FASHIONPHILE is CHANGING *Watch Before You Shop*

Fashionphile has a new way of handling returns! I made this video jam-packed with info so that you will be up-to-date on their new policies and be informed as a customer! Do let me know your thoughts in the comments section! xx
As always, thanks for watching~
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[@hellocatwalkcity]

I’ve been shopping with Fashionphile for the past 4-5 years and just recently noticed that they’ve changed some of their policies. In this video, I share my personal experience as a customer and then go in-depth dissecting their new ways of doing business. I hope it’s helpful to many of you!

[@jbbb7418]

I commented the return time change on one of your videos a couple of months ago. I was so disheartened to find out the hard way they made the change. I also immediately stopped purchasing from Fashionphile, it can take them seven to ten days for an item to get to me, it is impossible for me to get an item back to them in the new time frame.

[@MBhintsandcreations]

You hit the nail on the head!!! Excellent video but I enjoyed all of your videos, so thank you!!!

[@lindseydean93]

😮😮😮 Wow!! This was news to me.... Thank you.

[@27ricciricci39]

Thank you for the information, shop and sell there for awhile, basically because of there return policy is so generous, now… think twice or more before purchasing

[@jenniferseeger5853]

Hannah- Thank you for this video! I had NO IDEA of the changes. First of all, the new return policy should be advertised much more robustly- for those of us who have been regular shoppers, this $14.95 return fee would have come as a complete surprise. Secondly, if the item is not as described, Fashionphile really should eat the return label fee. This is just wrong to expect that we should have to pay for their error. Phone wait times are ridiculously lengthy with them too.

[@hellocatwalkcity]

Exactly!

[@MichellebytheBay]

❤😢. Thank you so much for making this video. Packed with new information. I am embarrassed to say how many times I’ve had bags shipped to me. I fortunately live near the Carlsbad warehouse in downtown San Diego. It’s about a 45 minute drive. Prior to your video, I had no hesitation about applying a prepaid label and getting a shipping receipt from postal annex. I had no idea about these changes. I can’t believe they didn’t send out an email to their regular shoppers at least. Or post it prominently on their website. I’ve always considered them to be my trustworthy reseller. I can certainly understand given the market conditions why some of these changes have been implemented. It’s the lack of transparency that really bothers me. Again, thank you for bringing this to the forefront in the Handbag community!!

[@youheartmel]

Their customer service number takes eons to pick up! I eventually called their store location number here in So Cal and was helped much quicker.

[@parishers6351]

Even when item was listed with unknown flaws they still told me the return is on me.

[@sqwekity2]

I think the chances that you would purchase 10 items that were listed incorrectly in a 6 month period is slim to none. And if it did happen I think you can make the case for an exception.

[@andreacoppolecchia4452]

Adding a potentially helpful tip for people in the comments. If you’re unsure of he quality / description of a bag and have questions, I suggest calling customer service. They will actually get in contact or connect you with someone in the warehouse who will pull the bag and answer your questions. I have done this a couple of times when the description or something in a photo wasn’t clear.

[@victoriab2932]

I’ve done this before as well- great tip!

[@Zlzo1613]

Yes I have too and they’re helpful and responsive! They send photos and videos and answer all your qs until you’re satisfied!

[@kdgeckoknits274]

Agreed. I called Fahionphile regarding a purchase. I had questions. The customer service person got the bag from stock, and verbally described the bag to me. You can also ask for more photos.

[@KDubya-op3mc]

Thanks for the tip!

[@theguruEDIT]

Hanna ❌💩💩💩🤬 This is my main problem: Starting the return window the day it’s shipped is simply to raise the chances of the bag you’re returning being outside their return window, therefore now part of the refresh program so they can pocket a huge chunk on returns! We all know everything is delayed now w shipping more than ever…come on!!! ALSO, not letting your customers know about the new policy after their original policy has been in order for literally a DECADE is absolutely absurd!!! I’m sure they BANKED💰 on this the first few months bc people had no clue!!!!! I receive policy change emails regularly from companies. It’s not normal for this kind of change to be put in action in secret! I would even appreciate a 7 day return window but have that time clock start when I receive the damn bag for crying out loud!!!! Good lord 😵‍💫🤦🏻‍♀️

[@hellocatwalkcity]

ABSOLUTELY!! Agree with every single thing you said! It’s 💩.

[@ea1420]

I agree. If they changed the policy from 15 days from receipt I’d think that policy was completely fair, even with a charge to return. Heck, I’d even be fine with 7 days from the date of receipt. But, I have a huge issue with the clock starting from the ship date. Because that isn’t in control of the purchaser, and it’s very possible that a customer could receive an item after the return window closes. Which is not fair. If Fashionphile doesn’t want to deal with returns, then they should do what the other platforms do, make it all final sale.

[@parishers6351]

Yes, as a long time shopper they sure banked me $1800 quickly last week since I was on vacation and missed the window by a few days

[@LadyandtheStamp242]

😊

[@jaxandthebag4895]

They are clearly in trouble and needing to get money wherever they can.

[@thecougarandthecub2560]

I’ve purchased items from them before and had to return them. I just purchased an item recently that I’ve been looking for and wanting for eight years and it did take a week to come, in fact, I called Fashionphile and sat on hold forever. Finally got someone and they said oh well it’s out for delivery today. And I was a little surprised because they’ve always sent a shipping email, not this time. You’re supposed to sign for it and the UPS driver just dropped it on the front porch and left. That’s another thing the boxes are in terrible shape when they get to you now. I did notice the 15 day return, and as another lady commented it doesn’t get to you in just a few days anymore. It takes forever to come. Frankly, the other big Preloved retailer has better service. And they do take things back, even if it says final sale. And Fashionphile’s prices are not like they used to be. They’re really expensive now.

[@sharoi33]

I purchased from them a Chanel bag and when it arrived it was clear that the condition stated on the website was not accurate. The bag was supposed to be in excellent condition and it wasn't , the customer service was helpful and I was able to return it. This made me nervous about the second hand market in general and other factors (high prices, quiet luxury) helped me realized that I'm done. I have more bags than I need, it's time to stop;)

[@bagit90]

Wow! Their generous return and shipping policies were a major draw for purchashing with fashionphile. I have made several purchases with them and returned one item. Dissapointing changes. Thanks for sharing.

[@hellocatwalkcity]

I agree, their generous return policy really set them apart and gave peace of mind. Oh well, not anymore. 😬

[@IrisLA1]

Thank you for alerting us! I have never purchased from Fashionphile, only from Rebag. Now I'm going to check to see if Rebag's policies have changed. The preloved market is very competitive right now with more sellers jumping in. Fashionphile made themselves less attractive to shoppers.

[@sherriceperry1079]

😂 Great video! I’ve also noticed that a lot of preloved sites have loads of inventory. It’s very clear that Fashionphile and other preloved luxury sites are not doing as well as in the past. The shortened return window and shipping fees are absolutely ridiculous for a primarily online business.

[@akathesiaK]

A 15 return policy (from shipping date?!) makes fashionphile completely unfeasible for most international buyers now!

[@hellocatwalkcity]

Wow for international… they really need to reconsider this!

[@AnUrbanGypsy]

Also, international customers lose out on returns, even if it’s FP that made the error, because of duties ad postage that were paid. You never get those back.

[@1984BigBro]

Even if for domestic customers, the shipping time can take up to a week

[@crystalb83]

I’m in the states and it take 7 days for me to receive my order. 🤦🏻‍♀️ much less international .

[@KS-zd4ew]

if 15 days are applied for international order in Asia .. they will lose tons of customers and potential ones .. just like asos used to ship free fr uk to Asia for a smaller amt min buy but since that limit been hiked up I’ve stopped shpg at Asos for 8yrs

[@andreacoppolecchia4452]

Thanks for sharing this information. These are some pretty significant changes! I have purchased on Fashionphile specifically because of their return policy being more flexible than other sites. The shipping label fee is annoying to me. I appreciate you took the time to gather this information for us! 🧐

[@hellocatwalkcity]

Agree completely!

[@designerdeets]

Thank you for making this video. It is truly informative and this will make you think twice about purchasing. The ship date is a key factor especially when receiving items from CA which literally takes forever.

[@BoywithLoveeee]

The $15 return policy really takes a toll on my purchasing decisions with fashionphile. What I love with fashionphile before was among all the second consignment online stores, they’re the ones who had the best return policy but now I think I might as well just buy a brand new item or go with other platforms that offers lower price.

[@KDubya-op3mc]

I agree.

[@rachelliz284]

Not specifically related to this video, but I LOVE that you upload content so frequently! And you always offer a fresh perspective on topics. Much of the luxury community content can feel rather repetitive at times, but you offer content with a unique twist, and it's always a pleasure to watch your videos ❤

[@hellocatwalkcity]

Aw thank you so much!!! ❤️

[@kbaut2579]

I'm glad you did this video! These are annoying new policies. I will definitely no longer buy or sell with Fashionphile again!

[@siscaadikoesoemo447]

Thank you for the latest update on Fashionphile! Your alert indeed helps us to avoid unnecessary surprises and anxiety since who constantly read those small fine prints of their term and condition. Xoxo

[@snefiny]

I feel like this is all moving towards further emphasis on the Buy Back program and positioning these Fashionphile purchases in an almost rental-like light. Get your trendy pieces, return them within the year to get 75% back and then purchase your next bag.

[@hellocatwalkcity]

You have a point!

[@Commentator541]

It would be far bellow 75%. It is 70% when you return it right away. Overall I see them filing for bankrupcy or turning into an online made-for-outlet retailer. No reason to use them, when local consignment stores are a better deal all around.

[@ComyaBee]

Great video!

[@celineandme]

Hi! I’ve been watching your videos since around the start of COVID which is crazy to think it’s been that long! First I’d like to say I love your channel and all of your super informative videos! Second, I want to thank you for making this video! I always run the FASHIONPHILE first when looking for pre loved because they have historically had pretty generous policies/timeframes. I did notice recently I submitted an item for quote and 1.it took a lot longer to get the quote back and 2.the pricing was much different that what I’m used to in previous sales. Granted I’ve only sold 2-3 items over time but still I was a bit shocked! I liked hearing your perspective of the whole situation and comparing it to my recent experiences both shopping and selling. Anyways, thanks for the info, can’t wait to watch more of your videos! ☺️

[@hellocatwalkcity]

Aww thank you for being a part of this community for years! ❤

[@reginabryan3467]

I am a new Fashionphile shopper so all I know is the 15 day return policy. It is very stressful, lol. It takes 7 days to go from California to Florida! I am actually now looking at the items listed in NY to save time. Fortunately the things I have bought have been perfect and I haven't had to return. The pre paid label option is annoying, but I would choose it because it seems easiest.

[@hellocatwalkcity]

Thanks for sharing your perspective as a new Fashionphile customer!

[@reneepierce569]

Just more reasons why I don’t shop Fashionphile! Their prices are way too high, often higher than buying brand new from the stores! 😳 I’ve been loving my experiences from The Real Real, Yogi’s Closet, and Vestiaire Collective much more than Fashionphile!

[@robbiperry504]

😮

[@lindapancio1728]

The problem with The Real Real is that handbags are no longer returnable.

[@lexxelestine]

The real real and Vestiaire collective tend to have a lot of fake items. I’ve gotten a Fendi fake from Vestiaire collective and even just saw a fake Bottega pouch listed as original last night

[@justme8837]

Yes! I laugh when I look at what they are charging and think, why not buy brand new? These bags are USED. I don't care how good of shape they are in, they not new.

[@bucknut2000]

The problem with Therealreal and vestaire is that they have sold fake items. I contacted the real real , went to the Chicago store and showed why this particular LV item was fake and nothing was done. It wasnt even a good fake wrong pattern and the design was print was only on one half of the bag.

[@SnowyTheGachaShrimp2]

❤ love how much information you were able to pull for us! You’re that friend that plans out everything and I just show up! 😅

[@hellocatwalkcity]

Oh my gosh. I am THAT friend! 😂

[@SnowyTheGachaShrimp2]

@@hellocatwalkcity I totally knew it. Just from watching all and I mean all of your videos! That is one of the reason I started following your channel for the content. I’m sure your friends appreciate YOU.

[@hellocatwalkcity]

@@SnowyTheGachaShrimp2❤❤❤

[@kklvoescc]

I just posted a video on preloved buying and found all this out while doing my research! It was such a surprise especially the return shipping being charged now. They should formally announce the changes when checking out. I’m sure this caught many many of their loyal buyers off guard. 😢

[@jaxandthebag4895]

They also are taking over a week to give you a quote and they don’t even notify you when they give the quote. I only end up seeing it because I keep checking my account.

[@hellocatwalkcity]

Yup. I’ve experienced the same several times.

[@abcdee4090]

Thank you so much for taking the time to make this video. I had no idea they made these changes and probably wouldn't have realized until it was too late 😮

[@stacyconnolly3916]

Hannah thank you for this video! I have been a fan of Fashionphile for years. I’ve bought and sold to them. I am disappointed with the new return shipping fees. I’m not one that has needed 30 days to return an item. I was just poking around their site this morning and never would’ve thought to look at their policies for updates. I appreciate you informing us. Thx😮

[@hellocatwalkcity]

Same here! I usually return items within 24-48 hours because I don’t want them to linger in my home BUT it’s reassuring to know you have time just in case something happens. And yes, the return shipping fees stink! 😣

[@sweetnalia]

🤪 love this❤❤ Thank you for the updated information. I’ve been shopping and selling with Fashionphile for the past 12 years and their 30 days free return is one of the best things that gravitated me toward buying with them. I have definitely slow down haven’t bought as much the past two years. And with this new policy in place… it will definitely make me even be 😂😂more selective for future purchases, if there will be any😇

[@hellocatwalkcity]

Thanks for sharing your pov!

[@makeupnmedicine]

Wow this is great video with relevant information. I once tried to return at Scottsdale and was a no go. That was about a year ago. I have been shopping with FP since they were on eBay and they’ve done a 180

[@nansiechen1]

Thanks for pointing the changes out! I’m regular Fashionphile shopper, I wouldn’t know the changes without watching your video! Gotta be more mindful when I shop there now. Thanks again!❤

[@hellocatwalkcity]

Oh boy, glad you caught this video so you won’t be surprised in the future! 😉

[@nicoleferguson4563]

I really appreciate this video! I have shopped from Fashionphile in the past and enjoyed how easy it was to return an item if I didn’t like it. However, I haven’t purchased in a while and will be much more selective from now on. Thanks for the info!

[@islandgirl8740]

I've been a very loyal and frequent Fashionphile customer for several years. First they blindsided me with the shorter return period and then a couple of weeks later with the new return shipping fee. Where I once ordered from them without hesitation, I now hesitate because I find the return shipping fee insulting. It's not really about the $14.99, it's the principle for me. Free return shipping is standard for most online retailers. The shorter return window is not a huge problem for me because I make a decision pretty quickly about an item, but that return shipping fee really gets under my skin. Oh and my local Neiman Marcus FP location does not "qualify" as a drop off center either. I think this was a huge mistake for them. Anyway, thanks for putting this out there!!

[@hellocatwalkcity]

I hear you! I tend to return items within 24-48 hours bc I don’t like them to linger in my home but it concerns me that their new return policy starts with the ship date. Any delay in shipment, and it becomes the customer’s problem. I think that’s pretty harsh. Why not start the clock on delivery date?

[@islandgirl8740]

@@hellocatwalkcity I totally agree!

[@littleluxuries_435]

I completely agree with this comment! I have previously shopped with Fashionphile but this will probably deter me in the future. I don’t like to pay for return shipping!!

[@melissaleigh81]

😮 we don’t have Fashionphile in Australia but always interested to hear the in depth information you provide in your videos. The fact that the policy changes were kept quiet is very underhanded. At least I don’t need to feel like I’m missing out on Fashionphile now 😂

[@hellocatwalkcity]

Exactly! I think the least they could’ve done was to be very clear (perhaps on their home page or on the checkout page) about the new policy. It’s as if they hid it and hoped customers would just figure it out or get charged the penalty fee.

[@deborahtowns7180]

😮🤪 Thank you for taking the time to make this video. I recently had a few bad experiences with Fashionphile. One thing I did do was call customer service and ask them to get me to a stylist in the location of the store New York etc and take actual photos and send them to me. Once a bag was listed as the completely wrong item and after talking to a stylist to confirm the bag wasn’t what they stated, I ended up ordering it because in fact it was the bag I thought it was and was searching for!!once I received it , the condition was not stated correctly either .. I contacted them before returning so they could correct their listing and they literally just restocked the item on the website without changing it!! So I also think part of it is they are now too big, a bit greedy, and too busy to really care. They had changed return policy from 30 day receive to 15 day from shipping date and I chose free shipping and it took 8 days to arrive! Did not leave much time to return, I would have been really pissed if they had charged me $15 on top of all of that to rerun the item.. That policy was not in place a few months ago!

[@Kooba-nr3cx]

Hannah- good job in making this video! I picked up on these changes a few weeks back while perusing the website, and it immediately turned me off from making any further purchases with FP. I’ve purchased and sold a couple of items with them throughout the years, but can attest to receiving several items with conditions mismarked. Despite being advised of the issue, they relisted the bag with the same description. FP seems to be joining ranks, as I recently had a TERRIBLE experience with Dior’s e-commerce. I received a bag that was missing a strap and had visible corroding on the metal rings. Despite reporting the issue within 30 mins of receipt of the package from UPS, I was made to jump through hoops for the return. If it weren’t for my not backing down, I am positive they would have found a way to stick me with the defective bag (as has happened to many documented cases online). Not only is this treatment unacceptable, but these companies are forgetting to provide the level of service that should correspond with a purchase of this amount. Maybe Dior and FP should look to Coach for an example. While their prices aren’t astronomical, they still manage to treat their clients with respect and honor their promise to deliver a quality product!

[@dustyshaller4428]

I’ve not purchased from Fashionphile yet and many places do charge a return label fee. But the 15 days from shipped date is a bit strict esp with slow ship times these days and if they mis-label an item that should be on them. 😳 Very informative video!

[@HappyHomeCrazyFarm]

🤪All fair questions and a great review! I almost bought my first piece from them last week but decided to sit on it to avoid impulse buying. So glad that I waited and now I feel much more educated about their policies. Thank you!

[@hellocatwalkcity]

Oh good! I’m so glad you had a chance to see this before ordering! Thank you for watching til the very end!

[@daggnow9407]

Thank you for the information. I have been buying from and selling to FF for many years. The return policy was always great so I was less careful with the shopping. Now, I will be very particular with my purchases. Also, I had the same experience trying to sell very coveted bags to them - the response was " too much in stock". That was quite surprising.

[@laurenschoonmaker8557]

I’m so glad you posted this video! I submitted two items for quotes last week. One they said they had too much and the second they seriously lowballed me. I’m not planning on accepting the lowball offer but now I get why. 😜

[@parishers6351]

Resubmit a month from today. I was told the same and kept resubmitting until accepted.

[@laurenschoonmaker8557]

@@parishers6351I will try that, thanks!

[@jrob123]

If you use their free ground shipping option, it can take up to a week to arrive to you! That only gives you a week now to decide on the return

[@hellocatwalkcity]

And that’s if there’s absolutely no delay in the shipping process too!

[@jbbb7418]

Its worse than that. If it takes you a week to receive the item, it will probably take AT LEAST a week for them to receive it back and process it. You only have 15 days from the time it leaves them until it gets back to them, which means, if you receive it and immediately return it without even opening the package, you still may MISS the 15 day window!!! 🤯🤯

[@jrob123]

I just checked on their page and it says the return has to be “postmarked” within 15 days of being shipped to you, not in their actual possession within those 15 days. I think if I have any returns in the future, I will definitely take them directly to UPS or whatever carrier they use and will get a receipt

[@lindsmclark]

Great video! I haven’t purchased from Fashionphile in over a year so had no idea about this! Like you said, their generous return policy was a huge selling point when considering to buy from them. 15 days from shipped date is very concerning. If I were to purchase I think I would pay the extra for overnight shipping to make sure I had enough time to decide.

[@meredithsteiner7573]

VERY informative! 15 days from ship date is a game changer for me. Most high-end items are signature required, so there is always proof of receipt date, and that is when the clock should start! The $15 fee is also unpalatable. I agree with your theory on the “why” for these changes. A few years ago I sold a few vintage LV pieces to FP and I was amazed at the favorable prices. Recently I tried to sell a much sought after LV item that I purchased a year ago, still in pristine/new condition and they low-balled me, so I’m keeping it. I think they definitely have too much inventory. I also agree that they must be experiencing a decline in sales, as now that you can get into almost any boutique (as opposed to 3 years ago), they cannot get away with their over retail pricing on items.

[@hellocatwalkcity]

Absolutely, I hear you on all these points !

[@jilltomfohr]

🤔 This definitely will make me reconsider shopping with Fashionphile. I liked them better because their return policy was better, specifically, than Vestiaire Collective. VC (at least, a couple years ago) would take a return back only if you could prove that the item was not as described. I felt like a lawyer trying to prove my case for a particularly terrible LV V Tote MM that was not at all "like new". Fashionphile's return policy seems to be moving in that direction (i.e., less generous). (Edit: stupid autocorrect)

[@hellocatwalkcity]

Ugh I hear you. I used to prefer Fashionphile over all the other sites because of their generous return policy too. As someone just starting to explore the preloved market at the time, I was quite nervous and don’t think I would’ve had the nerve to order if they had this return policy back then. As for selling items that were inaccurately listed - they really need to get a grip on this! I

[@natty5025]

Great video. Thanks for sharing, I’m not a frequent shopper at Fashionphile but happy that you’ve let us know. I think you’re right they must not have the financial health of past years……their huge inventory is most likely the reason, coupled with their prices being really high, and less people purchasing what is really a non-essential item. I’ve seen recently, lots of promotions for 10% off purchases, in the past they only offered discounts around holidays. I’m not a fan of the new return policy 15 days is not a lot of time especially if your item is shipping from California to NY.

[@shopgrl2002]

Thank you for the information! ❤ I had no idea of the change. I think you are right that they are struggling.

[@myown2eyes]

Very helpful - these new penalties would sting if you didn’t see them coming 😝 Thank you for taking the time to put this together!

[@hellocatwalkcity]

Agree! I wouldn’t want anyone to get caught by surprise!

[@San-ui9cr]

😍I discovered FFs new return policy when I was ready to return a handbag. I do think they should of had a distinguished prompt when purchasing the item online or perhaps I was oblivious to it, thankfully I was okay with in fact keeping the bag. However, this new policy along with the $15 return fee tells me that FF wants me to shop other retailers. I have been a long time customer and I only shop FF for reselled items, but that will change. I don’t have any luxury boutiques near me, so shopping online or taking a road trip is the only way I have access to such items. It sucks FF use to be in a class by themselves when it came to resell items, but not anymore.

[@hellocatwalkcity]

Right! Fashionphile used to set themselves apart from the other resale sites but now they’re just blending in with the crowd. 😑

[@cricutimagine]

Thanks for sharing all your research on Fashiophile. They have changed and I would not say for the better! They really low balled me on my bag quote for a chanel 19. It was in pristine condition. They sure have no problem selling it for almost 3 times what they bought my Chanel 19.Their prices are crazy expensive, more expensive then the Boutique! They are nickel and diming us now. I’m reluctant to buy from them now. The old days of Fashionphile are gone!!! Love your video. So informative. Thank you for posting this video! Very much appreciated. I watched til the end so you didn’t waste any time making this video! Thanks for sharing!

[@BobaNuWong]

🤓 thanks Hanna for another very thorough and informative video! I always appreciate how detail oriented you are that you notice these things. Just an FYI - when you search physical Fashionphile locations, if you scroll towards the bottom of the page they do appear to list/specify what services are offered at said locations.

[@hellocatwalkcity]

I’m so glad you found the video to be helpful! Thanks for that additional info! 👍

[@amelaine82]

I’m glad you told us about this. I was going to purchase from them but I just can’t now. I can’t afford these pieces easily so I don’t think I could take this kind of gamble. I’m going to definitely stay away from Fashionphile from now on. 🎉

[@hellocatwalkcity]

I don’t blame you. I think others may have the same reaction. 😔

[@delle3955]

😌I’m thinking the same!

[@hhueter]

Using the shipped date seems unusual to me. I feel like most companies use x days on receipt. Like ground shipping can definitely eat into that time. Feels like they’re sneakily getting people into that refresh program through no fault of their own if a package takes a while to get to you.

[@hellocatwalkcity]

This is exactly the problem. Shipping time is unreliable and they are putting that onto their customers.

[@marleecarol]

Thanks for such an informative video! I last shopped with them in May, and at that time the return shipping fee wasn’t in effect. I hate the changes that they’ve been making as a whole, including the super low ball quotes that they’ve been issuing. Anyway, I guess it is what it is. Thanks for sharing. ❤

[@MollDoll0314]

So helpful, I’m eyeing up a few items and still thought it was 30 days. Thanks so much for the great content and have a great weekend 😊

[@Unuthedoodle]

Shopping at fashionphile creates more stress to me. I purchased a Chanel small Gabrielle and wanted to get an authenticate at somewhere else is another layer of authentication. It took a week for the item arrived and another 4-5 days to authenticate it. I felt like I have a tight deadline when shopping at fashionphile and it shouldn’t be when shopping is supposed to fun and happy. I’m not ready to add another stress to myself😅

[@hellocatwalkcity]

Ugh that’s no good.

[@bucknut2000]

Well fashionphile authenticates already. If you dont trust them, dont buy it.

[@Unuthedoodle]

@@bucknut2000 nothing is absolute. If I can, why shouldn’t I use another authentication. It’s a piece of mind and doesn’t hurt.

[@kajjt]

🤪😹 thank you for this informative video. I think FP is having some problems and has changed their policies accordingly. I find it frustrating when a company’s return policy “timeclock” begins at the time of shipping. A customer has no control over how long it actually takes to ship and arrive to your doorstep therefore possibly making the return window very short or non existent. Big red flag 🚩 for me. ❤❤love your videos

[@hellocatwalkcity]

💯 agree! The clock needs to start on the delivery date. It’s simple.

[@moniqueh.8661]

Thank you so much for this post. I’ve been Fashionphile customer for the last 15 years now but I’ve not shopped from them lately. Good to know their new policies.💐

[@saraholivares6611]

Agree with everything you've stated, I am just starting my luxury handbag journey and looked into fashionphile for items that aren't available, have been discontinued, etc. Now I'm definitely going to pay closer attention to policies.

[@courtneyd.4061]

Great informative video, thank you. If they're updating/ tightening their return/ refund policy, maybe they should also update their descriptions regarding wear and tear of the merchandise, and possibly include more photos of such. They're probably struggling financially like many other companies out there right now. 🙈

[@hellocatwalkcity]

They absolutely need to clean up their listings and be more careful about errors in their descriptions!

[@jbbb7418]

Oh good point! Another thing I noticed lately are a lot fewer photos and much more vague descriptions!

[@joemichael5155]

I noticed they use the same model photos for a lot of items. That’s a sneaky tactic because it’s usually the best one and some people may not notice and think that’s the bag they’re getting.

[@sarahbradley5554]

I just found out about the $14.99 return policy. My problem is that they seem to be listing a lot of bags in very good condition that really are not. It used to be if listed as very good, it was more like excellent condition. Case in point, I ordered two YSL College bags, both listed in very good condition. One is absolutely beautiful and the other, in my opinion was in good condition at best. I ordered both so that I could see each in person. Even when looking at the pictures, it is hard to really tell.

[@hellocatwalkcity]

Such a good call-out! I’ve noticed this as well. I purchased bags in the past listed as “very good” and were happily surprised (like my vintage Chanel in truly excellent condition). But now I see bags listed as “very good” and they’re in pretty bag shape sometimes. 😣 I think sometimes we need to see the bag in person to really understand the condition. Thus, this new return policy may turn people away from even trying.

[@alissaria5454]

I recently got an excellent bag that definitely had way too many scratches to be excellent. Agreed I used to be pleasantly surprised with 'very good' condition items, not any more.

[@parishers6351]

Yes, they are not being honest with most of their posts

[@devanjanadutta9740]

Thank you for sharing. This is indeed very helpful. I had absolutely no idea that their policies have changed Ugh!! I guess I will now think twice before getting an item from them.

[@mcniki6410]

Great video, thanks for always keeping us informed. I have only purchased 2 items from Fashionphile and I don't foresee buying anymore due to this new policy. Duties & Taxes for shipments to Canada are ridiculous!!😫🥴

[@hellocatwalkcity]

I can imagine the costs add up for shipping to Canada!

[@kimroller3609]

Great video. I currently have an item on reserve with Fashionphile and I am aware of the penalty for cancellation. I was not aware of the new return policy. I agree that sakes have probably slowed post pandemic shopping, so they are now looking hard at their bottom line.

[@krishnav7507]

Thanks for the detailed analysis. For those of us not near big cities this is definitely a bummer As you noted many retailers are already doing this I do actually like that they flag customers with too many returns😂

[@Maribel.Hurtado]

Thank you for this video! I've always wanted to try fashionphile but overthink all the time🙃...maybe adding a detailed video of each item would not only help a customer be sure but avoid so many returns (just a thought).

[@laurenborghi5307]

Thanks for this information. I am just starting to get into mid luxury and luxury purses to start a collection. I just have started to get ads for a fashion file on KZbin. And after this information, I will not be purchasing from them. So thanks for posting this video!

[@Kay-jc3ub]

Thank you so much for doing this. I have been stalking their website for 5/6 years now. Once I went to sell something about 5 years ago to them, which they made an lowball offer. So I have sat at watched every youtube video possible on/about them. After watching your informative video, I know in my heart I could NEVER give them a dime of my money. Thank you for taking the time to share your knowledge of them. You don't know how much money you will be saving me. UPS maybe going on strike here in Texas any moment...That would run into the shipping and if I needed to return window time....WHAT A MESS THEY ARE....again thank you Hannah.

[@hellocatwalkcity]

You’re so welcome. I’m glad you found this very helpful in making your decision. I will be joining you - no more shopping on Fashionphile for me either. This really put a sour taste in my mouth. Thanks for raising the point about the UPS strike too. Shipping is definitely going to get messy if that happens!

[@amberr.6235]

This video was so helpful because I was really considering shopping with them when I could afford shopping pre-loved but this is making me reconsider!

[@jillgonzalez8330]

Thank you so much for the info! If you scroll down when looking at each location where it says "by appointment only," you can see "services at this location." But I plan to call and make sure because, as you said, it's not crystal clear. I completely agree with you about the condition not as described/restocking fee.

[@hellocatwalkcity]

Ah I didn’t see the bottom half showing more info! Thanks for that! I agree though that double checking is a good idea. 👍

[@annakim5589]

😮I was recently browsing the site and I did notice the 15 day return policy but had no idea the other things you mentioned in this video. I will be more hesitant to make any future purchases for sure. Thanks so much for letting us know!

[@hellocatwalkcity]

Yes I think we all just need to be informed so we know what we’re dealing with!

[@joyvillavicencio3501]

Thanks for sharing their updated policy! I was about to make a purchase myself! They are getting a little crazy with their T&C's!!

[@hellocatwalkcity]

I think it’s okay to still shop with them as long as you’re aware of the new policies. My biggest concern would be if there is a shipping delay and that eats into the return window.

[@tonipeterson5294]

Wow! Thank you for this video. I am a Fashionphile shopper. I have bought and sold many items there. I do not like these new policies. I also have had recent concerns about how long it takes to get quotes on selling a bag. I used to put an item up for a quote and get a quote back in literally 2 days. I've had to call or email several times as I was waiting 10 days to get my quote. It's then a entirely new matter should you accept the quote. It takes forever to get credited the money. The entire quote/payment process now takes upwards of 3-4 weeks when it used to take 2 weeks max. Very disappointing. I will still shop/sell there, but it does make me want to look for better options.

[@wrecklisseve]

Great video! 😃I am disappointed in the shorter return window and the elimination of free returns. I don't know from a photo if shoes are going to fit properly or if a bag will be too heavy for me to carry. The generous return policy was what brought me to Fashionphile. Their more restrictive return policy will definitely have me thinking longer and harder about my purchases with Fashionphile and perhaps reducing my spending with them, so it won't help them with sales from me.

[@mimvlog3236]

Thank you, Hannah! Great video super informative. Definitely more informative than Fashionphile themselves 🤔... the new return window and policy is cause for concern for sure. I have purchased many items over the years and their generous policy was one of the reasons I felt I could shop with confidence. While I am not in love with the idea of paying $14.99 to return an item, I am noticing more and more businesses are beginning to charge the customer for returns in this manner. We are now facing UPS strikes, it will only get worse. The days of the consumer being in charge seem to be over.... (and yes I made it to the end of your video 🌇 )

[@hellocatwalkcity]

Thanks for sharing your observations. I agree something it shifting on a macro level. It’ll be something to watch! Glad you made it to the end of the video! 😊

[@CandidsAna]

I had no idea of the changes, thanks for sharing. I agree they probably do have too much inventory right now

[@nicol3mii]

I have never shopped at Fashionphile before but this is really informative, leaving this 😆🥳 to show that I always watch your video until the end haha 🤠

[@McRambleOn]

So helpful, thanks for always having a thoughtful, helpful, informative approach to ur vids ❤️👍🏻

[@gail9381]

Thanks for the info! So helpful to have someone investigate and explain all the changes!🧐

[@hellocatwalkcity]

Glad it was helpful!

[@vickyl1010]

Thank you so much for the update!😜I will think twice before ordering again. Sounds like they are making small price increases here and there likely because of economy. All of my bills have increased. Businesses are trying to stay in business. At the end of the day the consumer picks up the extra cost.🙁

[@BeantownMrs]

Thank you for this heads up! It's been a while since I've shopped at Fashionphile, so I wasn't aware of these changes.

[@hellocatwalkcity]

Absolutely! Glad to share. Based on these comments, seems like most were not aware of the changes.

[@362mslaura]

I’ve submitted three different items for quotes recently and rejected each one, so low it wasn’t worth my selling. I chose to keep or gift each bag, all in excellent condition, rarely used. Interesting videos concerning their new policy, thank you! I always look forward to your posts!🥰♥️

[@joemichael5155]

Yeah they low ball. I’d rather just keep them.

[@hellocatwalkcity]

Been there! Totally feel you!

[@jeanneobbard]

❤‍🔥I buy jewelry from them occasionally, and return it too. The generous returns made me feel like I could see the item, handle it, think about it and decide if it was a good purchase or not. In fact I bought the same item from them twice because I returned it and they later offered it at a steep discount! So the return rules are a big deal to me and I appreciate you taking the time. ☺ I just looked up the store in my area and it's listed as being in a local mall, but then when I click it's "by appointment only" and apparently part of Neiman Marcus (aka Needless Markup). Why would I even bother? lol. I do wonder if the resale market is taking a hit in general. Luxury has definitely gone mainstream in the past decade(?) and that may result in over-saturation of popular styles.

[@hellocatwalkcity]

Totally agree. Luxury has gone mainstream, as you say, and luxury shopping often doesn’t feel luxurious anymore.

[@lessacamains]

Excellent video! thank you so much for sharing these changes!! I’ve been shopping with Fashionphile for years and I absolutely love their service. Recently I have discovered working with Personal Shopper and I find that it really mitigates the possibility of receiving some thing that is not exactly as you expected.. the team in New York as well as California will send pictures for any item that you want to see and provide you in detail all the information that you want to have so that before you go ahead and purchase you can see exactly what you’re dealing with an know exactly what it is that you’re getting. I am currently hunting for vintage Chanel, and in hopes to have an item purchased for a good deal be repaired or refresh either by Chanel directly or a cobbler.. thanks again Cat great video..

[@hellocatwalkcity]

I’d love to hear more about this Personal Shopper option.

[@lessacamains]

@@hellocatwalkcity Absolutely! You can connect with a personal shopper several ways. The first is that you can call the customer service line and select option to be connected with a personal shopper. You’ll need to confirm whether your item is located in New York or California. Once you’re on the line with them, just share the Web ID for the item. You’re limited to two items per call. You can also email them directly. There’s also an inquiry tool on the website by submitting a request. I hope this is helpful! I’ve had such an excellent experience using the service. I save myself a ton of headache. When I connect with the Personal Shopper team I usually ask them to go through the item in detail and advise on wear and tear, interior quality, Is there any odor, that very visible do look like dirt or marks. I hope this is helpful.

[@hellocatwalkcity]

@@lessacamainsthis is great info! I hope others will see this!

[@alishiawalker8703]

Thanks for the information. I have bought and sold from Fashionphile in the past and these changes are major!

[@hellocatwalkcity]

I agree, they’re pretty substantial changes and that’s why I wanted to inform everyone who may not have noticed.

[@tlk5807]

👍 good and helpful info. I purchased only once a Chanel Filligree 3 years ago from them and had no issues and happy with the purchase. I don’t remember all the 10% fees so I think your right about the scraping.

[@hellocatwalkcity]

Scraping hard 😂

[@fashionismypassiongirl660]

❤❤❤Wow, thank you so much for that information. It was really helpful. I was about to buy a very expensive bag and wasn’t sure if I really want to keep it. Now, I’ll be double thinking about my careful buy. 👏🏻👏🏻👏🏻😁

[@hellocatwalkcity]

Glad you caught this video before deciding! 💕

[@fashionismypassiongirl660]

@@hellocatwalkcity 😁yes, thank you so much!

[@constitutionalcarrot3720]

I only started buying and have been returning things to Fashionphile in the past 2 months. They still have a more generous or at least existent return policy, unlike Rebag and TRR, so I think FP realized they were being taken advantage of. I see how it would be easy swap out products or damage them before returning. Yet they still have market advantage. Still, this is the info we need, thanks!

[@hellocatwalkcity]

Fashionphile’s generous return policy gave them an edge. Now, no longer. Rebag has a short return window as well but doesn’t charge any return shipping fees as far as I recall. I’ve never ordered from TRR because of how notorious they are with fakes.

[@annaz6911]

Honestly I think this is one of the biggest issues facing preloved retailers, people get a used item and they don’t like it so they will damage it and claim the condition wasn’t as described in order to get a more generous return. The whole preloved market is such an amazing idea but dishonest customers and superfakes are ruining it for consumers.

[@RZpersonal77]

Hi Hannah, first of all I want to say that I love this video. It was very thorough and very informative so thank you very much. As for myself I’ve never purchased anything from a Preloved website. I’m always scared that I’m going to end up with a fake, take care and enjoy your weekend all the best.❤😊

[@hellocatwalkcity]

I’m so glad you found the video to be informative! You make a good point about fakes. Many customers who order from places like Fashionphile will use a third party authenticator to get extra reassurance on the item purchased. But now with this limited return window, customers will not have much to do that. It’s not ideal.

[@thesophialiu]

Oooh the last time I purchased I was so stressed bc they actually had that return policy change already but it was for 30 days - so it was a return period of 30 days from the day it shipped. But I was stressed because it took about a week for it to arrive and assuming it would take a week for it to return if I returned it, I would only have 2 weeks to debate if I wanted to keep the bag. This new shortened period is literally only realistically providing everyone 24-48 hours to make a decision on whether or not to keep the bag.

[@karentolliver-jones4894]

I’m sooooooooo glad that you posted this video….I’ve purchased & sold so much from Fashionphile. Just recently I was made aware of their policy changes…limiting customers on returns is ridiculous when you are purchasing items worth thousands of dollars from photos. I’ve only returned if items weren’t presented as expected or if it was the wrong item. They told me that my return rate couldn’t exceed a certain percentage. Last month, I purchased a Delightful MM per their description; they sent me a Delightful PM. When I returned it, they sent me a warning about returning items to them. Pretty disappointing. I’m leaning towards purchasing exclusively directly from LV.

[@chococatey]

Hi! Yes, I found out about the more limited return policy this past year. :( My local Neiman Marcus/ Fashionphile location says "by appointment only." When I picked up my purchase at that location I asked about returns. The representative there said I could return there. I guess as long as it does not say "no returns allowed" you can make an appointment to return.

[@kelliekim8227]

😮thank you for all the information 😀I shop with them few times in the past, before the changes.

[@comfynlux5695]

I noticed the did this too. I was shocked. I did not appreciate that they didn’t advertise this change to customers. This appeared to be sneaky and underhanded. Thank you for letting me know about the return fee that I didn’t know.

[@sarinabramley9407]

Best video ever! Unfortunately I found out about the return fee too late when trying to send a bag back to FP while another was en route to me. It just seems shady as most companies have a banner or email about policy changes so you know what you’re getting into and can decide whether or not you want to continue to purchase based on the new policies. I think I’m done with purchasing from them. 🤪🤪

[@virginiadimayuga5073]

This video was very helpful. I was not aware of their changes so thank you.

[@hellocatwalkcity]

Glad it was helpful!

[@brendafarley9004]

Glad I took time to look at this. Reminded me of policy changes I’ve just received from The Real also. Similar but different. I guess they are all “tweaking “ returns and other changes. Maybe you could do a video on The Real Real changes also.

[@TS-sf4fl]

Thank you for bringing this to our attention! This makes shopping with them a lot more risky now because in the past few years I’ve noticed the photos on their site aren’t as trustworthy along with their conditions compared to years ago. Sometimes I see a condition and price for a bag and I can’t believe someone approved the listing… several “very good” items should clearly be “fair” at best. Also noticed their Instagram comments are limited so I wonder if that’s yet another method of “silencing” customers raising potential issues publicly to hold them accountable for poor customer service directly with them.

[@hellocatwalkcity]

Totally agree about the inaccurate listings and the lowered standards on how they now rate the condition of their items. I’ve noticed it too. As for silencing IG comments - wow I didn’t know that! That’s shady!

[@ea1420]

Often their photos aren’t of the actual item for sale, it’s of a similar item.

[@hellocatwalkcity]

@@ea1420Yes I noticed especially the photos they have of the bags handing on the mannequins are not the actually item for sale. Bugs me!

[@gmegg7247]

Thank you Hannah ! I’ve made a few purchases from Fashionphile and was unaware of its changes. Return policies to Nieman Marcus are indeed sketchy 😮.

[@dipaolav]

FF has turned down three of my bags bc of excessive inventory . These were not common bags (Montaigne clutch, Bellevue pm in vernis and a Siracusa PM). I had checked their site to see how many they had prior to submitting them. Ironically, I received great quotes and sold to other resellers…I agree, something is up with FF. Thanks for another great video.

[@magnoliarose5910]

🕵🏻‍♀️🧐 I love the investigative reporting! VERY useful info!! I haven’t shopped there since the baby, but I have shopped there A LOT. This is great to know!! Thanks so much for doing this!

[@hellocatwalkcity]

Thanks! I dug and dug like it was my personal mission! 😂 🔍 Hope you and the baby are doing great!! 💕

[@magnoliarose5910]

@@hellocatwalkcity lol. I mean companies don’t have an issue emailing us ads…so why be so covert about this? Announce the policy change upfront with your customers via email. That return window from shipped date is the most ridiculous!

[@hellocatwalkcity]

@@magnoliarose5910EXACTLY!! A simple email blast to all existing customers would’ve done the trick.

[@lindygarrard4419]

😎 Thank you for this video! I hadn’t purchased from Fashionphile for at least a year, but did notice the change in the return policy - literally scratching my head wondering when did this change? As I hadn’t seen any chatter about it (until your video) I questioned my recollection of the previous return policy - like you, I recall it was 30 days from the delivery date. When I made a recent purchase I opted to spend extra for 2-day delivery to give me a longer return window to inspect and contemplate my purchase and whether to keep or return. In summary, although I have had no prior bad experience purchasing from Fashionphile, but with this change in its return policy I will take pause going forward and likely buy less if at all.

[@lesliecraven3087]

🎉 other stores charge a restocking fee, 15 days as long as I can get it postmarked Before the 15 day window does that count?

[@JerushaCouture]

I know I’m a FP Blogger Babe however in a clear directional outlook in the economics + e-commerce layout of the company like everyone else in the last 4 years downturn this company needed to tighten its reins. As fantastic as the policies were pre-pandemic it was heavily being taken advantage of. 30days to play, test and wear your item! then return for a full refund…🤔quietly became abused.. After so long of running this eased policy obviously the margins had to evolve, not to mention the companies cost increase. I know, super biased opinion here 🙋🏻‍♀️

[@hellocatwalkcity]

Hey Jerusha. Thanks for jumping in on the convo here. I agree and have always said their 30 day return policy was quite generous and if people have been abusing the system, Fashionphile of course needs to put safeguards in place to protect their business. However it seems the pendulum has swung way too far to the other side now. With the return window being 15 days from the SHIP date, any significant shipping delays can result in the customer being boxed out of the return window with no control but all the responsibility. Why not make it 15 days from the DELIVERY date? Also the bigger issue as I mentioned is that Fashionphile has gotten sloppy with their listings. Neglecting to mention wear & tear, odors, stains, etc in many listings or sometimes even posting photos of a different item that isn’t even the item for sale 🤯 and forcing customers to pay for return shipping on these misstated items seems unreasonable and irresponsible. And then on top of that, I’ve read comments here of people sharing that they had to return items due to condition not matching the listing, and yet they get penalized for having too many returns. Customers should absolutely be flagged for excessive returns but not if they’re returning bc of Fashionphile’s errors. I’m pro business but I believe the best businesses are fair and reasonable and when it comes to tightening their reins, they look inside their business first - meaning, examining how to tighten their inventory, clean up their listings, be more consistent/accurate, have efficient staff count etc before putting fees and penalties on their loyal customers. As you can see from the comments here, many Fashionphile fans are turned off now including myself. It’s a shame and I hope they will eventually find the right balance of policies that will both protect their business and take into consideration their customers’ experience. 😘