What is the Golden thredUP Rule? Send only what you'd be willing to receive.

 (new)  What are the basic rules or things I should know? Beyond the Golden thredUP Rule, here are some basic things to remember:

1. You need to have envelopes in order for us to look for matches for you. You also need to have added items to your closet and set a minimum number of preferences.
2. When we find a match for you, you have a set amount of time to claim that match. The amount of time varies dynamically but we will always tell you how much time you have when we alert you of your match. If you don't claim a match it will expire after that set amount of time and the system will automatically begin looking for another match for you.
3. You are expected to send an item within a reasonable amount of time (48 hours at present) once you've claimed a match.
4. We estimate that it takes around 7-10 business days (and sometimes much longer) for an item to get to you once we've matched another member's item with your preferences.

Remember, the thredUP community benefits from people acting quickly. The faster you send an item after you receive a match, the sooner we'll start looking for items to send TO you that match your preferences.

 (new)  What is "Matching" and how does it work? It's actually rather simple -- at least for you. You have to send an item in order to receive one. Once you've added clothes to your closet and bought envelopes, we'll go to work finding other members who's preferences match the items you've added. Right now we're matching on Brand, Size and Use but down the road we'll start using additional criteria. Once we find that match we'll let you know and you will be asked to claim that match. Claiming a match means that you've agreed to send your item to the other member we've identified. Once you claim a match and send the item you will become eligible to receive an item from another thredUP member where the item they'd like to send matches your preferences.

 (new)  What is an example of an unacceptable item? Always remember the Golden thredUP rule when sending. Items should be in "like new" or "new" condition. These are just a few examples of clearly unacceptable items:

• An item with a wine or food stain on it
• A shirt sweat with stains around the collar or under the armpits
• An item with buttons missing
• An item with tears or stress stretching along any of the seams

The list can go on and on. If you're on the fence, it's not acceptable.

 (new)  Where do I send my clothes? We'll let you know when we've identified another member who's preferences match the item you want to send. When we find a match, you'll get an email from us and you'll also see that item change in your Closet.

 (new)  What's a thredUP code? A thredUP code serves multiple purposes, but it's primarily used to help track items in our system. It is the last 7 digits on the bottom of the pre-paid postage stamp (it's the number that starts with lots of zeros). You will use thredUP codes to reveal your match addresses and to submit reviews for items you've received earlier than expected.

 (new)  What if I'm going away on vacation or won't be around to send items? Use the Vacation Settings under My Account to tell us how long you'd like to suspend matching and match notifications. As soon as the time expires we'll automatically start looking for matches for you. Your eligibility to send and receive items after the time expires will not be affected by using this setting. For example, if you go away for 5 days, your position in the "list of people who are eligible to receive an item" will continue to move up while you are away.

 (new)  What should I do when I receive an item? You need to review all the items you receive. If you wait too long we stop matching items to you (and for you) until you've submitted outstanding reviews. Reviews are critical because they promote quality and integrity within the thredUP ecosystem.

 (new)  What if I change my mind or can't send an item out in time? If you've already claimed a match (you have the recipient's mailing address) but have changed your mind or are unable to send the item in time please email us ASAP. By not telling us you're delaying another member getting an item and you wouldn't want that happening to you.

 (new)  Can I send items whenever I want? Yes and no. You should only send items when we tell you to but you can add items to your closet as often as you want. The more items you have, the more matches we'll try to find. You may make as many thredUPs as you want, but for each one you need a prepaid thredUP envelope. That means if you run out of envelopes we stop looking for matches for you (but we'll alert you that you're running low or have run out). Note that for security and privacy purposes we will never give you an address via email.

 (new)  How do I see the items in other people's closets? You can't. The simplicity of thredUP is that we do all the hard work for you: no window shopping required. But if window shopping is your thing, be patient, we've got some great ideas up our sleeves...

 (new)  Can I use thredUP outside the US? Not at this time. We're working to make thredUP run as smoothly as possible in the US, while looking at opportunities to bring thredUP to other countries. The main block at this point is how different postal services interact with one another.

 (new)  So what am I going to get in exchange for this item I'm sending out? Well, if everything works correctly, you'll get something a lot like what you traded, but better because it will be new to you.

 (new)  Can I trade up to get an item from a higher Tier? No. For now you can only receive an item in the same Brand Tier as the item you sent.

 (new)  Can I get an item from a different Category than what I'm sending? No. For now you can only receive an item in the same Category as the item you sent.

What's the catch? There really isn't one. You're saying goodbye to items you don't care for and getting new-to-you ones in the brands and sizes you prefer. We only ask that you think of the Golden (thredUP) Rule when sending a shirt: Send only what you'd be willing to receive.

What’s a quality thredUP item? The item needs to be clean and in “almost new” condition and it still needs to be in style. No MC Hammer pants please.

Wait, I don’t get to choose my exact item? Not exactly. You get items in your size and that meet your brand preferences, but we don’t let you pick the exact item (yet). If we let you pick the exact item, then you’d also have to upload and give us an exact item and that’s a lot of work for an item of clothing you don’t wear anymore. Think about it like this: you make choices all the time that you’re not 100% sure will work out. When you go to a comedy at the movies – you hope it will be funny, but you can’t be sure. When you order a steak – you hope it will be good, but you can’t be sure. When you go on vacation – you hope it will be pleasant where you are, but sometimes it rains. In other words, we’ll do the best we can to make sure you get things you like, but every once in awhile, you’ll get something that you’ll just pass on.

So do I need to catalog my closet and take pictures? NO. thredUP is a lot less work than that. All you have to do is use the "Add an item to your closet" form to indicate the brand, size, color and pattern of any item you'd like to get rid of. We'll figure out to whom it should be sent and give you an address.

What if I LOVE the shirt I get?  You get to keep it. Simple as that. If you don’t like it, just pass it on the next time you thredUP. You might not like every item you get – that’s part of the serendipity of thredUP - but the next person might love it. That's what's cool about fashion - we all like different stuff.

What if the shirt I get is ripped or stained? You review the shirt immediately. We contact the sender and let them know that this isn't cool. We credit you for another shirt , and we put you in the queue to get another shirt right away. We have a low tolerance for bad behavior so this should happen rarely.

Who cleans the shirt? You do. When you receive a shirt, just put it in the laundry or in the dry clean pile. That being said, you should ALWAYS send a shirt that's been washed first.

Can I send and receive shirts of different sizes? Yes, and you can change your preferences at anytime.

My size isn't listed. What's up with that? There is a lot of variability in sizes.  As we gain more members, we'll be able to expand the range of sizes.

Can I send and receive shirts of different brands? Yes, as long as you're willing to receive a shirt that is the same brand as the one you're sending. You can change your preferences at any time.

Why is there a limited list of brands to pick from? We're only showing brands we think can reasonably be matched – more are coming soon.  If there's a brand that you think we should include, let us know.

What are these brand baskets all about? This is another way you can use the thredUP system if you’re looking for a little more variety and you have things that might be perfectly great thredUP items but they don’t fit our brand structure. By sending an item this way, you agree to receive an item in that category. Send vintage, get vintage.

How often can I thredUP? As often as you want. Just order more envelopes. We’ll soon be offering an auto-replenish plan. It's all up to you.

Is this only for shirts? At the moment it is only for shirts. Eventually we'd like to add all sorts of things so that your whole closet is “thredUPable”.

What are stylie points? How do I get them? Stylie points are like high-fives. Or hugs. Or a round of drinks. A virtual fist-bump if you will. The point is they exist on thredUP to throw a little love around. You get assigned points from the person who receives your item. What do points get you? Besides making you all warm and fuzzy inside, you can redeem stylie points for free stuff on thredUP and they help you qualify for exclusive promotions (designer clothes, accessories, vacations, etc.).

What are stars? How do I get them? Stars are part of your rating. You only exchange items with other similarly rated members. You get stars when other members rate your item “a thredUP”. You get double stars on the most recent item you’ve sent.

How long will it take to get a match? It depends if your item meets the preferences of others. Most items get matched quickly, others can take some time.

Why do I have to buy three envelopes? We think you’ll like ‘most’ of the things you receive from thredUP. We can’t guarantee you’ll like everything you get. When you buy three envelopes we automatically give you three thredUP lottery tickets for new items. We’re confident you’ll win at least once and we hope you win three times!

 

Quick Thred

 (new)  What is a “quick-thred”? A “quick-thred” pack is the starter pack at thredUP and is as close as we get to a “trial”. It includes a self-addressed thredUP envelope and a regular prepaid thredUP envelope. The “quick-thred” pack is only available for first time users of thredUP.

 (new)  How does “quick-thred” work? “Quick-thred” works by allowing you to try thredUP as quickly and easily as possible. When you order a “quick-thred” pack you can immediately send to thredUP for review and approval. Once we review the item and ensure it meets quality standards you become immediately eligible to receive an item in exchange. Your quick-thred pack includes another thredUP envelope and allows you to try the more traditional thredUP experience. This is a way to get you started fast!

 (new)  What if my “quick-thred” is not approved by thredUP? As long you send an item that meets quality and category standards, you’ll become eligible to receive an item. If your item is defective in anyway or does not meet required category criteria we will donate the item to charity. If that is the case, you will NOT become eligible to receive.

 

thredUP Kids (coming soon)

We will update these FAQs as we get closer to the thredUP Kids launch. For now, the questions and answers below should be considered early assumptions. Things will undoubtedly change as we move forward. If you have any questions, please contact us.

 (new)  I'm already a thredUP member, will I need to create a new account? No, you'll be able to use the same account you already have.

 (new)  Is this for boys and girls? Yes (and their parents, of course).

 (new)  What age ranges will be included? We're planning to start with 0-12.

 (new)  Can I trade between sizes? Yes. You can sizeUP all you want! :)