FAQ's

How do I sign up?

To sign up to Kate Sylvester Reloved visit reloved.katesylvester.com and click the sign up button on the top right hand side of the home page (just next to the post a new listing button). You will be directed to create an account with us. Once you have completed the steps as directed you will be signed up and ready to go!

How do I sign up as a seller?

There is no special sign up process to become a seller. You simply sign up to Kate Sylvester and click on the “post a new listing” button on the top right hand side of the home page to begin selling your items.  You will need to enter your bank account details to receive payments as your items sell. This info needs to be added to the payment section of your settings in your Kate Sylvester Reloved profile. To access your settings menu simply click on your profile image.

What are Kate Sylvester Reloved’s fees?

It is free to sign up and free to list items for sale. Kate Sylvester Reloved charges a 10% commission on all items sold to cover operating costs.

How do I list an item on Kate Sylvester Reloved?

First of all you will need to sign up. You can do that here. Once you are logged in simply click on the post a new listing button. This can be found on the top right hand corner of the home screen on your desktop or by clicking the drop down menu on the left hand side of your mobile home screen. You will then be guided through a series of simple steps to complete your listing.

What items / actions aren’t allowed on Kate Sylvester Reloved?

Below are details of items / actions prohibited on Kate Sylvester Reloved. By using our site you agree that you will not:

sell or list unwashed items.
sell or list items that aren’t Kate Sylvester or Sylvesterbranded
sell or list in- season Kate Sylvester items, this platform is for past seasons only
sell or list items that are damaged.
sell or list items that do not comply with our Seller Guidelines
sell or list any item that is illegal to sell under any applicable law, statute, ordinance, or regulation, including but not limited to replica, counterfeit, or stolen items.
impersonate any person or entity;
stalk, threaten, or otherwise harass any person, or carry any weapons;
violate any law, statute, rule, permit, ordinance or regulation;
interfere with or disrupt the Services;
post information through or interact with, the Services in a manner which is false, inaccurate, misleading (directly or by omission or failure to update information), defamatory, libellous, abusive, obscene, profane, offensive, sexually orientated, threatening, harassing or illegal;
use the Services in any way that infringes any third party’s rights, including but not limited to: intellectual property rights, copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
post, email or otherwise transmit any malicious code, files or programs designed to interrupt, damage, destroy or limit the functionality of any computer software or hardware or telecommunications equipment or surreptitiously intercept or expropriate any system data or personal information.
"frame" or "mirror" any part of the Services, without our prior written authorization or use meta tags or code or other devices containing any reference to us in order to direct any person to any other website for any purpose;
modify, adapt, translate, reverse engineer, decipher, decompile or otherwise disassemble any portion of the Services or any software used on or for the Services;
rent, lease, lend, sell, redistribute, license, sub-license or access to any portion of the Services;
use any robot, spider, site search/retrieval application, or other manual or automatic device or process to retrieve, index, scrape, "data mine", or in any way reproduce or circumvent the navigational structure or presentation of the Services or its contents;
link directly or indirectly to any other websites;
transfer or sell your account, password and / or identification to any other party;
discriminate against or harass anyone on the basis of race, national origin religion, gender, gender identity, physical or mental disability, medical condition, marital status, age or sexual orientation,
arrange the swap or trade of items with other members on Kate Sylvester Reloved;
cause any third party to engage in the restricted activities above.

Who does Kate Sylvester Reloved use to process its payments?

Kate Sylvester uses Stripe to process all payments. Every transaction via the site is managed by Stripe. You can find out more about them here.

Are my bank account details safe on Kate Sylvester Reloved?

Yes. Kate Sylvester Reloved uses Stripe to process all payments. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, they make use of best-in-class security tools and practices to maintain a high level of security at Stripe. Click here to find out more about security at Stripe.

I get an error message every time I enter my payment details, why is this?

It is most likely because you need to add an additional 0 to last two digits of your account number. For example, if the last digits of your account number are 02, try entering 002. You should find that you are then able to successfully save the form.

Are credit card payments safe on Kate Sylvester Reloved?

Why hasn’t my payment been accepted / processed?

In order for payment to be made, the seller must accept your request to purchase in their Kate Sylvester Reloved dashboard. Sellers are not usually online 24/7 so you may have to wait a few hours for them to accept your payment. You will be notified as soon as they have approved your payment. If you are concerned about the time it is taking for a payment to be accepted you can contact the seller direct via the Kate Sylvester Reloved inbox or alternatively you can contact Kate Sylvester Reloved to see if we can assist. Please note that your payment is not deposited into the seller's bank account until the transaction is marked complete, either by you manually or automatically by Kate Sylvester Reloved 10 days after the transaction was made. Funds are held by Stripe until the transaction is marked as complete.

When will I get paid?

Once a transaction has been marked as complete, either by the buyer manually or automatically by Kate Sylvester Reloved 10 days after the day of purchase. It can take 2-7 days for Stripe to process their payment and deposit it into your bank account. Rest assured that you will get your money. The buyer must enter credit card details, which are accepted by Stripe, before they can request to purchase your item.

I have accepted the buyer’s payment but it’s not in my bank account - what’s going on?

The buyer must mark the transaction as completed in their dashboard before funds are released to you. This will either be done by the buyer manually or automatically by Kate Sylvester Reloved 10 days after the day of purchase. You will be notified via your Kate Sylvester Reloved inbox when the transaction is marked as complete. Once the transaction is marked as complete it usually takes about 2-7 days for Stripe to pay the amount into your bank account.

How should I price my item?

Our only stipulation is that you don't list items with a sale price of less than $40. Items priced any lower will not yield a worthwhile return for you or Kate Sylvester Reloved. Check out the items currently on the site for a guide too.

What if I want to change my listing once it’s been posted?

All listings can be edited at any time, even once they are live on the site. You can find the edit button on the right hand side of the listing in your desktop view or at the very bottom of the listing in mobile view.

What happens if I don't receive my item?

The responsibility of order fulfilment is with the seller of the item. We expect that all buyers and sellers operate with honesty and in good faith. Although we administer this platform, Kate Sylvester doesn't have control over the order fulfilment process. Our expectation is that once an item is purchased, the seller ships the item (tracking is essential) within 48 hours to the buyer. The buyer must acknowledge receipt of the package within 12 hours of receiving their item to ensure the seller receives their payment in a timely manner. Please be courteous to fellow Kate Sylvester Reloved members throughout this process. If you feel that any misconduct has taken place please reach out at reloved@katesylvester.com and we will do our best to resolve this.

Where is pickup

You will be notified by the seller at purchase as to where the pick up location is. Kate Sylvester Reloved is national so members will be based all over the country and your ability to pick up an item is dependent on your proximity to the seller.

Can you ship items beyond New Zealand?

Yes but you may need to negotiate additional shipping charges. If you are an international buyer interested in making a purchase, please let the seller know in advance of confirming your purchase.

My item has been purchased, why is it still on the site?

Until you manually close your item it will be visible on the site. To close your listing, click on the listing item and select the option to “close listing”. This can be found on the right-hand side of the screen on your desktop or at the bottom of your listing details in mobile view.

Is it possible to share shipping costs if you are buying more than one item from the same seller?

Yes. There is not an automated way of doing this so you will need to contact the seller before purchasing the item to ask whether they are happy to share shipping costs across multiple items. If they are, then you will select your items and select shipping costs for only one, selecting pick up for the other items. This way when you pay you will only be paying for shipping once.

Am I able to list my items on other platforms / websites?

Absolutely, there is no limitation about listing your items elsewhere.

My photos are not uploading in the order that I want them to appear, can I change this?

Yes. Once you have uploaded your images you can drag and drop them into any position. If there is already an image in the position that you want to put another image into, simply drag and drop your selected image into that spot and the original image will move itself into another position.

How can I contact a seller/ buyer?

You can contact any seller by clicking the “contact” button on their listing page. This can be found on the right hand side of the listing page in desktop view or at the bottom of the listing info in mobile view.  To contact your buyer, you use your Kate Sylvester Reloved inbox. As soon as a buyer purchases your item by clicking the "buy" button you are put into contact via our internal messaging service.  Please refer to our Terms of Use for guidelines around communicating with other people on Kate Sylvester Reloved.

My item didn’t arrive, what should I do?

You need to make contact with the seller directly. The seller should address your concerns and provide updates on the delivery of the item and its tracking information as we expect all packages to be tracked. If you find that the seller’s response is unsatisfactory you can get in touch with us and we will contact the seller, review the issue and if appropriate suspend the sellers account. Kate Sylvester Reloved will not issue any refunds on the seller’s behalf. Refunds must be paid from the seller directly. Please refer to our Terms of Use for more information on disputes and refunds.

My item is not as described in the listing, what should I do?

If there are any significant discrepancies with the item you purchased you should contact the seller directly. The seller should address your concerns and offer a solution, such as offering a refund, a replacement or exchanging for another item. If both you and the seller have agreed on returning the item, you must return the item in the exact same condition in which it was received. It is your responsibility as the buyer to pay for the return cost of shipping. Please refer to the FAQ above for more information on how to obtain a refund or settle a dispute; alternatively you can also refer to our Terms of Use.

Can I get a refund?

All sellers are able to refund the cost of an item if this is mutually agreed between both parties. Kate Sylvester Reloved will not issue any refunds on the seller’s behalf. Refunds must be paid from the seller directly. Please refer to our Terms of Use for more information on disputes and refunds.

How do I refund a buyer?

The easiest way to refund the buyer is by bank transfer into the buyer’s nominated bank account. You will need to contact them directly to obtain their account details and set up a payment to them from your online banking.

I can’t login, what’s happening?

If you can’t login to your seller dashboard, it might be because your account has been suspended by Kate Sylvester Reloved. Please email us on reloved@katesylvester.com if you suspect this is the case.

There isn’t a category for my item, what should I do?

Please contact us on reloved@katesylvester.com with details of the category that you would like to use and we will add your it to the listing page.

How do I receive my payment?

You will need to add our bank account details in the “payment” section of your “settings” panel. Once you have done this your payment will go directly into your bank account. This should happen within 2 -7 days of you accepting the payment. Your payment will be processed using Stripe – you can find out more about the payment service here.

Why has my item been deleted?

If we feel that your item does not meet the required level of quality we will delete it from the site and contact you to let you know. Please check out our Seller Guidelines for more information on what we will and won’t accept on Kate Sylvester Reloved.

I forgot my password. How do I reset it?

Please visit the sign in page and select the “forgot username or password” option under the sign in form. You will be guided through the steps to create a new password from there.

Do you allow guest checkout?

No. You must sign up to Kate Sylvester Reloved to purchase items from the site.

Information about Kate Sylvester Reloved