Помощь и FAQ

No. You order as a guest and we ask only what delivery and invoicing require. Accounts are for sellers.

Cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, Klarna and SEPA direct debit, all handled by Stripe. Card details never reach our servers — you enter them on Stripe's page.

Yes. Every price shown is a final price including 19% VAT. Shipping is shown separately before you pay.

At checkout. Klarna and SEPA can take a few days to settle; your order is reserved and ships once payment clears.

Yes, with the parcel or by email. Trader items are invoiced by that trader, our own stock by SARVESTO. Private sellers do not issue VAT invoices.

No. It is a reminder, stored in a cookie on your device rather than on our server. Most pieces exist exactly once; saved does not mean reserved. Whoever orders first gets it.

Usually the 3-D Secure step with your bank. Try again or pick another method — nothing was charged and your bag is still there.

Germany 5,90 €, free over 150,00 €. EU from 12,90 €. Switzerland, UK, Norway and the rest of the world are calculated in the bag once you pick a country.

Germany 1–3 working days, EU 3–6, international 5–12. Everything ships insured and tracked.

No. Each seller ships their own items, so you get several parcels and several tracking links. You still pay once, and shipping is charged once.

Within Germany, yes — enter a DHL Packstation as the delivery address. International orders need a street address.

None inside the EU. Deliveries to Switzerland, the UK or outside Europe may incur import charges payable by the recipient.

14 days statutory withdrawal. For our own stock and trader items we voluntarily extend it to 30 days. Exception: purchases from private sellers carry no statutory right of withdrawal.

Email support@vestrasales.com with your order number. You get a return label and the seller's address. Items must be unworn with original tags.

For statutory withdrawals we cover returns from Germany. International returns and returns during the voluntary extension beyond 14 days are at your cost.

After the item arrives and is checked, at the latest 14 days later, to the same payment method. Klarna refunds run through your Klarna account.

The right of withdrawal exists between a consumer and a business. When a private individual sells, it does not apply — so we label every listing and show the consequence before you pay.

Report it within 14 days with photos to support@vestrasales.com. Transport damage is handled regardless of withdrawal rights, private sellers included.

Our Premium Outlet. Every piece opens at a starting price and steps down 6 times — one step every 24 hours — until it reaches the floor price. First buyer takes it.

No. The schedule is fixed when a lot opens and never changes afterwards. It only falls, and it stops at the published floor.

No. It comes from the schedule and is computed on our server — identical for every visitor, regardless of device, location or history.

A mandatory disclosure for price reductions under German price-indication law. Because Vault prices only fall, it is exactly the price that applied before the current step. On the first step there is no reduction yet, so we claim none.

Yes, by design. Each lot exists once. Wait and you pay less, unless someone takes it first.

Members see new lots 12 hours before everyone else and get the schedule by email. Free, unsubscribe any time.

Yes. A reduced price does not change your rights. Only the private-seller exception above applies.

Yes. On every lot page you can name your price. When the lot reaches it you get EXACTLY ONE email — no reminders, no marketing. The alert is then spent and the record deleted. An alert does not reserve the piece: whoever buys first gets it.

Because it would never fire. The price stops at the published floor, so we only accept target prices between the current price and that floor.

We buy from EU stock with documented purchase history and require sellers to hold proof. Every product page states where the piece comes from. If anything is unclear, the listing does not go live.

Full refund including shipping, and the seller is removed from the platform. Report it with photos to support@vestrasales.com.

Both new with tags and pre-owned. Condition is stated on every product page; describing wear is part of the seller's duty.

It is convenience only: order history in one place, a saved delivery address, returns in two clicks instead of an email. Checkout itself is identical, and an account buys you neither better prices nor earlier access.

Under "Account → Register", with an email address and a password. A confirmation email follows; the link inside works once and expires after 48 hours.

Because orders are tied to the email address. If you could sign in with someone else's address without confirming it, you would see their orders, their address and what they bought. Only a confirmed address unlocks the history — until then the list stays empty.

Check the spam folder, then request it again from your account. If nothing arrives, write to support@vestrasales.com — usually two digits in the address are swapped.

"Forgot password" on the sign-in page sends a link that is valid for one hour. For security you get the same answer whether or not the address exists here — otherwise the form could be used to find out who holds an account.

Yes, as soon as the account confirms the same email address the order was placed with: the match runs on the address, not on when you registered. Without an account you can always open any order under "Order status" with the order number and email address.

No, it lives in a cookie on the device. That is why the list on your phone differs from the one on your computer and disappears when you clear cookies. It never leaves your device — that is the cost and equally the point.

Under "Account → Security", immediately and without a follow-up question. The account record is deleted. Existing orders and invoices remain: statutory retention periods apply to them (German tax and commercial law), a case Art. 17(3)(b) GDPR expressly provides for. They are deleted once those periods end.

No, they are two separate things. An account only sends what belongs to your orders. The newsletter and Vault membership are subscribed and cancelled separately.

The bag has a "Voucher code" field. Once redeemed, the deduction appears in the total straight away, then at checkout, in the confirmation email and on the order page — you can see what it was worth right to the end.

After you confirm your email address we automatically issue a personal code worth 5% and send it to you. It runs for 90 days, is tied to your address and applies to the first paid order only.

Three common reasons: the order uses a different email address than the one the code was issued for; there is already a paid order under that address; or the 90 days have passed. The note under the field names the actual reason.

No, one code counts per order. Redeeming another replaces the previous one — nothing is lost, the replaced code stays valid.

No. The deduction is calculated on the goods value; shipping stays as it is. Clause 14.2 of the terms says the same.

Yes, unless the code says otherwise. Vault prices are already reduced and the voucher applies to whatever step price is current.

We refund what was actually paid. A promotional voucher does not come back to life afterwards and there is no claim to a replacement code (terms 14.5). For partial returns we spread the deduction across the items pro rata.

Promotional vouchers are personal and non-transferable, and there is no cash payout. Using the same first-order discount across several accounts is grounds for us to block the codes (terms 14.6).

No. The deduction is borne by the platform out of our commission, never out of the seller's payout. That is why a voucher is technically capped at the level of our commission.

By email to support@vestrasales.com or through the contact form. We normally answer within one working day. There is deliberately no phone hotline: in writing both sides are on record — your question and our commitment.

10 languages. We detect the language from your browser setting and the country your request comes from, and you can change it at the bottom of any page; the choice is remembered. The legal texts stay German — they are the binding version, and a half-translated set of terms helps nobody.

No. For the language choice we only read the country code our network provider attaches to the request; the IP address itself is neither stored nor passed to a geolocation service.

Yes. Search, filters, bag, checkout and account work fully without it. Scripts only make individual moments smoother, such as search suggestions.

We follow WCAG 2.1 level AA and the German accessibility act that has covered online retail since June 2025. The accessibility statement gives the current state including the known gaps — the points not yet met included.

The size guide holds measurement tables per category and the conversion between Italian, French, British and German sizing. Each product page also states whether the house runs generous or small.

Usually not — these are single items or single size runs. Write to us anyway: sometimes another seller holds the same size, and we will say plainly when no restock is expected.

No. Ordering gets you order emails and nothing else. The newsletter and Vault membership have to be requested explicitly, and every one of those emails carries an unsubscribe link that works without signing in.

Traders (registered businesses) and private individuals. Both register under "Sell", complete Stripe verification, then list.

No listing fee, no monthly fee. Commission: 12% for traders, 9% for private sellers, plus 0,35 € per item sold. Vault placement 15%.

Through Stripe Connect. The buyer's payment minus commission lands in your Stripe balance and is paid to your bank on Stripe's normal schedule. We never hold your money.

Legal obligation for payment providers (anti-money-laundering, KYC). Without completed verification Stripe cannot pay you — until then your listings stay offline.

Selling regularly with intent to profit is commercial activity and needs a business registration. Occasional selling from your own wardrobe is private. The classification is yours; we review outliers and get in touch.

Usually one working day. We check images, model code and price plausibility, and email you if something needs clarifying.