Shopping for luxury consignment is exciting, but it also comes with questions. Understanding the RealReal return policy is key to shopping with confidence. This guide will explain everything you need to know, from how returns work to what items are final sale. We’ll break it down into simple steps so you can make your next purchase without worry.
The process is designed to be straightforward for most items. However, luxury consignment has its own unique rules. Knowing these details upfront can save you time and ensure a smooth experience if you need to send something back.
RealReal Return Policy
The core policy states that most full-priced items can be returned within 14 days of delivery for store credit. It’s important to note that this is not a cash-back policy. Returns are generally processed as credit to your The RealReal account. The item must be in its original, unworn condition with all tags attached.
Final sale items are a significant exception and cannot be returned for any reason. We’ll cover what falls into this category in detail next. Always double-check the listing before you buy, as this status is clearly marked.
What Items Are Final Sale?
Certain product categories are always considered final sale. This means no returns or exchanges are possible. Here’s the list:
- All jewelry and watches
- Swimwear and intimate apparel
- Any item marked “Final Sale” on the product page
- Customized or monogrammed pieces
- Items purchased with a promo credit (unless faulty)
- Fine art and home decor
The 14-Day Return Window
Your return clock starts ticking the day your order is delivered. You have exactly 14 calendar days to initiate the return. It’s best to start the process online as soon as you decide an item isn’t right. This gives you plenty of time to pack it and get it to a drop-off location or schedule a pickup.
Don’t wait until the last day. Initiating the request on day 14 is fine, but you must then ship it back promptly. The return is tracked from the day you create the request, not necessarily the day it is recieved by their warehouse.
Condition Requirements for Returns
To qualify for a return, the item must be in the exact same state you recieved it. The RealReal’s authentication team is very thorough. They will inspect returned items closely. Here’s what they check for:
- Original Tags: The RealReal tag must still be attached.
- No Wear or Use: Absolutely no signs of wear, perfume, deodorant, or makeup.
- Original Packaging: All dust bags, authenticity cards, or extra straps should be included if they came with the item.
- Unaltered State: The item cannot have been altered, tailored, or cleaned.
What Happens If an Item Fails Inspection?
If the item does not meet these condition standards, The RealReal will not accept the return. They will ship the item back to you at your expense. This is why it’s crucial to try items on carefully over a clean surface and to keep all original materials.
How to Initiate a Return: A Step-by-Step Guide
Follow these steps to ensure your return is processed correctly and quickly.
- Log into Your Account: Go to The RealReal website and sign in. Navigate to “My Orders” in your account profile.
- Select the Item: Find the order containing the item you wish to return. Click on “Return Item” or a similar link.
- Choose a Reason: Select your reason for return from the dropdown menu (e.g., fit, style, etc.).
- Select Return Method: You can choose a prepaid shipping label for pickup or drop-off. In some cases, you might be able to return in person at a The RealReal retail store.
- Print Your Label: If you selected a shipped return, print the prepaid return label provided.
- Pack the Item Securely: Use the original packaging if possible. Attach the label securely to the outside of the box.
- Ship or Drop Off: Schedule a USPS pickup or take the package to a drop-off location. Keep your tracking number!
Return Shipping and Fees
The RealReal provides a prepaid return shipping label for eligible returns. There are no direct shipping fees deducted from your credit for standard returns. However, if you are returning a large or heavy item like furniture, special arrangements and potential fees may apply. You will be notified of any charges before the return is finalized.
For international orders, return shipping is not prepaid. You are responsible for the cost of return shipping and any applicable customs duties.
Store Credit vs. Cash Refunds
As mentioned, nearly all returns result in store credit. This credit is issued to your The RealReal account once the return is inspected and approved. It typically appears within 10 business days of the warehouse receiving your package. You can use this credit for any future purchase on the site.
Cash refunds to your original payment method are exceptionally rare. They are generally only issued if The RealReal made a significant error, such as sending the wrong item or an item that was grossly misrepresented. Even in cases of minor flaws described in the listing, a return will usually be for credit.
Exchanges
The RealReal does not offer direct exchanges. The process is to return the original item for store credit and then place a new order for the desired item. Given the one-of-a-kind nature of consignment, the item you want may sell quickly. It’s often recommended to purchase the new item first if you can, then use the return credit for a future shop.
In-Store Returns
If you live near a The RealReal brick-and-mortar store, you can often process your return there. This can be faster, as the associates can inspect the item on the spot and issue your credit immediately. Call your local store ahead of time to confirm they accept returns for online orders and to check their current procedures.
What If My Item is Damaged or Not as Described?
This is a critical distinction. If your item arrives damaged, or if it differs materially from its online description (e.g., a hidden stain not mentioned, a different model), you should contact Customer Service immediately. Do not initiate a standard return.
In these cases, The RealReal will often offer a full refund to your original payment method or a generous credit resolution. You will need to provide photos clearly showing the damage or discrepancy. Their customer service team is generally responsive to these issues.
Tips for a Hassle-Free Return Experience
- Inspect Immediately: Open your package as soon as it arrives. Check the item thoroughly against the online description and photos.
- Try On Carefully: Try items on in a clean environment, away from makeup, perfume, or pets.
- Save Everything: Keep all packaging, tags, and extras until you are sure you are keeping the item.
- Act Quickly: Don’t let the 14-day window slip by. Make a decision and start the process.
- Document Issues: If there’s a problem, take clear, well-lit photos right away before contacting support.
Frequently Asked Questions (FAQ)
Can I return a gift from The RealReal?
Yes, gift returns are possible. The recipient will recieve store credit for the current listed value of the item. The process is similar, but you may need the order number from the gifter. The credit will be issued to an account for the recipient.
How long does it take to get my store credit?
Once The RealReal receives your return, please allow up to 10 business days for inspection and processing. You will get an email notification once the credit has been issued to your account. It can sometimes be faster, especially for in-store returns.
What is The RealReal’s return policy on sale items?
Items purchased during most sales events follow the standard return policy, unless they are from a final sale category (like jewelry). However, always check the product page. Any item marked “Final Sale,” sale or not, cannot be returned.
What if I lost the original tag?
The tag is a strict requirement. If the The RealReal authentication tag is removed, the return will likley be rejected. The item will be sent back to you. It’s very important to keep the tag attached until you are certain you are keeping the purchase.
Can I return shoes if I’ve walked in them?
No. Shoes must show no signs of wear on the soles or any part of the upper. Trying them on indoors on a clean carpet is usually fine, but any marks or scuffs will result in a rejected return. Always check soles carefully before trying them on.
Does The RealReal offer free return shipping?
Yes, for most eligible domestic returns, they provide a prepaid shipping label at no cost to you. You can use it for a USPS pickup or drop-off. This is a nice benefit that many luxury retailers do not offer.
Making the Most of Your Shopping Experience
Knowing the RealReal return policy inside and out empowers you to shop smarter. The key takeaways are to respect the 14-day window, understand the final sale rules, and keep every item in pristine, original condition if you think you might return it. Consignment is different from buying new, and the policies reflect that unique marketplace.
By reading item descriptions carefully, examining all photos, and using the detailed measurements provided, you can greatly reduce the need for returns. When you do need to make a return, following the steps precisely will ensure a smooth resolution. This allows you to enjoy the thrill of finding unique luxury pieces with greater peace of mind.