Infantium Victoria Pre Loved is a resale marketplace where you can buy and sell previously worn Infantium Victoria products. It is managed by our technology partner Brandback.
If you have any questions that are not answered here, please send an email to:
WHY SECOND-HAND?
Buying secondhand is a way to strongly reduce your environmental impact. The production of new clothing requires a large amount of natural resources. Buying used items sent peer-to-peer reduces the carbon, waste, and water footprint of an article by up to 80%. Thank you for helping us to protect the environment.
FOR BUYERS
WHO AM I BUYING FROM?
You are purchasing an Infantium Victoria Pre Loved product from another customer who has decided to sell it. You can see their name in the listing. They are responsible for packing and shipping the item to you. Brandback, the technology provider, is here to help you through the process should you have any questions.
CAN I BUY AN ITEM IF I DON'T LIVE IN EUROPE?
No. The Infantium Victoria Pre Loved service is only live in the following countries: Germany, Austria, Belgium, Netherlands, France, Spain and Italy. Note that shipping rates might vary between countries.
WHAT SHOULD I DO WHEN I RECEIVE MY ORDER?
Once you have received your order, please look it over carefully and ensure it is as described. If everything is ok, accept the order. If you have any concerns, please contact our Infantium Victoria Pre Loved customer support team here within 3 days of delivery.
WHAT HAPPENS IF MY ITEM NEVER ARRIVES?
If your item does not ship within 6 full business days of purchase, you will have the option to cancel and receive a full refund. If your item never arrives, we will issue you a full refund. For example, if an item sells on a Thursday, the first full business day is the next day, Friday. Saturday and Sunday do not count then Monday-Friday are counted as the next 5 business days, after which you will have the opportunity to cancel.
WHAT HAPPENS IF MY ITEM IS DAMAGED?
If your item is damaged or in a significantly different condition to how it was described in the listing, you have 3 days after receiving your item to request a refund. You can do this by contacting our customer support team. We will ask you to explain the issue and send us a few photos. If we verify that the item has been misrepresented, we will email you a shipping label to return it. You have 6 full business days to ship the item, after which you will receive a full refund.
WHAT DOES SIGNIFICANTLY DIFFERENT CONDITION MEAN?
An item being 'significantly not as described' means that the item which has been received is significantly different compared to the photos or description used in the original listing.
Brandback will step in to review and resolve the issue if you have bought or sold an item which differs greatly from the description or photos provided.
Here are some examples of item issues that would be covered by the term 'significantly not as described':
- Incorrect sizes
- Wrong colours
- Counterfeit items
- Severe damage to the item
- Major wear or flaws which were not detailed on the listing
- Incorrect item/s
- Missing items in bundles
Here are some examples of item issues that would not be covered by the term 'significantly not as described':
- Smells
- Minor damage
- Material looks different than it did in the images
- Does not fit or does not look right
CAN I RETURN AN ITEM?
All sales are final and returns are not accepted. However, you can always re-list the item for sale on the pre loved marketplace. Re-listing an item is possible free of charge within 3 days of receipt of the item. In the rare event that a seller has misrepresented the item you purchased, you will also have 3 days after receiving the item to notify us of the issue and request a refund.
CAN I CONTACT THE SELLER?
Interaction between buyers and sellers are not enabled. Should you have any questions please contact us at team@brandback.de.
IS INFANTIUM VICTORIA GUARANTEEING THE QUALITY OF ITEMS SOLD ON THIS SITE?
Infantium Victoria does not guarantee:
- The existence, quality or authenticity of the items advertised
- The truth or accuracy of sellers’ content or listings on the service
- The ability of sellers to sell items through the service and ship items within required shipping windows
However, your purchases are protected when you shop with Infantium Victoria Pre Loved. We will refund you if your item never ships or has been misrepresented by the seller.
FOR SELLERS
WHAT CAN I SELL ON INFANTIUM VICTORIA PRE LOVED?
The pre-loved marketplace is currently available for nearly all of our historic and current items but there are some exceptions to this. We do not allow the sale of items that are not from our brand.
HOW DO I SELL AN ITEM?
- Upload a picture of your item
- Select from the suggestions or browse our database
- Add photos of the item and describe condition
- Agree to price and terms
- Preview and list
CAN I SELL AN ITEM IF I DON'T LIVE IN EUROPE?
No. The Infantium Victoria service is not currently available to sellers anywhere outside of the following countries: Germany, Austria, Belgium, Netherlands, France, Spain and Italy
WHAT CONDITION DOES MY ITEM NEED TO BE IN TO SELL?
We only accept items that are in good condition. For example, we do not accept items that have major rips, stains or missing/broken buttons or zippers.
CAN I SET THE PRICE?
No prices are set based on condition and article type. Our algorithm determines the price at which it is likely to sell.
HOW SHOULD I PREPARE MY ITEM ONCE IT’S SOLD?
If you’re selling a piece of clothing, ensure it’s freshly laundered. Make sure there’s nothing left in bags or pockets. A thank you note or a little story about the garment for the prospective owner is always encouraged!
WHAT PACKAGING SHOULD I USE?
Choose packaging that fits the size and shape of your item, while ensuring it’s well protected.
HOW DO I SHIP MY ITEM?
Once your item has sold, you will receive a pre-paid, pre-addressed shipping label via email. Pack your item(s) nicely with a personal thank you note and attach this label to your package. Drop it in the mailbox or at the nearest drop off point.
HOW LONG DO I HAVE TO SHIP?
Once your item sells, we will email you immediately with a shipping label. We recommend that you ship the item within 3 days of receiving this label. If you have not shipped your item within 6 full business days of receiving the label, the buyer will have the option to cancel their purchase.
WHEN WILL I BE PAID?
You will only be paid for your item after it sells. When our shipping partner informs us the item has been delivered, the buyer has 3 days to accept the item. Once this happens, we will release the funds and you can redeem these in cash or via store credit on the Infantium Victoria webpage.
HOW WILL I BE PAID?
It is up to you. If you choose cash, you will receive 85% of the net sales price (after deducting shipping and transaction fees). If you choose an Infantium Victoria voucher code, you will receive 110% of the net sales price.
CAN I USE MY DISCOUNT CODE ON INFANTIUM VICTORIA SECONDHAND?
If you choose an Infantium Victoria discount code, it can only be used for purchases directly on the main website. The voucher cannot currently be used on the pre loved marketplace, Amazon, Zalando or in store locations.
HOW IS MY ITEM PROTECTED AFTER I SHIP IT?
At the point your item sells, we will email you a pre-addressed shipping label to put on your package. Assuming you use this shipping label and the package is scanned into our shipping partner’s tracking system, you will be insured up to a value of €500 if the item gets lost in transit by the shipping company. When you scan the package at our shipping partner, we will send both you and the buyer an email with the tracking information.
WHAT HAPPENS IF THE BUYER DOES NOT ACCEPT THE ITEM?
If a buyer reports an issue with their order, we will ask them to upload details and photos for their return request. Our team will carefully review the case and offer a resolution. If you have misrepresented the item, for example by failing to communicate damage, you will not be paid and the item will be returned to you.
ABOUT BRANDBACK
WHO IS BRANDBACK?
Brandback is the service provider that handles the development and operation of this marketplace. For more information, please see their website at: brandback.de