Frequently Asked Questions
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.
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.
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.
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.
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.
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 website or tap Obsessions in the bottom menu of the app.
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.
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.
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.
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.
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.
Your $100 site credit is eligible on all purchases and will expire 14 days from issue.
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.
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.
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.
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.
Yes, we are happy to facilitate product viewings for items priced over $2,000. 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.
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