Frequently Asked Questions
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GENERAL QUESTIONS
Q - Can I use CovertCandy outside of the UK? A - At the moment CovertCandy is only available for individuals using a UK address. If you are currently living in the US you can submit your e-mail address on our US holding page to express your interest. Once we have enough e-mail addresses we will launch our US site. Q - Why is my available balance less than my total balance? A - There could be two reasons for this. You may have requested an item that has not been accepted yet. Alternatively your available balance is lower because a buyer has not yet clicked received for an item you have sold. Q - I'm new to the site and found an item I really like. What is the quickest way of getting it? A - Covertcandy is all about collectively sharing clothes, because of this, the best way to get credits and the item you really want is to upload as many items of clothing as you can. You can also purchase start up credits, click here. Q - I didn't receive an activation e-mail what should I do? A - Contact our support team and they will activate your account for you. UPLOADING AN ITEM Q - Why did my images not upload? A - This is usually down to the file size of the image being too large. If your images didn't upload please try uploading with our new piece of software. Click here and select the '+' button. Q - What credit level should I sell my item at? A - The credit level for an item should be set at what you think the item is worth second hand in pounds. For example a t-shirt you think is worth £10 second hand should be sold for 10 credits. SELLING AN ITEM Q - How quickly should I send the item? A - You should send the item as soon as possible. If the buyer does not receive the item within 10 days then they can raise a complaint about the seller regarding the whereabouts of the item. Q - What happens if the buyer doesn't confirm that the item has been received? A - The buyer has 30 days to confirm arrival. After the 30 days you can claim your credits for the item on the Previously Sold page. Q- Who pays for the postage and packaging? A- The seller pays for the postage and packaging so don't forget to factor this into the credit level of the item. Q - How should I send the item? A - We strongly recommend that you send the item recorded/signed for delivery to protect yourself if the item is not delivered or if the buyer makes a complaint against you. Q - At what point of the transaction do I get my credits? A - Once the buyer receives the item and clicks the green tick that signifies 'received' within the Items I've Requested page. BUYING AN ITEM Q - What can I do if the item is not how it was listed? A - You can give bad feedback. Q - What happens if my request was accepted but for some reason the transaction isn't going to go ahead? A - Wait 10 days, you can make a complaint that you haven't received the item. Then the seller can acknowledge they haven't sent or don't intend to send it. You will then be able to claim your credits back for this transaction on Previously Purchased page. Q - How long should I wait for someone to accept my request? A - It's up to you how long you wait. Keep in mind that while you are waiting those credits are not available to use elsewhere. Q - I have purchased an item and the seller claims it has been sent. However I have not received the item. What should I do next? A - Please be patient, there may be delays in the postal system. If however after this, it has still not arrived, you should make a complaint. To do this, simply click the red cross that signifies 'Not received' within the Items Ive Requested page. You can then proceed through to make a complaint. If your complaint is successful you will be able to claim back your credits on the Previously Purchased page. |
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