FAQ
23456789

Home page

FAQ

Guiltless is a premier luxury consignment site offering up to 80% off original retail price for pre-loved and off-season designer apparel, handbags, shoes, accessories, jewelry, watches and lifestyle products.

Our sole purpose is to provide customers and consignors a guiltless way to reconcile their shopping (ahem, and hoarding!) habits.
Don’t we all have:

  • Impulse Buys: Things you purchased on a whim but don’t actually need
  • Repeat Offenders: Pieces you’ve worn and cannot wear again
  • Once Upon A Time: Items you used to adore but have outgrown
  • Deja Vus: Things you've bought only to discover your friends have the same 
  • Gift Dilemmas: Well-meant gifts that cannot be returned

… Despair no more – we’re here to deliver you from your guilt!

*Please note that Guiltless is in no way affiliated with Gilt Groupe or health food companies ☺

“Consignment” is an effortless way to sell your items!

It means you still own the item right up until it sells, and we receive a commission that is subtracted from the selling price.

Check out our Consignment Guidelines for full details on the process!

  1. Finally a well-curated collection free from outdated vintage or thrift store items!

  2. Free consignment pick-ups, wherever you are in the world

  3. Express global shipping

  4. A level of service unprecedented among pre-owned retailers (including but not limited to professional model-shot product listing photographs, buyers cannot ever directly contact you regarding problems, all shipping/ insurance/ processing/ returns is done by us thereby saving you precious time from visiting the Post Office!)

Guiltless consignors can rest assured knowing that their items will reach not only a wide client base but also fetch one of the highest possible prices. To further maximize value for our consignors, we also strive for one of the lowest commission rates available in the market.

“Vintage” refers to items that are at least 15-20 years of age. At current times, this would mean an item that was made in year 2000 or earlier.

“Second-hand” refers to items that are not sold directly from the brand’s own store or an authorized reseller. Second-hand items would have passed through someone else’s hands before being sold to you, but may not necessarily have been used.

“Pre-loved” refers to items within the second-hand category that definitely has been used (to varying extents, from gently used to completely worn out).

Nowadays however, “second-hand” and “pre-loved” are used interchangeably in many situations.

At Guiltless, we define ourselves as a second-hand consignment store, meaning we stock items from our consignors that may or may not have been used.

Nope!

To keep our presence truly international and to better serve our customers around the globe, Guiltless does not have a physical store.

We do however have a showroom in Hong Kong for our VIP customers and consignors, as well as friends and family. Email us next time you travel to Hong Kong if you would like a tour of our showroom!

Not yet!

But a Guiltless app for your smartphone is currently in the works. In the meantime, our website is mobile-optimized ☺

If you are experiencing problems with our website, please check your browser to ensure compatibility. You can also try using different Internet browsers (e.g. Chrome, Safari, Firefox…) ☺

If the problem persists, please take a screencap of any error messages that pop up and email us for help!

Thank you for sharing ☺! You can find sharing options for all your favorite social media platforms right on the product page.

Please log in to your Guiltless account via the top right corner of our webpage, and select the “Personal Information” section. There, you can change your personal details including name, email, password and Guiltless nickname!

We are currently only available in English, and prices are displayed in either Hong Kong Dollars (HK$) or United States Dollars (US$), switchable at the top-right corner of our webpage (above the search bar!). Please note though that all payments are processed in US$, and prices quoted in HK$ are for reference only.

Stay tuned as Guiltless will soon be available in other languages as well as supporting multiple currencies!

Sorry to see you go! ☹

You can change your email preferences by:

  1. Clicking the “unsubscribe” button at the bottom of any newsletters we send you
  2. Logging in to your Guiltless account via the top right corner of our webpage, and selecting the “Email Preferences” section.

Hope to see you again soon!

Sorry to see you go! ☹

Please log in to your Guiltless account via the top right corner of our webpage, and select the “Personal Information” section. There, you can change your personal details or even (gasp!) delete your account.

Adios amigo!

Thank you for referring us to your friends! Of course, there’s a little something in it for everyone ☺

Just log in to your Guiltless account via the top right corner of our webpage, and select the “Referral Rewards” section:

  1. You can send Guiltless invitations to your friends via email, facebook or twitter
  2. You can also just tell your pals to enter your Guiltless-registered email in the “Promo Code” field when they first purchase something

The referee will instantly get US$10 off their next order, and you too will receive a US$10 off Referral Coupon after they successfully purchase something… Give $10 to get $10!

Note that Referral Coupons CAN be combined (yay!), but there is an upper limit of using 10 Referral Coupons per order ☺

Once in a while, Guiltless runs contests and other promotional events with prizes such as Guiltless store or specific gift items. If you win such a contest of ours, you will be subject to the following conditions:

  • All prizes are non-negotiable and non-refundable
  • Prizes cannot be redeemed for cash
  • Guiltless store credit is non-transferrable
  • Further contest-specific Terms & Conditions may apply

Yes! We’re always on the lookout for new talent!

Please check out our Careers page to see all of our current openings.

We look forward to meeting you ☺

“Consignment” is an effortless way to sell your items!

It means you still own the item right up until it sells, and we receive a small commission that is subtracted from the selling price.

Check out our Consignment Guidelines for full details on the process!

Thanks for asking!

The process is very straightforward – simply fill in a Consignment Form, we will reply with a list of your items that we accept, and DHL will come pick it up from your doorstep. Fast and easy – just the way it should be!

Check out our Consignment Guidelines for full details on the process!

Please check out our Consignment Guidelines for more detailed information ☺

Absolutely not!

Guiltless prides itself over the complete anonymity and privacy promised to all consignors and purchasers alike. Your real name, identity and contact information will only be used by Guiltless for the e-commerce service we provide, and are NEVER disclosed to third-parties – no one can trace who sold what items.

However, in the event that an item sent to us is suspected to be counterfeit, Guiltless will fully cooperate with authorities and reveal any and all contact information of consignors submitting such products.

Please refer to our Privacy Policy for more info!

Guiltless accepts items that are:

  • From mid to high-end women’s designer labels (for more information, refer to our Designers List)
  • Women’s apparel, handbags, shoes, accessories, jewelry, watches and lifestyle products (…plans to include menswear and kidswear are just around the corner!)
  • Current, in fashion, and not intended for vintage costume parties
  • 100% authentic
  • New or gently-used without major defects

Please refer to our Consignment Guidelines for more info!

Not at all!

As long as your item is still in acceptable, desirable and useable condition, feel free to include them in your Consignment Form!

Depends…!

Vintage refers to items that are at least 15-20 years of age. At current times, this would mean an item that was made in year 2000 or earlier.

Upholding our promise to not flood our customers with outdated costume-party like products, most vintage items unfortunately do not make the cut when it comes to consignment at Guiltless – shoulder-padded persimmon-orange corduroy need not apply!

However, certain vintage items like Hermes Birkin or Chanel 2.55 bags never grow out of fashion, and are more than welcomed here at Guiltless.

Not sure if your vintage item is classic enough to be consigned? Email us at info@guiltless.com - we make exceptions and you might be pleasantly surprised!

Guiltless accepts contemporary and high-fashion brands. Please refer to our Designers List for more information!

Don’t see your favorite brands on the list? Email us at info@guiltless.com - we make exceptions and you might be pleasantly surprised!

Items from unknown or lower-tier brands, as well as those difficult to wear in our modern day and age may be rejected.

Items that have significant and irreparable defects such as discoloration, stains, or scratches may also be rejected. Please keep in mind that Guiltless does care for the items and will dry-clean, wash or restore them if need be.

Always send in a consignment form with pictures of your item and an accurate description of any defects so that our consignment team can make well-informed judgments!

Please refer to our Consignment Guidelines for more info!

Absolutely not!

The whole point of luxury consignment is that you as our consignor don’t need to lift a finger – let us do all the grunt work for you ☺

Upon arrival at Guiltless, your item will be cleaned, dry-cleaned and (if necessary) undergo simple restoration work before being showcased alongside other treasures on our website.

Please don’t! For any last minute items that you wish to consign but were not listed in your Consignment Form, please fill in a separate Consignment Form and we shall arrange for a separate DHL pick-up.

Guiltless reserves the right to reject any item whose conditions have been misrepresented in the Consignment Form (even if the item was provisionally accepted by us from the Consignment Form), in which event we shall email you to enquire whether either:

  1. You wish to provide more details as listed in the Consignment Form and re-negotiate the Target Price Range
  2. You wish us to return the item to you (which shall be at your risk and expense including paying the two-way shipping fees as well as a nominal handling fee of US$20)
  3. You wish us to donate the item to a charity of our choice

Guiltless maintains a strict zero-tolerance policy on all counterfeit items. All items that pass through Guiltless undergo stringent authenticity checks. In the event that a consigned item is found to be counterfeit, it will be handed over to law enforcement for documentation and if permitted by law subsequently returned to you by Guiltless after you submit payment for its two-way shipping fees.

The item may be used against you in legal proceedings. You will be notified of further actions by the relevant law enforcement agencies.

Please refer to our Authenticity Promise and Consignment Guidelines for more detailed information!

Don’t you worry!

Guiltless offers FREE pick-ups via DHL Express Worldwide no matter where you are in the world. Just pack your items securely, including all documentation we send to you, and you’re good to go!

Please refer to our Consignment Guidelines for more info!

We can try to!

Please contact us as soon as possible after sending us your consignment pick-up address and we’ll do our best to change or cancel it according to your wishes!

Please ensure that the item is available for collection at the time and on the date agreed. If DHL is unable to collect an item because there is no one available at the agreed collection address, or you have provided an incorrect or incomplete collection address, we will have to charge a nominal DHL Repeat Collection Fee of US$20 or more for each repeat collection trip ☹

We do!

By default, all orders are shipped with insurance via DHL Express Worldwide until they reach our Headquarters.

Here at Guiltless, we have a fixed standard insurance value range for different product categories, which varies according to our previous sales history, experience, the item’s brand, material, cut, size and style etc.

Please note that the item value declared for insurance purposes is NOT the price your item will be put on sale for.

We strive to offer our consignors their most ideal selling price!

Before picking up your items, all consignors are required to provide an acceptable price range – the highest price being your ideal selling price, and the lowest price being the minimum you would accept to let the item go for.

Our team will then determine a starting price, within your acceptable price range, according to our previous sales history, current trends, brand awareness and uniqueness etc. However, in case we consider your price range unsuitable, we will contact you via email to discuss!

Please refer to our Consignment Guidelines for more info!

We try to be as thorough as possible here at Guiltless, especially when it comes to our consignments! However, there are two scenarios in which your item may be rejected after we receive it:

  1. If the item’s conditions were misrepresented in your Consignment Form, you can choose to have the item donated to charity, or pay two-way shipping fees and a handling fee of US$20 to have the item shipped back to you
  2. If the item’s conditions are as reported in your Consignment Form and Guiltless decides to accept it, we will make every effort to restore it to saleable condition. However, in the event that the item post-restoration still fails to meet saleable standards, it will be sent back to you at your return shipping expense without additional charges

Please refer to our Consignment Guidelines for further information.

As the consignor, you may at any time request for your unsold items to be returned to you. However, you are strongly encouraged to keep your consigned item(s) with us for at least 11 months or until it has been sold.

  1. If you want your item back after 11 months of it being listed (and not sold) on our website, all you need to pay is one-way shipping fees back to you.
  2. If you want your item back after 9-10 months of it being listed (and not sold) on our website, you will need to pay one-way shipping fees back to you as well as a US$20 handling fee for the cleaning and restoration work done for the item.
  3. If you want your item back before it has been listed (or listed but not sold) for 9 months on our website, you will then need to pay for two-way shipping fees plus a handling fee calculated as the higher of either US$20 or 70% of your total commission based on the Selling Price at the time of your withdrawal request.

Please refer to our Consignment Guidelines for further information.

Unfortunately, neither you nor us at Guiltless will have control over the item’s future after it has been sold

Unfortunately not by yourself!

To make selling a breeze for you, Guiltless takes care of all the photos, descriptions and marketing of your item. However, if you are unhappy with any of the features, you can always contact us and we will work with you to make it right ☺

Items are typically listed on Guiltless for 11 months if unsold. Longer listings can also be negotiated!

Please refer to our Consignment Guidelines for more information.

If your item remains unsold at its original selling price for more than 3 months, Guiltless will automatically re-list the item at a 15% discounted price. Further discounts will then be conducted automatically every subsequent 2 months at increments of 30%, 50% and 70% off, unless otherwise instructed.

If your item remains unsold for 2 months at 70% off (a total of 11 months after its first listing), we will contact you for further discounting or other arrangements!

Please refer to our Consignment Guidelines for further information.

Yes.

If your item remains unsold at its original selling price for more than 3 months, Guiltless will automatically re-list the item at a 15% discounted price. Further discounts will then be conducted automatically every subsequent 2 months at increments of 30%, 50% and 70% off, unless otherwise instructed.

If your item remains unsold for 2 months at 70% off (a total of 11 months after its first listing), we will contact you for further discounting or other arrangements!

Please refer to our Consignment Guidelines for further information.

Guiltless takes a commission of 30-55% depending on where the consignments are from.

Please refer to our Consignment Guidelines for further information.

Absolutely not

However, the following fees might apply:

  1. In the unlikely situation that dry-cleaning or basic repair services are not sufficient to restore an item to a saleable condition, Advanced Treatment may be required. This fee is equivalent to the higher of US$20 or 10% of the final Selling Price. Consignors will be notified in these situations and have the right to approve such Advanced Treatments, or pay for one-way shipping and have the items returned without additional cost.
  2. If DHL is unable to collect your consignments because there is no one available at the specified address, or you have provided an incorrect or incomplete collection address, a DHL Repeat Collection Fee of US$20 or more might be taken for each repeat collection trip.

Please refer to our Consignment Guidelines for further information.

A shopaholic never divulges her secrets ☺

Two to three weeks after your item is sold, we will inform you of your successful sale (yay!), and we will process the payment as instructed by you in the Consignment Form on every 14th and 28th of every month (if such day is a Sunday or public holiday, on the next following working day).

You can receive the money via cashier’s or local Hong Kong dollar check, bank or Paypal transfer, or redeem in non-expiring Guiltless store credit with an extra bonus of 3%!

Store credit will be credited to your account within 1 week after we have processed the payment instructions, while Paypal and credit card refunds may take more than 2 weeks to complete after we have processed the payment instructions, depending on the financial institution’s processing time ☺

Please refer to our Consignment Guidelines for further information.

Our process of crediting consignors 2-3 weeks after their item is sold exactly prevents against this situation!

No more nail-biting or email-dreading that the buyer will return your initially-sold items – Guiltless will only tell you the good news once the deal is set in stone ☺

Your shipping, billing and payment information entered during checkout will automatically saved into your Guiltless account for the convenience of future consignments.

However, you can always delete or modify the information by logging in to your Guiltless account via the top right corner of our webpage, and selecting the “Address Book” or “Payment Details” sections.

Rest assured that your personal information will NEVER be disclosed or used for any other purpose than consigning and purchasing on Guiltless.

Any amount listed beside “Your Store Credit” on the top-left corner of the webpage will be available for you to use towards your next purchase at Guiltless.

These credits are earned:

  1. When you opt to receive payment for your consigned items via Guiltless Store Credit (you also get a bonus +3%!)
  2. If you return a purchased item and choose to be refunded in Guiltless Store Credit

The best thing about these credits? They CAN be combined and NEVER expire. Woohoo!

Absolutely not!

Guiltless prides itself over the complete anonymity and privacy promised to all consignors and purchasers alike. Your real name, identity and contact information will only be used by Guiltless for the e-commerce service we provide, and are NEVER disclosed to third-parties – no one can trace who bought what items.

In the event that an item sent to us is suspected to be counterfeit however, Guiltless will fully cooperate with authorities and reveal any and all contact information of consignors submitting such products.

Please refer to our Privacy Policy and Authenticity Promise for more info!

It’s easy-peasy!

  1. Browse or search by product types, categories, designers, colors, care instructions etc.
  2. Add the items you want to buy to your shopping cart
  3. Go to the checkout and fill in the relevant payment and shipment details to complete your order
  4. Expect to receive an order confirmation email as well as a shipping confirmation email
  5. Your items will be delivered to you by DHL, beautifully wrapped in our signature packaging
  6. You have 7 calendar days from receiving your shipment to return any item(s) from your order

Yes, of course!

Although online shopping is the fastest and cheapest way to place orders on Guiltless, we understand how frustrating tricky internet connections are. So if you could like to place an order over the telephone, feel free to give us a call

Enter the particular item’s name or other relevant keywords into the search box located at the top right-hand corner of the webpage.

You can also make use of our category filters to narrow down a product selection that suits you ☺

We at Guiltless strive to make our process as transparent and hassle-free as possible. Trust and authenticity are our top priorities, so we have a ZERO tolerance policy for counterfeit goods

Please be aware that if an item sent to us is suspected to be counterfeit, Guiltless will fully cooperate with authorities and related luxury brands in tracking down the source of counterfeit items.

All items we list on our website are inspected manually by our Guiltless Team members who are equipped with abundant first-hand knowledge and personal experience in luxury brands.

For more information, please refer to our Authenticity Promise!

In the unlikely event that you receive a purchase that is suspected to be counterfeit, please alert and return the item in question to us within the 7-day return window (DHL postmarked) in the original condition with original tags attached.

We will gladly offer free return shipping, a full refund, special coupons and/or store credit as further compensation, and look into the source of the suspected item. This policy extends to all items, even those marked “final sale”.

For more information, please refer to our Authenticity Promise!

Not all of the items sold on Guiltless are new. We will always list what condition the item is in whether it is gently used, used, new with tags or new without tags. Please read our condition description carefully!

Remember though, all items whether new or pre-loved will be meticulously cleaned and cared for prior to being packed and mailed to you in our special packaging ☺

All information about an item is listed on its product page, including our Guiltless condition ranking and thorough condition description, which is meant to help you get an idea of how used an item is.

Guiltless fully discloses any defects on items and does not accept items that have been conspicuously worn out.

Furthermore, all of our items whether new or used are meticulously cleaned and restored back to saleable conditions!

Here at Guiltless, we rank all of our products based on their condition as follows:

  1. New with tags – These items have tags still attached. They were likely consigned by someone who bought them but never had the chance to use them or even cut the tags off.
  2. New without tags – These items were likely consigned by someone who bought them and accidentally damaged the tags, or removed the tags with the intention of using it but never had the chance to.
  3. Gently used – These items have been used only a couple of times and are still in like-new condition. These items will show no noticeable wear and tear, but extremely minor signs may be present.
  4. Used – These items look slightly less new than those “gently used,” but are still in fantastic condition without major cosmetic issues.

Of course!

You can count on it. Guiltless takes ALL of our own product photos to ensure top-notch accuracy and quality ☺

Of course we clean them!

All items shipped from Guiltless, whether new or pre-loved, will have undergone rigorous cleaning and (if necessary) meticulous restoration works. This way you can just unwrap and go!

Yes!

Simply add your personalized gift message during check out and we will include it in the package as a handwritten note. For all orders that contain gift messages, we will automatically remove all prices from our invoices and tags.

Sure!

Simply contact us with any questions you might have and we’ll reply in a jiffy ☺

Most likely, yes!

Please contact us as soon as possible after placing your order and we’ll do our best to change or cancel it according to your wishes!

Remember though, all orders placed within 12 hours of each other are shipped together to save Mother Nature ☺

Maybe!

If you missed out on an item that has been sold, you can still add it to your wishlist by clicking on the heart symbol beside it. This will set up an alert for you if that item or other items from that brand ever becomes available again.

You may also contact us for recommendations on similar products or styles ☺

Unfortunately, our personal concierge service is currently only open to top-tier (aka fashionista) members of our VIP program.

Stay tuned for any updates!

A shopaholic never divulges her secrets ☺

Beautifully, of course!

Guiltless takes pride in our signature packaging ☺

Have suggestions on how to make it even more kickass? contact us!

Guiltless offers DHL Express Worldwide shipping services during our working hours (Monday to Friday 10:30-19:30 HK time, excluding public holidays in Hong Kong).

Product prices on our website do NOT include shipping fees which shall be added at the checkout.

Please see our Shipping Guidelines for details!

(…Psst! We sometimes offer free shipping on all orders! To be the first to know, sign up for our newsletter!)

Of course!

No online store worth their salt doesn’t ☺

Please refer to our Shipping Guidelines and Countries We Deliver To for more information.

Note that the information may change without prior notice though!

Unfortunately not ☹

In some instances, certain items containing fur, ivory, reptile or other exotic properties may not be lawfully imported into the destination country.

It is the Buyers’ responsibility to ensure that the item can be lawfully imported to the destination country.

Unfortunately not ☹

Please contact DHL for further requests…

Most likely yes!

Please contact us as soon as possible after placing your order and we’ll do our best to cancel or change it according to your wishes!

Remember though, all orders placed within 12 hours of each other are shipped together to save Mother Nature ☺

Most likely yes!

You can change your shipping address up until the point of shipment with DHL (normally within 3 working days of placing your order).

Please contact us as soon as possible after placing your order and we’ll do our best to change your order’s shipping address according to your wishes.

Once the order has shipped however, it is beyond our control and you will need to contact DHL directly ☹

The following information serves as a guideline only. Actual Shipping Prices will be applied upon checkout.

Please see our Shipping Guidelines for more info!

Sometimes!

We offer free shipping once in a while during special promotions. To be the first to know, sign up for our newsletter

By us!

Items will be insured by Guiltless prior to shipping until it is delivered to you. Once you have confirmed receipt of delivery by means of a signature, the responsibility of your purchased goods is then passed to you. If someone else signs for delivery of an item on your behalf (whether or not they have authority to do so), you shall be treated as having received the item. So be prepared!

We’re all about being speedy here at Guiltless.

We know you’ve got places to be and faces to see (while wearing and using your awesome new items), so we won’t keep you waiting.

Items will be packaged and picked up by DHL within 3 working days of your order.

Please note that Guiltless does not accept any liability for failure to deliver items within the stated delivery period!

We will send an email acknowledgment once your order has been placed. An additional email notification including tracking information will be sent to you once your package has shipped.

You can also view the status of your order and its tracking information in My Order.

The total time required for you to receive your order = + Processing Time (up to 3 working days) + Delivery (1-10 working days, depending on location)

Patience is a virtue ☺

…That we wish we all had hah!

You can check the status of your order and its tracking information by logging in to your Guiltless account via the top right corner of our webpage, and selecting the “My Order” section.

Still have problems? Please contact us or contact DHL for assistance in tracking that darn package down!

Most likely yes.

DHL’s delivery policy varies according to region, but in most cases when there is no one to sign for the package, DHL will leave a contact note to arrange for re-delivery. If DHL is unable to collect an item because you have provided an incorrect or incomplete collection address, we will have to make a nominal handling fee of US$20 or more for each repeat collection trip ☹

All orders are shipped on a DDU (Delivery Duty Unpaid) basis – all relevant import taxes and duties are not included in the item price.

Customers will be responsible to pay any import taxes, customs duties or other fees levied by their country. Payment is usually collected at time of delivery or you will receive a slip saying import taxes have to be paid before your parcel can be released to you.

Please click here for a reference of various countries’ VAT rates. This is by no means a complete list. Buyers are responsible for checking their countries’ domestic sales tax and other taxes that may apply on international import of luxury fashion goods.

Absolutely, and with a big thank you too!

Please keep any or all of our Guiltless signature boxes (in good condition!) and contact us to make arrangements for them to be shipped back to us. We will pay for the boxes’ shipping and reward you with special coupons and/or store credit for your good deed.

Now give yourself a pat on the back!

A shopaholic never divulges her secrets ☺

At Guiltless, we try our best to find the most accurate original retail information so our customers can be shown what they would or could have paid for the same item elsewhere..

To start off, our consignors provide their items’ original prices according to their purchase receipts or to the best of their knowledge.

Our experts then use such information and conduct further research among a variety of retail stores for past and current prices of identical or comparable items to form a reasonable first-hand retail price.

In some cases where the original selling price is no longer available or varies depending on country, it is not possible to assume the exact price of the product sold at any particular location and time.

Customers are reminded to please use the original retail price as an approximate guide only.

We accept all major credit cards, Paypal and Guiltless store credit as payment ☺

We currently only support United States Dollars (HK$), and prices quoted in Hong Kong Dollars (US$) are for reference only. Stay tuned for Guiltless soon supporting other currencies!

Make sure that you enter your credit card details correctly:

  • Spell and capitalize your name exactly as it appears on your credit card statements
  • Enter your card number without any spaces
  • Double-check your expiry date, billing address and zip code
  • Enter the correct password in your Visa or MasterCard 3D secure page (if applicable)

If despite entering all of the above correctly you still encounter issues with your payment, please contact your credit card issuer to ensure no holds are currently placed on your card.

On a side note, please pay close attention to your inbox and spam folder after placing an order with us. In the rare event that an order is spot-checked for fraud, we may require further payment verification before we can process your order!

Yes.

Product prices on our website do NOT include shipping fees which shall be added at the checkout.

Please see our Shipping Guidelines for more details!

(…Psst! We sometimes offer free shipping on all orders! To be the first to know, sign up for our newsletter!)

Items will be insured by Guiltless prior to shipping until it is delivered to you. Once you have confirmed receipt of delivery by means of a signature, the responsibility of your purchased goods is then passed to you. If someone else signs for delivery of an item on your behalf (whether or not they have authority to do so), you shall be treated as having received the item. So be prepared!

Unfortunately not ☹

Items do frequently go on further sale though, and you can bag yourself some goodies for an extra 15% to 70% off!☹

Simply add an item to your wishlist by clicking on the heart symbol beside it – this will set up an alert for you when the item goes on sale… that is if someone else doesn’t snatch it up first!

…Sign up for our newsletter and your refer friends to receive these awesome promotion coupons!

Yay for you!!

When you refer friends to Guiltless the referee will instantly get US$10 off their next order, and you too will receive a US$10 off Referral Coupon after they successfully place an order!

You can use up to 10 Referral Coupons per order, just remember to enter them in the field provided in your shopping cart, one by one – before checking out!

Please enter your code in the field provided in your shopping cart – before checking out!

Depending on the specific promo or discount code, you may be able to enter more than one by doing so one at a time.

Don’t worry, they aren’t cAsE sEnSiTiVe ☺

Feel free to contact us if you have any further questions!

  • Discount Coupons, Referral Coupons and Promotion Codes cannot be redeemed for cash or exchangeable for Guiltless store credit.
  • Discount Coupons and Referral Coupons are intended for single use only.
  • Only one (1) Discount Coupon may be used per order.
  • A maximum of ten (10) Referral Coupons may be used per order.
  • Promotion Codes can be used more than once, unless otherwise stated.
  • If there is a minimum purchase requirement for the use of certain Coupon or Codes, the minimum purchase amount shall exclude applicable taxes, shipping and handling fees for that order.
  • Certain products may not be eligible for discount or promotion. This shall be clearly stated in the description of the product(s).
  • Discount Coupons, Referral Coupons and Promotion Codes cannot be resold, transferred, extended or used past the expiry date.
  • If your return of one or more item per order results in the order value to fall below the minimum purchase requirement for use of that coupon or promo code, an amount equal to the value of savings from the Discount Coupon, Referral Coupon(s) or Promotion Code will be deducted by Guiltless from the refund.

Don’t you hate it when you shop an online sale but almost every desirable brand is excluded from the promotion? We get so annoyed at that too! So at Guiltless we’ve sworn to make sure that all discounts apply across the board to all items.

In the very rare case that certain items are not eligible for promotions however, it will be clearly indicated on the product’s page and the discount will therefore not be applied to those particular items at checkout after you enter the code.

Any amount listed beside “Your Store Credit” on the top-left corner of the webpage will be available for you to use towards your next purchase at Guiltless.

These credits are earned:

  1. When you opt to receive payment for your consigned items via Guiltless Store Credit (you also get a bonus +3%!)
  2. If you return a purchased item and choose to be refunded in Guiltless Store Credit

The best thing about these credits? They CAN be combined and NEVER expire. Woohoo!

Yes, of course!

In fact, as a thank you for shopping at Guiltless, you may use your store credit without limit for any order including paying for shipping fees. Easy peasy!

Please note however that unlike store credit, Referral Coupons may only be combined to a maximum usage of 10 coupons per order.

No fear! Should your store credit fall short of the amount of your order, you can always pay the difference using your preferred payment options ☺

All orders are shipped on a DDU (Delivery Duty Unpaid) basis – all relevant import taxes and duties are not included in the item price. Customers will be responsible to pay any import taxes, customs duties or other fees levied by their country. Payment is usually collected at time of delivery.

Please click here for a reference of various countries’ VAT rates. This is by no means a complete list. Buyers are responsible for checking their countries’ domestic sales tax and other taxes that may apply on international import of luxury fashion goods.

Your shipping, billing and payment information entered during checkout will automatically saved into your Guiltless account for the convenience of future purchases.

However, you can always delete or modify the information by logging in to your Guiltless account via the top right corner of our webpage, and selecting the “Address Book” or “Payment Details” sections.

Rest assured that your personal information will NEVER be disclosed or used for any other purpose than consigning and purchasing on Guiltless.

Of course!

At Guiltless, customer satisfaction is of utmost importance. If you’re less than happy with the items you’ve purchased, return it to us via DHL within 7 calendar days (postmarked) for either:

  • Guiltless store credit (less one-way shipping fees)
  • Refund via original payment method (less one-way shipping and a nominal handling fee of US$20 per item)

For more detailed instructions, please refer to our Returns Policy!

If you are anything less than super satisfied with your order, simply fill out our Returns Form (remember not to remove any Guiltless security tags, existing products tags, stickers or original packaging as removal will call into question whether the item was actually the one we sent you or was actually used or damaged!) and have DHL come pick it up from your doorstep within 7 calendar days of you receiving the goods.

Fast and easy – just the way it should be!

For more detailed instructions, please refer to our Returns Policy!

Guiltless accepts all returns except those:

  1. Items that are sold as “Final Sale”
  2. The Returns Form is not sent to us within the 7-day return window, or is incomplete
  3. The DHL pick-up is scheduled past the 7-day return window
  4. Your returns are not the items sold to you by us
  5. Your returns are sent to us using a courier other than Guiltless’ account with DHL
  6. Items are returned in a condition different to how they were initially shipped (including tags modified, tampered with or removed; or shoes without the original shoe box if provided)

If for any reason you choose to send us an item unaccounted for in the Returns Form, we will contact you via email within 10 working days of receiving the item to enquire whether:

  1. You wish to re-consign the item by providing further details and completing our Consignment Form
  2. You wish us to return the item to you (which shall be at your risk and expense including paying the two-way shipping fees as well as a nominal handling fee of US$20)
  3. You wish us to donate the item to a charity of our choice

Have no fear!

Even if you pass your 7-calendar-day return window and are no longer eligible for a direct refund, Guiltless can always help re-consign your purchased items, as long as they are still in acceptable saleable condition.

Like all other consignments, DHL will come pick it up from your doorstep free of charge. This way you don’t ever have to bear the return shipping costs when you “return” an item to us (as consignments)!

For more information on consignment, check out our Consignment Guidelines!

In the unlikely event that you receive a purchase that is suspected to be counterfeit, please alert and return the item in question to us within the 7-day return window (DHL postmarked) in the original condition with original tags attached.

We will gladly offer free return shipping, a full refund, special coupons and/or store credit as further compensation, and look into the source of the suspected item. This policy extends to all items, even those marked “final sale.”

For more information, please refer to our Authenticity Promise!

Yes of course!

As long as you send it back to us (in the original condition with original tags attached of course!) within 7 calendar days (DHL postmarked).

Unfortunately not.

As we cannot guarantee that an item was actually sold and shipped from us without its Guiltless tags attached, no returns will be accepted when tags have been removed… sorry!

Please remember to carefully inspect your purchases before cutting off any Guiltless tags ☺

Unfortunately not.

As we would already have released payment to the consignor for the item and with 7 days being an adequate timeframe for a purchaser to fully examine and authenticate a product should they need to, no returns will be accepted when tags have been removed… sorry!

Please remember to carefully inspect your purchases before your 7-day return window elapses ☺

Not necessarily.

In order to avoid abuse of this system, all items sent back to Guiltless are further examined and inspected by our professional authenticator partners. If the item is deemed to be suspicious, a full refund including the return shipping fee as well as compensation in the form of coupons or store credit will be issued to the returner.

However, if the item is re-inspected and passes our professional authenticator‘s inspection, returners can choose to:

  1. Obtain full refund less one-way shipping and a handling fee of US$20
  2. Pay for two-way shipping and have the item returned back to you
  3. Re-consign the item by providing further details and completing a new Consignment Form
  4. Donate the item to a charity of our choice

Note that if the returned item was bought on “Final Sale”, returners will only be eligible for options 2-4 above.

Not necessarily.

With Guiltless, you’ll pay for the one-way return shipping fee but never need to wait in line at your local post office again. DHL will come right to your doorstep to pick up your return parcel, and you will be credited the full amount less return shipping and a nominal handling fee of US$20 per item returned.

For items that are suspected to be counterfeit, the one-way return shipping fee will be borne by Guiltless. DHL will come right to your doorstep to pick up your return parcel, and you will be credited a full refund and possibly additional compensation.

Please note that in both cases if DHL is unable to collect your return because there is no one available at the specified address, or you have provided an incorrect or incomplete collection address, a DHL Repeat Collection Fee of US$20 or more might be taken for each repeat collection trip.

Please refer to our Returns Policy for more details!

Maybe!

Customs duties and sales taxes paid by you upon delivery will not be refunded by Guiltless. However, you may be able to recover any duties paid by contacting your local customs bureau directly. This service may not be available in all countries.

Unfortunately not ☹

Unless the order was returned or cancelled due to our own Guiltless fault (in which case we WILL be guilty eeks!), your initial shipping fees will not be refunded when you return any or all items from your order.

Yes!

When you return an item purchased using Guiltless store credit, you will have the refund credited right back as Guiltless store credit first, then any excess will be credit to your original payment method ☺

Depends!

  • One-off discount coupons (a.k.a. a lumpsum discount off your order total) will be credited right back as Guiltless store credit
  • er-item discount coupons unfortunately cannot be credited back since it was applied to multiple items from your order (yes, even if your order is returned in its entirety – sorry!)

Usually, yes!

When you return an item purchased with Referral Coupons, you will have the refund credited right back as Guiltless store credit ☺

Please note however that Guiltless reserves the right to close a customer’s account in the case of fraud, deception of suspicion of illegal activities in connection with the use of Referral Coupons.

Yes.

Unfortunately items returned using a courier other than Guiltless’ account with DHL will not be accepted.

For more information, please refer to our Returns Policy

Nope!

By default, all returns are shipped with insurance via DHL Express Worldwide until they reach our Headquarters.

Refund may take more than 2 weeks from the date of receipt by Guiltless of your returns depending on the pick-up location and the method to receive the refund. Store credit refunds will be credited to your account within 1 week of receipt of your returns while refund via Paypal and credit card may take more than 2 weeks depending on the financial institutions’ processing time.

Uh oh! We’re so sorry!

Guiltless always strives for perfection, but accidents can happen… Please contact us and let us put this right. We will gladly offer free return shipping without handling fees, a full refund or free re-shipping of the correct item(s), and special coupons and/or store credit as further compensation for our mistake.

Remember though – do not remove the Guiltless authenticity tags, stickers or original packaging as removal will call into question whether the item: was actually the one we sent you; or was actually used or damaged.

Sorry again for making a booboo!

Most likely yes!

You can change your address up until the point of pick-up. Please contact us as soon as possible after requesting your return and we’ll do our best to change your pick-up address according to your wishes.

Please note though that if DHL is unable to collect your return because there is no one available at the specified address, or you have provided an incorrect or incomplete collection address, a DHL Repeat Collection Fee of US$20 or more might be taken for each repeat collection trip.