy, click here.

RETURN GUARANTEE
Purchasing Return Guarantee allows customers the option to return products that are otherwise final sale. Return Guarantee is available for bags only at this time. Swimwear, beauty, items sold at 40% or more off the original list price and all other final sale items are ineligible for the Return Guarantee service and may not be returned. Click here to learn more about Return Guarantee.

We update our non-USD prices daily, based on the previous day's exchange rate.

We ship both domestically and internationally:

DOMESTIC SHIPMENTS
We ship all orders to a United States address the following carriers:

• UPS
• UPS/SurePost
• DHL eCommerce
• OnTrac

An additional $5 fee will be applied to orders shipped to Hawaii and Alaska.

INTERNATIONAL SHIPMENTS
We ship all orders to an address outside of the United States via the following carriers:

• UPS
• DHL Express

We ship to over 60 countries.
For information on our domestic and international shipping options, click here.

When shipping internationally, we must comply with UPS shipping regulations and the regulations of the destination country. Some items may be restricted based on your address and you will be notified prior to purchase. For more information please visit UPS for country and territory regulations here.

Updates can be made to your account address book. However, once an order has shipped, you are unable to change the shipping address on the order. Please text TRR to 50347 or email customerservice@therealreal.com if you have further questions or need assistance.

We will send an email notification including tracking information when your package has shipped. You can view the status of your order, obtain tracking information, and sign up for SMS notifications about your order in the My Purchases section under My Account.

The RealReal requires a signature for orders with any item over $5,000. UPS will need to obtain a signature from an adult 21 or older. You may contact UPS to create a ‘My Choice’ account to personalize some of your shipping preferences, including redirecting shipments to a UPS customer center. 

Yes, you can purchase a gift card in the amount of your choice here. Gift Cards can be printed out or delivered directly to recipients by email.

Yes! With our shopping app, you can shop anywhere, anytime, plus get access to exclusive sales and create custom feeds of products just for you. To get the app, simply open the App Store on your iPhone, search for “The RealReal” and tap “Free” to download. Or, follow this link on your iPhone.

We allow you to hold items in your cart for 20 minutes so you can consider your purchase and continue shopping. We aim to allow all shoppers the chance to buy their favorite items, and because there is only one of each item on The RealReal, we cannot allow items to be held indefinitely. To bookmark items you are interested in purchasing, you can add them to your personal Obsessions board by clicking the heart icon next to the item.

Clicking the heart next to an item allows you to add it to your Obsessions — a place where you can bookmark your favorites and create a mood board. Add the pieces you love and we’ll send you notifications if they go on sale. To access your Obsessions, click the heart in the upper right on the site.

Affirm is a financing alternative to credit cards and other credit payment products available to shoppers in the United States. Affirm offers loan decisions in real time, allowing you to buy now and pay over time.

To use Affirm, shop The RealReal and select Affirm at checkout. Affirm will prompt you to enter a few pieces of information: your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent, otherwise you may experience difficulty with your checkout.

To ensure that you’re the person making the purchase, Affirm will send a text message to your mobile phone with a unique authorization code. Enter the authorization code into the application form. Within a few seconds, Affirm will notify you of the loan amount you’re approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over three, six, or twelve months. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest you’ll pay over the course of the loan. If you would like to accept Affirm’s financing offer, click Confirm Loan and you’re done.

You’ll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we finish processing your order.

Please follow these steps to make a payment:

Go to affirm.​com/account

Enter your mobile number where you will be sent a personalized security pin.

Enter this security pin into the form on the next page and click Sign In.

You’ll now see a list of your loans and payments due. Click on the loan payment you would like to make.

You can make a payment using a debit card or ACH bank transfer.

If you pay with Affirm and then cancel your order or return your items, a refund will be posted to your Affirm account once your return is processed. In the event that you return only part of your order, the amount of the merchandise that you returned and applicable taxes and fees will be refunded to your Affirm account, and you will be responsible for paying off the remainder of your Affirm loan. If you have already made loan payments or a down payment, Affirm will issue you a refund credit to the bank account or debit card that you used to make the payments. You should see a refund credit within 3-10 business days, depending on your bank’s processing time. Please note that orders paid for using Affirm cannot be refunded in site credit.

For questions or disputes about your Affirm loan, please contact Affirm by visiting affirm.​com/help.​

For questions about why you were denied a loan with Affirm, please contact Affirm at help@​affirm.​com or (855) 423-3729.

 For more information, and FAQs, click here.

If an item you love has sold, click Add To Wait List under the Sold button to receive notifications if that item is back in stock. To stop receiving Wait List notifications, go to My Account and click My Wait List to remove the item.

During checkout, enter your code into the promo/gift card box and click Apply. Your discount on qualified items will be reflected in your order total. Art and certain high value items (e.g., most items from brands like Chanel and Louis Vuitton, fine jewelry and watches) are excluded from discounts and promotional codes. Items that do not qualify for discounts will have the phrase “Coupons and discounts are not available for this product” on their unique product pages. Only one promotional code can be used per order, and promotional discount codes cannot be combined with markdown items.

We accept the following forms of payment:

Visa

American Express

MasterCard

Discover

PayPal

Affirm

Under Proposition 65, the state of California requires retailers to alert shoppers to the potential presence of certain chemicals in products. You'll see Prop. 65 warnings on some of our sunglasses based on information the seller has shared with us that we're passing along to you. WARNING: This product can expose you to chemicals including Bisphenol A (BPA), Di (2-ethylhexyl)phthalate (DEHP) and Nickel (Metallic) which are known to the State of California to cause cancer and birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov/product.

Many of our items come with original tags, boxes, dust bags and authenticity cards. When available, the original packaging will be mentioned in the item description.

Site credit may be issued for promotional purposes and occasionally for refunds. Site credits expire in 60 days or less, unless otherwise indicated. All credits are issued in USD. Credits may be applied in either USD or converted into one of the six international currencies we accept.

Refunds that are issued in the form of site credit have no expiration date. If you have site credit available, it will automatically be applied during the checkout process for your next purchase.

Unfortunately, all items purchased as part of our Real Big Sale are FINAL SALE, and no returns will be accepted.

You can now shop in the following currencies: euro, British pound, Canadian dollar, Australian dollar, Hong Kong dollar and Japanese yen.  

We continue to accept payment with Visa, MasterCard, American Express, JCB, and PayPal.

Due to electronic customs filing requirements, we do not ship certain items to Bulgaria. We apologize for the inconvenience.

At this time, all gift cards can only be purchased in USD.

At this time, Affirm is available only to shoppers residing in the United States. Affirm hopes to expand its services to customers outside the U.S. in the future.

For questions about your Affirm loan, please contact Affirm by visiting https://www.affirm.com/help.

Payments on your Affirm loan are made directly to Affirm. Before each payment is due, Affirm will send you reminders via email and SMS that will include the installment amount that is due and the due date. You can also sign up for autopay so you don’t risk missing a payment.

Please follow these steps to make a payment:

• Go to www.affirm.com/account
• Enter your mobile number where you will be sent a personalized security pin.
• Enter this security pin into the form on the next page and click Sign In.
• You’ll now see a list of your loans and payments due. Click on the loan payment you would like to make.
• You can make a payment using a debit card or ACH bank transfer.

A refund will post to your Affirm account once we process your returns. In the event that you return only part of your order, the amount of the merchandise that you returned and applicable taxes and fees will be refunded to your Affirm account, and you will be responsible for paying off the remainder of your Affirm loan. If you have already made loan payments or a down payment, Affirm will issue you a refund credit to the bank account or debit card that you used to make the payments. You should see a refund credit within 3-10 business days, depending on your bank’s processing time. Please note that orders paid for using Affirm cannot be refunded in site credit.

Please contact Affirm by emailing help@affirm.com or by calling (855) 423-3729 for assistance with denials.

Please contact Affirm by emailing help@affirm.com or by calling (855) 423-3729 for assistance with denials.

Here are the steps in the Affirm loan application process:

• Select Pay with Affirm at checkout.
• Affirm will prompt you to enter a few pieces of information – your name, email, mobile phone number, date of birth, and the last four digits of your social security number. Please ensure that all of this information is your own and is consistent, otherwise you may experience difficulty with your checkout.
• To ensure that you’re the person making the purchase, Affirm will send a text message to your mobile phone with a unique authorization code.
• Enter the authorization code into the application form. Within a few seconds, Affirm will notify you of the loan amount you’re approved for, the interest rate, and the number of months you will have to pay off your loan. You will have the option to choose to pay off your loan over three, six, or twelve months. Affirm will also state the amount of your fixed, monthly payments and the total amount of interest you’ll pay over the course of the loan.
• If you would like to accept Affirm’s financing offer, click Confirm Loan and you’re done.   
• Going forward, you’ll get monthly email and SMS reminders about your upcoming payments. You can also set up autopay to avoid missing a payment. Your first monthly payment will be due 30 days from the date we the merchant complete processing your order.

Feeds is a feature that allows you to curate your own personalized sales from items currently available on The RealReal. You can filter by size, designer and item type, making it easier than ever to find exactly what you’re looking for on The RealReal.

We welcome your feedback and will use it to improve future releases. Email us at mobile@therealreal.com to let us know about your experience and features you’d love to see.

When viewing the items in your Bag, tap Edit in the top right-hand corner, swipe left or right over the item that you’d like to remove and tap Delete.

You can manage your app notifications by going to the Notification Center in your iPhone’s Settings. Select The RealReal from the app list and then toggle Show on Lock Screen and Show in Notification Center to the off position.

Reporting

If you have reason to believe you have discovered stolen goods, we strongly encourage you to contact your local police to report the incident and obtain a crime reference number. If the police take the matter further, the investigating police officer will contact The RealReal and we will provide the information the police need to help with the investigation.

After you go to the police

Unlike most peer-to-peer consignment sites, you do not need to contact multiple sellers. Just contact Customer Service and we can investigate the matter.

Is it a crime?

If you report your transaction to the police, they will decide if it should be investigated as a crime or as a civil dispute. If the police feel that your case does not involve criminal intent by the other party, it is possible that they may advise you to take civil action to recover your losses through a civil action (small claims).

How do I make a police report?

The simplest way of reporting a crime is to go to your local police station or to call the local police operator on a non-emergency number. In most cases, your report can be taken by telephone and followed up on later. Some forces have an online crime reporting system, which you may be able to find on the web. The list of police forces in the US can be found here.

What evidence do you need?

The police will need essential details from you, such as the date and time of the offense and who the victim and suspects are. These details will be useful to the police in trying to trace the other person and establishing whether or not they've committed an offense. If possible print therealreal.com pages relating to your transaction.

What happens next?

If the police feel that an investigation is warranted they may come to us for evidence to support the investigation. We are committed to keeping The RealReal a safe place to shop and will always assist in a criminal investigation and, in accordance with our privacy policies, will appropriately provide evidence to law enforcement and give evidence in court where necessary.

Make sure you have your police report reference number in hand whenever you contact the police about your allegation, as this will be the best way for them to check on the progress of your case.

Will anyone be arrested and/or charged?

If you're making an allegation of a crime you should be prepared that no matter how good you think your case is the police may still choose not to continue with an investigation. A strong deciding factor is often whether or not the cost of an investigation is proportionate to the offense committed. This may mean that if the amount of financial loss is relatively low, then a lengthy investigation is unlikely.

How does The RealReal assist?

The RealReal works closely with local and federal law enforcement to prevent the trafficking of stolen goods. We provide information to law enforcement in accordance with data protection legislation. We also partner with leadsonline.com (the country’s largest online investigation service) to give police departments nationwide full visibility into our inventory to help prevent the sale of stolen goods.

As the world’s largest online marketplace for authenticated resale luxury goods, we keep millions of items in circulation, extending the life cycle of luxury and supporting the circular economy. Unlike the traditional linear economy of make, use and dispose, the circular economy is restorative and regenerative by design. Luxury resale reduces carbon emissions by minimizing the need for new products and preventing existing items from being landfilled or burned. With the help of our members, we’re contributing to a more sustainable fashion industry in which luxury goods have multiple lives.

We make a conscious effort to raise awareness of fashion’s problematic footprint and educate consumers on the impact their fashion choices have on the environment. Our custom, first-of-its-kind TRR Sustainability Calculator measures the positive impact of resale. We also encourage brands to invest in producing well-made items with a long resale life, to shift away from fast fashion and to embrace a circular economy. And as a company, we’re committed to achieving carbon neutrality in 2021.

Learn more about our ongoing sustainability initiatives here.

In recent years, many brands have stopped using fur, which we support. As the production of fur and exotics decreases, the secondhand market for those items will also decrease. In the meantime, we currently accept select items made with fur as a way to extend their life and prevent them from being landfilled, which eventually emits toxins into the environment. We do not accept items made with materials from endangered species.

Another way to extend the life of fur is through donations. A number of organizations – including Coats for Cubs, Born Free USA and PETA – collect fur as bedding and comfort for injured and orphaned wildlife.

Unlike traditional retailers, we are a resale marketplace, which means each item on our site is unique. When we receive an item, it is sent to the closest of our authentication centers, and it is sent out from that same location when it is purchased. If all items in an order are at the same location, we will include them all in one package. However, if items in an order are at different locations, they will be sent in separate packages. We continue to work towards using increasingly sustainable packaging and shipping more efficiently from multiple locations.

We select packaging that minimizes harmful environmental impact as much as possible without compromising the protection of items during transport. We use:

• 100% recyclable boxes made of 40-100% recycled content
• 100% recyclable polybags made of 40-50% recycled material
• 100% recyclable dust bags made of 15-20% recycled material 

We're currently working on implementing increasingly sustainable packaging.

We encourage the reuse and recycling of our packaging. It’s great for sending in your next consignment! If you are ready to recycle, please consult our guide below as well as your local guidelines:

• Boxes: 100% recyclable #5
• Polybags: 100% recyclable #4 
• Dust bags: 100% recyclable #5 — Please note that the string is not recyclable and must be removed before recycling. Dust bags can also be reused to organize and store your clothes or shoes for travel and more.

If you ever have questions about the authenticity of an item purchased from The RealReal, please bring it into a retail location, or contact us at customerservice@therealreal.com. We will send items back to an Authentication Center for re-evaluation and will contact you to review the results upon completion. If there is any doubt on the item's credibility after the re-evaluation process, a full refund will be issued.

*Brands sold on or through The RealReal (i) are not involved in the authentication of their products being sold through The RealReal and (ii) do not assume responsibility for any products purchased through The RealReal’s platform. Brands sold on or through The RealReal are not partners or affiliates of The RealReal in any manner.

Your $100 site credit is eligible on all purchases and will expire 14 days from issue.

No, you can invite as many friends as you want! You’ll receive a new $100 credit for each friend you successfully refer. 

After your friend consigns an item and it’s received and accepted by our retail team, you will get a notification via email within 14 business days that your $100 credit is ready to use. You will also see the credit reflected in your TRR account. 

We accept items from hundreds of brands – you can see a full list in our designer directory. Currently, an item must be listed at $200 or more to qualify for referral credit, but this policy is subject to change. 

You are eligible for referral credit when: 

a. The friend you referred has consigned one or more items using your unique referral code, and it was received and accepted by our retail team. If the item is rejected due to condition, failure to comply with our designer directory, or any other reason as stipulated by our retail team, it will not count as a successful referral.

b. Your friend must be a first-time consignor with The RealReal (they can’t have consigned with us previously). 

Consignors who request to have an item returned before the end of the consignment window (365 days) will be charged $15 per item. A fee of $100 plus shipping costs will be applied to return requests for fine art and oversized items. Return requests made following the end of the consignment window (365 days) will be completed at no charge to the consignor.

Vendor Consignors & RealReal Rewards VIPs: Exempt from any fees associated with return requests. 

All consignor returns will be completed within 30 days.
These fees do not apply to items consigned prior to August 1, 2023.

Mirroring marketplace interest, we routinely update our Designer Directory. You can see and search a complete list of accepted designers by category, here.

Yes, and the new commission chart helps clarify our commission by category.

Please see here for exciting new benefits + commission incentive by tier.

We still price to earn you the best return on your investment, and your items will sell fast to our millions of members. You also get access to the expertise of our hundreds of experts and authenticators, as well as personalized service tailored to your needs.

For select items of highest demand we offer our Price Review service in which consignors have the ability to both approve the initial list price & manage future discounting of their items. If you consign any of these items, talk with your sales representative and let them know you'd like price review. 

•Hermès, Chanel, & Louis Vuitton Bags (priced $995+)

•Alligator & Crocodile Bags (priced $995+)

•Full Fur Outerwear (Mink, Chinchilla, and Sable only; priced $995+)

•Jewelry (priced $995+)

•Watches (priced $995+)

•Art and Home items (priced $995+) 

We set the initial price at the top of the market, and discount as market demand fluctuates to ensure your item is getting the most visibility while still capturing the best price.

Start with the category an item is, then apply commission percentage to the sold price. If the item sold for over $200, add the additional percentage points based on your RealReal Rewards tier, which can be found here.

Your earnings will still depend on the type and quality of item you sell. High-value items ($1000+) will earn you the most, and selling low-value items is still a great way to extend the life cycle of luxury while keeping fashion waste out of landfills.

Our previous commission rates were hard to understand and didn’t give our consignors the most reward in selling their most coveted items with us. The new structure is more streamlined, and designed to earn our consignors more for high-value investment pieces.

The RealReal Sustainability Calculator 

The RealReal (TRR) Sustainability Calculator is a custom tool developed to measure the  greenhouse gas emissions (GHG) and water footprint reduction of consignment compared to producing new products. The TRR Sustainability Calculator launched in 2018 and originally quantified the environmental savings of consigned suiting, pants, dresses, tops, knitwear, jackets, and outerwear. In 2022, the calculator was expanded to include the environmental savings of denim, kids’ clothing, handbags, fine jewelry and watches.

You can see the TRR Sustainability Calculator in action for individual items on many of our product pages and on the My Sales page for consignors. Click here to see how much carbon and water our members have helped to save by shopping and selling with The RealReal.

The Methodology  

The RealReal teamed up with leading environmental consultants Shift Advantage, Inc., and Brown and Wilmanns Environmental, LLC, to build a tool for calculating the environmental benefit of consignment. These calculations are particularly complex, especially for a company like The RealReal that doesn’t manufacture its own products, but sells consigned products including thousands of items from many brands, made of various materials, and ranging in size and weight. 

To address the complexities of calculating the environmental benefits of consignment:

• • Shift Advantage, Inc. and Brown and Wilmanns Environmental, LLC, created environmental impact estimates for The RealReal’s most common materials primarily based on ecoinvent data comprising various countries of origin. 
• • These included impact estimates for raw materials like cotton, silk, and nylon for apparel and handbags, as well as common materials like gold and silver used in jewelry and watches.
• • TRR used these estimates to develop custom combinations that could be applied across an enormous spectrum of products and materials—for example, a dress made of both cotton and nylon where the percentages of each are accurately factored into environmental impact.
• • TRR accounted for the weight of items, a critical factor since, for example, a sweater uses less wool than a coat. To create representative samples for apparel, TRR weighed a mix of items in different sizes from various brands. For jewelry, TRR uses exact weights since they are already captured in product information. 
• • Finally, TRR applies the Worldwide Responsible Accredited Production (WRAP) Benefits of Reuse Case Study displacement rate of 33%, conservatively assuming that for every three items consigned, one is not produced new.

A stakeholder review of the methodology and assumptions for calculating the environmental benefit of consignment products was conducted in March 2018. Stakeholder feedback included clarification on data sources and scope, environmental impacts to include, and how to report data. All feedback was considered and, where feasible, integrated into the final tool and methodology.

We are always working to incorporate more industry learnings and refine our calculations to make the TRR Sustainability Calculator more accurate, which may result in changes in stated item impacts over time. Learn even more about the methodology of the TRR Sustainability Calculator here.

We currently accept:

Figures: Figures from brands like KAWS, Be@rbrick, and Takashi Murakami. View full list of brands accepted here. Items must be in good condition, scratches/chips ok. Does not need to be in original packaging. 

Toys: Collectible toys graded by AFA

Skate Decks: Must be in good to pristine condition. Scratches/chips ok. Does not need to be in original packaging.

We sent an email to consignors who need to submit more information to verify their account payment details, which is required to receive payment. Your payment will be held until you update your information. We require this information for your security and to comply with federal regulations. Your information will be used to verify your consignor account payment details.

To update your information and ensure your payments can be processed, follow these steps:

Log into therealreal.com and go to your My Sales page

Follow the prompts to provide the required information and documents.

Please ensure you are entering your Date of Birth (MM-DD-YYYY) and the last four numbers of your Social Security Number (XXXX) correctly. If you are still having difficulty or receiving an error message, please click the link below the Submit button that reads "Don't have a Social Security Number" and upload a photo of one of the following:

- Driver's License

- State-Issued ID

- Passport page (showing your photo and biographical information)

If this information still does not go through, we recommend choosing an alternate payment method such as site credit or mailed check.

We are happy to help walk through this process if you need further assistance.

With Get Paid Now, you can sell select watches, jewelry and handbags and get paid upfront, without waiting for your items to sell. You can choose payment in cash or earn 5% more in site credit. For full details, visit https://www.therealreal.com/getpaidnow. Site credit is redeemable for all purchases on therealreal.com or in our stores, is non-transferable and does not expire. Site credit is not convertible to cash unless the balance of site credit on your account is less than $10. Refunds for purchases made with site credit will be made in the same amount of site credit used for the purchase, plus any other form of payment used for the balance of the purchase, if applicable.

Our commission structure is based on our RealReal Rewards program. With RealReal Rewards, the more you sell the more you earn, and the more benefits you receive. Commission rates are based on net sales during a one-year commission window, along with exceptions for item commission rates. Item commission rates allow you to earn more for in-demand, high-value pieces. Lower-value items with less demand have lower commission rates.

To see the details of our RealReal Rewards program and commission rates as well as item commission rates, click here.

We partner with Plaid and Stripe for secure payment processing. With instant account verification, Plaid makes connecting your bank account fast and easy, and your banking credentials are never visible to us. Stripe is a best-in-class payment processor that specializes in securely managing direct deposit payment information and account verification so we can pay you securely.

To update your payment method to direct deposit, visit your My Sales page.

Pricing is dynamic and based on internal data and current market demand. Similar items may be priced differently due to changes to demand based on when your item was listed.

You can track your sales and commission payments on your My Sales page. The My Sales page will show your RealReal Rewards status, details about your commission payments, your total commission earned and the status of all your items.

We earn when you earn. Our goal is to earn you the highest amount possible every time you sell.

TRR sets the initial list price (item price when launching on site) for all items at the highest amount we believe the market will support (based on current demand patterns from our 35M+ members and larger resale market trends). Our price takes into account:

Item demand: Luxury brands, rare pieces, and vintage items have high resale value because a lot of people want them.
Market trends: Our experts use real-time data from our members and the larger luxury marketplace to determine the highest possible price for every item.
Item condition: Better condition means higher resale value (so be sure to wash, polish and wipe items before consigning!)

You can receive payment by direct deposit, site credit (+5%) or check after your item sells. Commission payments are issued on the 15th of each month, following the month in which items were sold. For example, for items sold in January you would be paid on February 15th.

If you sell your item through our Get Paid Now program, receive payment by direct deposit within 48 hours or site credit (+5%) immediately. Learn more about program eligibility by visiting https://www.therealreal.com/getpaidnow.

If you have additional questions or need help, please contact your consignment concierge by texting MYTRR to 50347.

Commission payments are issued on the 15th of each month, following the month in which items were sold. For example, for items sold in January you would be paid on February 15th. 

We offer three commission payment methods: 

Direct Deposit

Direct deposit is the easiest and fastest way to get paid. Your commission will be automatically deposited into your bank account every month.

Site Credit +5%

Receive your payment as site credit to shop The RealReal and earn an extra 5% on your commission. See Terms & Conditions.

Mailed Check

This is our default payment method, however checks are less timely than other payment methods due to processing and shipping time. All mailed checks are subject to a $10 processing fee. 

You can update your payment method at any time from your My Sales page. For instructions on updating your payment method, click here.

We offer three commission payment methods: direct deposit, site credit (+5%) and mailed check. To update your commission payment method, visit your My Sales page. We recommend direct deposit as the easiest, fastest, and more sustainable way to get paid.

You can update your payment method at any time, however updates will go into effect beginning with the following month’s commission payment. For more information on payments, please click here.

Certain brands and styles retain higher resale value and can command higher prices than others. The prices of your items will be determined based on brand resale value, market trends, item condition, and recency.

Your item could be priced differently for two reasons. First, we price items dynamically based on internal data and external market trends, which reflect the demand for a given item. Demand for your item may have changed since you originally purchased it. Secondly, we reassess each item that is reconsigned, and changes in condition from the time it was purchased can also affect pricing. 

Item level commission rates take priority over RealReal Rewards commission rates and are not based on your net sales.

RealReal Rewards levels and commission rates are calculated when payments are issued around the 15th of each month.

As a RealReal Rewards VIP member you receive dedicated concierge service, access to in-home appointments, van pickup (where available), birthday reward, VIP invites to in-store events, dedicated text service, complimentary first look subscription ($144 value) & $100 welcome credit.

VIP RealReal Rewards members are eligible to receive a $100 site credit in each new contract year after reaching $10,000 in net sales. Fulfillment of credits will correspond with payment around the 15th of the month.

Good news! You will retain your earned status through your next contract year.

When you consign, you receive payment by check, direct deposit or site credit (+5%) when your item sells. Consigning will earn you the highest commission rate, but you only receive payment once items sell. When you trade your items, you will receive payment upfront (within two weeks) in the form of The RealReal site credit. When you sell your items, you will receive payment upfront (within two weeks) by direct deposit. 

At The RealReal, we employ 150+ experts including luxury brand authenticators, gemologists, and horologists. Many authenticators join The RealReal from the luxury brands like Tiffany & Co., Hermès, and Rolex, or auction houses like Sotheby’s and Christie’s.

As our community continues to grow, we have updated our Terms of Service and Privacy Policy to make it easier for consignors to understand what information we collect and how we collect it. To view the recent updates, please take a look at our Terms of Service and Privacy Policy here.

Your site credit will be issued by email as a promotional code. The promotional code does not expire. Site credit is valid on any item on therealreal.com or at our retail locations, but does not apply to gift cards or shipping. The code may be split between multiple orders. Returned items originally purchased with the use of a code will result in the reactivation of the code, which will be valid for the following three days.

The RealReal works closely with local and federal law enforcement to prevent the trafficking of stolen goods. We provide information to law enforcement in accordance with data protection legislation. We also partner with leadsonline.com (the country’s largest online investigation service) to give police departments nationwide full visibility into our inventory to help prevent the sale of stolen goods.

You can find a current list of designers we accept in our Designer Directory. We update this list regularly to reflect the designers that are selling well and have a high resale value for you, so please be sure to check the list before you send your items. Please keep in mind that we may deduct shipping costs from your next commission payment if we receive items that are not on our Designer Directory or are not in sellable condition. We only accept items by designers on the Directory. If you see items for sale from a designer not currently on the Directory, we likely only accepted that designer in the past.

We sent an email to consignors who have not accepted our updated Terms of Service, which is required to receive payment via direct deposit. If you have not accepted the updated terms of service, your payment will be issued via mailed check.  

To accept the Terms of Service and update your payment method to direct deposit for future payments, follow these steps:

Log into therealreal.com and navigate to your My Sales page

By visiting the site, you are accepting our updated Terms of Service

Click Payment Method and update your Payment Option to direct deposit

You will only need to go through this process again if further updates to our Terms of Service are made. We will notify you at the time of any such updates.

More information:

What has changed in your Terms of Service?
How often will I need to accept updated Terms of Service to receive my payments by direct deposit?
How can I see and update where you’re sending my payment checks?

Once you have accepted our updated Terms of Service, you will be able to choose direct deposit as your payment method. You will only need to go through this process again if further updates to our Terms of Service are made. We will notify you at the time of any such updates.

We updated our Terms of Service to reflect changes to our direct deposit payment processing system. Specifically, we have partnered with Stripe, a best-in-class payment processor. Stripe specializes in securely managing direct deposit payment information and account verification so we can pay you securely.

View our updated Terms of Service here.

All items should be in fair (heavy wear), good (moderate wear), very good (light wear), excellent (without tags) or pristine (with tags) condition. Please use the lists below as a guide when checking the condition of your items.

We do not accept pieces with any of the flaws listed below.

Apparel
Non-professional alterations
Larger than pin-size holes
Missing or broken zippers or buttons
Heavy pilling
Splitting seams
Larger than dime-size stains
Prominent tears

Shoes
Excessive scuffing
Prominent discoloration
Broken buckles or zippers

Leather Goods
Broken buckles, buttons or zippers
Excessive discoloration or fading
Rips, tears or splitting seams
Excessive scuffing or scratching

Sunglasses
Bowed arms
Crooked frames
Excessive scratching

Fine Jewelry & Watches
Loose or missing gemstones
Severe metal scratching or denting
Damage to watch functionality
After-market diamonds on watches

Home Furnishings & Art
Severe chips, cracks or tears
Excessive discoloration or scratching
Missing signature or date on artwork

*Select items that deviate from our condition standards may be listed on our site in As Is condition.

There are easy ways to sell with us.

Schedule An At-Home Pickup: If you have 10 or more items by brands on our Designer Directory, you may be eligible for our free concierge pickup service. Click here to see if concierge service is available in your area. Note, the 10-item minimum doesn’t apply to items in our collectibles category.

Get Free Direct Shipping: If you have fewer than 10 items by brands on our Designer Directory or if concierge service is unavailable in your area, you can get a free shipping label to send your items to us. Click here to get started and request your free label. For further assistance, email direct@therealreal.com.

Visit A Retail Location: At our retail locations, you can meet with experts in person to learn more about selling and the value of your items. Click here to see if there is a retail location near you.

Once we receive your items, they will be authenticated, photographed, priced and included in your profile under My Sales. This process usually takes between 10-15 days. Items that are deemed counterfeit will be confiscated. Items that have questionable authenticity, are not in our Designer Directory or are not in sellable condition will be returned to you.

We do not accept:
- Bras, lingerie or underwear. We only accept slips, hosiery, swimwear, and sports bras that are with tags.
- Furniture, lighting, or rugs
- Tabletop (such as drinkware or flatware)
- Sports and outdoors equipment
- Electronics

Option 1

Free Shipping | Already Have Packaging

Available at any UPS Drop-Off location

1. Simply print out your free UPS shipping label and packing list.
2. Place the packing list in your package.
3. Affix the label and take the package to your nearest UPS Drop-Off location. To find the nearest UPS location, go to https://www.ups.com/dropoff?loc=en_US. 

Option 2

Free Packing & Shipping | Need Packaging

Available at The UPS Store® locations

Corporate Retail Solutions program for The RealReal

1. Locate the nearest The UPS Store® location by going to theupsstore.com/locations and entering your address, or by calling 800.789.4623.
2. Take your printout to The UPS Store® and give it to the store associate.
3. The associate will pack and ship your items for free.

We offer three commission payment methods. You can update your payment method at any time on your My Sales page.

Direct Deposit: The easiest and fastest way to get paid. Your commission will be automatically deposited into your bank account every month.

Site Credit +5%: Receive your payment as site credit to shop The RealReal and earn an extra 5% on your commission. See Term & Conditions.

Mailed Checks: Checks are less timely than other payment methods due to processing and shipping time. All mailed checks are subject to a $10 processing fee.

You can confirm your payment address by logging into therealreal.com, going to your My Sales page and clicking Payment Method. Next, click Check by Mail to confirm or update your payment address. 

If your check has already been mailed to an incorrect address, please reach out to consignorrelations@therealreal.com and our Consignor Relations team will cancel the incorrect check and have a new check sent to your updated address.

The RealReal processes payments on the 15th of every month for items sold from the first day through the last day of the previous month. For example, payments processed on April 15th would cover the selling period from  March 1 - March 31. If the 15th falls on a weekend, payments will be processed the Monday after the 15th. Direct deposit payments are processed on the 15th and can take up to 48 hours to transmit to your bank. Checks will be processed on the 15th and can take 5 - 7 business days to arrive by USPS. You can sign up for Direct Deposit here, http://therealreal.com/gopaperless

­To see our complete consignor terms, click here.

BUY UP FRONT TERMS AND CONDITIONS

These terms and conditions (the “Buy Up Front Terms and Conditions”) govern the purchase or attempted purchase of Merchandise (the “Merchandise”) from you by The RealReal, Inc. (“The RealReal”). 

The RealReal's Terms of Service located at: https://www.therealreal.com/terms also apply and are  included and incorporated herein by this reference.   

1. OWNERSHIP OF MERCHANDISE

You hereby represent and warrant to The RealReal that (i) you are at least eighteen (18) years of age; (ii) you are the legal and equitable owner of and have good and marketable title to the Merchandise you are offering to sell to The RealReal; (iii) you have full authority to sell, transfer, and convey the Merchandise; (iv) the Merchandise will be sold free of all liens, encumbrances, liabilities, and adverse claims of every nature and description whatsoever; (v) the Merchandise does not include counterfeit goods, (vi) the Merchandise is not from, or the result of, illegal activity, including theft or fraud; and (vi) any transaction initiated by you will not cause The RealReal to be in violation of any anti-money laundering, anti-terrorism, or other applicable state or federal law of the United States of America any state or any foreign country.

The RealReal reserves the right to request and you hereby agree to provide additional documentation and/or information concerning yourself and/or the Merchandise, including all documentation or information necessary for The RealReal to authenticate your Merchandise and to comply with local, state and federal law (including The RealReal’s obligation to report all Merchandise received to the proper authorities as required by applicable law and to file Forms 8300 with the Internal Revenue Service to report high value cash transactions where applicable.)

   2. DELIVERY OF PROPERTY; RISK OF LOSS; ACCEPTANCE

You are responsible for all risk of loss or damage to the Merchandise until The RealReal takes physical possession of it; however, if you use The RealReal's approved, pre-paid shipping label and approved method of shipment to ship your Merchandise, The RealReal will assume the risk of loss or damage to the Merchandise upon shipment.  A “Shipment” means items of Property that are shipped together under one RealReal approved, pre-paid shipping label.

If an item of Merchandise is damaged, stolen, or lost while in The RealReal's possession, The RealReal will pay you an estimated purchase price (the “Estimated Purchase Price”), such Estimated Purchase Price to be determined by The RealReal in its sole discretion. Except in New Jersey, this remedy shall constitute your sole remedy and entire recourse against The RealReal for Property that is damaged, stolen, or lost and is in lieu of any other remedy otherwise available as a matter of law or equity. 

   3. MERCHANDISE ACCEPTANCE; COUNTERFEITS: STOLEN ITEMS

Upon presentation or receipt, The RealReal will evaluate each item of Merchandise to determine, in its sole discretion, its authenticity, quality, and value. 

In the event that The RealReal determines that it is unwilling to purchase your Merchandise, The RealReal will return ship your Merchandise to you within 5 business days pursuant to Section 7 below.

If The RealReal determines at any time that your Merchandise is counterfeit, The RealReal shall notify you that it has made such a determination and you will have an opportunity to provide proof of purchase/other proof of authenticity acceptable to The RealReal. You acknowledge and agree that any item The RealReal finally determines to be counterfeit will not be returned to you and will be destroyed. 

You acknowledge and understand that The RealReal is subject to laws and regulations relating to claims that items are counterfeit, have been stolen, or otherwise violate applicable law. The RealReal takes such reports seriously and will cooperate with law enforcement in all investigations.

   4. DETERMINING THE OFFER PRICE; ACCEPTING OR REJECTING THE OFFER

The RealReal will determine the offer price (the “Offer Price”) for your Merchandise using factors that we deem to be appropriate. The Offer Price will be set forth and communicated to you in a written Offer to Purchase (the “Offer to Purchase”) provided either in person at your scheduled appointment or via email if you have shipped the Merchandise to us.

You may accept the Offer to Purchase by signing the document in an in-person appointment or, if you have shipped the Merchandise to us, by signing via the email sent to you by The RealReal containing the Offer to Purchase. If you decline the Offer to Purchase, we will ship your Merchandise to you pursuant to Section 7 below. 

   5. PAYMENT FOR YOUR MERCHANDISE

The RealReal will issue payment of the Offer Price via the terms of and the method of payment you elect in the Offer to Purchase.  [If you elect payment for the Merchandise in cash,] you will receive an amount equal to the Offer Price in the form of (i) direct deposit or (ii) by check sent to the address provided by you on your MySales page on The RealReal site. 

   6. ALL SALES FINAL

ALL SALES ARE FINAL. NO REFUNDS, RETURNS OR CREDITS ARE PERMITTED. 

If you have elected to receive the Offer Price by check, the transaction is final once The RealReal has deposited payment or issued the  check to the address provided by you on your MySales page on The RealReal’s site. 

   7. RETURNED MERCHANDISE OUTBOUND INSURANCE, COSTS, INSURANCE

In the event that your Merchandise is returned to you in accordance with these Buy Up Front Terms and Conditions, The RealReal will ship your Merchandise to you at the address provided by you on your MySales page on The RealReal site.

   8. LIMITATION OF LIABILITY

THE REALREAL AND ITS SUBSIDIARIES, AFFILIATES, OFFICERS, EMPLOYEES, AGENTS, PARTNERS, AND LICENSORS SHALL NOT BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR EXEMPLARY DAMAGES OR FOR DAMAGES (EVEN IF THE REALREAL HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES) RESULTING FROM: (A) THE ACTIVITIES CONTEMPLATED BY THESE BUY UP FRONT TERMS AND CONDITIONS; OR () ANY OTHER MATTER RELATING TO THE REALREAL’S SERVICES OR THESE BUY UP FRONT TERMS AND CONDITIONS.

    9. INDEMNITY

You agree to indemnify and hold The RealReal harmless from all damages, suits, litigation, awards, and costs, including but not limited to, reasonable attorneys’ fees and costs, incurred by The RealReal as a result of or arising in any way out of your breach of any of the representations and warranties in Section 1 of these Buy Up Front Terms and Conditions, including but not limited to, civil or criminal suits over authenticity or ownership of the Merchandise.  

You expressly consent to jurisdiction of a federal or state court located in the State of New York, with respect to any matter arising under this Section 9.      

These Buy Up Front Terms and Conditions, or the breach thereof, and all claims of any kind relating to or arising out of these Buy Up Front Terms and Conditions and the relationship between you and The RealReal, whether tort, contract, or statutory, shall be governed by the laws of the State of New York, without regard to its conflicts of laws principles.

   10. NOTICES

If you have any questions or comments about these Buy Up Front Terms and Conditions or The RealReal’s services, please contact The RealReal by email at contact@therealreal.com.

You also may write to The RealReal at:

The RealReal, Inc.

Attn: Legal Department


55 Francisco St., 6th floor 

San Francisco, CA 94133

The RealReal shall provide all notices to you at the email address or physical address provided by you on your MySales page on The RealReal site.  You are solely responsible for keeping that information current with The RealReal.

You hereby agree that all Terms and Conditions, including these Buy Up Front Terms and Conditions, notices, disclosures, and other communications that The RealReal provides electronically to you satisfy any legal requirement that such communications be in writing.

   11. DISPUTE RESOLUTION

YOU EXPRESSLY AGREE THAT ANY CLAIMS, LAWSUITS, ACTIONS, DISPUTES, CONTROVERSIES OR OTHER MATTERS AGAINST THE REALREAL ARISING OUT OF, OR RELATING TO, THIS AGREEMENT OR BREACH THEREOF SHALL BE SETTLED SOLELY AND EXCLUSIVELY VIA BINDING ARBITRATION PURSUANT TO THE RULES OF THE AMERICAN ARBITRATION ASSOCIATION PURSUANT TO THE FEDERAL ARBITRATION ACT, WHICH ARBITRATION SHALL TAKE PLACE IN THE COUNTY OF NEW YORK, BOROUGH OF MANHATTAN. You expressly agree that any such Arbitrator has personal jurisdiction over you. You waive all defenses of lack of personal jurisdiction and forum non-convenience. You agree that each party shall bear its own attorneys’ fees and expenses. You agree to abide by all decisions and awards rendered in such Arbitration proceedings, and that such decisions and awards rendered by the Arbitrator shall be final and conclusive.

If you would like to review the prices of eligible items, you must let your Luxury Manager or Inside Sales Representative know. Only items that meet one of the specifications listed below are eligible for price review: 

• • Hermès, Chanel, & Louis Vuitton Handbags (priced $995+)
• • Alligator & Crocodile Handbags (priced $995+)
• • Full Fur Outerwear (Mink, Chinchilla, and Sable only; priced $995+)
• • Jewelry (priced $995+)
• • Watches (priced $995+)
• • Art and Home items (priced $995+)

Once an item is designated for price review, we will contact you with our recommended list price for your approval before we make your item available on the website. Items under price review are automatically excluded from promotional discounts and we will reach out prior to applying any price reductions to your item. 

Our goal is to sell your item within 30 days of it going live on the website. Items that remain unsold after 30 days may need a price reduction to help promote a successful sale. Based on the current market demand, discounts may be recommended for the item. 

For items under price review, we will email you with recommended price reductions and request that you approve or decline by a certain date. If we do not receive a response by the required date, your items may be subject to discount.

You may request your items back at any time. If you request your items be returned within the first 365 days after acceptance, you will be responsible for the cost of the return and may incur a $15 fee per most items and $100 for each Home/Art or oversized items.

To initiate a request for your item to be returned, text MYTRR to 50347. Consignment item returns take up to 30 days to be shipped.

For more details on having your items returned, please see our Consignor Terms.

No, please ship all returns separately from items you would like to sell. For instructions on completing a return, click here.

We employ hundreds of experts and brand authenticators, including gemologists and horologists, who inspect thousands of items each day. Many authenticators join The RealReal from the luxury brands themselves — like Tiffany & Co., Hermès and Rolex — or auction houses like Sotheby’s and Christie’s.

The RealReal’s team of jewelry and watch experts consists of GIA-certified gemologists, buyers from prestigious estate buying services and specialists from the largest auction houses. Their combined experience gives them a unique ability to assess your jewelry and watches, taking into account gemology, material value, and marketplace demand.

You will meet with one of our experts as well as a Luxury Manager in our private valuation room. As our expert inspects your pieces, our Luxury Manager can answer questions you may have about the process of selling and the company. The expert will review the market value of your pieces and you will have the option to sell. Security is on the premises at all times. When scheduling your appointment, please let us know if you have any special requests.

Take a look at TheRealReal.com to get a sense of the pieces we sell and contact us at valuation@therealreal.com or 844.484.REAL to schedule a remote consultation or to see which valuation services are available in your area. At all locations, we offer on-site valuations for luxury branded or unbranded jewelry and watches, and in some, designer handbags, fine art, and home items.

Yes, you may also drop off any luxury items — including women's and men's fashion, fine jewelry and watches, handbags, home decor and art pieces — that you would like to sell at our retail locations. Book a drop-off appointment here.

Yes, we are happy to facilitate product viewings for items priced over $10,000. If you are considering purchasing a high-value item and would like to see it in person, please contact the retail location closest to you to arrange a viewing.

If you are not located near a retail location, you can still receive one-on-one concierge service from our experts remotely. Contact us at valuation@therealreal.com or 844.484.REAL to find out more about remote appointments.

Returns must be received within 21 days of in-store purchase or shipment date.

If one of your items is purchased and then returned by the buyer within the return window, the buyer will be refunded and your item will be re-listed on the site for other shoppers to purchase.

Handbags, swimwear, luggage, beauty, items sold at 40% or more off the list price are FINAL SALE, and cannot be returned by the buyer.

Adjustments can occur for several reasons.

Shipping Costs & Fees

Shipping costs and a $15 per-item fee may apply if you request items be returned to you within the first 30 days of acceptance.

Shipping costs will apply if items sent to us are unacceptable due to designer brand or condition.

General Adjustments

Sometimes adjustments are necessary based on market pricing changes, promotions or commission rates.

If your items have not sold within 365 days after acceptance, you can request that they be returned to you at our cost, or that they be donated to a charity of our choice.

If you are shipping a high value item, we recommend that you declare the value and pay for additional insurance at the time of shipping. If your items are lost during shipment to us, please contact us at consignorrelations@therealreal.com so we can look into your shipment.

Like all marketplaces, The RealReal works to align supply with demand. 

Our initial list price (item price when launching at site) reflects the item's highest potential market value based on recent sales and current market trends. Once the item is listed, we constantly monitor demand cues like item views and members adding that item to their Obsessions to evaluate whether or not we need to adjust the price of an item to match market interest; introducing incremental discounts to encourage the item’s sale to interested parties for the best possible price.

First Look Membership:

For $12 per month, First Look members get 24-hour advance access to sales and special invitations to monthly promotions via email notifications. To sign up, click here. You will be billed immediately for your first month of First Look membership. Your billing cycle will start on the first day of membership and your credit card will be automatically billed each month.

First Look Platinum Membership:

For $49.95 per month, First Look Platinum members enjoy the same benefits as First Look members as well as unlimited free upgrades to 2-Day shipping. To sign up, click here. You will be billed immediately for your first month of First Look Platinum membership. Your billing cycle will start on the first day of membership and your credit card will be automatically billed each month.

Fashion items, fine jewelry and watches shipped to an address in the continental United States qualify for upgraded shipping. Shipments to Alaska and Hawaii require an additional $5 fee. Art orders and shipments to international addresses do not qualify for shipping upgrades. Some items require special handling and will not qualify for 2-Day shipping. If an item requires special handling, it will be noted on the item’s product page. Please see therealreal.com/shipping for more information on our shipping policies and prices.

Orders including high value items can require up to 2 additional processing days. A customer service representative will contact you promptly if your order requires additional processing time.

If your order contains qualifying and non-qualifying items, we will send both items.

When you order a qualifying item, we will charge you the rate for Ground shipping and will give you the option to upgrade to Express shipping at no additional charge. If you are shipping to Alaska or Hawaii, you will be charged an additional $5 fee for Express shipping. If you select Overnight shipping, you will be charged the full amount for Overnight shipping.

Art and shipments to international locations do not qualify for shipping upgrades. Please click here to find more information on our shipping rates.

To unsubscribe from First Look, log in to your account, select Account Info, and manage your subscription in the  First Look Membership section.

There are two ways to unsubscribe.

Option 1: You can simply click "Unsubscribe" at the bottom of any email you receive from The RealReal  and follow the prompts.

Option 2: Log in to your account and under Account Info click Preferences and select Email Preferences.