Published on September 14, 2018—  Leave a comment

thredUP Return Policy: The Why Behind Restocking Fees & More

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As much as we’d love to live in a perfect world where everything just fits, that just isn’t our reality (maybe someday!). Until we reach retail utopia, painless returns will have to do. Whether it’s the wrong fit or an item that looked better onscreen than on figure, we’re here to make it easier. If you bought an item you’re having second thoughts about, you can visit your returns page to process a return request. Read on for frequently asked questions about returns and guidelines to consider. 

How long do I have to return my items?

All returns must be sent back within 14 days from the date of delivery. Please note, however, that we will not accept returns for finale sale items, including handbags. We guarantee the quality and authenticity of our handbags and these items are considered final sale.

Some of my items came not as described. What do I do?

Our Polka Dot Promise to you is that if we’ve listed an item incorrectly or there’s a problem with your order/item, we will make it right. Shoot support@thredup.com an email explaining the situation and we’ll get back to you as soon as possible!

How will I get my refund? How long will it take?

Items purchased with thredUP store credits will always be refunded back as store credits. Note: Bag earnings are considered cashoutable credits. If the free return option is selected, you will be refunded with thredUP store credit.

thredUP store credits will be refunded back to your account 5-7 days after thredUP has received your return order, while original payment returns (credit cards, PayPal, etc.) can take up to an additional 3-5 business days to be refunded.

More Important to Know Information

— To qualify for a refund, all items must be in the same condition in which you received them (New with Tags items must be returned with original tags attached).

— Original shipping charge is not refunded when returning items.

— Only customers shipping to the 48 contiguous US states will have access to the pre-paid, pre-addressed shipping return label. For orders shipped outside the contiguous 48 United States, please secure a return shipping label and mail your returns to:

5050 Louise Dr
Mechanicsburg, PA 17055

— All items are subject to a $1.99 restocking fee (more on that below).

The Why Behind Restocking Fees

Running the world’s largest online thrift store is about as complicated as you can imagine. At any given moment, we have about 2.4 MILLION one-of-a-kind items on thredUP available for purchase. Each unique item must be individually processed, photographed, listed, and shipped, which is very different from a traditional retailer with a few hundred styles on their website.

Because every item we sell is unique, when it’s returned to us it must go through the same rigorous quality inspection and acceptance process that it went through the first time in order for it to be re-listed. To alleviate some of these costs, returned items are subject to a small $1.99 restocking fee. Of course, this fee will not be applied to items that arrived damaged, defective, or not as described.

As the world’s largest thrift store, we pride ourselves on having some of the lowest and most competitive prices out there. We know that’s what you love most about us. It’s what we love most about us! But since shopping online will always have unpredictable elements to it, we want to give you the option to return your items. And right now, the only way we can do that, while still offering the lowest prices and most convenient service around, is to implement a restocking fee for each returned item.

As you know, we have a pretty lofty mission around here—to inspire a new generation to think secondhand first. We appreciate you being on this journey with us as we grow, innovate, and try to change the world. As always, if you have any questions, comments, concerns, please reach out to support@thredup.com. We’re always happy to help.