Buyer Agreement

To ensure sellers are treated respectfully, and have confidence in Stillwhite as a safe marketplace, our buyer agreement lays out the behaviour we expect from all buyers.

We ask buyers to communicate effectively with sellers, pay for their dress in a single transaction, and not to abuse buyer protection programs. Our agreement below outlines Stillwhite's expectations for buyer behaviour.


Communication

Communication between members is a key part of the Stillwhite buying or selling experience, and we want to keep it as safe as possible. Stillwhite monitors messages sent between members for fraud, abuse, spam, and other policy violations. If you contact sellers through channels other than Stillwhite, we can't help if problems arise.

Required

  • Send all messages through Stillwhite
  • Treat every seller professionally at all times
  • Respond to messages within 72 hours
  • Let sellers know if you are no longer interested in their dress

Not allowed

  • Sending messages that are commercial in nature or promote a non-profit. Promoting a business, service, non-profit or charity is strictly prohibited
  • Exchanging email addresses, phone numbers or other contact information, unless arranging to meet
  • Sending large number of messages in a short period of time
  • Offering less than 50% of the asking price
  • Asking to rent a wedding dress from a seller
  • Using profanity or offensive language with anyone on Stillwhite

For more information, refer to Why is my message quarantined.


Payment

PayPal is already integrated into our chat system making payment fast and secure. If you pay sellers through channels other than PayPal, we can't help if problems arise.

Required

  • Pay for the dress using PayPal when buying online (where possible). Using PayPal can help protect you if the dress arrives different to the listing description or doesn't arrive at all
  • Pay for the dress and postage fees in a single transaction
  • Use a Buy Now button when paying through PayPal
  • Pay for the dress using cash when meeting in person. This avoids PayPal fees, delays and disputes. Deals made in person are final

Not allowed

  • Sharing your credit card details with the seller
  • Paying deposits, instalments and partial payments
  • Offering to hire, rent or borrow a dress
  • Changing your mind after payment has been made

For more information, refer to our guarantee.


Postage and taxes

Most sales on Stillwhite require the dress to be posted. Sellers are responsible for safely packing the dress, charging the correct postage and supplying a valid tracking number. Buyers are responsible for paying the postage fee and any applicable taxes.

Required

  • Pay for all postage fees
  • Provide correct delivery address when making payment
  • Pay applicable import duty and taxes

Not allowed

  • Changing the delivery address 
  • Asking to send the dress without insurance
  • Asking the seller to undervalue the item to avoid tax, or mark it as a gift
  • Refusing to pay import duty or taxes. This could result in loss of payment and the dress

For more information, refer to import duty and taxes.


Disputes and returns

Although you're unlikely to experience any issues purchasing from a seller, we understand that your wedding dress is special and your purchase needs to be protected. If you pay a seller through a channel other than PayPal, we can't help if problems arise.

Required

  • Raise any concerns with the seller within 4 days of receiving the dress
  • If you’re unable to work things out with the seller, open a dispute through PayPal
  • Accept PayPal's resolution as final

Not allowed

  • Raising concerns about a dress more than 7 days after delivery. It's important to inspect the dress as soon as it arrives
  • Opening a dispute because you changed your mind. Try reselling it instead
  • Raising concerns for deals made in person

For more information, refer to our guarantee.


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