Overview
Last updated: 21/09/26
This policy applies to purchases from Sara Raven trading as From Preloved to Reloved (“we”, “us”, “our”), whether made through our website or through our Vinted Pro shop.
Contact us at:
- Email: sales@fromprelovedtoreloved.co.uk
- Returns address: 1 Coppice Close, Melton, Woodbridge, Suffolk IP12 1RX
Nothing in this policy affects your statutory rights.
Our preloved items
We sell predominantly preloved and second-hand items. Normal signs of age, wear and use may be present and are reflected in the price.
We aim to describe every item accurately and photograph any notable flaws, marks, wear, alterations or missing parts. Please read the full listing, check measurements and look carefully at all photographs before buying.
An item will not be considered faulty simply because it shows reasonable wear consistent with its age, price, condition and description.
Your right to cancel
If you buy online, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason.
To cancel, please email us at sales@fromprelovedtoreloved.co.uk with your order number and a clear statement that you wish to cancel. You then have a further 14 days to return the item to us.
For Vinted Pro purchases, please start the return through Vinted where the platform allows this, as this helps ensure the return and refund are recorded correctly.
Condition of returned items
You may inspect and try on an item as you would in a shop. However, please take reasonable care of it.
We may reduce a refund if an item has been handled beyond what would reasonably be allowed in a shop, for example if it has been worn other than for trying on, washed, altered, damaged, smells of smoke or perfume, or has labels removed where applicable.
Please return items with all accessories, parts, packaging and any free gifts that were included.
Return postage
If you are returning an item because you have changed your mind, you are responsible for the return postage cost. We recommend using a tracked postal service and keeping your proof of postage.
We will pay, or reimburse reasonable return postage costs, where an item is faulty, not as described, or we have otherwise made an error. Please contact us before returning the item so we can agree the appropriate return method.
For Vinted Pro purchases, returns and postage are handled in line with the return options available through Vinted.
Refunds
Once we receive your returned item, or you provide evidence that it has been sent back, we will process your refund without undue delay and no later than 14 days afterwards.
Refunds will be made using the original payment method. For website purchases cancelled within the legal cancellation period, we will refund the item price and the cost of standard delivery. If you selected a more expensive delivery service, we will refund only the cost of our standard delivery option.
For Vinted Pro purchases, refunds will be processed through Vinted in accordance with its payment and dispute process.
Faulty, damaged or incorrectly described items
Please contact us as soon as possible if your item arrives damaged, is faulty or is not as described. Include your order number, photographs and a brief explanation where possible.
Your legal rights apply to all items we sell, including sale and preloved items. If an item is faulty or not as described, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and when you report the issue.
Items that cannot be returned for a change of mind
The legal right to cancel does not apply to certain goods, including:
- personalised or made-to-order items;
- items that are perishable;
- sealed goods which are not suitable for return for health or hygiene reasons once unsealed; and
- unsealed software, CDs, DVDs or similar media.
These exceptions apply only where permitted by law and where relevant to the item sold. They do not affect your rights if an item is faulty, damaged or not as described.
Exchanges
As most of our items are one-off preloved pieces, we cannot normally offer like-for-like exchanges. If you would like to return an eligible item, please follow the returns process above and place a new order for any alternative item you wish to buy.
Late or missing refunds
If you have not received a refund after we have confirmed it has been processed, please first check with your bank or payment provider, as processing times can vary.
If you still need help, email us at sales@fromprelovedtoreloved.co.uk with your order number.
Questions or complaints
If you have any questions about a return or refund, please contact us at sales@fromprelovedtoreloved.co.uk. We will always aim to resolve concerns fairly and promptly.