If your query is not answered below, please Contact Us
1. How do I know the item is authentic?
We have a no tolerance policy for non-authentic items on HEWI London. Our team screen every submitted listing that goes on our site. We have also created a strong protection system for you as a buyer. When an item is purchased we safeguard your payment and only release funds to the seller once you have received the item and you are happy with it. If the item you have received is not as it was listed on HEWI London then you contact the seller and admin to request a refund. The HEWI London admin team will assist you in a prompt and helpful manner 7 days a week (9am-6pm).
2. What does "Follow Seller" mean?
You can follow your favourite sellers and receive notifications when your favourite sellers are listing new items.
3. How do I make a purchase on hewilondon.com?
A) Select your favourite item and purchase it by pressing the Buy Now button. The item will go straight into your account ready for payment.
You secure your item through paying the 1st instalment (plus postage costs) as a deposit through a secure payment link we will send to you immediately. Once youíve done this, the item is reserved for you only.
How do I set up my instalment plan?
After we receive your initial payment we set up a direct debit with you for the following monthly instalment payment(s).
Can I set the date for my instalment payments?
Yes you can. In the email starting the instalment plan please specify which day of the month you would like the direct debit to be taken.
When do I receive my item?
Upon the final payment, we send you new item to you for you to enjoy.
What happens if I change my mind or canít make the follow-on instalments?
Things change and we understand that. If you canít make the follow-on and final instalment, the first month's deposit will be retained, and any further monies received will be refunded.
5. What payment methods do you accept?
We accept credit or debit card (via PayPal as a guest), cheque, bank transfer and PayPal.
Please note that payments are made to hewilondon.com and not between buyers and sellers.
Once you have made payment, the seller is due to send your purchased item(s). We safeguard your payment for 7 days from the postage date if you are living in the EU or within the same country as the seller and 14 days if you are outside the EU. Once you receive your item(s), within the aforementioned period, only then we will process the payment to the seller. However, if you have made us and your seller aware that the item you have received is not as listed, and we have verified this, you will be refunded. See our Returns Policy for more details. In this way we are assuring you that you get what you have paid for and protect you as a buyer.
8. Which currency can I make payments in?
You will need to pay in the currency displayed in your account at the time of your purchase. We can also offer you the "secondary display currency option" to be used for guidance while purchasing on HEWI London. In order to select this option, please follow these steps: My Account>Account>Secondary Display Currency and you can then choose £, $ or Ä. Once you select this option, the secondary display currency will appear next to the original price on each product page. Please be aware that you are making a payment in the currency that the seller has chosen and not in the secondary display currency.
9. What do I do if I am not sure that the item will fit me?
On each product page, next to the item size, you can click on the size guide to view a size conversion chart. You can easily cross-check these measurements with your own to ensure that is right size for you. Alternatively, you can contact the seller by using the contact seller box on the same page.
10. What do I do if I am looking for an item that is not listed on your site?
You can set alerts in your account for items from all your favourite designers.
11. Do you offer a personal shopping service?
Yes we do by invitation only.
12. Do you deliver to my country?
Some sellers may prefer not to post to certain countries, therefore please check their listing or contact the seller before making any purchase. You can message the seller by simply clicking on the "contact seller" box below the seller's name
on one of their product pages.
V.I.P items are posted worldwide.
13. How much shipping will cost?
You can check the shipping rates on each product page by clicking on the "postage cost" box. For more details on these rates, please contact your seller.
14. How long it will take to deliver my item?
Estimated time is 3 working days, as we request all items to be sent by tracked delivery. However, we allow up to 7 days if your item is sent locally. For international items, the estimated time is 5 working days by tracked delivery, however we allow up to 14 days. Please contact your seller before you purchase an item as delivery times can vary based on the delivery method that the seller has provided as well as where the item is being delivered from/to.
15. Where is my order?
To track your item, please look in your account at items you have purchased, and next to the item there will be a tracking number. If the tracking number is not listed, please contact your seller and inquire for the details of the tracking number and the date the item was shipped. In the event of any issues regarding a delivery, please contact your seller and inform HEWI London admin.
16. Can I cancel the purchased item?
In the event of any issues regarding a purchase, you need to contact your seller and us at your earliest convenience.
17. How do I request a refund?
Refunds will be permitted if an item has been incorrectly listed by the seller. For example, if the seller has stated that the item is in perfect condition and upon receipt of the item it is in fact damaged. The buyer will be allowed a full refund. Please review our Returns Policy for more details.
18. How do I return an item to the seller?
Returning an item to a seller is a responsibility of the buyer. Please ensure that all items are returned by tracked delivery with appropriate insurance cover. The return postage costs will be covered by the buyer, unless the item has been incorrectly listed or an agreement has been made with the seller.
19. What do I do if the item that I bought doesn't fit me?
Please be sure to check our size guide and ask the seller to answer any questions you may have before purchasing an item. If, when you have received the item, it does not fit, please inform HEWI London admin that you would like to have the option of re-selling the item on HEWI London. You can resell it after seven days of receiving the item. You must list the item at the same price you have purchased it for (this can include the postage costs you paid). HEWI London will not charge you any commission for the resale.
20. Where is my verification email?
The verification email can sometimes appear in your spam/junk mail folder. Therefore, please check these folders first. If you can't find your verification mail there, please do not hesitate to contact us and we will verify your account for you.
21. Where can I leave my feedback?
You can leave your feedback by simply clicking on contact us page and completing the form or directly on the seller's profile page. We welcome any feedback from you, as we always strive to offer the best experience possible.
1. What is the difference between a regular seller's account and V.I.P.'s account?
A regular seller account is an account where a seller is selling their own items. In other words, as a holder of this account, you are in charge of listing the item, sending the item to a buyer and dealing with all inquiries. You are the first and the main contact for a buyer. Please review our Terms and Conditions for further information.
If you choose to become a V.I.P seller, you only have to choose your preferred method of payment - cheque, bank transfer, PayPal or donation to charity. If we are selling multiple items for you, we will be able, upon your request to hold profit in your account, and to send the whole profit to you in one payment. Items remain on the site until sold. If you would like to apply for VIP status, please complete our VIP application form from the VIP page.
2. How do I start selling on your website?
a) You need to register and carefully read our Terms and Conditions.
b) Make your title descriptive enough. Please start with designer name (e.g. Chanel black clutch) so that includes all the keywords that are relevant to the item you are selling. Thus, you will attract more buyers.
c) When considering prices please keep in mind the following points; condition, desirability, age and check similar items for guidance.
d) In your listing, please be honest about the condition of the item. If the item has marks or is slightly damaged, it needs to be stated it in the listing, or better yet take a photo of it. Please include as much detail as you can, especially measurements and size information, as it is more likely that someone will buy from you.
e) It is at HEWI London's discretion to allow or disallow sellerís asking price.
f) Once your item has been purchased and you have you have received confirmation of payment from HEWI London, please post the item via tracked insured postage and enter this information in your account for the buyer to see. Also, please mark your item as posted; ONLY when has actually been posted, this informs both buyer and admin. Please check messages regularly.
g) Your payment will be received either after 7 days, counted from the postage date, if you are within the EU or in the same country as a buyer or 14 days outside the EU.
3. Which items are allowed to be sold on HEWI London?
We accept designer articles that are unworn, in very good condition or with minor defects. The most important thing is the authenticity of all items listed on HEWI London, and therefore the seller needs to be sure of the authenticity before listing. In addition to this, all items will be screened by our team before being set live. All HEWI London clothes should be dry-cleaned before listing.
If you are unsure that your item is suitable for HEWI London, or if you have any questions about selling on our site, please do not hesitate to contact us.
For advice on which brands we allow on hewilondon.com, please see our designer list. If the designer of your item is not listed, please see our sister site www.hardlyeverhighstreet.com for our high end of the high street items.
4. How do I start a boutique on your website?
Boutiques are by invitation only. However, we will consider your application. Please bear in mind, the purpose of HEWI London is not to promote your website; it is to offer our buyers exclusive items at unique prices.
5. How do I list an item myself?
Register on HEWI London which automatically gives you an account. Go to your account, Simply click "sell" and follow the simple steps. Please give as much information about the item as possible in your listing, as this will help ensure a quick sale! Once you have completed your listing, press confirm and your item will come to us for approval to go live.
6. How do I become a V.I.P seller?
Please go to a VIP service and complete the VIP service form. After you filled out the application form and we have their application, we will then contact the V.I.P. seller and arrange collection. We will list, deal with all inquiries and dispatch your items for you, and you will be paid after the sale of each item. If you wish to have your items returned at any point, we charge a small fee of £10 per item.
7. How to define the starting price?
When contemplating prices please keep in mind the following points; condition, desirability and age.
8. What do you charge?
There is no charge for registration and listing. We take 15% of the price paid for your item (plus VAT on commission), and you receive the full postage amount paid. For example, if you sell an item for £100, we will charge you 15% commission (plus VAT on commission) which equals £15, the VAT is then charged on that £15 to equal £18 (£15+£3). Therefore, the total amount you will be charged is £18. There are not complicated and hidden costs.
If you are V.I.P. seller, our commission is 35% (plus VAT on commission). If the V.I.P. seller would like the items to be returned there will be a small charge per item to cover our listing services plus any costs incurred in returning the items to V.I.P. seller.
10. How long will it take for my listing to be approved?
Your item will be approved within 24hrs, and we will contact you if there are any issues regarding your listing.
11. Can I edit my listing?
You can edit all details and add/change images with no interruption to the auction. The alterations will be checked over by our administration team. If you have any issues, please contact us and will we happily explain the process in more detail or edit the item for you.
12. How can I donate to a charity?
When you are listing an item, there is an option to donate to charity. Please select which charity you would like to donate to and enter a percentage. The minimum is 5%.
13. How long will it take to sell?
The period of time it takes for your item to sell depends greatly on the quality of your listing. The more detail that is given, the more comfortable the buyer will be with purchasing the item.
If your items does not sell within one month, we suggest that you review your listing and perhaps lower your prices.
14. How do I ship the item(s) to the buyer?
Before posting your item(s), please make sure that your item is in accordance with your listing description. We ask all sellers to post their items via tracked postage and with an adequate insurance, and in the UK we require that items be sent via Royal Mail Special Delivery. Once items have been posted, sellers must enter the tracking number they receive into their account when setting the item as posted. Without a legitimate tracking number we will not be able to pay sellers as this is our protection against dishonest buyers. All items in the EU or within your country should be delivered within 7 days and outside EU within 14 days.
15. When do I get paid?
You will be paid for an item either within/or 7 days from the postage date if you are within the EU or your own country, or within/or 14 days outside the EU. You will be paid earlier if the buyer marks the item as received in their account. If your buyer informs us that an item has not arrived then payment will be held until it has arrived. It is the seller's responsibility to contact the postal service they have used to track down undelivered
It is our policy to pay new sellers via Paypal for their first 5 sales. This is an online security procedure and as soon as sellers have been paid for their first 5 items, we will be happy to pay them via whichever method they prefer. If you do not have a Paypal account or wish to be paid via another method before this time, please contact Admin directly and we will assess this on a case by case basis with pleasure.
Sellers will be liable for all costs relating to payment transfers.
16. How does PayPal Work?
PayPal is a payment system that most sellers and buyers on online prefer. It uses the latest in safety technology, and allows buyers to pay sellers instantly. Buyers love it because it is free for them to use and they can send money anywhere in the world. Sellers love it because there are no set-up costs, it makes international trading simple, and it is a quick, safe and traceable way of receiving funds from anywhere in the world.
It is free to set up a PayPal account, and you pay a small fee each time you receive funds. Find out more about PayPal, or sign up for PayPal now.
17. Does my PayPal account needs to be specially set up?
You can use a credit or debit card to pay as a guest of PayPal. This can be done 8 times before PayPal require you to set up a PayPal account. On HEWI London you can also pay by bank transfer and be paid by bank transfer. Preference is set in their account and accounts will pay you in the manner requested.
New sellers will be paid via Paypal for extra security. Once a preliminary period of 90 days has passed after a seller's first payment, we will set up bacs payments if requested by the seller.
18. How much should I charge for shipping costs?
All items sold via HEWI London need to be sent by tracked and insured postage. Tracking includes varies levels of insurance. Please check these with you postage provider. We also require that items in the UK need to be sent via Royal Mail Special Delivery. The best way to determine your postage cost is by viewing prices on the postal services websites or directly contacting them.
19. What should I do if somebody asks for a refund?
Buyers can return the item and receive the refund only if the purchased item is incorrectly listed by the seller. Returns are accepted within 7 days within the EU or your own country of receipt of the item. The return postage costs will be covered by the buyer, unless the item has been incorrectly listed or an agreement has been made with the seller. Please view our Returns Policy for the further details.
1. How do I register on hewilondon.com?
Simply complete the simple registration form or by using Facebook connect.
2. What do I do if I cannot sign into my account?
If you think you have forgotten your password, simply click on the "Forgot password?" link and create a new password. If you are still experiencing problems, please contact us with your display name/email address and we will be happy to assist you.
3. How can I edit my Account and Profile details?
To edit your Account details please follow these steps: My Account > Account > and then you can edit your details. The only thing you cannot edit is your display name. If you need to edit your display name, please contact us
If you wish to edit your profile details, please log in and click "edit profile" on your profile page.
If you have any other questions, please contact us and we will get back to you promptly.