What if I changed my mind about my purchase?
Buyers cannot cancel orders once placed, but if your order is still being prepped by the seller, you can try messaging them to request a cancellation. Nuuly Thrift is a final sale platform and a seller may not be able to cancel your order once placed.
If your order is already in transit, you cannot cancel it—but you can always relist it once it arrives.
My order was cancelled! What happened?
If you didn't reach out to the seller and request the cancellation yourself, then one of two things happened:
-The seller cancelled the order because of inventory issues. The item(s) you ordered may have sold elsewhere, were lost or donated. Once cancelled, you will not be charged for the items in your order and the seller will not be paid out.
-The seller didn't ship your order in time, and we cancelled it on your behalf because we don't want you to pay for something you might never receive.
I haven't received my order yet. What do I do now?
Head to the Order Details page and check the status.
If the status says Order Placed or Order Being Prepped—Did you place the order within the last 5 days? The seller may still be preparing your order to ship—most sellers ship within 1-3 days, but be mindful that every seller is different. Message the seller to check the status of your order by tapping the paper airplane icon next to the seller's profile pic on the Order Details page.
If the status says Order in Transit—This may be a USPS issue. If your order has been in transit for over 10 days and the tracking info hasn’t changed in the past 48 hours, reach out to Customer Support by tapping Contact Support at the bottom of the Order Details page.
My order's status and tracking info says delivered, but I don't see my order. What do I do now?
Sometimes USPS will scan a package as delivered, but it isn't actually on your doorstep yet. We can help! On the Order Details page, Tap Issue With Your Order?, then select Issue With Delivery and Package Not Delivered. Our Customer Support team will follow up within 3 business days and let you know if the order will be delivered or to refund your purchase if it's lost.
It's always nice to keep the seller informed, especially because they get paid when you receive your order. Reach out and let them know what's going on by tapping Message Seller at the bottom of the Order Details page.
Help! Something's wrong with one of the items in my order. What do I do now?
If you've already accepted your order, you cannot report an issue—but you can always relist it. If you haven't accepted your order yet, you have 3 days to report an item or delivery issue for a resolution. Tap Issue With Your Order? under the Accept Order button on the Order Details page, select whether it's an item or delivery issue, add the required details and up to four photos and submit.
Nuuly Thrift is a final sale platform, but we do allow buyers to report specific item or delivery issues within 3 days of delivery. These item and delivery issues include:
-Damaged Item: Is there new and obvious damage that wasn't included in the OG listing photos or description?
-Not As Described: Did you receive a size 27 when they were advertised as a 28?
-Not As Pictured: Were the OG listing photos of a blue strapless dress and you received a red one?
-Wrong Item: Did you order a vintage pair of earrings and get a brand new necklace?
-Missing Item: Are you missing one of the items from your order?
-Damaged Package: Was the package run over by the mailman?
-Package Not Received: Has your order been stuck in transit for over 10 days and the tracking info hasn't recently changed?
To see a full list of accepted item and delivery issues, check out our Conduct Guidelines .
I reported an order delivery issue. What happens now?
Because we handle delivery issues for you, Customer Support will report the problem to USPS and resolve the issue directly with you via email.
I reported an issue with one of the items in my order. What happens now?
Here's what happens after you report an item issue:
-Customer Support will review the issue for a potential refund and get back to both you and the seller with the resolution within 5 business days.
-If the issue is resolved in the seller's favor, they will be paid out and you will not receive a refund. (You can always relist .)
-If the issue is resolved in your favor, you will receive a refund once you've successfully returned the item to the seller.
-To return the item to the seller: within 5 days of issue resolution, tap Create Return Label on the Order Details page and then drop the packed + labeled item off at the Post Office ASAP. Once the item is successfully delivered back to the seller, your refund will be processed to your original payment method within 3 to 5 business days.
My item issue was accepted. How do I get my $$ back?
Return the item to the seller. To do so: within 5 days of issue resolution, tap Create Return Label on the Order Details page and then drop the packed + labeled item off at the Post Office ASAP. Once the item is successfully delivered back to the seller, your refund will be processed to your original payment method within 3 to 5 business days.
My item issue was rejected. What can I do now?
You can always relist your item. It's easy—simply go to Orders and under Purchases find the item you'd like to resell, tap Relist and begin filling out the listing. The previous listing's details populate automatically, so all you have to do is snap some pics of the item and tap Publish.