RETURN POLICY
To return eligible items, you must request a return 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. Items received after 21 days may be eligible for consignment (excluding beauty). 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). In-store returns are subject to a $6.95 restocking fee, unless made while also making an in-store purchase.
HOW TO REQUEST A RETURN ONLINE
1. Go to your My Purchases page and click the order number that contains the item(s) you would like to return.
2. In your selected Order Summary, click Return next to all items you would like to return.
3. Fill out and submit the requested return information, and a confirmation screen with your RMA number will appear.
4. You will also receive a confirmation email with a summary of your return request, shipping instructions and a shipping label you may print and $14.95 will be deducted when your item is processed. Once you receive your confirmation email, please follow the instructions provided in the email to complete your return.
ITEMS NOT ELIGIBLE FOR RETURN
Items received after 21 days of in-store purchase or shipment date, or with the security tag missing or removed, are not eligible for return.
In addition, bags are not eligible for return without purchase of Return Guarantee. Swimwear, beauty, items sold at 40% or more off the original list price, items in As Is condition and all final sale items are ineligible for the Return Guarantee service and may not be returned. Click here to learn more about Return Guarantee.
We will return these items to you, or they may be eligible for consignment. Click here to learn more about consigning your items with The RealReal
RETURNS ON ART, FURNITURE & OVERSIZED ITEMS
To return any art, furniture or oversized items including rugs and lamps, please contact customerservice@therealreal.com within 14 days of delivery. The client is responsible for the costs associated with the return, however The RealReal can facilitate and bill the return through our moving partners at the client’s request.
To view the complete Fine Art Conditions of Sale, please click here.
RETURNS PROCESS TIMING
Once your return has been received a confirmation email will be sent. You can track the status of your return by referring to My Purchases in My Account. After your return is accepted by TheRealReal, please allow up to five (5) business days to complete the authorization process. Once your return is processed, refer to the chart below for refund timing.
| Payment Method | Refund Method | Refund Time Estimate |
|---|---|---|
| Credit Card | Credit Card | Up to five business days *Please note credit card processing times may vary |
| The RealReal Gift Card | Site Credit** | Same day return is processed |
| Site Credit | Site Credit | Same day return is processed |
| Cash | Mailed Check | Up to seven business days |
**Subject to original expiration date. Please See Returns With Promotional Site Credit for additional details.
Please note, if your original order was placed using The RealReal currency converter, your refund will be issued in your local currency and will be calculated with the same rate used when you placed your order.
RETURNS WITH PROMOTIONAL SITE CREDIT
If part of your original purchase was made with promotional site credit, that portion will be refunded with site credit and subject to the original terms and conditions. Promotional site credit refunds with an expiration date will only be valid until the original expiration date. If the original expiration date has already passed at the time of return, your site credit refund will be valid for three days after you are refunded.
NOTICE OF EXCESSIVE RETURNS
The RealReal operates on a three strike policy for clients who exhibit high-risk return behavior. High-risk behavior is identified as:
- Returning 30 or more items
- Returning purchases greater than $10K
- Overall return rate of 85%
Strikes are not assessed in instances of TRR fault (example, an item was damaged or incorrectly listed).
If a strike is assessed, the client will be notified via email. The strike will automatically fall off the account after 12 months.
Clients who reach three strikes will be prohibited from making any returns, regardless of the reason, until the strikes fall off the account.
If your account has been flagged due to excessive returns, we ask you to contact us prior to making any purchase so we can answer any questions or concerns related to the item.
CONSIGNOR RETURN REQUESTS
Rejected Items: Items deemed ineligible for consignment will be returned at no charge to the consignor.
Return Requests: Consignors who request to have an item returned before the end of the consignment window (365 days) will be charged $20 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.
FAQ
What is your return policy?
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.
What items are 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.
Can I re-consign items that cannot be returned?
If you miss the return window, items purchased through TRR may be eligible for consignment. Check our designer directory here, learn more about how we price here, and click here to consign your items.
