Frequently Asked Questions
For Customers
Getting Started
Return any item you have purchased on Chumbani and have not used or worn and get a full item refund. You must file a Return Request within 4 days of delivery. If the item you received was not sold as described or is inauthentic or damaged, you may also file a claim. Otherwise, you will have to pay for return shipping costs. For more details please review our returns cancellations policy.
Already A Chumbani member
File a Return Request within 4 days of delivery. After submitting a Return Request, you can print your Return Shipping Label from your Purchases page. Pack the item carefully using your own shipping materials and apply the label to the outside of the package. Make sure to secure the item in its packaging, as you are responsible for delivering it to us in the same condition you received it in. If you feel unsure about the authenticity of an item you purchased, or believe your item is damaged or was otherwise misrepresented, you can file a Claim within 4 days of receiving your order. Our Returns and Authentication Team will review your claim and if justified, you will not be charged for shipping costs.
All sales on Chumbani are binding.
After you place an order for your item(s), we let the seller know they have a sale and should ship to you as soon as possible. While you are charged immediately for the purchase, Chumbani does not pay sellers unless or until after the item is delivered to you. This means that most sellers ship right away! In fact, they have limited time from when you check out to confirm that they still have the item to ship, or the order will automatically be cancelled. As the buyer, you can be assured that you will get what you ordered or your money back. Chumbani will also email you all order updates along the way, including your tracking number once it is available - which you'll also find on your Purchases page.
Shipping
Currently we work exclusively with BoxIt. Please choose your closest location from our +650 points cross country. You can type your address and see on the map most relevant options for you.
Shipping times can vary but are limited to 10 business days. In any case we will send you an alert once tracking is available.
Sellers have 5 days from the date the buyer purchased to provide live tracking on the package, though most sellers ship more quickly than this. If you do not see an update on your Purchases page after this time, please contact Chumbani. Alternately, if the seller did ship, but the tracking has stalled or otherwise has unusual activity. We will contact the shipping partner on behalf of you and handle the process.
Payment
We currently accept only credit cards, however working hard to expand our options and soon to support PayPal, Bit and other local payment providers.
For Sellers
Getting Started
Simply register and fill out a few details about yourself, your style, and your closet. That is it. Once you have registered and your closet is open, you can start listing your pre-loved items for sale.
  1. An email address
  2. A personal credit card or bank account
  3. A printer (for shipping labels)
  4. A love for fashion and care for sustainability.
After you Open Your Closet you can start adding items to fill it up. You list an item by taking a picture/video and providing details on it. Once the item is sold you will get an email notification and will have up to 3 days to package it and drop it off at your chosen drop-off location. You will be entitled for payment once the return period is over and the buyer confirms it is intact (no tears, holes, stains, etc.).
Chumbani is a sustainable community, all items sold here should reflect this. Our current focus is on Women and Kids Second Hand Fashion and we will soon be adding more categories. If you have a specific need or idea of what to sell feel free to talk to us and we will do our best to make it happen.
You can open your closet with as little as 1 item. Since Chumbani is a community that is built on shared interests and love, we recommend adding at least 15 items so that your closet looks full and that visitors can get a sense of your style and follow you. The more items you have the better your chances are of showing up in search and filters. There is no limit to how many items you can have in your closet.
Opening your closet and listing your items on Chumbani is completely free. Once an item is sold, we take 20% commission from its price. You determine the price of each item and can see your expected earnings from it once you list it. Chumbani reserves the right to apply discounts and coupons to your items that may change your initial price. More information can be found here.
  • Exposure and community.
  • Start earning money
  • Easy listing
  • You believe in what we stand for and love what we do.
  • Hassle-free shipping and returns
If you are not getting the email, try the following:
  1. Check your spam or junk folder and any tabs in your inbox.
  2. Try adding "[email protected]" email address to your email contact list and then send yourself a confirmation email again
Found the email in the spam folder? Please mark it as Not Spam, for future notifications. If this does not work, please contact us for more support.
Already A Chumbani member
After you Open Your Closet you get access to your Chumbani Closet Dashboard. There you will be able to edit your profile, the look and feel of your closet, add pictures to your lookbook and add more items. You will also be able to manage your orders and see all the information regarding payment. We also send you email updates on every order that comes in and actions that require your attention.
Spread the love and share your closet. You can share your closet with your friends, family, and social network. Chumbani is a community. The more people that know about it, the more sales you will see. We also recommend:
  • Making your closet personal, attractive, and fun, with several images in your lookbook and information about yourself.
  • Taking several pictures of the items from different angles, according to our guide.
  • Providing accurate details about the size, feel, and look of your items.
  • Be picky and realistic. Please remember that one “bad” piece can scare away customers for good. Think about it; if one of your items is tattered and stained, potential customers may question the quality and condition of all the pieces you are selling.
  • Price it right. Everyone loves a good deal! If your goal is to sell quickly, we recommend pricing your item close to 75 percent off the retail price (50 percent off minimum).
Every image that is uploaded goes through automatic editing to clean it up and make it look WOW. Simply take photos of your items as instructed by our guide with any smartphone or camera and the rest is on us.
Provide accurate information about the condition of your items. Verify that it doesn’t have any holes or tears, that there are no missing buttons and no stains. If there are, and they are intentional, mention it in the description. The more the buyer knows what to expect the higher the chances they will be happy with what they receive.
All returns are handled via our platform and should be hassle free for you. In case of return, we contact you with one of the options:
  • Notification that the Buyer is not happy with the item for any reason, such as the style, fit or just changing his mind. Expect to receive your item to the BoxIt location you marked in advance. Your item can be listed once again to your closet.
  • Notification that the Buyer received an item that he believes is damaged, inauthentic or was inaccurately described in your listing. In such a case, you have the option to receive your item back but pay for the shipping expenses.
We are constantly working on improving our listing experience and soon to launch a new technology to support high product volumes. Please contact us directly for more details.
Shipping
While the shipping process may seem intimidating, it's exactly like riding a bike—once you get the hang of it, it’s simple. Here is how it works: Package the item with any box you have at home. We highly recommend including a small thank you note for the customer—this really counts when it comes time for them to write a review! The platform will typically email you a pre-paid BoxIt shipping label to print out and tape to your box. Print that label at home or pay a modest fee to print at a local shop. Then drop off your box at your chosen BoxIt location (you have up to 3 days from purchase request received to do that). You will not be charged since the label is pre-paid!
Payment
We send out payments at the beginning of each month to your PayPal account. The payments are for the amount you are entitled to withdraw based on your sales from the previous month. In case you do not have a PayPal account, we will send clear instructions how to open one and see your balance. You can then withdraw it to your personal Credit Card or Bank account.
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